MUTHULAKSHMI CHOCKALINGAM

adpm7l@r.postjobfree.com

+1-614-***-****

PROFESSIONAL SUMMARY

A flexible Person who excels in a fast-paced environment looking for a position with growth opportunities.

EXPERIENCE SUMMARY

●6+ years of experience in Telesales, Collections, Banking, Customer Relationship Management & General Management

●A keen planner & strategist in managing business operations through Process designing & implementation, with a focus on top-line & bottom-line performance.

●Proficiency in devising marketing/ distribution/ collection activities through dashboard report to provide appropriate solution to increase team performance.

●Proven abilities in driving growth through leadership. Possess sound knowledge in Ms Office and dialer.

●An effective communicator & team leadership skill and strong analytical, problem solving & organizational abilities. Possess a flexible & detail-oriented attitude.

●Effective team player with good communication and presentation skills.

● Possess strong problem analysis skills with the ability to quickly master new concepts and application technologies.

● Possess excellent analytical skills combined with good communication and organization skills.

● Excellent verbal and written communication skills and can work effectively in crossfunctional team environments and experience of providing training to business users.

● Highly motivated team player with strong communication, analytical, documentation and organizational skills.

TECHNICAL SKILLS:

Operating System

Windows XP

Programming Languages

C, C++, HTML

Banking Products

Cards, Loans, Collections

EDUCATION:

Degree with Branch

College/University

Year of passing

Master of Business Administration(Marketing)

Madras University, Chennai

2009

Bachelor of computer Application

Madurai kamarajar University, Chennai

2006

Diploma in Information Technology

Government Polytechnic College, Pursaiwalkkam,Chennai

2004

EMPLOYMENT HISTORY:

PROJECT PROFILE 1:

Organization Name

Symbiotic InfoTech PVT LTD

Title

Assistant Manager

Duration

June 2012 – April 2013

Location

CHENNAI, INDIA

OBJECTIVE:

Symbiotic InfoTech Private Limited is a Private incorporated and it is classified as Non-govt company and is registered at Registrar of Companies.

ROLES AND RESPONSIBILITY

Planning and delivering CRM strategies across the company to meet business requirements.

Working closely with all departments to ensure the CRM works effectively for all aspects of the company

Coordinating with the development team which works in asterisk under LINUX Platform and MySQL server to manage logs, configuring, testing and implementing the IVR dial flows for VAS

Device strategic plans for team to deliver automation according to business requirements.

Working with the development team to resolve various software problems.

Testing online activation URL and response codes and administering day to day activities

Ensuring the database is segmented effectively for targeted marketing activities.

Creating detailed reports of the various errors

PROJECT PROFILE 2:

Organization Name

GETIT INFOSERVICES PVT LTD

Title

Assistant Manager

Duration

September 2010– April 2012

Location

CHENNAI, INDIA

OBJECTIVE:

Getit Infoservices Private Limited is a Private incorporated and it is classified as Non-govt company and is registered at Registrar of Companies, Delhi

ROLES AND RESPONSIBILITY:

●Assisting in the overall functioning of the service assurance process, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.

●Facilitating Goal Setting for the retention team as per service level agreements & productivity norms.

●Analyzing MIS reports & other statements with a view to reduce the defects in the process.

●Implementing processes responsible for effective customer communication

●Retaining customer base, identifying improvement areas & implementing measures to maximize customer satisfaction levels.

●Ensuring constant interaction with the customers to ensure that their areas of concern can be worked upon for improved service levels.

PROJECT PROFILE 3:

Organization Name

HSBC OPERATIONS & PROCESSING UNIT

Title

Assistant Manager

Duration

February 2008– March 2010

Location

CHENNAI, INDIA

OBJECTIVE:

Hsbc Operations And Processing Enterpris E (india) Private Limited is a Private incorporated on 19 January 2001. It is classified as Non-govt company and is registered at Registrar of Companies, Mumbai..

ROLES AND RESPONSIBILITIES:

Portfolio Analysis based on DPD, Region constitution of POS (High & Medium, Risk-level etc).

Coordinating with the Bank to ensure the flow of accounts into NPA category.

Monitoring the daily and weekly conversion/resolution vis-à-vis the client targets.

Tracking movements of various portfolios through MIS reports; Handling escalations, resolving customer issues (disputes);

Evaluate officer’s service level by call monitoring on a daily basis there by identifying areas of improvement and feedback provided through play back, mock call and call calibration session.

Continuous feedback & training provided to Officer’s based on vintage in order to achieve quality & best service to customers through analysis bases on Product knowledge, process and service level metrics.

Imparting knowledge on banking, clearing operations and other service-related issues; Ensuring stringent adherence to banking code of conduct.

Managing attrition through better team building and team management drives; (informing the customers about the benefits of credit discipline).

PROJECT PROFILE 4:

Organization Name

OPTIMUS GLOBAL SERVICES

Title

Team Leader

Duration

April 2005– June 2007

Location

CHENNAI, INDIA

OBJECTIVE:

Optimus Global Services Limited is a Public incorporated on 25 September 2002. It is classified as Non-govt company and is registered at Registrar of Companies, Chennai.

ROLES AND RESPONSIBILITIES:

Experienced in handling different banking campaigns with a team size of 20 people.

Motivating and helping the team members in achieving their targets.

Monitoring agent calls and providing them with feedback, training and motivation.

Coordinating with Dialler Admin to find the availability of data and helping them to journ the data.

Maintaining and sending the team reports in different formats which show individual and team targets to the Manager on a weekly basis.

Conducting team meetings, regularly updating the agents of team status and conducting entertainment activities to motivate the team.

Evaluating, Compiling and Sending MIS reports to the clients on the weekly and monthly basis.

Interacting with the client for the data.

Compiling Evaluation sheet for agents on their performance on a monthly basis, which is considered for their appraisal on a half yearly basis

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