Customer Service Manager

A. UMA SHANKER

*-**-***, ***** ***, Bramhanwadi, Hyderabad 500016

Phone:Mobile: 092********

Email: *******-****@*******.*** / **************@*****.***

Seeking assignments in Bank end or Operations with an organization of repute, preferably in any company

SYNOPSIS

A result-oriented leader with experience of 16 years in Process Management, Operations Management, Quality Management & Customer Relationship Management. Well versed in managing & motivating teams for running successful operations with extensive experience of developing procedures, service standards & operational policies for business excellence. Expertise in interpreting & implementing various quality improvements projects. Effective communicator with exceptional presentation skills & abilities in leading cross-cultural teams & establishing relationships.

CORE COMPETENCIES

Process Management

Mapping client’s requirements and coordinating in developing, implementing processes in line with the guidelines specified by the client.

Creating & implementing workflows to facilitate structured support in all areas and issues.

Overseeing process improvement initiatives through system changes, process re-alignment/ redefining & efficiency management.

Sending reports to the top management and maintaining the agreed SLA & thereby focusing on maximizing customer experience while optimizing costs.

Operations Management

Implementing short/long-term plans for achieving process objectives.

Coordinating with process managers to provide them with the feedback related to the trainings and the recruits that would be joining their process.

Interacting with clients to review and resolve operational issues as well as implementing new process & procedure changes.

Quality Management

Ensuring a high-quality customer experience, elevating customer satisfaction, while adhering to the SLAs and work processes and thus managing cost-effective operations.

Setting of quality monitoring tools and methodologies and ensuring adherence to the same.

Designing modifications for overall improvement in quality and service standards.

Customer Relationship Management

Supervising customer service operations for rendering and achieving quality services; providing first line customer support by answering queries & resolving their issues, ensuring minimum TAT.

Maintaining cordial relations with customers to sustain the profitability of the business.

Handling customer grievances and resolving issues.

www.Hiresmartz.com

Presently working as IT Recruiter since Feb 2013 til date . The company is based in USA catering to the companies looking for employee's who have experience in IT/Software/Hardware related fields. The responsibilities include:

Updating the data base of www.Hiresmartz.com with any new requirements

Calling up employees based in USA as per the skills mentioned and required by the companies

The job is of night shift from 18:00 Hrs to 01:00 Hrs

Present take home is Rs 15,000 + benefits(commissions for the employees recruited)

Reliance HR Services

December 2011-May 2012

1)Retaining customers by giving them various retention plans

2)Retention team members are reporting to me for the purpose of outbound calling

3)Providing MIS reports to the CSD Retention Head

4)Talking to the customers and resolving their issues and retaining them

5)Stream lining the existing retention process

6)Visiting various Reliance Web worlds and expresses and co-ordinating with the retention team stationed at these places

7)Bringing to the notice of the management any process lapse and taking corrective steps to improve the process

The above steps have helped in increasing the retention % of Andhra Pradesh Hub from 8% to 18%

Astrologer at Anmol astrological services

Astrologer

June 2010-October 2011

I have been learning astrology for the past 10 years and as having a passion in this field delivered my services to our clients at Anmol Astrology which is situated at Minerva complex, Paradise

I have given the following services during my work at this Centre

Remedies using gem stones

Remedies using mantras

Providing in-depth analysis of the chart as and when required by the client

Suggesting suitable gem stone using the techniques of Parasara

e)Marriage analysis

f)Various aspects of astrology

I have a passion for astrology and practicing this great subject on my own. I have started learning this subject

From my guru Shri Rafal of Poland.I have designed my own website http://www.vedicastroguide,com and also

Writing articles on various topics of astrology. I also also give consultations.

Tata Sky Ltd. Manager-Field Services

June’2006 – March ‘2010

1)Conducted route mapping for better manpower utilization and low fuel consumption.

2)Ensured that the entire installation from fixing of Dish to connecting the Set top box at the customers place is completed within the stipulated time.

3)Coordinated with the Team leader to track the activities of all the Engineers on daily basis.

4)Ensured that the material is issued on daily basis to all the engineers as per their requirement.

5)Ensured that the Field service related issues of the customers are solved with the stipulated time.

6)Completed any other activity which has been assigned on daily basis from the Branch service manager or Field Service Manager.

7)Worked on Siebel systems and identified the area of improvement to provide better customer service.

Worked in Wi-Max (Tata sky Limited) department (Broad band services) as customer care in-charge and also MIS all India coordinator. The Job involves getting the installation done for the tata teleservices customers who are opting for broad band services, This activity is done through the engineers of the tata sky. The after sales services are also taken up by the team of Tata sky

Presenting the monthly report to the customer care head at Bangalore regarding the total no of installations done during the said period and any issues others issue which have arisen at the time of activations and also informing the Tata Teleservices technical team about the problems being faced by the customer for any necessary technical corrections.

Reliance Infocomm Limited Assistant Manager

Nov 2003–May 2006

Core responsibilities:

I was given the responsibility of setting up 21 customer care centre's in AP out of which 18 where in Hyderabad and 3 outside Hyderabad

1)Set up Customer care annexures (Extension counters) at various places in Hyderabad/Secunderabad and Rest of Andhra Pradesh.

2)Raised work orders and approved it by the Commercial/Customer care head and the Engineering department head.

3)Coordinated with Engineering department in designing the layouts for the annexure, getting it approved by the Head of the Engineering department and the customer care department and handed over the same to the vendors for constructing the annexure.

5)Vendors in purchasing the materials required for setting up the annexure.

6)Various vendors of furniture, systems for purchasing the material as per the layout.

7)Decided where to set up the annexure for easy accessibility to the customers.

8)Commissioned the annexure across Hyderabad/Secunderabad and rest of Andhra Pradesh within the stipulated time and made it a success.

9)Designed various process which help the company in stream lining the existing process and also helped them to attain customer satisfaction

10)Providing root cause analysis to the top management

11)Coordinated with the Network team to lay optical fiber's(for accessing billing systems) and other intranet portals of the company

Idea Cellular Ltd. Executive

May 1997-Nov 2003

Mentored a 15 member team of CRM.

Provided reports to the management relating to progress on billing Vs Switch reconciliation

3)Completed the activity with zero error percentage.

4)Identified the areas of development and developed tools for the improvement.

5)Provided in house training for the team members.

6)Gave a feed back to the management about the team members at the time of appraisal.

7)Rewarded spot award by the CEO (Mr. Graham Burke) for outstanding contribution to the company.

8)Functioned as a team member in all billing transitions in Idea cellular.

9)Designed the front end screen for CRM after taking relevant feedback from the users thereby helping in smooth and error free billing transitions.

10)Provided MIS to the marketing department about the prepaid activation’s done on daily basis.

11)Liaison with the dealers and distributors and resolved any issues faced by them.

12)Disbursed Commissions to all the Franchisees for the prepaid sales done by them.

13)Interacted with the sales department and ensured that the Nos are checked and released for their use.

14)Developed small programs in Fox Pro for the daily requirements of the team. Developed data sheet using MS Access for capturing daily prepaid registrations and reactivations thereby helping in tracking the sales of prepaid cards on day to day basis.

15)Developed data sheet using MSACCESS for capturing daily-prepaid documents received from the customers, tracked them & ensured that the prepaid Nos are barred for those customers who have not submitted their documents yet as per the policy of the company.

16)Handled a team of collection agents and monitored the daily activities relating to collections and ensured that the amounts paid by the customer are accounted for in the customers account

17)Possess in depth knowledge of call canter and its daily activities.

Assistant Manager-CCTV

TDI International India Pvt Limited

October 1995-May 1997

Represented TDI at the Airport Lounge for getting advertisements from the clients

Was involved in installing the Public Addressing System at the Hyderabad Airport

Identified the areas at the Hyderabad for maximum visibility of the sign boards

East West Airlines Officer

August’1990-July 1995

1)Handled announcements, baggage handling, ramp handling.

2)Prepared ticket at the ticketing counter during the flight operations.

3)Coordinated with ATC for preparing the flight Plan for smooth flight.

4)Airport officials for smooth functioning of the airline.

5)DGCA in case of any emergencies such as bomb and terrorist threats.

6)The Security department at the Airport to handle any emergencies.

7)Different travel agents across Hyderabad and Secunderabad and assigned targets.

8)Various credit card banks and ensured that we had a tie up with them for accepting their credit cards at our reservation counters.

9)Ensured that the ticketing counter is manned by 4 team members and catered to the needs of the customers who require tickets for different destinations.

10)Provided the information to the Vice President (Sales) about the total number of passengers who have boarded the flights after each flight departure.

11)Submitted the flight related information and the passenger list to DGCA as and when required as per the government norms.

12)Ensured that the cash is deposited in the bank at the end of the day and required information is submitted to the accounts department.

Underwent training in SEO techniques which cover the following topics:

Life of SEO

On Page and Off Page Optimization

Back links

Key words

Using Social media sites to propagate the web site

Submitting web site to various search engines

Checking the Page rank on Alec and google

Creating Blogs

Using Google ad-sense to market the web site or products

Key word placement

Indexing the pages

Pay Per Click marketing

ACADEMIA

Post Graduation and Diploma in Computer Software Programming during the year 1985

Completed B.Com from Osmania University during the year 1988

TRAININGS ATTENDED

Communication Skills Man Management Skills Nokia Switch Training

Telephonic Skills Time Management Team Management

DATE OF BIRTH : 6th July 1967

Contact this candidate