Manager Customer Service
Resume:
Troncy Lesly Joseph A. R.
Flat # ***, Pacific Saphire
Apts,
Prabhat Colony, Vidhyanagar,
Bangalore - 560035
Mob# 0091 - 973*******
E mail id: **********@*****.***
******@*****.***
Career objective : To translate the mission and objectives of the
organization with commitment and ideas.
Experience
The organization : SERCO GLOBAL LTD.
Bangalore
The Position : DGM Operations
Department : Call Center / Site
Head
The Duration : June 2012 till
Present
Responsibilities
. Handling a Telecom Process call center Operations Inbound and Outbound
for South Zone
. Handling 4 different processes under one roof and ensuring that all
the KPIs are met up along with client satisfaction.
. Leading a team of 1500 which includes, Operations, Training & Quality
Teams.
. Responsible for Client Management and ensuring that single face for
all the Circles.
. All departments reporting, which include, Employee relations,
Recruitment, Training, Quality, Payroll, L&D & WFM
. Conduct reviews internally as well as with the Clients on a regular
basis.
. Taking care of the P&L of the process and generating maximum profits
to the organization through efficient and calculated decisions.
. Ensuring that manpower calculation basis of the projections given by
the client and ensuring that the right staffing is derived to run the
process and bringing in efficiencies to reduce manpower and increase
revenue.
. Responsible for ensuring the Invoicing for the client and collection
of the revenues is in place and tracked.
. Need to also increase the current business and also look out for
opportunities to improve the quality of value add to the clients.
Achievements
. Handled the transition of the ATV process at Bangalore and streamlining
all process
. Able to turn the centre to EBIT positive and ensure that client
satisfaction and trust in client retained, thereby increasing the
business of SERCO.
The organization : FIRSTSOURCE SOLUTION
LTD.
The Position : DGM Operations
Department : Operations Call
Center Head
The Duration : March 2011 till
May 2012
Responsibilities
. Handling a Telecom Process call center Operations Inbound and Outbound
for Karnataka Cricle
. Leading a team of 800 which includes, Operations, Training & Quality
Teams.
. Responsible for Client Management and ensuring that single face for
all the Circles.
. Conduct reviews internally as well as with the Clients on a regular
basis.
. Taking care of the P&L of the process and generating maximum profits
to the organization through efficient and calculated decisions.
. Ensuring that manpower calculation basis of the projections given by
the client and ensuring that the right staffing is derived to run the
process and bringing in efficiencies to reduce manpower and increase
revenue.
. Responsible for Invoicing for the client and ensuring that collection
of the revenues is in place and tracked.
Achievements
. Handled the start up of the center at Hubli and streamlining all process,
Also setting up the OB process for KA circle
The organization : SPARSH BPO SERVICES (An
Intelenet Company)
The Position : AGM Operations /
PAN INDIA Head (Telecom Process)
Department : Operations Call
Center
The Duration : June 2010 till
March 2011
Responsibilities
. Handling a Telecom Process call center Operations for Pan India,
consisting of ROTN, Chennai, Kolkata & RoWB.
. Leading a team of 1800 which includes, Operations, Training & Quality
Teams Pan India.
. Apart from this, handling the Pondicherry Site Independently and
reporting to the Dy. COO.
. Responsible for Client Management and ensuring that single face for
all the Circles.
. Liaison with the Corporate Client team to expand business as well as
create opportunities for revenue growth for Sparsh.
. Conduct reviews internally as well as with the Clients on a regular
basis circle wise.
. Taking care of the P&L of the process and generating maximum profits
to the organization through efficient and calculated decisions.
. Ensuring that manpower calculation basis of the projections given by
the client and ensuring that the right staffing is derived to run the
process and bringing in efficiencies to reduce manpower and increase
revenue.
. Responsible for Invoicing for the client and ensuring that collection
of the revenues is in place and tracked.
Achievements
. Have managed to consistently maintain an EBITDA of 30%+ month on month
for Pondi Center for the last 6 months.
. Based on performance promoted to PAN India Head within 6 months
The organization : AEGIS BPO (Essar Group)
The Position : Process Owner
(Senior Manager)
Department : Operations Call
Center
The Duration : Sept 2009 till May
2010
Responsibilities
. Handling a Telecom Process Prepaid call center for the East Zone.
. Leading a team of 400 which includes, Managers, Asst. Managers, Team
leads, QA's, Trainers, Inbound Agents & Outbound teams
. Responsible for Client management and a single point of contact for
the entire process.
. Ensures effective implementation of all new processes and procedures
. Responsible for the SLA metrics of the entire process
. Planned, directed and coordinated activities for internal Training
function
. Closely work with cross functional Teams to deliver the best results
for the Client.
. Motivate, coach, counsel and mentor the Team members.
. Take initiatives for the team individual development, metric
improvement, process simplification, etc.
. Conduct reviews with the clients periodically, Weekly/Monthly,
Quarterly & Half Yearly to ensure that smooth operations and
expectations are set and agreed upon and also for discussing
performances and sharing best practices.
. Taking care of the P&L of the process and generating maximum profits
to the organization through efficient and calculated decisions.
. Ensuring that manpower calculation basis of the projections given by
the client and ensuring that the right staffing is derived to run the
process and bringing in efficiencies to reduce manpower and increase
revenue.
. Responsible for Invoicing for the client and ensuring that collection
of the revenues is in place and tracked.
The organization : Dell International
Services (Chandigarh)
The Position : Senior Team
Manager Technical Support
Department : Operations Call
Center
The Duration : Jan 2007 till Sept
2009
Responsibilities
. Handling a Senior Technical team (Platinum Club Team), which handles
the EWS inbound sales and technical calls of Dell customers from US.
. Ensures effective implementation of all new processes and procedures
. Responsible for the floor metrics of the entire team
. Responsible to publish the CR data report for the entire LOB
. Planned, directed and coordinated activities for internal Training
function
. Closely work with cross functional Teams to deliver the best results
for the LOB.
. Leading the SIR achievement project for the entire EWS desktop queue.
. Motivate, coach, counsel and provide timely feedback for the Team
members.
. Take initiatives for the team individual development, metric
improvement, process simplification, etc.
. Incharge of ensuring that the sales targets are met on a daily/weekly
and monthly basis
. Total Solutions Project SPOC for the Entity, ensuring that reporting
is done on a weekly basis and appropriate training conducted for the
betterment of providing total solutions to the customers.
. Dell Competency based Interviewing certified for conducting interviews
to acquire new talent for the operations floor.
. Successfully rolled out the project on Rapid Response within an entity
with end to end close looping of process and also the policy &
procedures as per the company requirements.
Achievements:
. Based on the performance, taken over the Platinum Club team in the site
. Best Manager Award for Q4 for FY08 & Q1 & Q3 FY09.
. Was an Excellent rater in the Annual stack in FY09.
The organization : Reliance Infostreams
Pvt. Ltd.
The Position : Manager
Department : Operations Call
Center
The Duration : August 2003 till
31st Dec 2006
Responsibilities
. Leading a team of 245 (2 Asst. Manager, 16 Team Leaders, and 229- CIE's,
CRE's & TCRE's)
. Better management of subscriber complaint escalations through front-end
package and Service Assurance.
. Direct interface to the leadership team and to the Circle Heads on a
timely basis.
. MIS analysis on call handling, call channeling, revenue impact to meet
the reporting requirements.
. Monitor the process adherence and fine-tune the process laid.
. Planned, Directed and Coordinated activities of Circle movement, Prepaid
and FWP/T Customer Service.
. Ensure that aims, goals and objectives were accomplished in accordance
with outlined priorities and time limitations.
. Analyzed results of billing operations with circles for substantial gains
and more efficient utilization of resources.
. Planned, directed and coordinated activities for internal Training
function.
. Developed Seating and Staffing plans, work schedules and time lines.
. Coordinated the successful development of Call distribution and tracking
MIS.
. Develop, implement and maintain performance reports for the Management.
. Personnel activity including hiring, development assessment and
performance evaluations to meet the expectation of the internal customers
serviced.
. Set up the outbound calling for TN circle with a team of 60 agents.
Achievements:
. Instrumental in COPC Certification implementation in Gujarat Circle and
laying down the framework for the contact center for implementing Process
Improvement initiatives.
. Instrumental in COPC certification for Maharashtra Circle, and received
conditional certification in Jan 2006.
. Instrumental with the implementation of CIOU concept of migration to
Circles.
. Set up the inbound CSAT survey with a team of 30 agents for TN circle.
The organization : Dell International
Services Ltd (Bangalore)
The Position : Team Lead (Asst
Manager)
Department : Customer Care
The Duration : December 2002 till
August 2003
Responsibilities
. Incharge of a team of 5 group leads, who in turn have a team of 15 reps
each. Total incharge of a team of 80 people.
. Incharge of Site metrics and smooth functioning of the entire call
center.
. Incharge of Service Level and Site wise AHT, CPH and Quality of the
entire team.
. Incharge of co-ordinating with Dell employees at US, interacting and
getting to know the various changes and updates in Dell and incorporating
and promoting the changes in DIS Bangalore for the betterment of
services.
. Incharge of co-ordinating of training for the new Batches who join into
Dell.
. Incharge of projecting the team metrics to the Director of Customer Care.
. Incharge of training the new hire batches on process and also the policy
& procedures as per the company requirements.
. Incharge of setting up refresher courses for the reps who have been on
the floor on new updates and also product changes.
. Creating analysis on key areas, which are affecting the statistics and
creating solutions to better the affecting areas.
. Incharge of recruiting candidates for the posts of Customer care reps.
and Group lead levels.
Achievements
. Dell Customer Care was a start up in Bangalore and was among the core
team to set it up.
. Was selected to go to start up a outsourced Call center for Dell in Delhi
in July.
. Was directly involved to get the call center started and processes set
for DIS Bangalore.
The organization : Bharti Telenet
Ltd(touchtel)
The Position : Team Leader -Call
center
Department : Customer service
The Duration : January 2002 to
December 2002
Worked with Bharti Telenet Ltd (Touchtel). India's premier telecom company
Touchtel, which is operational in 6 states of India.
Responsibilities
. Incharge Of a team of 28customer care officer's
. Incharge of training and grooming the team.
. Incharge of handling escalations and any calls which are difficult for
the CCO to handle.
Also handling difficult situations, and giving solutions for the
CCO'S queries online,
while the sub is online
. Interdepartmental Co-ordination for resolution of complaints or
requests
. Motivating the team and not allowing the spirits of the team to feel
down or left out.
. Incharge of creating MIS reports and also for creating the daily
productivity of agents.
. Briefing of the team on day to day for any new product release.
. Incharge of tactfully preparing roster, on the basis of number of
agents available and with call flow on peak and off-peak hours.
Achievements
. Was solely incharge of ACD compliance for the entire call center, also
for the call overflow into different segments .
. Training of all the CCO's in use of ACD, and the rules for the
handling the same.
. Creation of five different segments for the call center and allotting
the necessary bays for the same.
. Was solely incharge of learning the MIS reports,creating and
formulizing and tailor making the same as per the requisite for the
calls center reports
The Organization : BPL Mobile cellular LTD
The Position : Mobile Assist Executive (TL)
Department : Customer Care
The Duration : March 2000 to
January 2002
Responsibilities:
. Being the window to the customer for the company
. Answering to queries of the customer and offering suggestions whenever
needed
. Also meeting customers and solving their problems if any,getting their
suggestions,so as to improve our services
. Team Leader for the evening shift, Incharge for the overall abandoned
percentage, and also to attend to internal queries from team members,
clarifying and solving difficult situations and instant solutions, while
the team member is online with the customer.
. Motivating the team to do its best and never to let the spirits down of
any of the team members
. Doing daily report, and also the weekly report and monthly reports.
Achievements:
Three Times the Best Mobile Assist Executive of the month.
The best ever call center in the entire BPL circles all over India, by
achieving the internal mystery shopping scores of 91%
Having to motivate the entire team, by encouraging the team with enthusiasm
and fun, and making work an enjoyable place to be in
Project work on GOLD subscribers (An elite group of customers)
Training Undertaken:
. Underwent the training on Advanced interaction skills
. Underwent the training on personal effectiveness
. Underwent the training on Reach the stars workshop by SERVICE QUALITY
CENTRE SINGAPORE
The Organisation : IMPRESARIO
An
Event Marketing Company, In contract with
Escotel Mobile Communications Ltd. Cochin, Kerala
The Position : Program co-ordinator /Churn
Management
The Duration : May 1997 to February
2000
Responsibilities:
Working in the Market -Support division. Conducting mega events, co-
ordinating and organizing events for Escotel. Incharge of outdoor
publicity, Conducting mega events, co-ordinating and organizing, also into
marketing and customer services. Also Incharge of all Kerala Churn
Management for Escotel, coordinating with all members of all kerala and
trying and retaining the customers who are on the verge of cancellation,
back into the system.
Achievements :
Organized the first user Education Programme for Escotel, Organized the
first Zonal event for Escotel, conducted various Roadshows, User Education
Programmes, Demo booths, etc throughout the zone, organized and conducted
two District Office launches in Kannur, Thalassery, Malappuram, Manjeri,
Perinthalmanna. Also conducted the launch events of Tirur, Kotatakkal. Also
conducted 2 fuel campaigns in Kannur and Calicut. Also worked in Allepey
D.O. Also done sales and marketing surveys for Escotel.
Educational Qualification
1994 -1997 B.A Degree
-Economics Main
University
of Calicut, Kerala
Languages Known
Can Speak in English, Hindi, Tamil, and Malayalam.
Technical Skills
60w.p.m speed in typewriting
Computer Software - Microsoft word, Microsoft Excel, Microsoft PowerPoint,
Internet accessing.
Hobbies
Creative thinking, Playing Cricket, Listening to Music, Singing and Dancing
Personal Strength
Had the opportunity to work with group of people hailing from different
backgrounds and this experience gives me the confidence to take up any
job anywhere in India.
Personal Data
Name : Troncy Lesly Joseph A.R
Age : 36 years
Date of Birth : 27th
September 1976
Marital Status : Married
Address : Same as above
Contact # : 0091 - 967********
References
Albert Hainston Ajay Giri
HPO Shared Services Vice President
Airtel Communications Ltd Sparsh BPO Services
Delhi Chennai
Mob # 088******** Mob # 099********
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