Customer Service Management

Arvind .K

Email : **************@**********.***

Mobile: 91-810*******

Experience:

Worked as for Team Lead for Customercare IBM Global Process Service.

IBM Global Process Service :

IBM Global Process Services (formerly IBM Daksh), is an integral part of the company’s Globally Integrated Enterprise model. The new name reflects IBM's position as a leading global provider of innovative business process services for clients seeking to cut costs, improve operation efficiency and take advantage of the opportunities in the global economy

Tenure: November 2010- April 2013

Department :Service Assurance

Designation :Team Lead

Description:

To manage the day–to-day planning, operation and problem-solving of a team of agents to meet with the required service level components. Delivery of service level components, quality and productivity targets & indicators. People Management, including all HR related issues, as well as staff development. Operational Management: Managing the floor, adherence to schedule. Ownership and problem resolution. Call monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call. Training and development of staff. Motivation, leadership for a team of 40 and developing future leaders. Recommendations for product and process development based on customer feedback and analysis of the same. Conducting performance appraisal for the team. Contribute for the initial hiring and selecting process of the front line.

Key Responsibility:

• Driving the development of superior customer service and high performance.

• Training/developing, motivating, coaching, evaluating and retaining qualified staff.

• Building a team that effectively supports client programs, products and services.

• Maintaining service, talk / wrap time, data, and both client and consumer satisfaction levels.

• Leading workflow distribution and floor management to ensure service levels are satisfied. Supervised and motivate staffs of call center, as team leader.

• Provided technical support and customer service excellence on telephony systems.

• Implement system and call scripts to aid the efficient management of call volume.

Bharti Airtel Limited

Bharti Airtel Limited has been at the forefront of technology and has revolutionized telecommunications with its world-class products and services. Bharti has been a pioneering force in the telecom sector with many firsts and innovations to its credit.

Tenure: December 2005-Nov 2010

Department :Service Assurance (From July 2009-Nov 2010)

Designation :Senior Officer

Key Responsibility:

Taking care of the Top Management Escalation desk for south hub that includes login and working on mail tracker. Co-ordinating with the Functional heads for process correction/Process Implementation across south hub and at national level. Co-ordinating with the Legal team to handle legal, consumer forum and TRAI cases

Billing Resolution Cell : Service Excellence (From August 2008-July 2009 )

Key Responsibility:

Taking care of the Billing releated complaints,Responsible for resolving the billing complaints of the customers in satisfactory way.

Query Resolution Cell : Service Excellence (From December 2005-August 2008 )

Key Responsibility:

Responsible for complete ownership of all customer complaints and to ensure the customer issue is sorted out within the turn around time .

Responsibilities:

Planning and organizing:

Capability to translate goals into workable action plans through prioritization, target allocation and optimal utilization of resources and commitment to meet deadlines for issues and other customer queries.

Carrier Summary:

During the course of my professional career, I was associated with leading Telecom organizations by virtue of which I have accrued tremendous knowledge of business process flows, customer care operations and in Billing.

Problem Solving:

Dealing with the team members and customers has led me to find the solutions to the problems in calm and efficient manner and I was able to bring together a wide range of opinions to ensure that we worked effectively and achieved successful results.

Educational Qualification:

MBA Finance (Master of Business Administrarion) from Bharathidasan university in 2009.

BBA (Bachelor of Business Administrarion) from Srimad Andavan Arts and science College, Bharathidasan university in 2005.

Software skills:

Operating System : WINDOWS '95,NT, 2000, UNIX.

Languages : Knowledge of Foxpro, Lotus-123.

Packages : MSOffice,Tally 6.3.

Personal Profile:

Father’s Name : G.Kailasanathan

Date of Birth : 03.06.1984

Nationality : Indian

Languages Known : English, Tamil

Sex : Male

Permanent Address : No 8, South Devi street,

Srirangam,Trichirapalli,

Tamilnadu-620006

Phone: 91-810******* Email: **************@**********.***

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