Customer Service Management

S MADAN

Add: No. *, Ist Cross, Ist Main, Maruthy Nagar, Madiwala, Bangalore - 560068

Contact: +91-741******* Email: *****.*********@*****.***

OPERATIONS MANAGEMENT PROFESSIONAL

Offering 8 years of sterling experience; seeking Management/Middle Level Management assignments across the industry

PROFILE

Competent & result oriented professional with 8 years of rich exposure across various operations; spearheading efforts as a senior executive and sales executive.

Proven track record of making significant contributions by deploying and setting systems, at the same time ensuring efficiency and quality benchmarks.

Proficient in ensuring adherence to procedures and policies of the Industry and streamlining Mortgage Operations with key focus on bottom line profitability.

Possess natural flair for operations, customer service and achieving optimum level of Service Level Agreements.

Motivated and goal driven with strong work ethics, continuously striving for improvement coupled with excellent Administrative aptitude with an eye for detail and the commitment to offer quality work.

Core Competencies:

Operations Management Process Management Team Management Project Management Cross-functional Coordination Client/Customer Relationship Management Training & Development Quality Management

PROFESSIONAL EXPERIENCE

VEE TECHNOLOGIES PVT LTD, SALEM

Aug 2005 to Feb 2006

FIRST AMERICAN (INDIA) PVT LTD (ITBP), BANGALORE since Feb 2006 to Mar 2013

RICH INDIA PVT LTD, SALEM

since Apr 2014 to May 2015

Key Responsibilities:

Deftly managing customer service operations as per SLA within prescribed TAT

Managing scope, issues, constraints, risks, assumptions and change control process throughout the project life cycle.

Providing assistance and overall man management; also handling dissemination of information and updates

Handling customer escalations and coordinate with other departments to resolve issues

Coordinating with the trainers for training the new hires and implementing the new procedures.

Successfully undertaking Data Analysis, developmental activities & Personality developmental activities

Accountable for Quality calibrations to bridge the variances in Quality

Designing structures and methods to develop quality based and time efficient processes

Accountable for direct customer interactions in order to analyze the gaps in services offered to the customer and analyzing Qualitative developmental aspects of the process

Mentoring new associates while gaining experience of providing complete on the job trainings

Designing and updating procedural manual by putting best practices with examples and modified with regular updates

Preparing and maintaining daily MIS reports to evaluate the performance and efficiency of the process

Measuring the performance of the processes in terms of efficiency and effectiveness matrix and ensuring adherence to SLA

Collecting and collating data and carrying out value added analysis to facilitate strategic planning

Determining process gaps and designing & conducting training programs to enhance operational efficiency and retain talent by providing optimum opportunities for personal and professional growth

Identifying the right people and develop them by providing proper training on Leadership Skills and Management Skills to handle upcoming projects/teams.

EDUCATIONAL CREDENTIALS

B.Sc in Computer Science; 2005

Periyar University 65%

COPA; 2002

Ants Industrial Training Institute, Government of Tamil Nadu 70%

Class XII; 2001

St. Paul’s Higher Secondary School, Salem, State Board 71%

Class X; 1998

St. Paul’s Higher Secondary School, Salem, State Board 59%

TECHNICAL PROFILE

Operating System – MS – Dos, Win 95/98, Win 2000 & Win XP Professional.

ADDITIONAL QUALIFICATION

Typing speed 55 wpm with 100% accuracy.

ACADEMIC ACHIEVEMENTS

Won runners in both Cricket and Football played at District Level.

Got distinction in Management Accounting in University Exam.

Played Foot-ball at State Level in Kerala during the year 2005.PERSONAL MEMORANDUM

Father’s Name: K. Subramaniam

Date of Birth: 29 May, 1982

Language Proficiency: English, Tamil & Kannada

Gender: Male

Marital Status: Single

Hobbies: Playing Cricket & Football

Passport No: Yet to Apply

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