Kavitha Shankar

No: **, *st Street,

North Jaganathan Nagar,

Villiwakkam,

Chennai - 600 049.

Mobile No: 984*******

Email : ac2vm9@r.postjobfree.com

Career Objective:

A position in an organization that allows the opportunity for professional growth and development.

Experience Summary:

Organisation Accenture India Pvt Ltd - From March 2005 to present.

Service Period as Assistant Manager from November 2015 – Till date

Designation – Assistant Manager – Project OAKS

Roles & Responsibility:

Manage Service Delivery, Client Relationship and Servicing

Understand client’s business needs and ensure that processes are aligned.

Open to direction and commitment to get the job done.

Travelled to Mumbai for Fit gap sessions and KT transfer.

Drive Operations Excellence, Process Improvements and utilizations.

Play a significant role in Attrition Management

Development of Individual and team Skills through Training/mentoring for effective succession Planning.

Work with leverages teams and ensures that SLAs are met.

Identify areas of cost reduction by process and productivity improvements.

Create good relations with internal and external customers.

Develop an understanding of customer accounts and information.

Sharing best practices – (leverage the knowledge across teams).

Contribute to continuous improvement initiatives.

Proactively escalate issues to the supervisor that require intervention/clarification.

Weekly meetings with Team to ensure adherence to process.

Active participation in Client calls; and performs service review with the client.

Maintain Error tracker and analyse kind of errors to support implementation of robust controls.

Good communication and interaction with the client in day to day operations

Work on Analytics and identify client benefits projects.

Also as an additional responsibility involved in ICM related activities.

Service Period as Assistant Manager in Project Euphoria from March 2015 – October 2015

Designation – Assistant Manager (Managing team size of 49 members) - Custom BPO - Legal Entity.

Roles & Responsibility:

As a Supervisor, I will be responsible for operations team

Ensure work is completed to Client’s expectation

Ensure adherence to the service level agreement / KPIs

Develop a motivated and energetic team

Communicate with the client. Handle escalations

Report performance / Participate in performance reviews with Client and Accenture Management

SPOC for PPA & Vahini.

Key Responsibilities:

Manage Service Delivery, Client Relationship and Servicing

Understand client’s business needs and ensure that processes are aligned.

Successfully transitioned the process from US to Chennai through Remote KT.

Open to direction and commitment to get the job done.

Drive Operations Excellence, Process Improvements and utilizations.

Play a significant role in Attrition Management

Development of Individual and team Skills through Training/mentoring for effective succession Planning.

Work with leverages teams and ensures that SLAs are met.

Identify areas of cost reduction by process and productivity improvements.

Create good relations with internal and external customers.

Develop an understanding of customer accounts and information.

Sharing best practices – (leverage the knowledge across teams).

Contribute to continuous improvement initiatives.

Proactively escalate issues to the supervisor that require intervention/clarification.

Weekly meetings with Team to ensure adherence to process.

Active participation in Client calls; and performs service review with the client.

Maintain Error tracker and analyse kind of errors to support implementation of robust controls.

Good communication and interaction with the client in day to day operations

Work on Analytics and identify client benefits projects.

Service Period as TL March 2010 - 2015

Designation - Team Leader (Managing team size of 16 members) - Custom BPO - Legal Entity.

Roles & Responsibility :

Assign all work assignments

Commit the team to the work

Manage the quallity of the work and drive the people management activities with in the team.

Ensuring productivity, SLA, Accuracy & TAT meeting on time.

Handling client calls. Being back up for AM.

Designation Process Analyst in Accounts Receivables & Accounts Payables.

Service Period March 2005 - 2010

Job Description :

Allocation of payment received from customer's through cheques, bacs & credit card to the correct customer account and to the correct details.

Handling of External (customer, client) queries and internal queries (Credit control).

Reconciliation of cash received with the daily allocations.

Responsible for checking with the credit given by bank on a daily basis and following up with bank in case of any discrepancy.

Calling the customer for suspense reduction and customer unallocation.

Co-ordinating with the clients for payments received.

Co-ordinating with Accounts payable.

Co-ordinating with General Accountant team in tallying with the bank reconciliation statement.

Updating all the MIS and checking whether all the SLA's are met on a daily basis.

Preparing month end reports.

Responsible for following up with branch for details of allocation, payments.

Training the process to the new employee in the team.

Preparing the desktop procedures and updating them as and when any change has taken place in sub processes.

Responsible for audit on a daily basis.

Responsible for raising inter company refunds.

Responsible for set off's, write off's and clear downs.

Handling conference calls with the clients.

Responsible for checking all the control points in the process.

Acting as a Team Leader.

Achievements

I have been promoted in the same process from Team leader to Assistant Manager

I have won Team Spirit Award, Sport Award, Numero Uno Award & Alliance Award for my services to the team in times of BCP.

Experience Summary :

Organisation Smart Info Solutions Pvt Ltd. (Sister concern of Reliance

Infocomm Ltd.

Designation FSD - B & C (Field Service Desk - Billing & Collections)

Since May 2003 - February 2005

Job Description

Making outgoing calls for collection of bill payment and offer online resolutions.

Giving welcome calls and verifying the address of all the registered users.

Handling all sort of Billing queries and offer online resolutions.

Proper escalation of calls to the concern department if needed.

Respond to subscriber mails seeing clarification.

Co-ordinating with commercial team in order to resolve subscriber queries.

Co-ordinate with the marketing team in their updation of reports and achieving targets.

Ensure closure of calls with feedback given that is favourably accepted by the subscriber for a pending call.

Meticulous updation of call complaints for building subscriber call history.

Handle the functions of cash counter during bill cycle dates,

Meet corporate clients for rapport building.

Preparing MIS Report.

Achieving the Monthly Target.

Retaining the customers.

Taking care of office administration.

Experience Summary :

Organisation Stracon India Ltd (SPA Group)

Call - Centre for NOW ISP

Designation Customer Service Executive

Service Period Since Feb 2001 - April 2003

Job Description

Handle subscriber calls and offer online resolutions.

Respond to subscriber mails seeking clarification.

Co-ordinate with the billing team in order to resolve subscriber queries.

Ensure closure of calls with feedback given that is favourable accepted by the subscriber for a pending call.

Meticulous updation of call complaints for building subscriber call history.

Achieve targets fixed for reducing call wait time and enhanced processing of calls queued at ACD (Automatic Call Distributor).

Deal face to face with a suscriber if it warrants one.

Handle the functions of cash counter during bill cycle dates.

Meet corporate clients for rapport building.

Handling Windows OS related problems in the LAN & Internet.

Handling AHD that contains the entire database of the customers.

Making outgoing calls for collection of bill payment.

Giving welcome calls to all the registered usersDeal face to face with a suscriber if it warrants one.

Handle the functions of cash counter during bill cycle dates.

Meet corporate clients for rapport building.

Handling Windows OS related problems in the LAN & Internet.

Handling AHD that contains the entire database of the customers.

Making outgoing calls for collection of bill payment.

Giving welcome calls to all the registered users.

Retaining the customers.

Experience Summary :

Organisaiton SSI LTD

Designation Customer Service Executive

Service Period Since June 1998 - Jan 2001

Job Description

Handled Customers enquiries both walk in and telephonic.

Giving detailed descriptions about the various coursed offered.

Converting enquiries into registration.

Conducting Seminars in schools and colleges about the products.

Preparing Daily Sales Report.

Achieving the Monthly Target.

Co-ordinate with the Marketing Team in their updating of reports and achieving targets.

ACADEMIC CREDENTIALS :

Completed Secondary School Education From Sri Sarada Higher Secondary School (CBSE) in 1994.

Completed Higher Secondary School Education from Adarsh Vidyalaya Matriculation Higher Secondary School in 1996.

DEGREE : B.B.M (Bachelor of Baking Management) - Evening college

University : University of Madras

Class : I Class

Year : 1996 - 1999

TECHNICAL QUALIFICATION:

Typewriting English Higher.

Skill Sets :

Operating System Windows NT

Languages C++

RDBMS Oracle 8

Web Designing HTML

ACHIEVEMENTS IN ACADEMIC CARREER

Class pupil leader in High School.

Winners in various competitions.

STRENGTH AND SKILLS

Hard & Smart Working, Adaptable, Sincere and very Ambitious.

Strong Interpersonal, Communication Skills & good leadership qualities.

PERSONAL INFORMATION

Name Kavitha Shankar

Father's Name J.Sankaran (Late)

Date of Birth 15.02.1979

Sex Female

Marital Status Double

Nationality Indian

Religion Hindu

Languages Known English, Tamil, French

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