C M Vijay Prakash

Mobile: +91-994******* E-Mail:ac3ckc@r.postjobfree.com

OBJECTIVE

A Business process leader, proficient in running successful method-oriented operations & taking initiatives for business excellence through process improvements, Banking Operations Management, Team Management & Telecom.

PROFESSIONAL EXPERIENCE

Overall 12+ years of experience in Banking and Telecom.

Working as Process manager with KGISL from july-2016 – till date

Worked as Assistant Manager with [24]7 INC from May -2011 – till July 2016.

Worked as Sr.Trainer with Minacs from May-2006 till April -2011.

Telemarketing Executive in ATS Services from Sep-2005 till Mar-2006.

Worked as co-ordinator for Akshaya Associates from Nov–2003 till July-2005

ROLES & RESPONSIBILITIES AS PROCESS MANAGER WITH KGISL

Leading and developing a team of 3-5 team members including team leaders; responsible for the overall direction, performance management, coordination and evaluation of the teams and team leads.

Handled the sales front for one of the leading telecom company in Australia.

Being responsible for transition of any new products those are being introduced for sales from the client’s end

Been a part of application testing for introducing chatbot and AI related apps for the existing clients

Introduced use case scenarios of chatbot or chat platform for the banks and telecom clients, that can improve their business and improve their existing customer experience

Hiring new hires to make sure the right candidates are been recruited

Handling client escalations if any and providing feedback along with POA

Identify Sales impacting issues, work out and implementing solutions and process improvements to increase Sales figures.

Drive process improvements to enhance the operational efficiency.

Developing and achieving performance goals and objectives in line with the network-wide vision and goals.

Actively participate in and drive the continuous improvement culture through lean projects. Identifying and eliminating barriers to accuracy, productivity, and quality.

KEY ACHIEVEMENTS IN CURRENT JOB PROFILE

Led a team of 5 team members that handled the sales campaign. Streamlined the coaching & feedback mechanisms.

Implemented incentive-based competition to make sure the zeal is up on the production floor that had shown a drastic improvement in terms of performance & productivity, resulted in achieving the client set target.

Worked very closely with the FTE’s to know their needs and make sure those are fulfilled in a timely manner and make sure agent satisfaction was the first priority.

Worked closely with the software development team, in developing the chatbot and chat platform that can help the client’s business and reduce their overall cost of calls.

ROLES & RESPONSIBILITIES AS ASSISTANT MANAGER WITH [24]7

Leading and developing a team of 70-80 team members including team leaders; responsible for the overall direction, performance management, coordination and evaluation of the teams and team leads.

Providing complete support for American customers (Banking & Telecom).

Being a lead for transition batches or any new skills those are being introduced from the client’s end

Hiring new hires to make sure the right candidates are been recruited

Handling client escalations if any and providing feedback along with POA

Identify customer impacting issues, work out and implementing solutions and process improvements to increase customer satisfaction.

Drive process improvements to enhance the operational efficiency.

Developing and achieving performance goals and objectives in line with the network wide vision and goals.

Actively participate in and drive the continuous improvement culture through lean projects. Identifying and eliminating barriers to accuracy, productivity, and quality.

KEY ACHIEVEMENTS IN CURRENT JOB PROFILE

Led a team of 5 team leaders that assisted the floor on query resolution and addressing of escalations in an organized and timely manner. Streamlined the coaching & feedback mechanisms.

Worked on a project to improve the Customer Satisfaction levels by implementing add on to the existing process for faster and effective resolution to the customers.

Performance measurement for the Team Members and TL`s was purely based on Operation manager’s observations through- out the review cycle. Metrics data/other contributions were looked at more closely, towards the end rather than being tracked on a monthly basis. To gauge performance at Team Member level on monthly basis in a structured way, automated Excel based template was created by me with the help of the Work Force Management Team, which helped the Manager to review the Performance data on a day to day basis.

Implemented incentive based competition to make sure the zeal is up on the production floor that had shown a drastic improvement in terms of performance & productivity, resulted in achieving 110% of the client set target. Rewarded by the clients for the same.

Took the lead in preparing a Database to track the overall strength of the project to ensure proper track of required FTE`s for the process and arrange for recruitment needs for the specific process to ensure adequate staffing is available to meet the required service levels and the required staffing throughout.

Worked very closely with the FTE’s to know their needs and make sure those are fulfilled in a timely manner and make sure agent satisfaction was first priority.

Best manager with the least attrition across the programme.

ROLES & RESPONSIBILITIES AS SR TRAINER WITH [24]7 INC (US BANKING-CREDIT CARDS)

Train new hire batches for one of the leading bank in US.

Prepare new hire curriculum for the process and implementing new processes that helps the programme from the training stand point.

Ensure delivery of customer satisfaction at all opportunities, in all areas.

Ensure a refresher training is planned when no batches for bottom performers to help them meet the target.

Responsible for executive trainers those were reporting to me and make sure their performance in reviewed monthly, quarterly & yearly.

Identify the training & development needs of the team & ensuring the corrective actions taken on time.

KEY ACHIEVEMENTS IN PREVIOUS JOB PROFILE (US CREDIT CARDS)

Was a part of the pilot batch. Shared best practises that have helped most of the process steps.

Received applauds from the Senior Management for making the new batches achieve and over achieve the client set targets well before the learning curve ends.

Received “Best Trainer” award during my tenure.

Been recognised and rewarded by the VP APAC as the best trainer with least attrition consistently.

ROLES & RESPONSIBILITIES AS SR TRAINER WITH MINACS BANKING & TELECOM PROCESS)

Train new hire batches for one of the leading banks & Telecom service provider in US.

Prepare new hire curriculum for the process and implementing new processes that helps the programme from the training stand point.

Ensure delivery of customer satisfaction at all opportunities, in all areas.

Ensure a refresher training is planned when no batches for bottom performers to help them meet the target.

Responsible for executive trainers those were reporting to me and make sure their performance in reviewed monthly, quarterly & yearly.

KEY ACHIEVEMENTS IN PREVIOUS JOB PROFILE (US CREDIT CARDS & TELECOM)

Was a part of the pilot batches. Shared best practises that have helped most of the process steps.

Received applauds from the operations for making the new batches achieve and over achieve the client set targets well before the learning curve ends.

Received “Best Trainer” award thrice during my tenure.

Been recognised and rewarded by the VP APAC as the best trainer with best performance and clients recommendations.

Been rewarded as “Best Trainer” for the quarterly awards for 2 consecutive quarters.

Been recognised as the trainer with least attrition and best “People Person”.

CERTIFICATIONS

Manager development Programme

FTLP (First Time Leader programme)

Interviewing skills (Hire the best)

STRENGTHS

Overall 10+ Years of Managerial & Training experience with reputed clients with proven track record of managing all activities single headedly along with management experience as Manager / Assistant Manager Operations including Queue management, Monitoring and training agents on Operational Procedures, facilitating Sales/Customer Service skill builder sessions and Root cause analysis.

An excellent communicator with proven abilities in performing efficiently and extending high standard services to international clients.

Achievement oriented with excellent people management skills and ability to change with ease.

Strong organization & planning skills along with the ability to handle capacities.

Rich experience in Customer Service for 3 major banks & telecom in US.

EDUCATION

BBA graduate from Indian School Of management, Andhra University.

ADCHN (Advanced Diploma in Computer Hardware & Networking) Coimbatore.

LANGUAGES KNOWN

English, Hindi, Tamil & Kannada

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