K. SENTHIL KUMAR
Mobile: +91-909*******
Email: ac3zmq@r.postjobfree.com
CAREER OBJECTIVE
To be associated with progressive organization that gives scope to apply my professional skills and provides advancement opportunity and knowledge empowerment.
CAREER SUMMARY
* A customer oriented and excellent communicator possessing 6 years of experience as Team Leader.
* Excellent in conveying client's requirements
* Expertise in taking follow up on daily basis.
* Excelled in empathetic solutions to objections and issues dealing with customers and team members.
KEY SKILLS AND COMPETENCIES
* Strong decision making and problem solving skills
* Able to motivate and lead others in a team environment
* Ability to build rapport and trust quickly with the team
* Prioritize tasks and workloads in order of importance
* Track record of delivering results with deadlines
* Highly organized and extremely dedicated to training of personnel to ensure success for corporate gain as well as personal growth within the organization
* Proficiency in MS Office
PROFESSIONAL EXPERIENCE
Fullerton India Credit Company
Designation: Team Leader (March 2017 – Present)
* Mapping process requirements and coordinating, developing and implementing process in line with guidelines.
* Monitoring the overall functioning of the processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.
* Preparing MIS reports as per SLA with a view to apprisemanagement of the process operations and assist in critical decision making process.
* Assessing the customer feedback, evaluating areas of improvements & providing critical feedback to the associates on improvements and achieving higher customer satisfaction metrics.
KEY RESPONSIBILITIES
* Preparing daily workloads for staff & coordinating the daily allocation of work
* Interacting with the client to understand the process and finalize its scope
* Conveying the client requirements to the team with regards to the process
* Resolving escalated customer complaints
* Adhering to the schedules
* Analyze the performance results and implement the department improvements
* Implemented strategies to ensure the efficient operation of the department.
* Managing the team effectively to ensure achievement of target and performance
* Motivate the team to achieve high standards and KPI targets
* Maintained the projects business continuity plan
* Analyze and maintain all client SLA's.
* Co-ordinate with support department to ensure staffing strategies is effectively executed.
* Providing the feedback to the process manager at the end of the day
* Training the new employees in the process as well as in the technicalities of the process to provide support to clients
* Responsible for selecting, training, developing and managing performance of professional and non-exempt direct reports
* Provided prompt and objective coaching and counseling regarding metrics/ KPI's of team
BANKBAZAAR.COM (A&A DUKAAN FINANCIAL SERVICES PVT LTD)
Designation: Team Leader (June 2015 – March 2017)
* Responsible for coaching and supporting team members both soft skill and convincing skill in a Call Center/ Operations environment.
* Setting targets for team based on inflow volume.
* Analyzing and preparing mind block removers effectively to achieve business conversions.
* Responsible for all major KPI metrics adherence and business reviews.
* Responsible for coaching and monitoring all quality aspects of team to have a standard benchmark.
* Responsible for tracking training inputs for coaching the team on products to have a smooth process flow.
KEY RESPONSIBILITIES
* Managing the team effectively to ensure achievement of target and performance
* Motivate the team to achieve high standards and KPI targets
* Maintained the projects business continuity plan
* Analyze and maintain all client SLA's.
* Co-ordinate with support department to ensure staffing strategies is effectively executed.
* Provided prompt and objective coaching and counseling regarding metrics/ KPI's of team
ALLSEC TECHNOLOGIES, CHENNAI
Designation: Team Leader (Sept 2009 - June 2015)
* Responsible for coaching and supporting team members both soft skill and technical skill
* Responsible for inbound and outbound activity including cold calling
* Includes end to end process billable seat forecasting to till process seats billing
* Responsible for preparing all conference activities like MBR, QBR, HBR on performance and business flow with clients
* Responsible for rosters based on client forecast
KEY RESPONSIBILITIES
* Roster based on call volume
* Interacting with the client to understand the process and finalize its scope
* Conveying the client requirements to the team with regards to the process
* Resolved escalated customer complaints
* Adhering to the schedules
* Analyze the performance results and implement the department improvements
* Implemented strategies to ensure the efficient operation of the department.
* Managing the team effectively to ensure achievement of target and performance
* Motivate the team to achieve high standards and KPI targets
* Maintained the projects business continuity plan
GLOBUS OUTSOURCING SOLUTION, CHENNAI
Designation: Customer Sales Officer (2008 - 2009)
KEY RESPONSIBILITIES
* Handled outbound calls of US customers
* Responsible for the sales and promotions, ensured all business practices were being upheld in the high standards
* Responsible for the direct impact of profit and loss on the bottom line; defining different practices needed to be implemented to ensure profitability within the location; and directing the information to the process manager
* Handled and dealt with customers objections to pricing and customer complaints
* Building up good rapport with colleagues & other team members for efficient work results
VOLTAS, CHENNAI
Designation: Sales Officer, Worked for 9 months in the year 2004
KEY RESPONSIBILITIES
* Responsible for sales and service of water coolers.
* Responsible for the supervision of the collections of payments.
* Directly responsible for the profitability of the location, marketing, strategizing the acquisition of new accounts, Dealers.
EDUCATIONAL QUALIFICATION
* Diploma in Electrical and Electronics Communication from SRM Engineering College, Kattankolathur, completed in the year 2004
* SSLC from Sri Ramakrishna Mission Boys Hr. Sec School, completed in the year 2002
ACHIEVEMENTS
* Continuous 0% attrition for 8 months with highest average tenure in Samsung Process during the year 2011.
* Awarded as `Best Performer Award' in the year 2012 and 2013 in Allsec Technologies.
* Awarded as `Best Outstanding Performer' in year 2014 from Pizza Hut Process Client end (YUM Certified) for achieving the highest sale targets.
STRENGTHS
* Excellent verbal and communication skills
* Positive attitude
* Ability to work with a diversity of people
* Excellent telephone etiquette
* Computer and internet savvy
PERSONAL DETAILS
Father's Name : N. Karuppan
Date of Birth : 16 - 01 - 1984
Martial Status : Married
Languages Known : Tamil, English, Hindi
Address : No. 47, Periyapalli Street, Mandaveli, Chennai - 600 028
DECLARATION
I hereby declare that the above-furnished details are true to the best of my knowledge and belief.
Date:
Place:
Yours truly,
(K. Senthil Kumar)