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team leader operations bpo

Location:
Chennai, Tamil Nadu, India
Posted:
January 10, 2018

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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)



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