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Customer Service Manager

Market standards
August 16, 2018

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Mobile: +91-917**-*****


To work in a challenging and a competitive environment so as to enhance my analytical, human and intellectual skills which will help to leverage the growth of an organization.


15 Years of experience in Tele Sales, Operations, Customer Service.

- Experience in sales, retention and acquisition (Inbound and outbound)

- Extensive experience in coordinating with sales team and customer service.

- Excellent communication, presentation and analytical skills

- Inquisitive bent of mind to learn new concepts and possess quick learning ability.

- Good problem-solving abilities

- Demonstrated ability to manage multiple tasks and deadlines

-Watched for KPIs and built a few

-Won many awards in sales

- Running day to day Recruitment Operations (Interview Scheduling. Offer Generation etc ) with a view to meeting and improving service levels on an ongoing basis:

- Review current processes, reengineer and deploy processes

- Design service levels and metrics for service delivery

--Handled Project management in the company.

- Create, manage, document and deliver ongoing training

- Manage service delivery including Communication and Escalation Management Attrition management, Change Management and Customer Satisfaction and Process reporting (Provide ongoing process visibility through MIS / Dashboards)

- Integrate associated processes (upstream sourcing and downstream On boarding) to meet over recruitment service levels

-Engage end customers with a view to process improvements / feedback on process performance

-Participate and contribute in process automation/ enhancements

- Manage a team size of the range of 60-150

Educational Qualifications:

Academic: Graduation (B.Sc. computers) from New

Science Degree College, Osmania University(1999-2001)

Professional Experience

Working in Global data as Manager, Key Accounts from July 2016 to till date

Handling Oil, Gas & Power sector

Handling Key accounts across APAC region

Handling the sales team

Handling retention & Acquisition

Won “Best Sales Person” Award twice.

Closed a sale worth $ 100,000 which is one of the biggest sales in the organization.

Working as Major Account Manager at from December 2013 to June 2016.

Handling retention business.

Serving the existing clients with their service issues and make upsells.

Acquire new business.

Handling a team of 10 people.

Handled portfolios of up to 10 lakhs.

Achieved more than 100% of the target for consecutive years.

Handling around 30-40 lakhs per quarter (Individual) and 70 – 80 lakhs as a team.

Turned an Entrepreneur by starting a company called Vrinda Enterprises from June 2012 till November 2013.

Worked as Sr Operations Manager at from May 2011 to April 2012

Handling complete All India Operations and Customer Support.

Check the authenticity of the deals and make the deals live across India.

Doing market research and analyzing potential deals.

Handling finance related problems of the customers and issuing credits and vouchers.

Handled merchandise and procurement.

Negotiating with merchants to get deals.

Sending messages of the deals

Training and recruiting.

Handling All India Tele sales department.

Done appraisals for Customer Support and Tele sales team.

Has a record of getting the deal which sold the highest number of vouchers in total organization.

Was one of the top sales performers for the company.

Handling Corporate customers.

Worked as Operations Manager in Career solutions Pvt Ltd from July 2010 till April 2011

Worked as Center Manager in Reo Tek Solutions from June 2004 till January 2010

Handled travel process for Australia and New Zealand.

Direct call center operations as a liaison between clients, supervisors, and call center employees.

Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans.

Taken care of the installation works of the telephone, LAN and internet cabling. Handled the technical team efficiently.

Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives.

Conduct group training sessions on financial products and services.

Develop sales techniques of each customer service representative to drive revenue growth .

Coordinate the interviewing, hiring and training of over 100 customer service representatives.

Monitor interaction between staff and callers to ensure quality assurance standards.

Review call center statistics to measure staff performance and the need for improvement.

Worked as Operations Manager in Gr89 Info Services from January 2001 till April 2004

Position: Operations Manager

Handling clients for out bound call center (US clients) and get the sales. Dealt with clients to get projects.

Handled different projects like Mobiles, Mortgage, Health Insurance etc.

Building a team that effectively supports client programs, products and services.

Driving the development of superior customer service and high performance.

Leading workflow distribution and floor management to ensure service levels are satisfied.

Hiring, training/developing, motivating, coaching, evaluating and retaining qualified staff.

Maintaining service, talk/wrap time, data, and both client and consumer satisfaction levels.

Started as a Customer Executive and got promoted as Operations Manager.

Personal Profile:

Date of Birth : 10-04-1982

Nationality : Indian

Marital Status : Married

Language Known : English, Telugu and Hindi

Address : #409 Daffodils Block, Bhanu Township, Hafeezpet.

Passport Number : K 4732475

I hereby declare that the above information and particulars are true and correct to the best of my personal knowledge and belief.

Place: Hyderabad

Date: (Phani Sekhar)

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