Manager Project

Resume

Sandeep S

Email: *******.***********@*****.***

Contact address Mobile: 994-***-****

Sandeep Nivas,

Kadakkarappally P O,

Cherthala,

Aleppey-688529

Kerala

Career Objective

To explore career opportunities in service industry, wherein my interpersonal and communication skills will help & contribute to the organizational growth and personal growth.

Professional Experience

CompanyPeriodDurationRoles playedExtra Weave5-Jun-2006 to 2-Feb-20078 MonthsProduction worker, SupervisorFirstsource Solutions Ltd.3-Feb-2007 to 15-Jan-20135Years 11 monthsProcess Leader, MIS, Payroll processorEben Telecom28-01-2013 still continuing6 monthsTeam leader, EE Team member

Achievements as a Process Leader:

I was a part of the team with the highest performers in Quality.

Successfully trained all Advisors on Quality Tools and thus ensuring increased efficiency.

Done analysis on customer satisfaction level and improved the score for the company from a 72%to 80%

Extra Miler Award for Nov 2010

Extra Miler Award for Sep 2011

Star Team for Quarter of Oct,Nov & Dec 2011

Extra Miler award for Mar 2012

Responsibilities Undertaken:

Trained almost 10 batches of 18 associates on process.

Managing client calls and reports.

Conducting Employee engagement programs for the entire company staffs.

Understand Service Level Agreements of clients and ensure guidelines are met.

Attending Conference Calls.

Responsible for the Performance Output of 50 Advisors reporting directly.

Motivating direct reporters to achieve their targets.

Handling Break Management, Transition, Coaching and monitoring the Advisors performance.

Daily, weekly and monthly Feedback to Associates.

Monitoring the supervisor console (CMS/Exony/Nortel/X-tend/ PACS).

Reporting to the Operation manager.

Taken initiatives for Employee referral program

Controlling attritions (Job turn over).

Preparing monthly payroll and performance data for the process.

Preparing and maintaing productivity reports for internal and external clients

Team Management:

Meeting project deadlines and targets on a day-to-day basis

Driving team and associate's performance.

Staffing and Scheduling.

Responding and solving issues regarding personal problem of associates having a bearing on the team effectiveness.

Act as an interface with the client and be responsible for completely managing the day-to-day operational functions thus ensuring customer delight.

Establish innovative systems and procedures for handling of data and reports and continuously improvise on them.

Suggest measures to reduce the cycle time in responding to customers through email/voice calls resulting in cost containment and profitability.

Provide efficient leadership to the team

Ensure the development of team members and ensure succession planning.

Grooming and mentoring the associates into leadership positions.

Counseling team members.

Walking the floor and handling floor related issues.

Designing and implementing effective reward and recognition programs from time to time.

Projecting an unbiased image by being objective and managing perceptions.

Be a one point clearance point for grievances

Need based escalation of decisions.

Managing performance of the team like performance appraisals, confirmation and ongoing feedback and training.

Trouble Shooting

Taking Escalation Calls

Attrition control as per the targets set by the company

Trainings and Workshops Attended:

Attended “Focuz training”

TTT certified by Idea

Quality certified by Idea

Scored 90+ for all process assessments conducted by idea.

Attended T2R (Train 2 Retain) program

“6 Sigma Yellow belt” trained.

Done analytical works on customer satisfaction/dissatisfaction reply & unique call tagging project.

Educational Background:

LevelsCompleted YearMarksPercentageInstitute10th2001442/60073.67%HSS Kandamangalam, CherthalaPlus 22003416/60069.33%Holy Family HSS Muttom Cherthala, AleppeyB.Com200660%Sree Narayana College Cherthala

Personal Profile

Father’s Name : N. Sadanandan

Date of Birth : 04-12-1985 (25 Years)

Languages Known

SpeakEnglishHindiMalayalamTamilRead & WriteEnglishHindiMalayalamTamil

Achievement in Sports & Arts

Participated and won prizes in Sports (High Jump and 800 Meters.)

Won 1st Prize in Drama Competition in Academic Year 1999 – 2000 and 2002-2003.

Hobbies

Football & Cricket

Watching movies & writing scripts.

Drawing

Coocking

Declaration

All the details furnished above are true to the best of my knowledge.

Sandeep S

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