Manager Customer Service

Srikanth M S

Phone: 973*******

Kanakanagara

Phone: 900-***-****

Sujatha Puram post

Nanjangud-571301

********.****@*****.***

Objective

Explore the unleashed scenarios of individuality and personal

strength to build up a strong career in by exploiting the past

experiences and educational know how thereby solely dedicating the

services for enhancing and enriching the profitability and goodwill of

the company while upholding its ethical and cultural values.

Work Experience

Hinduja Global Solution Ltd. Mysore

Customer Relation Officer - 04/2007 - 05/2008

. Working on ICE Scores

. Working on Team's Quality Scores

. Archiving the team targets.

Bharat BPO Service Ltd. Mysore

Customer Service Officer - 06/2008 - 04/2009

. Monitoring the Real time Queue

. Doing the MIS Reports

. Working on Roistering

Hinduja Global Solution Ltd. Mysore

MIS Executive - 05/2009 - 05/2011

MIS & Reporting

. Handling Centralize MIS Team for South Hub (Karnataka, Andhra Pradesh, Kerala & Tamil Nadu)

. Auditing Daily Basis MIS of the team

. Handling Mobility services for Airtel

. Daily MIS report for Airtel QRC, Airtel ARC & Airtel Inbound (121)

Process

. Daily Real Time Administration (RTA) & Making Reports & Database

. Database Management with NDNC & DNC in Genesys

. Making EIS, Resource MIS & Corporate MIS - As per Management

requirement

. Billing Report of the month for FTE's Base

Dialer & Planning

. Dialer - Genesys Version 6

. Application - Hyperion, Outbound Contact Manager, Configuration

Manager & CC Pulse

. Database Planning - Uploading, Re-churning.

. Making call table strategy, MID Day report, Invoice

. Implement various support function for Improve and maintain

performance

Andromeda BPO

Team Manager - 8/2011 -04/2012

. Working for Vodafone Postpaid and Prepaid New Acquisition and Scales

and Marketing on the Revenue generation.

. Planning the Target on the basis of AON and the execution.

. Man Power planning for the entire process.

. Achieving the target on the S&M and also on the Acquisition's front

. Achieved 30L on the S&M campaigns

Dialer Manager - WFM - 8/2011 -04/2012

MIS & Reporting

. Handling Outbound (Service, Sales Marketing & Collection) for

Vodafone

. Daily MIS report for Vodafone all CS, SM and CNC Campaigns.

. Daily Real Time Administration (RTA) & Making Reports & Database

Dialer Management & Planning

. Dialer - Genesys Version 7.5 & 8.0

. Application - Altitude Reporting, Data Views, Hyperion, Outbound

Contact Manager, Configuration Manager & CC Pulse

. Dialer Management - Create Campaigns, Calling List, Agent ID, Filter,

Dispositions, Treatments

. Database Planning - Uploading, Re-churning data using Filter

. Making call table strategy, MID Day report, Invoice

. Implement various support function for Improve and maintain

performance

Vertex Customer Solution India Private Ltd.

Dialer Manager - WFM - 8/2012 -Till Date

MIS & Reporting

. Handling Outbound (Service, Sales Marketing & Collection) for

Vodafone

. Daily MIS report for Vodafone all CS, SM and CNC Campaigns.

. Daily Real Time Administration (RTA) & Making Reports & Database

Dialer Management & Planning

. Dialer - Genesys Version 8.7, 9.2, 9.6 & 9.7

. Application - Altitude Reporting, Data Views, Hyperion, Outbound

Contact Manager, Configuration Manager & CC Pulse

. Dialer Management - Create Campaigns, Calling List, Agent ID, Filter,

Dispositions, Treatments

. Database Planning - Uploading, Re-churning data using Filter

. Making call table strategy, MID Day report, Invoice

. Implement various support function for Improve and maintain

performance

Vodafone Collections at Vertex

. Handling Over all Collections Telecalling & Field Operation.

. Database Planning - Uploading, Re-churning on the required Strategy

on the base while looking into collection

. Planning the Man-Power requirement according to the allocation and

also the Revenue Generation

. Working on the KPI's as per the campaign wise and make sure that we

hit the target

. Planning on the contractibility of the campaign and strategizing

According to it

. Managing the soft and hard bucket for Vodafone for entire MNG

Airtel Profile

. Handling Outbound For Airtel Televerifaction

. Report for Out-Bound

. Working for Drishti Dialer for Outbound Televerifaction Process

. Outbound Strategy and Implementation

EDUCATION

. S.S.L.C Karnataka State University 2002-2003

. Diploma in Material Management Diploma Board 2007-2009

. Hardware & Networking from Jetking

Notable Achievements

. Was awarded as best MIS Executive (Big Leap) for 2 times

. Was awarded as best Dialer Manager (Big Leap) for 1 time

. Handled the responsibility of MIS for both Inbound & Outbound

. Received appreciations from clients for meeting the KPI's & also for

the process changes

Strengths

. Flexibility, Adaptability, Risk Taking and Time Bound

. Learning attitude with enthusiasm

. Capable of motivating others to complete the work effectively

. Possess quick wit in tasks for finding the solution

Personal details

Name : Srikanth M S

DOB : June26, 1987

Father's Name : Sridhar Rao M S

Mother's Name : Sharadambal

Marital status : Single

Languages known : English, Hindi, Tamil, Kannada

I believe that I am capable of working in this post and I promise to

discharge my duties, when appointed, to the best of my abilities.

Date:

Place: (Srikanth MS)

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