Customer Service Manager
Resume:
Manoj Kumar Pallala
Cell: 905-***-**** / 939******* E-mail: ***********@*****.***
Address: H# 20-70/12, Goutham Nagar, Malkajgiri, Hyderabad - 500047
* Professional with over 15 years of overall experience coupled with nearly 10 years of exposure in the outsourcing industry.
* Currently designated as Assistant Manager – Operations (Videocon D2H Process), Polaris Financial Technology Pvt. Ltd, Hyderabad.
* Seeking a challenging Managerial position in Operations in ITES/Telecom/ISP/Banking/DTH domain.
Core Competencies:
* Complete understanding of BPO and customer service operations and success in steering them to enhanced growth with vision to drive business excellence through efficient operations and client servicing.
* Possess sound domain knowledge of Operations management, Analysis and problem solving and Customer relationship.
* Proven ability to provide a high level of Customer Service surpassing market standards and maintain healthy relationship with peers and competitors.
* Effective analyst, problem solver and communicator able to forge solid relationships and build consensus across multiple organizational levels.
* Recognized for consistent achievements in team management and cost-effective systems implementation, operations and its optimization.
* A personality with strong business acumen, excellent inter-personal relationship, possessing strong leadership and team building capabilities.
Career Profile
Currently designated as Assistant Manager – Operations (DTH Process), Polaris Financial Technologies Pvt. Ltd, Hyderabad (Aug 2011 to till Jan 2014)
Achievements:
* Instrumental in consistent maintenance of QRC Error within the permissible limit of 1%. Complaint 0% and Request 0.39%
* Instrumental in the implementation of Rewards and Recognition Program in the organization designed for rewarding performing executives, conducting various cultural programs, team outings and various other activities.
Job Profile:
* Since Feb 2013 playing a role of Acting Manager Operations in the absence of Manager. Directly reporting to SDL.
* Preparation of monthly Invoice and RnP.
* Management of day to day operations of the Videocon DTH processes; client interaction and maintenance of Service Level Agreements (SLA) with the aim of maximizing client satisfaction.
* Provide leadership, coaching and motivation to the Operations team of 105 members comprising of Customer Service Representatives and Team leaders to ensure reaching of customer service delivery and other targets.
* Monitor performance of team members with respect to Service Level Agreements; identification and analysis of performance trends and gaps.
* Conduct weekly meetings with clients on quality and customer satisfaction metrics.
* Manpower requirement analysis based on volume trends to ensure maintenance of service levels though optimum utilization of available resources; recruitment of additional manpower based on business volume and requirement.
* Involved in recruitments on behalf of operations team.
* Performance of annual appraisal of Team Leads and monitoring of agent appraisals; maintenance of productive relationship with support functions to ensure smooth flow of operations.
* Also involved in administrative functions like preparation of weekly rosters, maintenance of Leave Management System apart from providing inputs to the Senior Manager on current staffing and required manpower.
Assistant Manager – Operations (Telecom & DTH Process), Brigade SGF, Hyderabad (Jun 2009 till May 2011)
Achievements:
* Recognized and appreciated for securing the pan India top position in sales promotion of NEO Sports pack, FX Channel promotions, I-Games and Top packs.
* Instrumental in consistent maintenance of Fatal Error within the permissible limit of 5%.
* Best Performing Manager of the year 2009, recognized and awarded by Reliance BPO
Job Profile:
* Management of day to day operations of the Reliance Telecom & DTH processes; client interaction and maintenance of Service Level Agreements (SLA) with the aim of maximizing client satisfaction.
* Provide leadership, coaching and motivation to the Operations team of 130 members comprising of Customer Service Representatives and Team leaders to ensure reaching of customer service delivery and other targets.
* Monitor performance of team members with respect to Service Level Agreements; identification and analysis of performance trends and gaps.
* Management of departmental budgets and implementation of cost saving initiatives; conduct weekly meetings with clients on quality and customer satisfaction metrics.
* Manpower requirement analysis based on volume trends to ensure maintenance of service levels though optimum utilization of available resources; recruitment of additional manpower based on business volume and requirement.
* Performance of annual appraisal of Team Leads and monitoring of agent appraisals; maintenance of productive relationship with support functions to ensure smooth flow of operations.
* Also involved in administrative functions like preparation of weekly rosters, maintenance of Leave Management System apart from providing inputs to the Senior Manager on current staffing and required manpower.
Assistant Manager – Operations (Telecom & DTH Process), Reliance BPO, Chennai
(Feb 2004 - Jun 2009)
Achievements:
* Successful in the implementation of special projects on maintenance of Fatal Error below 2%; Customer Satisfaction (C-SAT) over 90% and First Time Resolutions (FTR) over 80% leading to maximizing of client satisfaction.
* Lead Project Coordinator for MAFI (Major Area for Improvement for all four circles in South India (Telecom & DTH Process) with success rate of performance below set target of <2%.
* Instrumental in the implementation of Rewards and Recognition Program in the organization designed for rewarding performing executives, conducting various cultural programs, team outings and various other activities.
* Recipient of Best Circle Performance Awards for cultural activities in 2006 & 2007.
Job Profile:
* Management of day to day operations of the Telecom & DTH process across all four circles in South India; vendor management to ensure maintenance of quality standards and customer satisfaction (C-SAT) levels.
* Regular interaction with clients on maintenance of service level agreements.
* Provide leadership, coaching and motivation to the Operations team to ensure reaching of customer service delivery and other targets.
* Identification and analysis of performance trends and gaps apart from monitoring performance of team members with respect to Service Level Agreements.
* Management of departmental budgets and implementation of cost saving initiatives; conduct weekly meetings with clients on quality and customer satisfaction metrics.
* Analysis of manpower requirement based on volume trends to ensure maintenance of service levels though optimum utilization of available resources; recruitment of additional manpower based on business volume and requirement.
* Performance of annual appraisal of Team Leads and monitoring of agent appraisals; maintenance of productive relationship with support functions to ensure smooth flow of operations.
Previous Employment Details
Front Office Executive, Officers Academy, Secunderabad (Jul 2003 – Oct 2003)
Job Profile:
* Assigned charge of counseling of students; attend enquiry calls and provide course details; maintenance of administrative records and handle bank related operations.
Accounts Assistant, Pallav Apparels, Secunderabad (Feb 1998 - May 2003)
Job Profile:
* Maintenance of ledgers, assist the Senior Accountant apart from handling bank related operations.
Education
B.Com (Commerce), Osmania University, 1997
Undergone trainings in COPC and Leadership Development
Personal Particulars
Date of Birth: 29th June 1976
Languages: English, Hindi & Telugu.
Reference: Available on request.
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