Customer Service Manager

Tukuna Kumar Gouda

(M): 089********

Orissa

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

Seeking a position commensurate with my professional and experience.

Personal Strengths

. A strong sense of responsibility and commitment towards assignments

undertaken.

. Ability to lead and motivate team to achieve all assigned targets and

organizational goals.

. Ability to adjust in changing work cultures and environment with ease.

. Good communication and interpersonal skills.

. Ability to create good coordination and efficient cooperation among

team members.

CAREER SKETCH

Almost 6 years of experience in Telecom Industry out of which almost 4 yrs

as a Team Leader. During this time some of the things which I have been

exposed to are Process Excellence, Training & Development, Quality &

Compliance & Team Management. My last organization was MPHASIS an Hp

Company working as an Assistant Unit Manager. During this tenure I have

gained comprehensive experience in operations related to service delivery

customers, up front conversations & negotiations as well as educating them

about the services. Proficient in managing & leading teams for running

successful customer service operations & experience of implementing

procedures, managing front end operations for business excellence. I am a

keen planner & implementer with track record of developing operational

policies / norms, systems & controls, motivational schemes & customer

service standards. Also I am Resourceful in acting as an escalation gate

to resolve critical issues of the team members. I have the skills required

for conducting various training sessions for enhancing performance and

quality of service. I have displayed some of the excellent people

management, mentoring skills with the ability to train and motivate cross

cultural teams in optimizing their abilities in Customer Relationship

Management.

Worked as an Assistant Unit Manager in Mphasis an HP Company from March

2011 to December 2013 in Bhubaneswar.

1. Handling gold and Silver customer service executive.

2. Ensuring KRAs are well defined and communicating at each level.

3. Planning and implementing shifts, targets for CSR.

4. Tracking number of orders and conducting service level analysis.

5. Preparing reports, quarterly/ monthly and weekly business reviews with

clients.

6. Attending Conference calls with the client for any procedural updates.

7. Taking care of the training as per the requirement.

8. Conducting meetings and conference calls with clients to discuss

Operational / Productivity Standards and Practices & resolving issues

pertaining to the services for accomplishing customer satisfaction

metrics.

9. Root Cause Analysis and develop plans to increase productive and

enhanced customer satisfaction

10. Providing leadership inputs to all direct reportees.

11. Supporting HR in identifying integrity issues and then take appropriate

actions.

12. Conducting dipstick on the floor both for CSA. .

13. Leave management, timely R&R, team outings, one to one, career

counseling for team members from time to time.

14. Managing attrition for of the team also the Lob.

15. Taking Care the Gold Skill Set agent.

Worked as a Team Leader in Tech Mahindra (Airtel Process) from 13th Sep

2011 to March 2012.

16. Handling team of over 20 Customer Service Executive.

17. Ensuring KRAs are well defined and communicating at each level.

18. Planning and implementing shifts, targets for CSR.

19. Tracking number of orders and conducting service level analysis.

20. Attending Conference calls with the client for any procedural updates.

21. Taking care of the training as per the requirement.

22. Conducting meetings and conference calls with clients to discuss

Operational / Productivity Standards and Practices & resolving issues

pertaining to the services for accomplishing customer satisfaction

metrics.

23. Root Cause Analysis and develop plans to increase productive and

enhanced customer satisfaction

24. Conducting dipstick on the floor both for CSA.

25. Taking care of wrong SR dash board for Airtel Process.

26. Taking care of repeat for Airtel Process.

27. Prepare the RTA slot as required for floor

Worked as a Team Leader in Hinduja Global Solution (Airtel Process) from

1st Dec 20007 to Sep 2011.

28. Taking calls and giving the best customer experience.

29. Taking Escalation calls and managing the floor.

30. Encouraging the team to deliver quantitative and quality leads.

31. Maintaining the Breaks

32. Preparing the Shift Roster.

33. Giving the Briefing / Feedback/Auditing the calls

34. Maintaining the Service Level

35. Preparing all kinds of data support for the Operation as and when req.

36. Also Handling the Out Bound Process from Dec 2010 to March 11 ( Airtel

Prepaid to Postpaid connection and Vas Upsell Group)

37. Achieve the target as per my team head count.

Achievement in Mphasis

1. I got the Best Team Leader award for Bhubaneswar Circle.

2. I got the Mphasis PAN India Best team Leader award for Bharti process.

3. I got one time winning culture award for the Month of August 13

4. I was awarded as the Best Team Leader in Hinduja Global Solution.

5. My team was also given the Best team award during this time

Qualification

1. Higher Secondary from Gandhi Maha Vidyalaya in 2002.

2. B.Arts in Political.Sc (Hons) in 2005 from Sambalpur University.

3. Diploma in Computer Application from Info global Orissa.

Personal Profile

Father's Name : Ramesh Ch Gouda.

Mother's Name : Sulochana Gouda.

Date of Birth : 07th July 1985.

Permanent Address : Rourkela, Orissa

Nationality : Indian.

Hobby : Acting.

Languages Known : Oriya, Hindi and English.

Date: 10th March 2014

Tukuna Kumar gouda

Place: Rourkela

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