Subject matter expert -Customer Service, leaded pilot batch

SATHISHKUMAR S E-Mail ID: **********@*****.***

Mobile: 842-***-****

CARRER OBJECTIVE:

To build a career that offers challenge and growth with opportunities to enrich my knowledge

and skills while contributing my best to the organization I work for.

PERSONAL SKILLS:

Expertise in analyzing, multi-tasking and decision making.

Experience in driving and leading the team.

Ability to adapt quickly and learning the new technology.

EDUCATIONAL QUALIFICATION:

Board/universit Year of % of

Course Institution

y passing marks

B.Tech (I.T) Mahendra Engg College

Anna university 2009 72%

Jayarani Matric Hr.sec.

H.S.S.C

School State Board 2005 73.50%

Jayarani Matric Hr.sec.

S.S.L.C

School Matriculation 2003 83.36%

COMPUTER PROFICIENCY:

Operating system: Windows 8, 7, VISTA, XP, 2000, 98, NT.

Packages: MS-OFFICE, Excel, Photoshop, Open office.

Language: C, C++, VB, .Net

WORK EXPERIENCE:

Organization. Years of Experience. Designation.

Subject Matter Expert/ Asst team

Sutherland Global Services. February 2010 - till date.

leader.

Mahendra Next Wealth IT India Pvt August 2009 - January

Executive - Knowledge Support.

Ltd., 2010.

WORK ACHIEVEMENTS:

Led the pilot team to generate new business revenue. (Total Promise to the Customers of McAfee

Antivirus).

Received Sutherland’s prestigious “Client” award for leading the Pilot team and achieving the

client requirements.

Received Sutherland’s “People” award for driving the team in an efficient manner and achieving

the key metrics.

Received best floor support award for Q-3, 2013.

Won the EXRA MILER award for the Q-3 performance in 2011 and in Q-2 2012.

Top performer on the floor continuously as an FLA and received awards.

CURRENT PROFILE:

Subject Matter Expert in Sutherland Global Service for McAfee Customer Support -ESupport

Queue.

Possessing 4+ years of experience in handling Chat and E-mail Queue.

Driving the team to handle customer queries via Email support for McAfee Products.

Handling escalation mails and chats for customer service.

Scheduling the team and driving them to achieve 100% Service level.

Mentoring the team to achieve CSAT metrics and provide them feedback through one on one session about

their performance on a regular basis.

Constantly monitor the Queue fluctuations against the forecast, tool outage, website changes and

reporting it to the Client.

Providing the team performance data and report to managers on a weekly and monthly basis.

Conduct huddle sessions on weekly basis to discuss the team performance and cascade the process

update to the team.

Tracking team documentation and scrubbing it on daily basis to reduce the errors of documentation

to achieve process adherence.

Preparing power point slides and reports for weekly business review.

Training new hires with the live process and driving them in achieving the production metrics as

well as CSAT metrics.

SPORTS:

II- DAN Black Belt in TAEKWONDO (Korean Karate).

Won gold medal in district level karate tournament.

Won zonal level district championship in KABAADI.

Won school level prizes in Track & field events (Athletics).

PERSONAL PROFILE

Father’s Name : Shanmugam.S

Mother’s Name : Jothi.S

Date of Birth : 16-03-1987

Gender : Male

Nationality : Indian

Religion : Hindu

Languages known : Tamil, English (Read, Write & Speak).

Hindi (Read).

Address : Sathishkumar S

Room No 407, Shree Selvaganapathy Guest House,

New No: 61, (Old No: 25), Officer Venkatachalam Street,

Chepauk, Chennai 600005.

.

DECLARATION:

I hereby declare that the above furnished details are truthful to my knowledge.

Place : Chennai

Date : (S.SATHISHKUMAR)

Contact this candidate