Manager Customer Service

Suniya Shiji

Deputy Manager - Operations

E-Mail: ******.****@*****.***

Mobile: 989-***-****

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Career Outline

Insightful experience of more than 10 year of qualitative experience,

including in the areas of Team Management and Process Management

Operations. Associated with IBM. Since Feb 2005, was working as Deputy

Manager-Operations. Deftness in handling the overall functioning of

processes & implementing processes in line with the pre-set guidelines.

Proven track record of managing processes/ SOPs and streamlining workflow &

creating team work environment to enhance productivity innovatively.

Proficient in managing & leading teams for running successful process

operations & experience of developing procedures, service standards for

business excellence. Ensuring that the process surpasses the achievement of

delivery & service quality norms for all valued clients. Skills in

conducting various training sessions for enhancing the performance and

quality of service. Demonstrated abilities in cementing healthy

relationship with clients and rendering effective service. Competent in all

technical areas of specific function and has the ability to lead groups of

individuals with independent decision making capabilities and people

management skills.

Domain Expertise

- Quality Compliance - Call Centre Operations

- Service level Agreement

- Customer Service - Process Management

- MIS Analysis

- Team Management - collections and Retentions

- Operation Management

Core Competencies

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Team Management

< Leading, mentoring & monitoring the performance of team members to ensure

efficiency in process & quality operations and meeting of individual &

group targets.

< Maintaining performance of the team and conducting rapid checks on the

work completed by each individual.

< Framing work direction & plan for team members after assessment of their

capabilities.

< Conceptualising & developing need based training modules for developing

multi skilled work force for utilisation within sub processes for optimum

efficiency.

Operations Management

< Understanding the client business better and cascading the information to

the team.

< Ensuring that the Information security policy is adhered to and sensing

new business opportunities and informing the concerned team.

< Conducting performance reviews for Project, Reporting Managers and

overseeing the reviews done by Team Leads for the team.

< Holding daily and monthly R & R for the performing teams on SLA's,

quality and other essential parameters.

< Managing schedule adherence and daily seating requirements.

Quality Compliance

< Auditing applications, monitoring calls and delivering feedback.

< Conducting audits to check the efficiency of a QA / Verifier.

< Handling complaints and maintaining reports associated with it.

< Reviewing the performance of team members in coordination with the

Operations Manager.

< Preparing process documents and maintaining the reports/database, which

is send to client on daily basis.

< Ensuring Service Level Agreement for average quality score to client.

Customer Servicing

< Identifying improvement areas & implementing measures to maximise

customer satisfaction levels.

< Ensuring continuous interaction with the client to make sure that area of

concern can be worked upon for improved service levels.

< Setting out quality standards for various operational areas, ensuring a

high-quality customer experience while adhering to the SLA's and work

processes.

MIS

< Generating & presenting various weekly/monthly MIS reports pertaining to

process/productivity.

< Providing PPT presentations on a regular basis to the higher management

based on team's performance.

Experience summery

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Since Feb'05 IBM -: Delhi and Bangalore

Growth Path:

Feb'05-June'06 Customer Service Associate- Ops

Jan'06- Jun' 08 Team Leader - Ops

Jun'08- Dec'10 Assistant Manager- Ops

Dec'10- Feb'14 Deputy Manager- Ops

As Deputy Manager

< Have handled Retention Collection and upsell process(team strength 60)

along with three leads .

< Ensure department operates efficiently according to client and company

measures.

< Working closely with WFM for maintaining an accurate head count and

ensure adequate staffing.

< Ensuring that target of SLA% is maintained.

< Monitoring SLA's, Training, Quality and Certification Scores.

< Co-coordinating with the supervisors reporting in to me for resolution of

customer complaints.

< Taking initiatives through various programs so that the team members

adhere to all SOP's.

< Providing Cross Training to executives to handle High Call Volume

situations and reduce Idle Time.

< Create a "Fun at Work" atmosphere by introducing weekly contests and

Friday Fun activities on the floor to avoid monotony at work place.

< Resolve escalated customer complaints.

< Maximize revenue generated efficiency.

< Presided the monthly business review and showcasing the team's

achievements.

As Assistant Manager

< Was handling retention process.

< I was handling a team of 25 Associates and 2 SME's

< Conducted daily and monthly R & R.

< Handled the campus recruitments for the project and managed Team Leader

dashboard.

< Presided the monthly business review and showcasing the team's

achievements.

As SME

< Monitored the agents on work and gave effective feedback when required.

< Handled escalated calls of a team of 21 associates and prepared quality

reports.

< Conducted daily team meetings for resolving team huddles.

< Motivated the agents to cross all targets and gave presentations for the

Team Development Process.

< Generated daily, weekly & monthly reports and conducted monthly,

confirmation and annual appraisals.

< Interacted with clients on conference calls for call calibrations.

Previous Experience

o Worked in a CBSE school as a Computer Teacher cum Office

Assistant.(Part time)

o Also worked with Hutch (In touch Solutions) as a CCE for 1 year.

Achievements / Awards

/ Recognitions

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< Awarded the best performer on a consistent basis.

< Received many Client Appreciations and awards.(May-13)

< Was awarded by"Manager who shines" (2009, 2010,and 2013).

< Was awarded "Best Team" for the 2nd quarter R&R.(2010)

< Consistent in C-sat scores month on month (Above 90%).

< Retention champion for 2012 and 1st quarter 2013.

< Promoted to Deputy Manager-Operations in December-2010

< Promoted to Assistant Manager-Operations in June-2008

Organizational

Development trainings

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Basic Blue for IBM Leaders Manager Feedback New Manager

Orientation

7 Habits Self Management Executive

Presence

Emotional Intelligence Principled Negotiation

Problem Solving skills

Academic Credentials

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< Completed HSC from Delhi Board - 2nd Div. (1998)

< Completed SSC from Delhi Board - 1st Div. (2000)

< Completed B.SC from Manipal University - 1st Div. (2003)

Personal Details

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Father's Name : Chandra Babu K.K.

Address : Dwarka sector 11,New Delhi

Languages known : English, Hindi, Malayalam.

Interests : Listening to music, Watching selected movies,

traveling.

Have a keen interest in

Cricket.

Suniya Shiji

Contact this candidate