Customer Service Representative

Siva Kumar Bukka

Plot no **, Phase *, Home: 089*-*******

Vuda colony, **************@*****.*** Cell: 077********

Rajeevnagar,

Kurmanpalem,,

Visakhapatnam 530046

Career Statement

Middle level positions in Operations Management, Process Management,

People

Management with leading organizations.

. Dedicated customer service manager with 6+ years of experience in "HSBC".

Proficient in managing & leading teams for running successful process

operations & experience of implementing procedures, service standards for

business excellence. Skills in conducting various technical and training

sessions for enhancing the performance and quality of service. Being a

part of Account Intelligence Unit always ensured the KPI's of the team

are always on higher note. Acting as an escalation gate to resolve

critical issues of the team members during client verification. Strong

communication & interpersonal skills with proven abilities in Customer

Relationship Management & Team Management. Consistently achieve record-

high customer satisfaction rankings, improvements to the bottom line and

turnaround of underperforming operations.

. Respected builder and leader of customer-focused teams; instill a shared,

enthusiastic commitment to customer service as a key driver of company

goal attainment. Lead by example and ensure the execution of all

operations.

Areas of Expertise

Customer Service Management Customer Satisfaction Teambuilding & Training

Complaint Handling & Enhancement

Resolution Front-End Supervision Cash

Cards and Retail Operations Security Compliance Data Transactions(NEFT/RTGS)

Management Matching

Order Fulfillment

Professional Experience

HSBC HDPI

CCSS Team Manager: 2009 to 2013

Customer Service Representative: 2007 to 2009

. Managing customer service operations inclusive of conceptualizing &

implementing short / long term plans; managing teams with focus on

excelling business targets & service delivery metrics.

. Providing an efficient and flexible response to operational issues, in

order to maintain levels of service delivery, client and customer

satisfaction.

. Reviewing MIS reports & other statements with a view to apprise

management of Process operations and assist in critical decision-making

process.

. Mapping client's requirements; assisting in developing, implementing and

transitioning, customizing Processes in line with the guidelines

specified by the client.

. Preparing Standard Operating Procedures, Manuals to facilitate smooth

functioning of process, ensuring conformance to Service Level Agreements.

. Monitoring the overall functioning of processes, identifying improvement

areas and implementing adequate measures to maximize customer

satisfaction level.

. Identifying improvement areas & implementing measures to maximize

customer satisfaction levels.

. Handling escalations for resolving critical issues.

. Escalating Cases to Business area on identifying a potential risk for

further investigation.

. To Ensure 100% Quality of the team during client verification to avoid

Risks.

. Ensuring continuous interaction with the customer to make sure that area

of concern can be worked upon for improved service levels.

. Interacting with Support functions for staffing & scheduling

requirements, performance reporting etc

. Managing & monitoring the performance of teams to ensure efficiency in

process operations and meeting of individual & group targets.

. I have managed many teams in different queues within the last 4 years in

an Operations role. I started my career in Operations by managing a team

in "CRS Internet Technical Support", "Cards and Retail Customer Care"

and " INM Banking/KYC" where Quality was always one of the key Metrics.

. Leading and motivating a team of 18 personnel working with me to meet and

exceed business deliverables and hence ensuring timely, prompt and

efficient customer service and Quality Checks done by the BA.

. Managing and conducting audit and compliance related initiatives and

exercises for the department and the business unit on a quarterly basis

to mitigate potential risks which could bring disrepute to the bank and

its staff.

. Conducting the first round of interviews for the new entrants in various

job fairs initiated by HSBC.

. Analyze data and other efficiency reports to observe trends and thus help

in identifying spare capacity (Personnel) and/or unutilized time and

apply the same to further create more efficiencies within the department/

business unit. Analyze historical data to predict volumes accurately and

thus help in contingency management.

. Managing Customer information (customer confidential information) as per

company policies, local and off shore regulatory authorities.

. Evaluating the client AML risk by verifying client attributes

. Investigating the payment transactions like NEFT/RTGS

. Direct and manage cross training initiatives within the department and

business unit hence ensuring optimal utilization of resources at no extra

cost to the company.

. Plan and initiate Health, safety and wellness programs within the

department/business unit as per Health and Safety Policies.

. Ensuring overall compliance of the department and the business unit by

working/collaborating effectively with internal/external audit/risk

teams.

. Forecasting and controlling of attrition by using employee engagement

tools for the department and business unit.

. Management of customer escalations & complaints and ensuring complaints

are maintained at a minimal level by monitoring quality for the

department and interfacing/ calibrating with on-shore and off shore QA

teams. Ensuring variance on QA with on shore and off shore QA partners is

minimal to create a better customer service workforce.

Career Highlights

. Designations : CCSS TEAM MANAGER.

. Departments : CRS Operations, Internet Technical support (2007-2011),

INM Banking

(KYC, NRI & Premier Services )2011 till

Dec 2013

Strategic Planning Contingency Planning

Risk Management Attrition Control

Audit & Compliance Customer Due Diligence

Security Compliance Data Match Supporting Risk

Rating

Customer Identification Program People Management

Cash Transactions Quality Control &

Management

People Management Performance Management

Credit Card Operations Process Management

Inbound / Outbound Calling Recruitment Of New

Entrants

Academics

. MBA Specialization in (Marketing and HR) from JNTU with an aggregate

of 68%

. Graduation in BSc statistics from BVK College, Visakhapatnam with an

aggregate of 68%

. 10+2 in PCM from Pavani Jr College, Visakhapatnam with an aggregate of

73%

Personal Details

NAME : Bukka Venkata Satya Siva Kumar

Date of Birth : 29th Feb 1984

Address: Plot no 61,

Phase III Vuda colony,

Rajeevnagar,

Kurmanpalem,

Visakhapatnam - 530046

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

Contact : 91-779*******

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