Customer Service Project

AKHIL L S

Contact # - 956-***-****, Email Address – ***********@*****.***

Assistant Manager - Operations

Punctual ● Organized ● Flexible

Dependable professional with 7+ years’ worked with world’s leading organizations such as:

Xchanging PLC is a company which provides business processing, technology and procurement

services in 42 countries for customers across many industry sectors. The company offers

expertise in business processing, with knowledge of insurance and financial services. Xchanging

offers IT outsourcing, infrastructure including network managed services, software products and

application management. It also sells procurement services.

Grihasoft is a leading provider of product data solutions. The company offers a wide range of

data optimization services which assist their clients in their inventory optimization, spend

analysis, supply chain management and eProcurement initiatives. The company works with

several companies worldwide in many verticals including Oil & Gas, Manufacturing and

Healthcare.

Key Projects Undertaken:

Project 1 Duration: 21 months Team size: 45

Detail: This project includes entering claims information into the system as per the client

instructions and EOB generation etc. Became an SME in this project and involved in training

new team members.

Project 2 Duration: 9 months Team size: 15

Detail: This project includes identifying the type of claims, entering the claim information into

client’s website, identifying the additional documents attached to each medical form, upload it

into the client’s website. Involved in training new team members, work allocation, perform QA

and provide feedback to the team, maintaining MIS reports on a daily, weekly and monthly basis,

conducting team meetings, client interaction through emails and weekly calls.

Project 3 Duration: 10 months Team size: 47 & 18

Detail: To monitor, coach & handle three processes. To motivate, drive and maintain the teams

to achieve their SLA’s. Analysis the flow of data on a daily basis and draw the target plan for the

day and updated the same to the team in pre-shift. To create and maintain process documents. To

appreciate all Good/Excellent activities and give feedback on all fair/poor/improvement need

activities. To conduct meetings & give feedback to every associate on their quality and

production status on a weekly basis. To perform and maintain other team related activities like

new joiner’s formalities, Training, Appraisal, and Team Outing & Attrition. Identify, motivate

and groom associates to the next level. To conduct the first level of operations interview in case

of any recruitment for the process.

Project 4 Duration: 48 months Team size: 75

Detail: Providing Inventory Services for the hospitals based in US with flexible solutions for

reducing the cost of clinical supplies through superior control over the clinical supply process

and solution to control and optimize the entire clinical supply inventory management process.

This includes Hospital Inventory Evaluation, Data Cleansing and Enrichment and Master Data

Management.

Handling operations for 3 projects consisting of 6 processes comprising of 30 Domain

Experts, 41 Senior Executives and 4 DBA’s.

Develop staff to achieve their potential to meet both company objectives and personal

objectives by maintaining a team climate in which creativity thrives and in which

processes and productivity are continuously improved.

Succession Planning, Contingency Planning, Center Targets & Capacity Planning.

Implement cross training plans, taking into account the Global Contingency requirements,

Staff Banding progression and Operational requirements and striking a balance among

Team members by consistently maintaining a high level of customer service by achieving

established SLAs.

Arranging and scheduling meetings / trainings / interactive sessions and team building

activities to provide a platform for developing better communication among the teams as

well as facilitate clarifications

Coordinating conference calls with the State side for a better understanding of the

CLIENTS needs with respect to product knowledge, specification and work procedure

Conducting periodical performance appraisals.

Employers:-

• Working with Griha Software Technologies, Bangalore since Aug-2010 as Assistant

Manager – Operations.

• Worked with Xchanging Solutions Pvt Ltd, Shimoga & Bangalore from April 2007 – July

2010 as Team Leader – Operations.

Job enhancement:-

Rewards & Recognitions - Won Best TL leader award for the months of (Dec 2009 & Jan 2010

& Mar 2010)

Certification:-

• Certified On-Trac leadership training.

Academic Details:-

EDUCATIONAL INSTITUTION YEAR OF % OF MARKS

DETAILS PASSING

B.E SCAD 2006 64.3

(ELECTRONICS & ENGINEERING

COMMUNICATIO COLLEGE,

N) TAMILNADU

PUC N.S.S.H.S.S, 2002 76

KOLLAM,

KERALA

SSLC N.M.E.M.H.S, 2000 83.83

KOLLAM,

KERALA

MS Office Tools:

Microsoft Excel: Expert (array formula, pivot tables, charts, vlookup,hlookup,VBA etc.)

Microsoft Access: Expert (Queries, Functions etc.)

Personal Details:

NAME : Akhil L S

AGE : 29

DATE OF BIRTH : 10-5-1985.

SEX / MARTIAL STATUS : Male / Married.

NATIONALITY : Indian.

PERMANENT ADDRESS : T.T.Vihar, Thazham,

Chathannoor P.O.Kollam-691572.Kerala, India.

LANGUAGES KNOWN : Malayalam, English, Tamil, Kannada and Hindi.

DRIVING LICENCE : 4736/Q/03

OTHER ACTIVITIES : Reading, organizing various technical

Activities, traveling, computer related

Articles, listening music.

Declaration

I, hereby declare that the above written particulars are true to the best of my Knowledge and

belief.

AKHIL L S

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