Customer Service Manager

Curriculum Vitae

E.Indra Kumar Email id:*********.*****@*****.***. Contact Number: 879-***-****

A professionally managed person with a cross functional experience of over Two decades with BPO Call Center, Insurance, Sales & Marketing & Engineering industry is seeking a Managerial Position in a professional organization, where I can utilize accomplished experience and skills for mutual benefit of the Organization & myself.

Working as a Freelance Trainer & Business Consultant With BPO Call Center Companies from July 2014 till date, offering services as a Freelance Soft Skills & Process Trainer, Project Management & as a Placement Consultant.

8 Years & 9 months of Overall experience with BPO Call Center Companies, tenure & details of various positioned played are as below:

Domestic Process: Worked with Out Bound Sales process for 2.1 years.

International Processes: Overall Experience: 6.8 Years

A. Worked as a Process Associate, SME, Process Trainer, and Process Developer, Quality Analyst with Outbound: Collections / Sales process for 6.8 years

B. Worked in a Managerial position: (2.9 years): Handling Business Processes, Operations, Training, and Quality Assurance, & Client Relations.

2 years of experience in Insurance Industry as an Insurance Advisor

8 years of Experience with Sales & Marketing Industry

4 years Exclusive Experience as a Production planning & Control Engineer

BPO Call Center Experience in Brief:

Working as a Freelance Trainer & Business Consultant for BPO Call Center Companies since July 2014 till date.

Worked as a Process Manager with m/s Methinks India : BPO Call Center Company Hyderabad

Worked as a Process Manager with m/s Jay Technologies : BPO Call Center Company - Hyderabad

Worked as a Process Manager with m/s Vishwas Infosoft Solutions Pvt Ltd : BPO Call Center Company Hyderabad

Worked as a Manager – Call Centre Operations, Training & Quality Assurance with m/s Vishwas Info soft Solutions Pvt Ltd: BPO Call Center Company Hyderabad

Worked as a Universal Coach (Trainer) & as a Process Developer with m/s GENPACT ( BPO Company)

Worked as an Insurance advisor with m/s ING Vysya Life Insurance Company selling Life Insurance products

Worked as a Business Manager (Sales) for Multiple Clients Selling Electro Static Discharge (ESD) & Clean room products to Public / Private / Defense & Related industries.

Worked as Production Planning & Control Engineer at m/s Lakshmi Associates (sub-contractor of m/s Kirloskar Electric Bangalore) executing assembly – Testing & Delivery of internal assembly of Industrial Transformers.

Attributes:

Excellent Communication skills (verbal and written)

Proven track record of people management and client engagement skills

Proven track record of Manpower planning & Organization.

Handled minimum head count up to 25 team members

Professional guidance and mentoring to Process & Support team.

Organizational and decision-making ability.

Self-Motivated with positive attitude.

Very strong customer service attitude.

Proven Track record of developing, maintaining healthy & professional relationships.

Flexible to work extended and rotational shifts

Willingness to continually learn, upgrade ones knowledge

Competencies:

Cross functional experience in Call Center & BPO industry, Insurance, Sales & Marketing, Engineering fields

Experience in International & Domestic processes (Inbound & Out bound) across: Collections --Customer service – Technical Support & Sales domains

Exclusive experience as: Manager - Operations - Business Process Manager Process & Skill Development Trainer - Subject Matter Expert & a Quality Analyst

Exclusive experience in Client management- Client interaction.

Operations management - Target scheduling & adherence

Design, implementation and adherence to SOP’s, Process Metrics & Parameters

Process Auditing – Deviations & Compliance adherence.

Fulfillment of SLAs on process metrics & Process deliverables.

Team and Performance management

Process Training and competency development

Skill set identification, Analysis & Skill Set Development.

Improve individual Process functions, Communication & Coordination between business & support teams

Preparation Of Periodical reports in required formats by the management and the Client

Best Manager” Award at Vishwas Infosoft Solutions Pvt Ltd (Call Center & BPO Company) – June 2011

"Silver award" for Passion & Ownership by m/s GENPACT - Collections Center of Excellence (C.O.E) – April 2010

“Bronze award” for Exemplary performance & Demonstration of Values in work place by m/s GENPACT – February 2008

“Bronze award” for Exemplary performance and demonstration of Values in work place by m/s GENPACT – November 2007

"Silver Cheers award" for Exemplary Performance and Demonstration of values in the work place by m/s GENPACT – July 2006

"Specialty Recognition Award" for Customer Service by m/s GE Consumer Finance - Collections Center of Excellence – March 2006

“Star of the Month & Cheers” award by m/s GENPACT – July 2006

Certification by Bill Arnold - America's leading Collection Authority on "How to collect Past Due Accounts"

Certification by Bill Arnold - America's Leading Collection Authority on "How to Negotiate for Payments in Full"

Certification by Bill Arnold - America's Leading Collection Authority on "How to Overcome Excuses"

Certification by m/s GENPACT- CLS on "Steps to Personal Mastery" - May 2006

Certification by m/s GENPACT - CLS on "Managing Change" - January 2006

Sl

Name of the Institute

University

Course

Year

1

B.M.S. College of Engineering

Bangalore University

(B.E - Mechanical)

1988

Name Indra Kumar Edamadaka

Date of Birth 04-06-1965

Marital Status Married

Languages Known English, Hindi, Telugu & Kannada

Address H no 20-82/5(1), Plot no 117

Dayanandnagar Malkajgiri Hyderabad 500047

Telephone Number +91-879-***-****

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

I declare that the information provided is true to the best of my knowledge

Indra Kumar Edamadaka Date:

End of Curriculum Vitae

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