Bijja Manish Kumar

Email: actnit@r.postjobfree.com Phone: (M) +91-990*******

Seeking a challenging position to utilize my skills and abilities in Process Management & Operations Management, which offers a professional growth while being resourceful, innovative and flexible.

A result – oriented professional with 11 years of experience, with 6.2 years in Operations, Team Leader in Voice and Non-Voice Operations

Proficient at managing & leading teams for running successful process & service standards for business excellence

A thorough professional with a proactive attitude, capable of thinking in and out of the box, generating new design solutions and ideas.

ITIL® V3 foundation certified

CORE STRENGTHS

Troubleshooting Skills

Analytical & Problem Solving Ability

Commitment towards work

Sincerity and Self-Confidence

Good team player

TECHNICAL SKILLS

Operating System : Windows

Software : MS Office

Hardware and Basic Networking Knowledge

Technical Knowledge towards Windows OS, Microsoft and commercial Apps and Virus Removal

PROFESSIONAL EXPERIENCE

Organization: Infinite Computer Solutions

Duration: Jan 2011 – Dec 2015

Designation: Team Leader (Technical, Inside Sales & Customer Service)

Responsibilities:

Perform the tasks of monitoring, organizing, and coaching team on a daily basis

Source new sales opportunities through inbound & outbound calls

Understand customer needs and requirements

Route qualified opportunities to the appropriate sales executives for further development and closure

Close sales and achieve quarterly quotas

Perform effective online demos to prospects

Responsible for ensuring that the Service Level Agreements with customers are met at all times and incase of deviation, corrective action plans implemented.

Client Interactions – Conference Calls & Weekly/Monthly Business Reviews

Proactively identify process gaps, report on quality trends and make recommendations for improving and enhancing the customer satisfaction index

Define, implement and monitor standardized process, policies and procedures

Also a part of the Team(for managing Profit & Loss)

Managing the Shrinkage & the Scheduling for the entire Process

Effectively managing attrition within acceptable levels and develop strategies to increase retention

PREVIOUS EXPERIENCE

Organization: Mphasis an HP Company

Duration: Sep 2009 – Dec 2010

Designation: Sr TSO

Responsibilities:

Managed 18-20 team members & responsible for their overall performance

Adequate measures to maximize Customer Satisfaction Level

Client Interactions – Conference Calls, Weekly / Quarterly Business Reviews

Dealing with the team members by monitoring and managing the team's performance metrics

Maintaining highest level of technical proficiency, soft-skills, phone etiquette skills and management skills

Identify training needs for the team.

Organization: Brigade Corporation PVT LTD

Duration: Jan 2005 – May 2009

Designation: Team Leader (Started as FLA)

Orchestrated biggest floor team a mix of both tenured & new hires ensuring optimum performance

Planning targets, monitoring production, and achievement of overall targets on a daily, weekly & monthly basis

Monitoring overall performance of team and identifying areas of improvement

Adequate measures to maximize Customer Satisfaction Level

Involved in Professional and Personal development of individual team members by identifying training needs

Handled all logistics related issues, roster management, shift rotations & Leave planner

ACCOMPLISHMENTS

Rated as the Best Team Leader for the year 2012, 2013 & 2014

Rated as the best ASG across the floor for the month of Oct’09, Nov’09 & Dec’09

Apart from providing e-Support to hardware, software and printer inquiries, I have taken the initiative of building a Knowledge base forum where all the technical updates were updated periodically and if any reoccurring issue was found it was posted on this forum. Such information was a Client Value Addition, which helped in upgrading myself to a Technical Team Lead

Rated as the best Team Leader across the floor for highest customer satisfaction achieved in the half-year (Dec 2008- Mar 2009)

ACADEMIA

Completed Master of Computer Applications (Osmania University), 2004

PERSONAL DATA

Date of Birth : 21-October-1980

Address : #11, Vinayaka Layout, Kadugodi, Bangalore – 67

I hereby declare that the above mentioned details are true to the best of my knowledge.

Thanking you,

Bijja Manish Kumar.

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