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Manager Account

Chennai, Tamil Nadu, India
14 lks
February 20, 2020

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Antony Kumar M

Account Manager - SD

Mobile: 081********/099********

No: 66/77, 5th Street, Kannikapuram,

Velachery Road, Chennai – 600032.



Dedicated Manager with effective leader skills which are being excelled by using proven methods and cutting-edge technology to successfully cut costs, streamline operations and increase productivity. Assertive and enthusiastic, with extensive knowledge of process optimization and an unsurpassed worth ethic.


Launched New Program –

Heading SD team for Amazon clients.

Strategic planning.

Process improvements.

Global and strategic sourcing.

Ability to work in a fast-paced environment

Ability to interpret data, identify trends, and make suggestions for improvements

Pro-active ability in developing trust and professional rapport with employees and team members

Adjust quickly and smoothly to changing priorities and conditions

Cost reduction and containment

Systems implementation.

Process & Procedure development.

Team building and engagement.


Experience and Achievements

Account Manager Sep 2016 to Current

Sutherland Global Services

Managing English/Tamil phones, E-mail, Chat Accounts for Clients.

Implemented Adult Learning methodologies to fill the knowledge Gap and excel in operations.

Gemba activity across the production floor to get ideas to enhance customer experience.

Leading site level initiatives, projects that impact overall site performance Related to customer obsession.

Owned productivity project to improve agent productivity with no impact in quality.

Generate revenue by coaching staff on effective prospecting and lead development strategies.

Monitor employee productivity and optimise procedures to reduce costs.

Consistently meet or exceed gross profit goals.

Maintained high Service Levels with no client escalations.

Working with capacity team to prepare weekly schedule and ensures that we have adequate staffing to meet the Service level.

Delivered 35 Customer Obsession Awards – Best in the Network.

Leadership award for leading the Non-Voice channels to bounce back on profit mode.

Managed to achieve full 5% incentive throughout the tenure as Account manager.

Identified and groomed high potential employees to future leaders

July 2010 to Sept 2016

Team Manager on role

Successfully Launched a very new Project for Sutherland - customer centric Process.

Been a single point of Contact with respect to Recruitment, Training, Nesting and Production.

Created Process Frame work, Training Frame work and Training Materials for process.

Boosted delivery and scheduling efficiency by system implementation.

Handling WFM, Capacity Planning & Vitality Training.

Held monthly employee meetings to give information, take feedback, and provide updated


Identifying customer impacting issues, working out and implementing solutions and process improvements to increase customer satisfaction rate

Drive process improvements to enhance the operational efficiency of the site. Understanding and effectively utilizing resources provided by internal systems, departments, policies, and procedures

Independently build relationship with Cross functional teams to enable skill/team performance and improve customer experience

Leading and developing associates, Team leaders; responsible for the overall direction, performance management, coordination and evaluation of the team and responsible for driving process improvements not only in respective teams but across skill

Lead and drive the continuous improvement culture through ‘kaizen’ and lean projects. Identifying and eliminating barriers to accuracy, productivity, and quality

Carrying out supervisory responsibilities in accordance with Amazon’s policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution

Mentoring and act as a resource to new managers and expedite their learning curve also devise action plan to develop and groom team leads into future CS Managers August 2006 to July 2010

SME for team of 20

Manage a team of 20 FLA’s & deliver consistent performance in meeting all client goals month on month.

Roles & Responsibilities:

Deliver process update as and when required.

Ensure all cases are resolved as per process and Continuous Improvement in Team and Program performance.

Ensure all consultants meet their Goals on a consistent basis by effective performance management techniques. [Best Practice sharing/Quick wins/Weekly BQ management].

Key Result Areas: SWAT Team Member – Amazon INDIA.

Part of SWAT team put together to identify process Non-Value adds & ensure an effect resolution for recurring unresolved cases aiding business profitability and effectiveness.

Roles & Responsibilities:

Audit unresolved cases and identify process gaps.

Create suggestive resolution path for unresolved cases and ensuring it meets the Client SOW requirements and policies.

Key Result Areas: Process Trainer – Amazon INDIA.

Ensured effective knowledge transfer via an assortment of teaching techniques, assessment tools and continuous improvement opportunities.

Roles & Responsibilities:

Collaborated with quality team, floor subject matter experts and management across site to identify operational deficiencies and develop solution oriented, measurable training.

Ensured 90% throughput goal is met consistently, thereby ensuring seamless operations during peak seasons


BSC Computer science (Madras university)

Lead 100/200

Mind mapping program

Personal Details:

Fathers name: Malaisamy M

Date of Birth: 17-May-1984

Sex: Male

Marital Status: Married

Nationality: Indian

Languages Known: Tamil & English


Date: Antony M

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