K. SIVA KUMAR
Sutherland global services Pvt Ltd
Seeking assignments in Operations / Team Management / Process Management with an
organization of repute.
13 years of experience in the areas of Operations, Quality Assurance and Team Management and can join immediately.
Adroit in managing & leading teams for running successful process operations & experience of developing procedures, 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.
Possess excellent interpersonal, communication and organizational skills with proven abilities in team management, customer relationship management and planning.
Ensured that objectives were accomplished in accordance with outlined priorities.
Leading workflow distribution and floor management to ensure service levels are satisfied.
Analyzed results of operations to discover more efficient ways to utilize resources.
Founding member of the Process Team, responsible for creating & maintaining a Knowledge Base Management System that acts as a repository of all the processes/ procedures that needs to be followed at all levels of the support.
Hiring, training/developing, motivating, coaching, evaluating and retaining qualified staff.
Coordinating with agents to provide them with the feedback related to the trainings and the recruits that would be joining their process.
Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.
Training the new Joinees on various aspects thereby ensuring smooth operations.
as Associate Manager - SUTHERLAND Global Services of Amazon INDIA Process (September 2014 to November 30, 2019).
Managing activities pertaining to performance appraisal for the team members.
Maintaining team performance and assess team members in responding to calls and emails within the time frame.
Instrumental in setting up and streamlining of processes in order to reduce shrinkage and attrition
Was responsible for grooming the associates working under my team as Team Leaders,
Quality Analyst, PDMG (Performance & Data Management Group) Personnel and a Process Trainer.
SPOC for the Team member’s individual issues. Coordinating Escalations and handling cross site/ conference calls with the client.
Tracking the operations-related client interactions like Tool down Time, Dry Queue, and
Spike in volume and rendering feedbacks on the floor.
Identifying and highlighting deviation to the management in service level agreements, thereby resulting in reduction of customer complaints.
Attending Client calibrations on daily/ monthly process reviews.
Attending Quality/ compliance Calibrations.
Implementing and streamlining MIS reports which could be viewed in various dimensions
for better understanding of individuals, team and division performance on a daily, weekly, monthly and yearly basis.
Call & email Monitoring.
Coaching and documenting feedbacks.
Sharing performance Matrix based on SLA.
Improving the overall performance through timely coaching and feedback, assigning team and individual targets and reviewing improvements
Career Pathing for every individual in the team.
Provided interim customer service assistance to high volume of Amazon customers.
Handled inbound calls, order entry, and return authorizations.
Served as a member of the "Customer Service Encounter Group."
Acknowledged many times as “The Best Team Manager “.
Acknowledged as “The Best Team Lead” among 15 team leads.
Won “The Bravo True Manager and teamlead” award in the Organization.
Consistently recognized as “The Best Performer” for Amazon.Com and consistent Team Manager in Amazon.IN.
Master of Computer Application – University of Madras – 2004
Father’s Name : C. Kandhaswamy
Address : 109,Padavettamman Kovil street
I hereby confirm that all the details given above are true and correct to the best of my conscience.
Place: Chennai (K. Siva Kumar)
Areas of Expertise:
as Team Leader (December 2005 – June 2012) – Amazon.com
as Customer service executive (Aug 04 – Nov 05)– Amazon.com