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Manager Customer Service

Chennai, Tamil Nadu, India
March 26, 2020

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Phone: 770-***-****



To be a part of a fast-growing professional set up where the combination of my knowledge and skill sets gained through practical experience can be utilized and enhanced.


A dedicated professional with more than 9 years of experience in IT and Non-IT staffing industry US and Indian clients.

Managing the PAN India IT hiring business for Kelly Services.

Being Responsible for the P&L of the ADM Process.

Talented team leader ensuring attainment of process targets and accuracy as per business set standards.

Excels in devising, implementing and maintaining process requirements across Cross Functional Global Team and Coordinate Projects Client requirements with outstanding results.

Skilled and provided effective methodologies for process improvements.

Team player with good communication skills and effective team management enabling a collaborative platform.


Vendor Management Multiple Task Management

Client Management Conflict Management

Candidate Management Collaborative Working

Operations Management People Management & Engagement


Well versed with MS Office Applications, Web Designing with Java, HTML and SQL.


May 2016 – Till date, Kelly Services, Chennai as Assistant Manager (from 2019)

March’2015 – April 2016, Kelly Outsourcing & Consulting Group, Client: AstraZeneca, Chennai as IT Recruitment Specialist

Dec’2003 – Aug’ 2011 Accenture India Pvt Ltd, Bangalore as Team Leader.

Feb’ 2002 –Dec’ 2003 Customer Asset PVT LTD INDIA [ICICI ONE SOURCE E-CRM Company] as Customer Service Associate.

Work Experience – Kelly Services, Chennai: May’2016 onwards

Title: Assistant Manager

Operational/Client Management:

Maintain accountability for the entire IT recruitment process of clients across PAN India.

Handling their hiring demands for various IT skillsets.

Market mapping provided to clients in terms of skill/Salary according to different locations.

Daily basis client interaction on the open positions and also connecting to the hiring managers.

Do weekly client meetings at their office and understand their hiring needs.

Provide the client our plan of action in the number of quality resumes from our side to till the closure of the position.

Ensure process accuracy and compliance with legal and Client regulations.

Screen the received resumes from the vendors and send it to the client within the agreed time.

Followup with client to get feedbacks and schedule the shortlisted candidates.

Gather the required feedback from client on any improvement in the quality of the resumes sent.

Candidate Management:

Engage in Candidate Management from the time of scheduling the interview, ensuring the JD is well understood by the candidate and sort any kind of queries the candidate may have with regard to the client company profile of the JD.

Post the interview check with candidate on his experience and make a note of the kind of assessment done.

Participated in the salary discussion with candidate as and when required.

Ensure the candidate is fully understood and is comfortable with the offered salary.

Manage candidates with the ATS, recruiting tool.

Vendor Management:

Handling more than 15-20 vendors on a daily basis.

Strategic planning done for the vendors on a daily basis to ensure the targets is met.

Provide appropriate direction for the vendors partners with regard to the skills requirement, time to be invested, number of their team members to work on the open position.

Screen the received resumes from the vendors and give suitable feedbacks within a set timeframe.

Process invoice for vendors on successful joining of their candidate.

People Management

Being a lead provided Ensured the team achieved 95% closures in all IT recruitments.

Guided team member in understanding the role in achieving the goals set.

Conduct One on One, Business updates and part of performance appraisal every six monthly.

Ensure the derserved award is given in a timely manner.

Mentored tema member the possbile strategy in achieving the monthly revenue target.

Planning and giving the required inputs for growing to the next career level.

Clients serviced in the following domains:

IT, Pharma, Shared services, Insurance, Automobiles,


Work Experience – Kelly Outsourcing & Consulting Group, Chennai: March’2015 – April 2006

Client: AstraZeneca

Title: Recruitment Specialist

Operational KPI’s include:

• Maintain accountability for the entire IT recruitment process as defined by the Client

• Primary interface with the Hiring Managers, Human Resources team and other key stakeholders to ensure

Client satisfaction

• Consulted with Hiring Manager and follow the recruitment processes to achieve SLAs/metrics

• Lead initial consultations with Hiring Managers on requisition definitions and potential sourcing strategies

• Own sourcing strategy and provide appropriate direction for the sourcing team

• Effectively screen and counsel internal applicants and manage the internal applicant process

• Accountable for meeting all hiring targets

• Continuously “close” qualified candidates and work to drive offer acceptance

• Lead candidates through the hiring process to ensure a positive experience and coach each candidate

appropriately at every stage of the process.

• Screen, present and “sell” qualified candidates to Hiring Managers

• Ensure process accuracy and compliance with legal and Client regulations

• Develop expertise in understanding the Client’s business operations and staffing needs

People Management KPI’s Include: (as a lead)

Being a lead provided Ensured the team achieved 95% closures in all IT recruitments.

Guided team members in understanding the role in achieving the goals set.

Conduct One on One, Business updates and part of performance appraisal.

Accenture India Pvt Ltd, Bangalore: Dec’2003 – Aug’ 2011

Operational KPI’s include:

Provide IT and Non-IT recruitment needs for the Indian and US clients.

Maintaining the Client Queries & Co-coordinating various levels of Client requirements

Resolved Client issues providing situational research and analysis through mail and direct interaction by phone.

Data entry updations with 100% accuracy.

Is a part of the Center Wide Quality Initiative Opex to bring about changes in the productivity and quality of resumes sourced.

Give around 40-50 resumes per day for various open positions.

Interacted with the candidates on a weekly basis in collecting information from them on their job requirements.

Maintaining the candidate’s status on the Taleo recruitment tool.

Creating Process flows with updates as per client requirement.

Co-ordinate with the On-site Teams to ensure smooth flow of HR process

Documenting and Maintaining Human Resource Process Manual

Functioning as an effective Team Lead by having refresher trainings in the process of recruitment.

Studied, analyzed and understood the dynamics of HR Process Operations.

Collaborating with co-recruiters in US for obtaining the right candidate profile for positions.

Assisting the Manager in all reports and analysis on the required open positions and sending across to clients.

People Management KPI’s Include:

Being a lead provided Training and Guidance for Skill Planning to new joiners to run the HR Processes efficiently and generate resumes on a daily basis.

Involved in annual assessment of team members and career progression planning.

Conduct Skip level meeting, One on One, Business updates.

Customer Asset PVT LTD INDIA [ICICI ONE SOURCE E-CRM Company], Bangalore: Feb’2002 – Dec’2003

Provided Customer service for Online Banking – UK Based client.

Attended to Client Queries on various levels of Customer Relations & Information

Understand Client and Business Requirement

Developed Process Knowledge and Expertise

Met Targets and SLA’s on a regular basis


B.Sc from Jyothi Nivas College, Bangalore University.

Pre-University from Maharani’s College, Bangalore.


Fluent in Speaking & Writing English, Hindi, Kannada, Tamil.


Excellent Leadership, Analytical, Interpersonal skills

Excellent Interpersonal Communications in both one to one and large presentation

Audience Context

Proactive in Verbal Expertise using Communicative & Writing skills

Ethical in Nature with Professional Work Ethic of Always Following up the Actions Agreed

Possess Analytical and Conceptual Reasoning Abilities

Proven High Level of Dedication and Commitment

Proven Ability to Work Under Pressure in a Changing Environment

Friendly, High-Energy Levels, Enthusiasm and Drive to Succeed

Self-Starter and Self Directed with a High Velocity Approach to Business

Team Player that Communicates Openly, Directly and Diplomatically

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