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Manager Customer Service

Chennai, Tamil Nadu, India
50K - 60K / month
April 17, 2020

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Mobile: 91-988**-***** Email:

Professional Summary

Overall 17 years of experience in BPO, Healthcare and Shipping industries, with 13 years of experience in handling team and processes. With good interpersonal skills and communication have handled E2E Team management, Stakeholder management, Process Improvements through automation of tasks, Process transition and Project handling. Handled a max team size of 60+ team members with focus on service delivery and quality.

Areas of


End to end knowledge of shipping life cycle; Export, Import and Cargo Operational activities.

Dialer Management and file management in BPO Outbound process life cycle

Have 10 years of experience in customer service handling both voice and non-voice processes in Banking, Accounts payable, Healthcare and Shipping.

Process transition – From planning, hiring, training and testing during the transition phase.


Duration in Maersk Global Services: May’2012 to July 2019 Designation –Process Manager – Cargo Operations

From May’2012 – Aug’2015 – Team Manager

Expert knowledge of Cargo reconciliation, Imports and Diversion with direct interaction with end customer.

Automation of Import Arrival notice at Import stage, which helped in efficiencies and better communication with customers.

Improved the CSS score through Idea generation that helped to get the Silver Award among all the ideas in Maersk.

Handled team size of 30+ comprising of specialist and associates. Aug’2015 – Process Manager

Implemented operational polices to improve the cargo operations in the process which brought efficiency and reduce revenue leakage to company.

Implemented LEAN concepts which helped to improve the process deliverables.

Automation of processes brought in efficiencies and improved timeliness in the process

Identified gaps and initiated projects that brought 45 million savings through cost reduction to the company.

Coaching and mentoring the team on Lean principles, Communication and self development, succession planning and process.

Imbibe a strong operating system culture among the team which can support process simplification.

Handled the full appraisal cycle for the entire team (Appraisals & Payment compensation)

Create personal development plan for team members and team leader for career growth. Durations Cognizant Technologies Ltd: Oct’10 to Apr’12 Designation – Customer Service Team Leader for Health Care Process

Developed quality control measurements for the entire voice process

Planning and co-coordinating the WFM for the entire voice process.

Coaching and mentoring the team on Call handling techniques, communication, Excel skills and self development.

Tested the functional skills of the entire team and identified / provided individual trainings.

Maintained 95% score every month on external and internal audits based on Organizational Framework (CARES)

Coordinating and participating with the HR department for selection and training of new recruits for whole process.

Indulged in BCP activities for both voice and non-voice processes.

Handled team of 25+ customer support specialist and associates Durations in Allsec Technologies Ltd: Oct’02 – Sep’10 Designation: Team Leader – BPO Operations

Handle the Dialer management and file management for the outbound process

Planning and co-coordinating the WFM for the inbound processes

Co-ordinate with quality departments on daily /weekly basis for team development

Co-ordinating with the HR department for selection and training of new recruits

Develop and maintain key functional reports, file inventory that need to be shared with stakeholders.

Develop reports for the management meetings and stakeholder discussions

Engagement with clients on process development and escalation handling

Handled both Inbound customer service team and sales team simultaneously with team size of 50+.



Awarded Titans of the year for 2015 in Maersk, by generating revenue of 45 million dollars in Remote container management process.

Won Silver medal for the best customer experience ideas which helped to increase the cargo volumes and improve the Net promoter Score.

Automated the Arrival notice process which helped in efficiencies and email reduction.

Have got appreciations from stakeholder for achieving 100% in external & internal quality audits conducted in Cognizant Technologies

Won the best performance award for achieving sales target along with quality in Allsec Technologies


MSc in Information Technology from Bharathidasan University, Trichy - 2001 – 2004 B. Com in Loyola College - 1997 - 2000

Higher Secondary – Krishnaswamy Mat. Hr. Sec. School - 1996 – 1997 Professional Course – DNIIT from NIIT - 1998 – 2001 Personal


Date of Birth: 15TH April 1980

Marital Status: Married

Languages known: English, Hindi, Tamil, Malayalam (Mother tongue) Place: Chennai Hari Nishanth N.K

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