Key Skills

Client Management

Operations Management

Client Requirement Management

Manpower / Team Leadership

Resource Optimization

Problems Escalation

Call Monitoring & Calibration

Business Volumes Optimization

Queue Monitoring Warehouse / Logistics

Lean Six Sigma Black Belt Certified Professional nearly 14 years of rich experience in Operations Management Business Excellence Client Management Technical Analysis using Minitab for Inbound Call Centre & Email Support PAN India, targeting assignments preferably in Customer Service industry

Profile Summary

Hinduja Global Service, Bengaluru as Assistant Manager- Operations

Conducted coaching sessions with every agent & mentored Team Members to enhance their performance; recorded CSE wise error sheet for monitoring of performance; shared performance metrics day-on-day basis with every agent & on real time; improved their process knowledge by quiz

Worked as SPOC for change management for the changes in application tools, L2 L3 approval, SPOC for providing permission to make necessary changes in the application tools

Contributed as a part of Business Excellency Team in collecting data and for process improvement & optimization for customer satisfaction and improve quality for the process

Developed & executed business operational strategies with focus on accomplishing elevating customer experience

Proficient in defining continuous improvement processes, recognizing and accelerating employees’ strengths and building powerful teams that can conquer any challenges

Excellence in drafting agreements, adhering to statutory compliances, organizing cultural program and developing safety & security procedure

An out-of-the-box thinker with proven track record of establishing processes/ SOPs, streamlining workflow and creating environment to enhance productivity

Impeccable record of building high performance teams, implementing continuous improvement programs & partnering with multiple global stakeholders; ensured successful service environment, overachieved expectations & exceeded all set goals by enduring excellent customer relationships

Exposure of ISO audit with skills in conducting internal audits for operation team, quality teams and other various departments

Proficiently developed relationships with key decision-makers in target organization for business development

Successfully drove customer loyalty for repeat and referral business

Excellence in ensuring that all laid down system and process are followed as stipulated by audit and senior management by performing monthly & periodic verification of auditable items at branches

Strategically formulated operational policies and strategies for the bank as per the economic reforms and changing environment

Managed customer centric operations and achieved delivery timelines and service quality norms with focus on high customer satisfaction achievement

Supervised the entire end-to-end transaction processing, process automation and centralization, standardization & SOP implementation, internal check of processes including the manpower planning & budgeting

Developed relationships with key decision-makers in target organization for business development

Certifications :

Six Sigma Green Belt

Six Sigma Black Belt

Lean Six Sigma

ISO 9001: 2015 audit Certification

Mini Tab

ITIL V3 Foundation Certified with 80% by recognized institute

IMSS course (Infrastructure management Services Specialist)

Completed 6.1 tally

Diploma in Computer Application

Soft Skills

Education :

B.Com. from Dr. Ambedkar First Grade College Bengaluru, Karnataka in 2003

Notable Achievements :

Received following awards:

Best Team Leader award twice for 1st & 2nd quarter for 2010-11

Best Agent Award for 2007

Personal Details :

Date of Birth: 26th June 1979

Languages Known: English (Kannada, Tamil, Hindi )

Address: 403‘B’ Block, Manjunatha Residency, Vignan Nagar, Kagadassapura Main Road, New Thippsandra Post Bengaluru- 560075

Jun’14 to Oct’15 Vector E-Commerce Pvt. Ltd., Bengaluru as Associate Lead (Customer Exp. & Projects)

Key Result Areas:

Supervised life cycle of orders from time order place till order is delivered to customer; monitoring warehouse & logistics.

Shared reports:

oOutbound team for order cancellation which are aging over 5 days; kept customers informed regarding status of order; refunded the money of it by card payment & ensured that same is communicated to customer

oRespective warehouse highlighting order number which are about to breach TAT & to revert with status of order

Checked orders in packed & scanned status & mapped current status, highlighted the orders that are not shipped & identified aging orders; identified orders on hold for over 24 hrs.; assessed reason & sent report to respective SPOCs

Worked as SPOC for:

oAll the order (Both Myntra Logistic & 3PL) for delay delivery & pick-up

oInitiating refund to customer if order is not delivered, for paid orders & customers who used Myntra credits

Monitored RTO Orders; ensured that refunds are processed on time to avoid escalations & for customer satisfaction

Closely worked with 3rd Party logistics (9 courier partners); ensured orders are delivered within committed date

Previous Work Experience

Oct’12 to Jun’14 Innovative Retail Concept, Bengaluru as Shift Lead

Feb’10 to Feb’12 Sparsh BPO Service Ltd., Bengaluru as Team Leader- Operations

Feb’06 to Feb’10 Mphasis, Bengaluru as Asst. Unit Manager- Operations

Team Size: 18 agents in operations

Key Result Areas:

Maintained compliance documents of agents; briefed impact to them & motivated them by sharing their strengths

Managed escalations from floor & clients; provided feedback to agents focused on customer delight

Conducted 100% quality check of all client specified reports generated during shift; assured quality of services provided by their individual teams

Monitored & answered escalated calls; escalated problems to Call Centre Manager / Assistant Manager

Ascertained latest product knowledge on all Products / services supported by the Call Centre across the Team

Major Project

Refund Project: (Myntra) Refund for the customer who have place the order online to ensure timely the money is credited to customer account

Alterations Project : (Myntra) Making necessary arrangement for the customer in case of they wish to do alteration for their apparels

Current Project :

For Interconnections Pvt Ltd’s

“Ooperational goal is to increase the turnover 20%”

P. PREM KUMAR

addvib@r.postjobfree.com

+91-990*******

Six Sigma Black Belt

Lean Six Sigma

ISO Audit 9001: 2015

Analytical

Leader

Thinker

Collaborator

Communicator

Planner

Work Experience

Oct’15 to Jul’19 Hinduja Global Service, Bengaluru as Assistant Manager- Operations

Key Result Areas:

Steered billing 100% FTE and Reward & Penalty; executed special projects to improvise skill requirements of FTEs

Planned & organized program milestones, key tasks & activities to achieve SLs & other KPIs

Strategized manpower for rolling 3 months; rostered & planned manpower bandwidth as per volumes basis forecast & volume trend; monitored tasks & performance of Call Centre Manager & Team

Optimized business volumes from existing clients; escalated problems to Process Head / Location Head

Monitored & calibrated calls weekly in coordination with training & quality teams; organized timely briefing session on latest products & services offered or any changes in existing process across team & dip checks done

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