Manager Executive
Resume:
Sugantha Priya Nandha Kumar
adeb1f@r.postjobfree.com
OBJECTIVE
Seeking to develop a career in a company where I will be able to consolidate my knowledge and skills, towards self-growth as well as company growth. Result orientated, good customer relation skills, communications skills, vibrant energetic and innovative thinker. I believe in a hands-on approach to operations and thrive in high-pressure environment.
EDUCATION
Master of Business Administration (Human Resource) – University of Madras
Bachelor of Corporate Secretary ship – University of Madras
KEY SKILLS
Operations Management
Escalation Management
Service Delivery
SLA
BCP
Attrition Management
Training
SPECIAL ACHEIVEMENTS
Awarded “Best Manager for the Quarter” for a cost saving project, where dual monitors were installed which eventually reduced paper & time consumption
Recognized for prompt BCP execution and resume operations on time during Vardha cyclone
Recognized for Proactive trend analysis towards SLA adherence and swift delivery of projects
WORK EXPERIENCE SUMMARY
RR Donnelley India Outsource Pvt. Ltd., Chennai Aug 2016 to Mar 2018
Associate Client Manager
Client Management:
Single point contact for the client and the team management for a specific shift
Interface with clients frequently and maintain an excellent relationship with them
Handle escalated calls from clients.
Project Management:
Oversee and coordinate the day-to-day shift activities
Ensure accuracy is maintained in jobs submitted to clients
Set-up work, shift schedules, evaluate recommended software and deal with and report any problems that may arise
Responsible for quality and timely completion of all projects
Delegate and manage production capacity on the shift
Ensure adherence to process
Ensure workflow in adherence with the project life cycle.
Team Management:
Managing a multi-faceted team of 150 that ventures into assorted activities like document creation and Presentation services - document specialists, proof-readers and quality control specialists
Develop strong inter-personal relationships with the team
Coach, counsel and train team members
Develop an environment that provides motivation and development opportunities for the team
Introduce initiatives for team development
Support and develop direct reports in their work
Recognize and reward performance and ensure welfare measures are carried out.
Business Continuity Back-up
Ensure facilitation of BCP related drills and call trees. Support and ensure implantation of all regulatory changes within stipulated time frames.
Responsible for identification and facilitation of special projects as may be assigned.
Ensure all project activities are completed on time.
Manage and allot resources such that project activities are completed within affecting BAU.
Manage and maintain good relationship with Business partners and Team
Matrix Business Services India Pvt Ltd Jan 2009 to Feb 2012
Maternity break
Oct 2015 to July 2016
Team leader
Support the team in scrutinizing the credentials, documents and factual of employees being on-boarded
MIS tracking
Responsible for end to end HR service delivery
Hiring within TATs and cost budgets
Work with Training Team in ensuring 100% trained manpower and for on-going training needs. Performance Management - Enabling and facilitating completion and effectiveness
Attrition Management
Handling Complaint Escalated to Senior Management
Responsible for overall process flow and by acting as the gateway between the onsite client and the internal team
Decatrend Technologies Nov 2006 to Dec 2008
Business Development Executive Jun 2008 to Dec 2008
Promoted as a Business Development Executive (CSI Inc., (Six sigma Company) US), my work status would be outsourcing IT Solutions for Fortune 500 companies
Understanding the IT requirements for the company and pitching for the services
Arranging meeting with clients and carrying out product demonstrations
Fixing appointments with the Chief Information Officer and Vice president of Information Technology
Customer Support Executive Nov 2006 to May 2008
Worked for a Market Research team, where I started as a Caller conducting survey
The work implies of gathering opinions of different people from different walks of life
Check that the interviewers are familiar with Questionnaire and rebuttals in the survey's
Make sure all the calls is validated or monitored side by side
The validation remarks should be scored in the scoring sheet to know where the agents are lacking
Helped company attain the highest customer service ratings marks in all categories including communication skills, listening skills, problem resolution and politeness
Elysium BPO Services Jan 2006 to Oct 2006
Sr. Customer Support Executive
Worked for (3G Network UK) Mobile Phone Campaign as a Senior Customer Engineer and was promoted as a Team Mentor. (9th May 2006)
Handled a 10 member team where I used to make sure that they achieve their targets on time.
Helped the new Agents in improving the knowledge of the process.
Preparation, maintenance and analysis of Team reports daily/weekly/monthly like Agent Report Card, Weekly Review.
Performing special requests and duties assigned by management meeting the deadlines
PERSONAL DETAILS
Father’s name: Nandha Kumar .G
Marital Status: Married
Address: S&P Essence, E 301, Kamaraj salai, Ayanambakkam, Chennai 600 095
Nationality: Indian
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