Customer Support Manager
Resume:
SUSHIL KUMAR PATTNAIK
Koppa Begur Road, Yellenahalli
Bangalore-560068, Karnataka
Mob: +91-903*******
E-mail ID : ******.********@*****.***
RESUME OBJECTIVE
Experienced manager in a successful and established business seeks a challenging management position to apply lean management, problem-solving, continuous improvement, operations management and process improvement skills to oversee a team of professionals in a thriving industry. WORK EXPERIENCE
Company Name: Shankar Mahadevan Academy, Bangalore (From Jan 2020 till Jun 2020) Designation: Manager – Operations and Support
Roles and Responsibilities of the job:
Build relationships with customers, help them with issues, and continually delight them with a positive, customer-centric attitude
Review customer complaints and concerns and seek to improve all aspects of the customer experience with the company
Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs
Work closely with Sales, Quality and other Technical teams to ensure an exceptional customer experience
Optimize existing processes within the company and actively enhance all Customer Success initiatives
Assist in creating training courses and educational materials for other members of the department
Improve onboarding processes for the students and teachers
Minimize customer churn, prepare and execute retention strategy
Hiring, training and mentoring the support team
Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes
Company Name: Hinduja Global Solutions, Bangalore (From Sep 2014 till Dec 2019) Designation: Assistant Manager – Outbound Retention (Domestic Telecom) Roles and Responsibilities of the job:
Handling an outbound team of 75 executives and 3 Team Leaders
Analyze, drive and achieve business targets like retention conversion, contactibility, decay, quality and FTR
Manage shrinkage and attrition at all levels
Analyze performance results and implement process improvements
Conduct One on One with executives and leads
BQ management to improve advisor wise productivity and to upskill them
Prepare Training Needs Analysis as per requirement of the process
Conducting Bi-Annual and Annual Appraisals for all executives and leads in a logical and sequential manner
Provide expert process knowledge to improve the process. Support to team on queries coming up
Make decisions, plan and control the team. Abide by the respective operations manuals/guidelines/ procedures
Allocate tasks on a daily basis to the team consisting of Customer Service Executives
Handle escalations, resolve queries and support team to handle customer queries / issues effectively
Plan capacity and perform volume analysis through effective allocation of resources
To assist the manager in running the operations. Establish and maintain effective relationship with customers and all stakeholders
Prepare and analyze MIS and administrative reports to identify areas of service improvements
Conduct people engagement programs and activities
Conduct RCA to identify and to correct errors
Company Name: Repucom Media Analysis India Pvt Ltd, Bangalore (From Nov 2013 to Jul 2014) Designation: Assistant Manager - Operations
Roles and Responsibilities of the job:
Handling a team of 90 analysts who track the brand exposure in different channels. Currently handling US MLB, NBA, MLS, NHL, Motor Sports and other US games
Recruiting potential candidates for the process with the coordination of HR partners
Media analysis and sports media research focused on the impact of sports sponsorship in various broadcast environments
Media evaluation, market research and commercial auditing to recommend potential exposure for their brands
Identify potential clients and provide them sample of analysis which can help them to improve their brand management effectively
Do follow up with clients to understand their future requirements Company Name: IBM Global Process Services Pvt Ltd, Bangalore (From Aug 2009 to Nov 2013) Designation: Assistant Manager Operations – Technical Support & Sales (International Process) Roles and Responsibilities of the job:
Analyze, drive and achieve business targets such as CSAT, quality, upsell and SLA
Manage shrinkage and attrition at all levels
Conduct One on One with executives and leads
Conducting Bi-Annual and Annual Appraisals for all executives and senior leads in a logical and sequential manner
Provide expert process knowledge and coach the advisors to upskill
Make decisions, plan and control the team. Abide by the respective operations manuals/guidelines/ procedures
Allocate tasks on a daily basis to the team
Handle escalations, resolve queries and support team to handle customer queries / issues effectively
Plan capacity and perform volume analysis through effective allocation of resources
To assist the manager in running the operations. Establish and maintain effective relationship with customer
Business areas and identify areas of service improvements
Prepare and analyze MIS and Administrative reports
Data mining and creation of reports for presentation to management
Reviewing data, recommending and developing reporting that will assist improved productivity, management of headcount and process improvements
Prepare DPO (Defects per Opportunity) dashboard for the process to identify the main defects and analyze the reason and provide the solution
Prepare DSAT analysis dashboard to identify process health. Report goes to the client and across the process
BQ management: In terms of Sales conversion, Quality, DSAT, AHT
Conduct RCA for major defects
Company Name: IBM Global Process Services Pvt Ltd, Kolkata (From Jul 2007 to Aug 2009) Designation: Customer Relationship Officer – Outbound Collection and Sales (UK Banking Process) Roles and Responsibilities of the job:
Out calling for credit card collection and upsell banking products
Handle queries/requests/complaints/feedback and share the details with respective stake holders
Process DD, SO and CNASO with zero defect within the SLA
Giving regular floor and process updates received from clients to team members
Mentoring newly joined employees. Giving them regular feedbacks upon their performance and improvement
Help to give new ideas to improve the productivity and avoiding the delays in productivity
Adhere to the compliance and policy as set by the Bank and conduct compliance check regularly
Moved to two other processes for good efficiency and quality
Conduct conference call with the quality team to ensure process is followed as per the guidelines Company Name: Mukesh Kumar Shah and Associates, Odisha (From Jul 2005 to Jul 2007) Designation: Account and Audit Assistant
Roles and Responsibilities of the job:
Maintaining Manual & Computerized Accounting (Tally) to provide real time financial status to clients
Auditing books of accounts like ledger entries, cash book, trading account, profit and loss account, balance sheet, Bank Reconciliation Statement for all types of business organizations
Preparing Income tax and Sales tax (including VAT) for individuals, business organizations
Assisting in Annual audits for Banks, Business organizations, Plants, Schools and Colleges
Acquire accounting principles after revised tax slabs every year and provide suggestions to clients CAREER ACHIEVEMENTS
Accounts and lead audit independently while working for the Finance and Audit Firm
Won many Rewards and Recognition in IBM for best performance, maintaining best quality, exhibiting best talent and expertise, dedication for new projects. Won Rewards and Recognitions like Top Talent, Super Talent Achiever, Going Extra Miler, Torch Bearer and many internal rewards by the clients in 6 years career in IBM
Nominated as Best People Manager 3 times in IBM
Got appreciation from General Manager in Repucom for creating user friendly weekly delivery Report to track the status on real time basis
Got appreciation in Repucom for creating Analyst Performance Report to get the real time performance details
Successfully handled two process transitions and got appreciation from the client while handling Airtel account
EDUCATIONAL QUALIFICATION
Graduation: Completed B.Com in the year 2005 from Sambalpur University, Odisha
Intermediate: Completed intermediate in Science in the year 2002 from Council of Higher Secondary Education, Odisha
Matriculation: Completed 10th
in the year 1999 from Board of Secondary Education, Odisha
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