PROFESSIONAL SUMMARY

EXPERIENCE SUMMARY

I am an Energetic, Innovative, Motivated and Accomplished Result-oriented Leader with an overall 10 + years of experience in managing a wide gamut of business activities entailing Business Operation, Operations Management, Account Management with leadership quality and People management skills.

Account Group Manager in Fountainhead Integrated Communications Pvt Ltd. from Sept 2019 – Present

Team Shift Lead in Client Handling and Management in RR Donnelley from Sept 2015 – Sept 2019

Senior Voice Associate in iV Support Technologies from Oct 2013 – Jan 2015

Senior Desktop Support Engineer in iSerwiz Technologies from Sept 2010 – Sept 2013

SAP – ABAP Trainee in OneForce Solutions from July 2008 – Aug 2009

SKILLS

EDUCATION

Client and Account Management

People Management

Process Management

Team Leadership

Escalation Management

Inbound Support

Outbound Support

Training

B.E (Computer Science) •2004- 2008 • CSI College of Engineering, Anna University

PERSONAL DETAILS

CERTIFICATIONS

Date of Birth : 30th April

Language Skills : English, Malayalam, Tamil, Hindi

Marital Status : Married

Internationally Certified as Oracle –OCA (Oracle Certified Associate)

Certified in SAP-ABAP

Certified on attending a “CCNA” Course

COMPANY DETAILS

DESIGNATION

1.FOUNTAINHEAD INTEGRATED COMMUNICATION PVT.LTD, CHENNAI

Sep 2019 - Present

ACCOUNT GROUP MANAGER

Client Management & Account Management

Being the primary point of contact and build long-term relationships with clients.

Help clients through email, phone, online presentations, person meetings

Ensure the timely and successful delivery of solutions according to client needs and objectives.

Forecast and track key account metrics.

Enhance department and organization's reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Responsible for keeping current clients satisfied and delivering exceptional client service on a day-to-day basis.

Liaise between the client and internal teams.

Management of work and people within the team and ensure the quality of work.

Track, handle and submit monthly activity and billing reports

Resolves complaints and preventing additional issues by improving processes.

Identifies potential in accounts by studying current business

2.RR DONNELLEY, CHENNAI

Sep 2015 - Sep 2019

TEAM SHIFT LEAD IN CLIENT HANDLING AND MANAGEMENT

KPI & SLA Management

Review KPIs, supporting metrics and daily reports to effectively coach and manage the team

1.Responsible for developing and leading team - Develop and sustain a diverse and high-performing customer service team. Coach, guide, and mentor team in managing and building their quantitative and analytical skills.

2.Management of SLAs (Service Level Agreements), quality, and customer experience.

3.Regularly evaluate customer interactions to identify coaching opportunities and provide feedback to associates. This includes conducting weekly, formal coaching evaluations for each person assigned to the team lead.

4.Directly work escalated tickets and normal incoming volume, particularly on days where peak volume/peak seasons necessitate.

Schedule & Capacity Management

Carry out plans of action and asses those plans regularly on day to day process

1.Create production schedules in alignment with the customer demand requirements, manage production sequence in accordance with production needs, reflecting current inventory levels, capacity planning, safety stock and maximum inventory targets.

2.Plans workflow for each department, operations, and subcontractors to meet scheduled deadlines.

3.Confers with various departments to determine status of assigned projects and tracks work productivity and takes necessary steps to ensure high productivity.

Queue Management

Manage and minimize queues to improve efficiency and customer experience

1.

RR DONNELLEY, CHENNAI

Sep 2015 - Sep 2019

Escalation Management & Incident Report Management

1.Identifying, analyzing, and initiating the escalation process in an organization based on the escalation criteria specified by the organization.

2.Linking the escalation task with Incident / Problem records, identifying suitable service provider contacts, and finding the appropriate customer management services qualified for the task.

3.Informing the customer about the escalation performance metrics, reviewing the root cause of escalation for improving the escalation procedures, and maintaining compliance with the corporate and regional escalation policies.

4.Investigate, diagnose and classify the Incident and undertake immediate action.

5.Track all Incident report details according to prioritization and categorization and provide first line investigation report to senior management.

6.Work with the production team to perform a rework on the Incident with high level of quality and see deliver within the specified SLA.

7.Perform Incident Management meetings on a weekly or a daily basis to track progress on the error resolution and CSAT scores.

8.Call back the Consultant who requested the incident initiation to ensure the output has met the requirements.

Report Management

Reports to the Manager of the team and is responsible for performing variety of duties which can be termed complicated for the customer service executives and submit a daily and an hourly report based on the performance

3.iV SUPPORT TECHNOLOGIES, CHENNAI

Oct 2013 - Jan 2015

SENIOR VOICE ASSOCIATE (TECHNICAL-VOICE PROCESS)

1.Expertise technical support for U.S based Customers.

2.Handling escalated software technical Issues such as: Operating System Errors/Re-installation, Virus Spywares

3.Configuring Printers, Configuring Wireless Networks and Configuring Email-Clients.

4.Data backup

5.Installation of third-party applications.

4.ISERWIZ TECHNOLOGIES, CHENNAI

Sep 2010 - Sep 2013

SENIOR DESKTOP SUPPORT ENGINEER

1.Install, upgrade, support and troubleshoot XP, Windows 7 and Microsoft Office 2007 and any other authorized desktop applications.

2.Install, upgrade, support and troubleshoot for printers, computer hardware and any other authorized peripheral equipment.

3.Performs remedial repairs on computers, laptops, printers and any other authorized peripheral equipment.

4.Customize desktop hardware to meet user specifications and site standards.

5.Performs work in compliance within specified warranty requirements.

6.When the restoration is beyond the scope of the computers, laptops, printers and any other authorized peripheral equipment the Desktop Support Administrator will escalate the issue/problem to proper tier 3 support team member.

Develop trends by monitoring and analyzing incoming calls, problems and support requests.

5.ONEFORCE SOLUTION, CHENNAI

Jan 2008 - Aug 2009

SAP-ABAP TRAINEE

1.Having experience as an Enterprise Resource Planning (SAP), ABAP Developer.

2.Developed various Classical, Interactive and ALV reports pertaining to SD, MM modules.

3.Develops SAP-ABAP custom code in support of Functions and Technical specifications.

4.Hands on experience of ABAP/4 Reports (Classical & Interactive) and ALV Grid.

5.Performed Project related activity on SAP Script, Smart forms, BDC, ABAP Objects.

6.Projects undertaken in SAP ABAP

a.SAP (BDC RECORDING using SESSION METHOD FOR TCODE VV31)

b.SAP (ALV REPORT) -Tested applications using ALV sorting, subtotaling and filtering

PROFESSIONAL ACHIEVEMENTS

Achieved ACHIEVER OF THE YEAR AWARD for the year 2017 in RR Donnelley

Achieved INSTANT RECOGNITION AWARD for the month of September 2017 in RR Donnelley

Achieved SPOTLIGHT AWARD for being the Best Production Scheduler of the year 2016 in RR Donnelley

Achieved BEST PERFORMER AWARD (US-Voice) for the Month of August 2014 in iV Support Technologies

Ranjitha Balakrishnan

Account Group Manager

Mob: 950******* (Chennai)

Email id :adhok7@r.postjobfree.com

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