Manager Back Office
Resume:
M.Arun Kumar
adi1c4@r.postjobfree.com
Career Objective:
Maximize my team leading experience in a challenging environment, guiding by example and utilizing vast experience in directing a team towards its objective within the deadlines and thus achieving the corporate goals with increase in revenue.
Earned leadership status by setting inspirational goals and setting examples – Superb organizational, motivational, management and time management skills.
Maximized team performance Excelled at identifying, developing and using strengths of team members, as well as locating, detecting and resolving problems and weaknesses of each team individual.
Professional Experiences:
Company
Year
Designation
Process
LOB
Experience
Location
Firstsource
Apr'2012
CSA
Vodafone
Prepaid
10 Months
AP (Vijayawada)
Firstsource
Jan'2013
Sr.CSA(Technical Support)
Vodafone
Mobile Inernet Desk
10 Months
AP (Vijayawada)
Firstsource
Feb'2014
Sr. Team Leader
Vodafone
Prepaid
16 Months
AP (Vijayawada)
Minacs
Jun’15
Sr.Team Leader
Idea Service +
Prepaid premium
6 Months
Bangalore
Sulekha
Dec’15
Team Leader
E-commerce
Sales
16 Months
Bangalore
Aegis
Aug’17
Team Leader
Jio Mart
Inbound, E-Commerce
37 Months
Bangalore
Responsibilities:
Inspiring each and every team member to perform and produce qualitative production.
Determined the duties and responsibilities of individuals in a team.
Analyzing the individual performance of each team member and motivated them to perform even better.
Organizing training workshops to improve the performance of the members who were lagging behind in terms of performance.
Analyzing the assigned projects and distribute tasks to the members as per their area of expertise.
Report any problem or fault in the project to the project manager or supervisor.
Offered solutions to the top management regarding project-related queries.
Achievements:
TTT (Teach The Trainer) certified by Vodafone client
TTQ (Train the Quality) certified by Vodafone client
NLCP (Neo Leader Certification Program) certified by First source
Reduced Repeat callers % age from 19% to 13% and consistently being in rewards zone from last 4 months
Being one of the best Team leader among other TL s on the floor
Less than 5% Attrition successively for 4 continuous months
Less Shrinkage (<7%) for the team consecutively for 3 months
Highest revenue generator in chordiant (up selling) and Super CC (Postpaid up selling by transferring calls to pre to post migration desk)
Groomed one of my associate as an SME and one as a Quality analyst
Handled Retention desk effectively by reducing the % of Port Out customers
I am the first employee in ops promoted to L2 desk when I am an associate based on my good performance ( handling Retention and Mobile Internet Desk, (Trouble shooting Data related queries)
Also handled LCA team (OJT batches) as an additional initiative and scored top among all other teams in External quality and got appreciated from top level clients of Vodafone
Shown reduction in Nodal escalations as an additional initiative by maintaining customer concerns tracker and nodal escalations tracker and following up with Fast track team of Back office and clients to resolve the customers concerns on priority.
Consistently maintained C-SAT (customer satisfaction%) >92% for 10 months in which
> 93% for 4months
Won star team in the month of oct’14 for being No-1 among all the teams
Education:
Qualification
Year
College/University
Intermediate
2010
SRR & CVR College
10Th
2008
SSC
Core Competencies:
Strong communication skills (written and verbal)
Good interpersonal skills.
Ability to understand the customer’s problem.
Strong decision making and problem-solving skills
Implementing new initiatives
Praise team members and creates a positive working environment
Track record of delivering results with deadlines
Internet Savvy and familiar to all mobile OS’s
Basic knowledge on computer and Laptop spares, OS, software’s and networking
Good grip on Excel, word, PowerPoint
Good at analytical and logical thinking for process betterment
Personal Dossier :
Name : Arun Kumar.Maddhu
Father's Name : M.Hyma Rao
Date of Birth : 10th July 1991
Marital Status : Unmarried
Religion : Hindu
Languages Known : English, Hindi, Kannada and Telugu
Address Details : AVS road, Vijayawada, Krishna District, Andhra Pradesh
Contact this candidate