Manager Service

SIVAKUMAR .K

Email : *********************@*****.***

Phone No : 979*******, 949-***-****

CAREER OBJECTIVE

I'm a well trained manager in customer service industry, carrying 12+ years of experience in

e-commerce domain. My interests are e-commerce and finding solutions for the customers to move the focus from customer service to customer obsession. I always look at streamlining the existing processes or initiating new processes to make life easier for the customers and customer service associates.

PROFESSIONAL PROFILE

Worked as Associate Manager (Handling 3 teams with a HC of 31) in Amazon INDIA process.

Efficient in driving & adhering to Client Metrics with SLA.

Excellent ability to communicate effectively with both client and stakeholders.

Highly organized, with superior problem-solving and analytical abilities.

Leadership skills; be able to take the lead in making improvements and resolving issues

Strong analytical skills, be able to interpret data, identify trends & make suggestions for improvements.

Strong skills in time management, prioritizing tasks, and meeting targets

ORGANISATION

DESIGNATION

REPORTING AUTHORITY

DURATION

Sutherland Global Services

Associate Manager

Account Manager

Oct 2015 to Nov 2019

Sutherland Global Services

Team Manager

Account Manager

March 2015 to Oct 2015

Sutherland Global Services

Team Lead

Team Manager

Sep 2014 to Feb 2015

Sutherland Global Services

Sr. Consultant

Team Lead

Dec 2005 to June 2012

Sutherland Global Services

Consultant

Team Lead

Aug 2004 to Nov 2005

KEY RESPONSIBILITIES AS MANAGER

Recruit top talent: Coordinate and conduct interviews for new candidates

Impact the bottom line: Oversee workforce trends and forecasts; work with HR to ensure adequate staffing

Ensure success: Oversee customer satisfaction and quality metrics; ensure metrics are met and maintained at a high standard

Influence the lives of others: Develop, train, and manage team members; review team member performance and discuss areas of improvement and excellence

Take the Lead: Maintain service levels within the prescribed targets; identify key issues/concerns/suggestions and act towards communicating and resolvingthem

Strengthen relationships: Establish and maintain communication with clients and vendors/ or team members; understand needs, resolve issues, and meet expectations, provide information regarding performance and progress and proactively manages client escalations

Keep management updated: Relay important information in the form of timely and accurate reports

Keep morale high: Ensure motivational programs are in place and encourage frequent recognitions; supervise staff training, motivational and incentive programs, and adherence to personnel policies and standards

Impact the bottom line: Produce solid and effective strategies based on accurate and meaningful data reports and analysis.

Other Responsibilities:

Attending Client calibrations on daily/ monthly process reviews.

Attending Quality/ compliance Calibrations.

Implementing and streamlining MIS reports which could be viewed in various dimensions

for better understanding of individuals, team and division performance on a daily, weekly, monthly and yearly basis.

Core Responsibilities:

Call & email Monitoring.

Coaching and documenting feedbacks.

Sharing performance Matrix based on SLA.

Improving the overall performance through timely coaching and feedback, assigning team and individual targets and reviewing improvements.

Career Pathing for every individual in the team.

Provided interim customer service assistance to high volume of Amazon customers.

Handled Escalation inbound calls, order entry, and return authorizations.

AWARDS

Best Team Lead Award

Best Team Manager Award for 5 times

Platinum Award for Attendance

Platinum Coach Award

EDUCATIONAL QUALIFICATION

PG Degree : MCA – Computer Science

University : Madras University

Year of Passing : December 2004

Aggregate : 64%

UG Degree : B.Com

University : Madras University

Year of Passing : April 1999

Aggregate : 58%

PERSONAL PROFILE:

Father’s Name : C. Kandhaswamy

Address : 109,Padavettamman Kovil street

Kosapet Purasawalkkam

Chennai 12

I hereby confirm that all the details given above are true and correct to the best of my conscience.

Place: Chennai (K. Siva Kumar)

Declaration:

Contact this candidate