Curiculam Vitae

Percheck. H. Barnes

Flat No. B-*, Plot No 75, 1

st

Cross Street

K.K.R Nagar, Madhavaram, Chennai-600060, India

Mobile +91-988**-*****

E- Mail adm763@r.postjobfree.com

I am a dynamic leader, a strategic thinker and a decision maker, with 18 years’ experience leading teams in driving organizational growth and revenue. Skilled at developing and implementing comprehensive training programs for staff members to ensure the highest-levels of service are delivered consistently. Exceptional ability to connect with people and understand their wants, needs, and desires and delivering legendary service on every interaction. Timely and professional with extraordinary communication skills and ability to build and cultivate relationships to drive business retention and streamlining processes that involved clients from the Banking and Financial Services, Telecommunications, Networking, Health Care etc Profile

o Customer support (Voice & Web).

o New Product Testing along with Product Launch Certification o Call Center Management (both inbound and outbound call centers) o Corporate Account Service Management.

o Tele-Collection & Tele Sales Management.

o Customer Retention Management.

Areas of Expertise

Proficient in Call Center Management.(Inbound & Outbound)

Skilled in the Implementation of Customer Relationship Management.

Excellent at Aligning the Voice of Customers and Maintaining Company Processes.

Demonstrated Excellence in Measuring and Correcting Customer Management Indices basis mark to market standards.

Insightful Account Manager with the ability to handle high value accounts.

Ability to handle Call Center Vendors and align them to the Company’s Expectations and Performance Standards.

Enterprising Manager with Good Communication and Interpersonal Skills. Employment History

Manager – Operations (Brix Networks Pvt. Ltd.)

Jul. 2015 – Aug. 2020

Key Result Areas:

Build relationships with existing clients, and networking activities to bring in new clients.

Identify and develop new business opportunities in-line with client requirement.

Create plans to address clients’ business needs.

Advise clients on creating profitable processes.

Schedule regular meetings with customers to ensure they are satisfied.

Act as point of contact for complaints and escalate issues as appropriate.

Help sales team up-sell or cross-sell services and products.

Ensure both the company and clients adhere to contract terms. MID LEVEL ASSIGNMENTS

Sales~ Customer Service ~ Revenue Cycle Management

Study competition to find new ways to retain customers.

Set sales and revenue targets and work diligently to meet them.

Collaborate with internal teams (e.g. sales, engineers, Trainers, senior management) to address customers’ needs.

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Operations Manager – (Infofield Business Solutions Pvt. Ltd.) Feb. 2011 – Jun. 2015

Key Result Areas:

Handle the financial and monetary aspects of the programs I manage through financial reviews with the finance POC.

Dialer and list management for all programs that I manage through daily, weekly and monthly reviews, so that all dialer and list related compliance and performance requirements are met.

Create staffing plans based on the forecast given by clients periodically on a weekly, Monthly, and quarterly basis.

Review reports related to performance, quality, and training that are generated from sources that are internal and client based.

Handle a team that has 100 members with 2 assistant managers, 3 team managers, and 10 team leaders.

Review and manage the team’s performance, and act as a mentor and guide with regards to career aspirations.

Vendor management encapsulating contracts, financial terms, and program performance.

Acquiring new business from existing clients through account mining and process reengineering opportunities.

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Operations Manager – (Drasis Solutions Pvt. Ltd.)

Jan. 2007 – Feb. 2011

Key Result Areas:

Ensuring resource schedules were managed and call response times acceptable;

Liaised with senior management to develop the channel's strategic plans to ensure market and revenue growth;

Monitored competitor activity ensuring we remained competitive;

Developed sales agents and team leaders through coaching and training to achieve targets and excellent levels of customer service;

Developed, implemented and monitored incentive schemes and subsequent bonus payments. Resulting in outbound Base Coverage Teams producing highest sales achievement across the the US & UK Market

Responsible for recruitment and selection and in the first instance any HR issues on site; Team Manager- Sales & Support, Enhanced Customer Care Pvt. Ltd. Oct. 2002 – Dec. 2006

Key Result Areas:

Handle the financial and monetary aspects of the programs I manage through financial reviews with the finance POC.

Dialer and list management for all programs that I manage through daily, weekly and monthly reviews, so that all dialer and list related compliance and performance requirements are met.

Create staffing plans based on the forecast given by clients periodically on a weekly, Monthly, and quarterly basis.

Review reports related to performance, quality, and training that are generated from sources that are internal and client based.

Handle a team that has 120 members, 2 team managers, and 6 team leaders.

Review and manage the team’s performance, and act as a mentor and guide with regards to career aspirations.

Vendor management encapsulating contracts, financial terms, and program performance. Sr. Tele-Marketing Officer, DSQ Software Pvt. Ltd. Jan. 2000 – Sep. 2002

Key Result Areas:

Contact businesses and private individuals by telephone to promote products, and services.

Solicit orders for goods and services over the telephone.

Explain the product or service to potential customers.

Deliver scripted sales pitch to the customer.

Adjust scripted sales pitch to meet needs of specific individuals.

Obtain customer information including names and addresses.

Record customer details including reaction to the product or service offered.

Obtain contact details of potential customers from sources including telephone directories and purchased lists.

Schedule appointments for sales staff to meet prospective customers Conduct customer and marketing surveys.

International Counter Staff, Samrat Tours & Travels Pvt. Ltd. Jan. 1996 – Jun. 1999

Key Result Areas:

Providing service to all customers who approach the travel counter.

Cross selling existing customers to solicit business.

Co-coordinating Group tour packages.

Issuing tickets and maintaining fortnight sales reports.

Visa documentation.

Record keeping.

Awarded employee recognition for meeting sales targets at regular intervals.

Instrumental in upping the ATP rating for the OEM in India.

Team ATP rating for efforts in marketing training certification programs.

Efficiently marketed and contributed to the growth and revenue in the corporate sector bringing in business worth INR 45, 00,000 during the year 2015-16, which lead to an increase in target of candidates for both corporate and college training programs.

Won the Best Team Manager award in terms of AHT (Average Handle Time and Quality) Education

B’Com – Madras University.

Higher Secondary– March 1994, St. Bede’s Anglo Indian Hr. Sec. School, Chennai.

Secondary Board- Apr 1992, St George’s Anglo Indian Hr. Sec. School, Chennai. IT Skills

MS Office

Internet Applications

*References can be provided on request

Availability – Immediate

NOTABLE ACCOMPLISHMENTS

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