RESUME - Jayakumar

Jayakumar K.A

No ** model lane 8th street

Oldwashermanpet

Chennai - 600021

Mobile no: +91-971*******

Mail: adpvsi@r.postjobfree.com

Carrier Objective:

Seeking a responsible and challenging position in a growth

oriented progressive organisation where my experience & skills

Will significantly contribute to the overall success of the organisation

and provide me opportunities for my carrier growth.

Experience Summary:

Have an a overall experience of 5.8 years in Altruist customer management India private limited with extensive experience in handling escalation calls, Solves customer queries via call, Team Management Operations & Client with Reputed organisation in Telecom (Airtel ILMS) & in banking (Yes Bank). As a part of Incident management, handle high priority issues & VIP customers. Liaise with multiple vendors & Support partners and follow up until issue closure. Willing to learn new technologies and highly adaptable

Personal Details:

Name

Jayakumar K.A

Nationality

Indian

Passport Info (RO871787)

Valid from

Valid till

27-06-2017

26-06-2027

Language Known

English, Tamil & Telugu

Education Details:

Title of the Degree

Institution

University/Board

Year of Passing

B.A

Tamilnadu open university

Tamilnadu open university TNOU

2014

XII

Board of distance Learning West Bengal

State Board

2009

X

Board of distance Learning West Bengal

State Board

2007

Other Skills:

No

Course Name

1

Vendor Management

2

Identity Management

3

Escalation Management

4

Incident Management

5

General Triage and Troubleshooting

Work Experience:

Aug”14 to till now with Altruist customer management India private limited As a Team Leader operations

Airtel post-paid pan India outbound lead generation

Airtel Broad band pan India outbound End to End Lead generation

Yes bank credit card sales pan India End to End Prime.

Key Deliverable:

Manage a team of 35 + business Associates

Manage day-day operation for the each process

Plan & conduct process review with team, and track updates basis plan of action

Involve in continuous improvement initiative for achieving higher level of operation capability and process quality

Daily / weekly & monthly MIS on various business parameter, publishing monthly dashboard based on which various business takes place

Handling end to end performance of process

Voice of customer – highlights the issues and sharing & Tracking actionable with the business partners

Timely and accurate collation and analysis of management information & root cause analysis of shortfall in production/productivity targets and development of solutions and improvement logic ensuring daily delivery of business unit goal

In charge of manpower designing

Managing team of 35 representatives in call handling monitoring & educating associates on process & process updates

Audit QA reports, analyse trend identifying improvement areas and implement Quality & process improvement plan

Tracking and recording MIS data related to call handled deviation/ adherence to quality metrics, correction plan ; analysing operations & quality through trending of error calibrating new hires with the process flow

Ensuring that communication strategy and plans are implemented properly

Facilitating dissemination of the communication ; making presentations; conducting team huddles and resolving quires regarding product & quality,etc

In quest of a managerial level in the domain of operations management, Client relationship management, Team management, quality management with a growth of organisation

Achievements:

Consecutively stood at top position across the process for overall performance in the Team leader Matrix

Awarded in RNR consecutively 5 times.

Consecutively stood at top position across the process for overall performance in the team leader matrix ranking for the month of Jun’19, July’19,Aug’19, Sep”19, Jan’’20

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