Manager Operations Customer Service

Resume

Jagadeesh. S

Plot No: ** Labour Colony

Main rd, Pallikarani,

Chennai 600100.

****************@*****.***

Phone: 882-***-****/ 915*******

ABOUT MYSELF

I am very practical person with an amiable disposition and strong cultural values. I Strongly believe in accuracy and precision in whatever I do. I believe I have good Communication skills that would provide transparency and productivity in the Organization.

EDUCATIONAL QUALIFICATION

B.A History Annamalai Open University in the Year of 2002 SSLC, Nehru High School in the year of 1999

OTHER QUALIFICATION: -

Knowledge in Computer MS-Excel, MS-Windows, MS-Office and well conversant with Internet.

PERSONAL PROFILE: -

Father’s Name :

Address :

:

Date of Birth :

Marital Status :

Languages Known :

Hobbies :

Nationality :

Sarangabanii

Plot No: 12 Labour Colony

Main rd, Pallikarani,

Chennai- 600100.

7thOctober 1981

Married

English,

Tamil

Listening Music. Crime

Novels Indian.

EXPERIENCE:

Working in iDisha Info Labs Pvt.Ltd.(Quick Ride Taxi) From : 26 December 2021 Till Now.

Designation : - Sr. Manager - Sales & Operations

Key Accomplishments:

Handling entire Customer service of Pan India for the Client Staffing as per the need

Hiring for different skill set (Languages).

Coordinating with training team for process

training... ..Roaster Planning & Adherence

Shrinkage Planning

Call Monitoring and giving feedback to agent whenever required. Feedback and grooming sessions for the teams Call Quality Audits

RCA on Fatal Errors

Meeting Service Level

Mapping Agents depend upon the call flow for client to reduce the Abandon % planning around Controlling AHT and reducing nonproductive time on calls One on One sessions will be taken to avoid the attrition Performance Improvement Planning

Call Calibrations

Annual Appraisals of the team members

Redeployment of bench as and when needed

Leadership & Managerial attributes:

Capable of understanding detailed business process and procedures. Ability to work under pressure and meet targets. Able to build a working atmosphere that has energy, vitality and fun. Having a methodical & organized approach to work at both individual & team level.

Writing accurate reports through the detailed analysis of data. Assisting with analyzing sales figures to help future sales figures. Monitoring the campaigns of local competitors.

Organizing seasonal promotions and events.

Worked in Autosense India Pvt Ltd for TVS RSA (Roadside Assistance) From: 22nd Feb 2021 to 05th Oct 2021.

Designation:- Assistant Manager Operations

Key Accomplishments:

Handling entire Customer service of Pan India for the Client Staffing as per the need

Hiring for different skill set (Languages)

Coordinating with training team for process

training Roaster Planning & Adherence

Shrinkage Planning

Call Monitoring and giving feedback to agent whenever required Feedback and grooming sessions for the teams Call Quality Audits

RCA on Fatal Errors

Meeting Service Level

Mapping Agents depend upon the call flow for client to reduce the Abandon % Planning around Controlling AHT and reducing nonproductive time on calls One on One sessions will be taken to avoid the attrition Performance Improvement Planning

Call Calibrations

Annual Appraisals of the team members

Redeployment of bench as and when needed

Leadership & Managerial attributes:

Capable of understanding detailed business process and procedures. Ability to work under pressure and meet targets. Able to build a working atmosphere that has energy, vitality and fun. Having a methodical & organized approach to work at both individual & team level. Writing accurate reports through the detailed analysis of data. Assisting with analyzing sales figures to help future sales figures. Monitoring the campaigns of local competitors.

Organizing seasonal promotions and events.

Worked in Ison Xperiences for Nissan Motor Insurance, HDFC One Assist, ICICI One Assist, 22 Jan 2020 to 21 Feb 2021) Designation: - Assistant Manager Operations

Key Accomplishments:

Responsible for Two Team Leaders & 65 Agents and the efficient operation of the Company when acting as an Assistant Manager.

Maximizing profits by controlling labor cost and expenses. Continuously reviewing and managing team performance. Delegate work and give tasks to individuals to do. Meet the Difficulties of client Queue

Agents training and delegation of tasks

Assisting the client requirements within the Quality Accuracy Supporting the manager and filling duties when absent (i.e., Allocating data, Generating reports, etc.)

Meet the Team, Shrinkages, Attrition, team login hours, AHT and Quality. Taking Responsibility of entire floor.

Meet in daily service level and Answering level.

Fully accountable for increasing sales ensuring efficiency and for maintaining highest BPO standards.

Leadership & Managerial attributes:

Capable of understanding detailed business process and procedures. Ability to work under pressure and meet targets. Able to build a working atmosphere that has energy, vitality and fun. Having a methodical & organized approach to work at both individual & team level. Writing accurate reports through the detailed analysis of data. Assisting with analyzing sales figures to help future sales figures. Monitoring the campaigns of local competitors.

Organizing seasonal promotions and events

Worked in Eagle Services (Gulf Oasis Motor Insurance) Sep 04, 2019 to Jan 06,2020 (04 months)

Designation: -Team Leader Operations

Key Accomplishments:

Handling escalation calls given by agents.

Meet the Difficulties of customer queries.

Achieving all types of targets.

Handling the team of 10 agents and motivating them to improve their sales. Meet the Team, Shrinkages, Attrition, team login hours, AHT and Quality. Handling the higher escalation calls.

Break Management.

People Management

Worked in Fearless Solution Real Estate Alliance kotturpuram Chennai. (Outbound & Inbound Voice Process)

From: Nov 2015 to July 2019 (44 months)

Designation: Team Leader (Inbound &

Outbound)

Key Accomplishments:

Handling 30 Agents and 2 Team

Leaders Meet the given targets of Entire

Team

Manage the Agents to dial 150 calls per day

Verify customer documents.

Checking Cybil Score of the Customer to

avail Home Loan.

Achieving all types of Team targets.

Handling the higher escalation calls.

Take Responsibility of entire floor.

Meet in daily service level and Answering level

Capable of understanding detailed business process and procedures. Ability to work under pressure and meet targets. Able to build a working atmosphere that has energy, vitality and fun. Monitoring the campaigns of local competitors. Writing accurate reports through the detailed analysis of data. Worked in Velan Info Services Coimbatore (International Voice Process) Apr 2013 to Sep 2015 (29 months)

Designation: Team Leader (Canada Inbound).

Monitoring & Verifying the Agent calls

Send them Emails

Maintain Team AHT

Maintain the Team Quality scores above 80%

Escalation if any Issue regarding product & resolving the issue on call. Worked in ELShadai Info Solutions Marthanda

(Australian Process) May 2008 to Mar 2013 (58 months) Designation: Customer Service Representative (Australia Outbound). Making Calls to customer.

Give information about the product

Convince the customer to buy the package

Maintain the quality scores

Escalate any Issue & resolved.

Thanks & Regards,

Jagadeesh

Contact this candidate