Operations Team Lead
Resume:
SURESH KUMAR V
****************@*****.***
Profile Summary:
Consolidated experience of 15+ years in BPO/ITES/F&A domains: Companies Worked:
Tech Mahindra – Team Lead (Jan 2019 – Present)
Maersk GSC - Collections Analyst & Working Capital Manager (Dec 2016 - Jun 2018)
Tata Consultancy Services - Senior Process Associate (Dec 2010 - Jul 2015)
Cognizant Technology Solutions - Senior Process Executive (Nov 2008- Sept 2010)
Allsec Technologies Ltd - Customer Support Officer (May 2006- Oct 2008) Educational Background:
PGDBA-HR (2010) - Symbiosis University, Pune, India
Under Graduation (BCA) (2006) - Passed with 54% - SNMV CAS, Coimbatore, India
High School & Higher Secondary School (2003) - St. Joseph's College, Coonoor Work Experience:
Tech Mahindra Ltd - Chennai
• Oversee day-to-day operation & ensure tasks are handled and delivered as per SLA
• Set clear team goals, delegate tasks and set deadlines
• Monitor team performance and share report with management on defined metrics
• Handling weekly client calls, to discuss on weekly delivery status and quality audits
• Listened and understood team members’ feedback and resolved possible issues on priority basis
• Provided Ops assistance for management in hiring candidates
• Conducted weekly performance review with the team and one-on-one session every month
• Creating an inspiring team environment with an open communication culture
• Organized team building activities to build rapport within the team
• Performed annual appraisal for my team with a headcount of 28 associates
• Recruiting the right candidates as per role requirement Achievements:
Team Lead of the Quarter (2nd Quarter 2020) for handling and managing the project and team during the pandemic situation
Finance & Accounts Project Management Client Relationship Management Team Management SLA Management Performance Management Maersk Global Service Centre - Chennai
• Handled Order To Cash operations for Damco (part of Maersk) Uganda customers
• Accounts Receivable /Cash Reporting/Forecasting, Bank Reconciliation
• Cash application ensuring all cash receipts are applied properly
• Ensuring timely collection of monies due to corporation and reporting deviations from credit standards for corrective actions
• That the companies’ standard template regarding invoice sample is in place for every customer
• Weekly reporting of invoicing totals/aging totals/cash receipts and invoice adjustments
• Facilitating credit checks on all customer and managing limits
• Process comprising of Cash Reporting, Business Forecasting, Bank Reconciliation, Journal Upload, Reverse Factoring and BACS Payment Processing
• Reviewing the month-end bank reconciliation with Financial controller’s
• Facilitating weekly calls with FD’s / FM’s of the respective entity to get the aged open items cleared from the bank reconciliation
• Month-end reporting of open items, reverse factoring trends & receipts and weekly cash reporting Achievements:
Travelled to Uganda to complete AR Collections transition for the country in East African region and ensured the sign-off was completed successfully Tata Consultancy Services -Chennai
• Issue Statements and reconcile debtor’s ledger
• Preparing Financial Statements and Balance Sheet
• Ascertaining the unallocated statement
• Examining total rejection of Invoices in a monthly basis and following up for the same
• Assist in the production of financial statements and preparation of reports and correspondence as required
• Maintaining Daily Collection Report
• Preparing negotiating proposals for recovering huge outstanding
• Review and authorize the weekly accounts payable
• Managed account reconciliations and managed outstanding
• Monitoring overdue and minimize DSO
• Managing arrear accounts and following up via calls/emails Support Role: Human Resources Catalyst
• Nominated for the role of HR catalyst
• Taking care of HR functions & duties for the project
• Organizing events for the project on behalf of the HR
• Arrange meetings between project leads, managers and associates
• Provide support to enhance project requirements
• Assisting associates with queries pertaining to job, work policies & other requirements
• Inducting new joiners with project and company policies and requirements Achievements:
Star performer award from TCS for the month of Aug 2013
Performance recognition award from client for the 3rd quarter of 2014 Cognizant Technology Solutions - Chennai
• Handling Order Management tool for the client AT&T
• Calling US customers (AT&T) to provide technical support with regards to their phone & internet connections
• Fixing appointments by calling the customers of AT&T in order to give residential connection
(television, internet, telephone).
• Responsible for smooth process flow of OMA (Order management and Activation) of customers of client viz. Television/ Internet/ Residential networking and HPDR (Handle port and Disconnect request)
• Trained the new associates to process the AT&T customer’s orders. Took the responsibility to send the EOD reports to the clients to show the SLA targets which has been met.
• Have done the transaction quality for customers’ orders which were worked by the agents in order maintain the client’s expectation
Achievements:
Star performer award from CTS for the month of Jan 2010 Allsec Technologies Ltd - Chennai
• Selling mortgages to US customers over phone
• Interacting with customers (US) regarding student loan consolidation
• Providing support for the customers (US) for educational loans
• Monitoring calls of associates and providing necessary performance feedback
• Being an integral part of the client calls, discussing the indispensable factors for improving the associates call quality
• Sending across performance reports to the clients
• Conducting one-on-one sessions with the associates to improve the call quality Personal Skills & Strengths:
Positive attitude
Team management
Result oriented
Strong believer of achieving results as an individual and through teamwork
Quick to learn
Ability to handle pressure
Clarity in work supported by a very good verbal and written communication
Responsive to changes and amiable with team members in environments requiring
attentiveness
Highly organized and analytical mindset with a strong attention to detail
Strong leadership skills and time management
Personal Information:
Date of Birth: 30th Dec 1984
Address: #4/31, 2nd Floor, Devin House, Barathiyar Street, Palavakkam, ECR, Chennai -600 041 Languages Known: Malayalam, Tamil, Hindi & English Passport #: N0669634
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