Sign in

Professional with experience of more then 6 years in diverse customer.

Chennai, TN, 600099, India
Market Standards...
September 03, 2008

Contact this candidate



Shashi Kumar */**, *th Street,

G.K.M. Colony,


Chennai – 600 099.

E-Mail: Mob. : +91-979**-*****

Career Objective:

To incorporate my knowledge in the fields of IT ES, Travel and Tourism, for the optimum benefit of the global industry and to strive for professional and personal excellence through experience gained.

Career Experience:

Details of Current Employment with Job Profile:

Name of Employer : Beon Global Services, Chennai

Duration : 14th March 2007 - Till Date

Position Held : Head Operations, Outsourcing & Call Center

Directly Reporting To : Chief Executive Officer

Span of Management : 25 Persons

Responsibilities Held and Job Profile:

As Head of Operations:

a) Call Center

 Overseeing the Day to Day affairs of the Center and ensuring that the expectations of Clients, Management and Staff are all well managed.

 Resource Management – Ensuring that the right resources are used in various campaigns to realize maximum output. This could be in the form of recruiting the right Staff, providing the necessary training, equipment and environment for maximum output in any given campaign.

 Performance Management – Ensuring that the targets expected by the clients are realistic and thereon setting individual targets for the Middle Management and closely monitoring their performance against targets set. Appropriate recognition is given to the high-performing staff and the deficiencies/ concerns of mediocre performers addressed vide improvised training, focused attention on limited campaigns, etc to ensure better results in future.

 Client Management and Delight through superior quality of Output – Ensure regular contact with the Clients and get feedback on the level of output being delivered to them to gauge their levels of satisfaction. Conscious effort is made to engage the Clients by providing them with people highlights, social highlights, etc making them feel very much part of the same team that we are.

b) Outsourcing

 Out-Sourcing of Projects – With the superior levels of output provided for the existing clients, more number of projects are given to us through existing referrals. Due to internal limitations such as space/ capital restraints, we are unable to serve all the projects that come our way – in view of which we take initial onus of the projects and outsource them to other call centers that we have tie-ups with. This is found to be mutually beneficial and also helps us in building good Client Contact and networking.

 Monitoring of Performance of Tie-up Call Centers – Since the Clients expect us to provide quality output, we make it our responsibility to ensure that even the Call Centers which handle projects out-sourced by us, provide similar levels of output. Call Centers provide weekly/ monthly reports which indicate highlights of their performance. These reports serve as a good gauge of Client Satisfaction. Should the performance be below par, then the necessary guidance is provided to the Call Centers for improvement.

 Ensuring that the Client Payoff is regular and without discrimination to the Tie-Up Call Centers. This is possible through regular feedback sessions with all the clients to gauge their satisfaction levels and also on their financial soundness.

Details of Prior Employment:

Name of Employer : Halsys IT Solutions Pvt Ltd., Chennai

Duration : 14th August 2006 – 28th February 07

Position Held : Call Center Manager

Directly Reporting To : Chief Executive Officer

Span of Management : 75 Persons

Name of Employer : Softlogic Systems, Chennai

Duration : 15th October 2005 – 11th August 2006

Position Held : Operations Manager

Directly Reporting To : Managing Director & Chairman

Span of Management : 125 Persons

Name of Employer : Kaizen E-way Technologies Pvt. Ltd., Chennai

Duration : 23rd January 2004 – 5th October 2005

Position Held : Manager Operations

Directly Reporting To : Board of Directors – 4 Directors

Span of Management : 45 Persons

Name of Employer : Supersight Ceequence Technologies, Chennai

Duration : 15th July 2003 – 22nd January 2004

Position Held : Senior Quality Controller

Directly Reporting To : Project Manager

Span of Management : 34 Persons

Name of Employer : Supersight Ceequence Technologies, Chennai

Duration : 17th January 2003 – 14th July 2003.

Position Held : Quality Controller

Directly Reporting To : Project Manager

Span of Management : 30 Persons

Name of Employer : Supersight Ceequence Technologies, Chennai

Duration : 15th July 2002 – 16th January 2003

Position Held : Customer Service Representative

Directly Reporting To : Team Leader

Brief Highlight on Hands On Experience:

Inbound Call Center Services: Outbound Call Center Services:

Inbound Telemarketing/ Up-Sales Outbound Sales/ Telemarketing

Inbound Customer Service Outbound Lead Generation

Inbound Technical Support Outbound Appointment Setting

Inbound Order-taking Outbound Market Research/ Surveys

Inbound Help Desk

Back Office Services: Interactive Services:

Fulfillment Services Interactive Voice Response

Data Entry/ Capture Services Blast Messaging / Voice Broadcasting

Web Based Research

Educational Qualification:

• Passed the General Certificate of Education (G.C.E.O’Level) Examinations (Overseas Papers) conducted by the University of London in January 2000.

• Acquired Diploma in Power User – Network Centered Computing from AKS Micro Systems in April 2000.

• Acquired Diploma in Tally from AKS Micro Systems in May 2000.

• Acquired Diploma in Advanced Airline Ticketing and Fare Calculation from the Institute of Airlines & Travel Agencies, Chennai in September 2000.

• Passed the IATA/UFTAA Foundation Course Paper One (Theory) in September 2001.

• Acquired the Problem Solver Pro! Certificate (Telemarketing Program) conducted by the Inlight Cem Inc. in July 2002.

• Bachelors Degree in Business Administration (B.B.A) in the University of Madras.

Personal Profile:

• Name : S.D.Shashi Kumar.

• Father’s Name : Scinde Dowlet Rao.

• Date of Birth : 19th December 1981.

• Age : 25 Yrs.

• Nationality : Indian.

• Passport Number : L – 459832.

• Marital Status : Married.

• Languages Spoken : English, Hindi, Tamil, Marathi, Gujarati, Swahili.

• Favorite Hobbies : Reading, Learning languages, Listening to music,

Interacting with people of various Cultural &

Regional background.


I, hereby declare that the above-furnished information is true to the best of my knowledge.

Place : Chennai (Shashi Kumar)

Date : Sep 2008.

Contact this candidate