4 years experience in customer servcie and management operations,MIS,Six sigma, process expert, Good in team handling, managing 15 teams

To secure a management position in a high growth company with considerable advancement opportunities. Ideally, in a business development capacity with an emphasis on strategic planning.

Company : HCL Technologies BPO Service Limited
Place : Chennai ¡V India.,
Duration : Dec 2005 ¡V Oct 2007.
Designation : Sr.Executive ¡V Command Center
Job Profile :
Real Time calls Queue monitoring through Avaya CMS Supervisor.
Managing 15 Teams in a Shift in different Floors.
Handling/Mentoring 8 SL Executives.
Utilizing contingency team as per requirement.
Online coordination with other center to control queue/SL monitoring.
Ensure meeting the man-hours committed for FL/Faults/Contingency.
Core Analysis on Service Level Slippage and drive necessary corrective actions.
Coordinating with operation managers in controlling AHT, Break Adherence, etc,.
Deciding Team stretch depending upon the Call flow and requirement.
Processing additional payments for 800+ Employees in the process - verification with Agent login data (Coordination with Finance and HR department).

Achievements in HCL:
Yellow belt in six sigma
Service Level desk STAR quarter of July, August & September 2006
1st Star award won by SL desk through Client Audits.
Developing Time saving Tools to avoid more man-hours of an executive and reduce cost of Hiring in the department
--------------------------------------

Company : Airtel - Bharthi Cellular Limited
(Associates ¡V i2i Enterprise Ltd, Spectra HRD Ltd, Hindhuja TMT Groups Ltd, HCL Technologies )
Place : Chennai ¡V India.,
Duration : Nov 2003 to Dec 2005
Designation : Mentor
Job Profile :
Solving Customer query, Activation, Deactivation through Order Management Software.
Raising Tickets, Complaints and close looping high level complaints using CRM.
Online Retention on escalated calls.
Coordination as shift in-charge in absence of Team leaders.
Training executive in new concept of GPRS/Blackberry & internet connectivity.
Handled a Team of 5 Executives.

Achievements in Airtel:

Developed Intranet Knowledge base Tool (MS -Front page) which includes up to date product and process details that can be accessed by all nodes in the domain.

Promoted to Care Touch (Handling VIP, Executives, Corporate Customers, and High ARPU [Average revenue per usage] customers).
---------------------------------------------------------

Company : Malavika Information System pvt ltd.
Place : Calicut ¡V India,
Duration : From Aug 2002 to Sep 2003
Designation : Desktop Support Engineer

 Willingness to learn.
 Leading a team.
 Planning and co-ordination.
 Strong People management & motivation Skills.
 Analyzing problems and finding better solutions.
 Crisis management
 Six Sigma Yellow Belt. (From HCL).
 Undergone Six Sigma Green Belt Training Program.
 Undergone Forecasting training Program
Tools Known in Service industry
 E-CRM.
 Nortel supervisor.
 Avaya CMS Supervisor


„« Diploma in Computer Applications.(DCA)

„« Multimedia Technical Administration

„« BBA - Madras University, Chennai

Yellow belt in Six sigma

PERSONAL INFORMATION

Date of Birth : 26th Jul 1983.
Marital Status : Married
Father¡¦s Name : Mr. C.P Anil Kumar
Passport No : G2398388
Visa Status : Visit Visa
Nationality : Indian.

Can speak english,Malayalam, Tamil
Can read english,hindi,malayalam
Can write english,malayalam,hindi