Kumareshwaran
- 1. R.KUMARESHWARAN # 46/2, G.N.G Street, Varadharajapuram Ph : 98413-46902 Ambattur, Chennai – 600 053 Email: kumareshwaran@gmail.com ACCOMPLISHED PROFESSIONAL - Operations, Quality & Technical Support Proactive decision maker, targeting challenging assignments at senior managerial level as Service Delivery Manager/Operations Manager/Manager - Helpdesk Operations/ Team Manager/ Assistant Manager/ Service Delivery Lead - Operations (Technical Support) with reputed BPO / ITES organizations Dynamic & multiDynamic & multiDynamic & multiDynamic & multi----skilled professional, contributingskilled professional, contributingskilled professional, contributingskilled professional, contributing overoveroverover 11115555 yearyearyearyear inininin ITES Sector, handling, handling, handling, handling BPO industry in domains like Operations, Quality & Technical Support, spearheaded functions as Team LeadTeam LeadTeam LeadTeam Lead ---- OperationsOperationsOperationsOperations with Tata Business Support Services, with knowledge of quality, process enhancement and customer relationship management. Possessing valuable insights, keen analysis and team approach to implement best practices & processes used, adept at working in high pressure environments with strict deadlines and multiple deliverables. Rich experience in creating, developing & executing innovative business development plans & strategies together with designing, consolidating & improving organizational processes well within time, budget and quality parameters. Gained excellent Command over Program Level & Productivity metrics like Service Level, AHT, and Queue wise Comparison reports, Trends Analysis, Shrinkage, CPA, Headcount, Utilization, and Occupancy. Acquired expertise and Command over Excel, Prepared new reports & Simplified reports that helped operations Executions, Good Analysis & Interpersonal Skills. Kept abreast of market trends and competitor moves, to achieve market-share metrics. Skilled in managing the human, financial and material resources in meeting predetermined deadlines, to plan and manage work programmes and to lead, motivate and provide effective guidance to a team of professional and support staff. Perfect team manager having ability to lead cross-functional project teams and integrate their efforts to maximize operational efficiency. Armed with strong analytical/problem solving skills. Superior communication and interpersonal abilities, multitasking with an ability to interact with a wide range of people. OPERATIONAL EXPERTISE IN: Operations Management Technical Support Strategy & Vision Planning Business Orientation Profit Centre Mgt. Troubleshooting New Product Quality Compliance Training & Development Client Relationship Management CAREER EXPERIENCE Executive Highlights Awards & Accolades: - Excellence Performance Awards in Tata Business Support Services : a. WOW Award – Dec 2015 b.Best CSAT Team Lead Oct 2015 to Feb 2016 c. Xtra Miler Awards for the months Nov 2015, Jan 2016 & May 2016 - Excellence Performance Awards in Sutherland Global Services : Received Appreciations from Managers & Peers for successful completion of Projects like - Successful Completion of Automating the “EH Voice All Hourly Comparison report” using VB Scripting, Windows 7 & Scheduler Utilities. - Launch Phase of “Liveops – a cloud contact center solution”. Tasks include Identifying & fixing the challenges in Liveops Tool related to Queue Monitoring, Reporting, Skill flexing, Login issues. - Bagged the PLATINUM AWARD for 3 successful years of service in Sutherland Global Services in 2012 -Performance based, decorated with the PILLAR AWARD in CSS CORP (formerly Slashsupport) in 2006 -Promoted to Quality Lead from Support in CSS CORP in 2005 -Excellent Performance award in CSS CORP in 2004
- 2. Career History________________________________________________________________________________________________________________ Team Leader, Tata Business Support Services Ltd.,Chennai July 2015 – Aug 2016 Client : Beachbody Key Responsibilities : Delivery of Team CSAT, service level components, quality and productivity targets & indicators. People Management, including all HR related issues, as well as staff development. Motivating associates through effective management, career development & implementation of reporting mechanism. Operational Management: Managing the floor, adherence to schedule. Ownership and problem resolution. Agent Transaction monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every Transaction. Training and development of staff. Motivation, leadership for a team of 15 and developing future leaders. Recommendations for product and process development based on customer feedback and analysis of the same. Conducting performance appraisal for the team. Compiling reports on team’s performance and customer feedback. Communication and being a focal point of dissemination of information from management to team and vis versa. Sr. Specialist-Operations, Sutherland Global Services Chennai Sep 2009 – July 2015 Client: Symantec Key Responsibilities: Spearheading efforts as the SPOC for delivering day-day activities & running smooth operations for Client- Symantec with an headcount of over 500 across locations covering India & Philippines Sites, Locations include Chennai, Mumbai, Cochin, Vizag, Davao, Makati & Carmona. Accountable for handling all Day – Day Activities involving the following: - Manning the Voice, Chat & E-mail Queues for programs such as Symantec EH Voice, Symantec Norton live, Symantec EH Chat & Symantec E-mail in a Real-Time Scenario. - Driving Voice & Chat queues towards Daily, Weekly, Monthly targets as set by Clients. Targets Include Service Level, Handle Rate%, AHT, and CPA. - Login/Logout , Schedule Adherence, Floor Adherence , Effective Queue Monitoring , Break/Aux Controls , Alert any deviations observed to other sites - Update Hourly/Bi-hourly/ timely alerts & reports to internal management & Clients - Identify Outbreaks/Outages to clients for remedial action and deviations (login/logout, schedule, Aux, ethics) to Service Delivery team for remedial actions Tasked with preparing all Reports such as: GAP Alerts for Spike, Outage, Low Service Level, Unknown Threats/ new issues CPA & Day End Shrinkage reports EOD Gap alerts, Analysis reports for low abandon %, low Service Level. Participating in regular calls with client for identifying and fixing issues in reporting portal (Liveops). Training OPS team on regular basis for updates on reporting. NETWORK ENGINEER (ENTERPRISE SUPPORT), Slash Support Pvt Ltd., Chennai May 2008 - Sep 2009 Client: Juniper Networks Key Responsibilities: Entrusted with handling Technical Queries from Enterprise Customers, Supporting Juniper SA devices like SA700, SA2000, SA2500, SA4000, SA4500, SA6000 and SA6500.
- 3. Provided Technical Support for Customers contacting Juniper either through Phone or E-mail from North America, EMEA (Europe, Middle East and Africa) and Asia regions. QUALITY LEAD; Clients: Magellan Dec 2005 - May 2008 Key Responsibilities: Tasked with Documenting Quality Process Manual and Maintaining it. Updating the Service Implementation Plan on a monthly basis. Sending Audit Report to Team Managers & Project Manager on daily/weekly basis for Process corrections and for sustained and continuous improvement. Conducting Process Training for the new hires and for the entire team, Audits on Client level processes such as Call Quality, RMA, Escalation and Audits on Internal processes such as for Operations Team, Manager on Duty, KB team, KE team, RA team. Ensuring smooth interface with IT Team with regards to the QM tool (NICE Perform) and fixed issues. Gave Suggestions to Logistics Team for smooth transportation of employees. Conducting Team meetings with Team Leads to drive Process Adherence and Quality. Timely feedback to Team Managers & Project Manager for Project Level Performance. Provided CSAT, FCR, Weekly Operations and Team Performance reports for the entire project. Involved in planning strategies on maintaining Quality Parameters set by client with Team Managers & Project Managers. Provided Quality Report to Team Leads and Call Coachers for improving call quality. Sending Internal & Client reports (e.g. CSAT, FCR, Problem Category reports) on weekly and daily basis. Conducted Training for the Command Center dept, (Work force Team) and Knowledge Engineering department. Created different templates that help in the completion of several internal and client reports and those need to be sent on a timely manner. TECHNICAL SUPPORT ENGINEER; Client: SMC Sep 2003 - Nov 2005 HELP DESK EXECUTIVE, Sutherland Technologies Ltd., Chennai Dec 2001 - Sep 2003 HARDWARE ENGINEER, Ultimatee Solutions May 2000 - Jun 2001 TRAINEE, Global Software Solutions Aug 2001 - Nov 2001 EDUCATIONAL CREDENTIALS B.E - Electronics & Communication, College Of Engineering, Anna University, Chennai, 1999 Computer Knowledge: Proficient with the use of Ms Office and Internet Applications. Trainings Attended: Attended training for the Client Tools Liveops, Katamari PERSONAL DETAILS: Date of Birth: 25th Jul 1976 Languages Known: English, Tamil, & Hindi References: Available on request