Sreevikram's ResumeMST
- 1. SREEVIKRAM SUBRAMANIAN E-104, Krishna Diamond Apartment, Sy No 47/2, A Block, Sahakar Nagar, Bangalore - 560092 +918095182368/+919686544994 sreevikram@gmail.com/Linkedin Profile http://in.linkedin.com/pub/sreevikram-s/4/369/100 Profile • 12.5 years of total experience • 10.5 years of experience as people manager. • Experience in new process transitions. • Blend of Credit Card Risk Management, Order Management & Contact Center. • Intellectual, strong interpersonal skills with ability to quickly learn new business. • Proven ability to work in unison with staff, managers, and directors. Education B.E., Electronics and Communication Engineering – First Class, Madras University Graduate Diploma in Management - Distinction, University of Limerick(Dell Sponsored) Relevant Experience & Accomplishments Amazon • Transitioned Email Team from Hyderabad to Bangalore, ramping the same to 25 heads with best of breed performance in comparison with Hyderabad and SJO(Costa Rica) on Quality. • Drove a global project on one of the metrics with 59% defect reduction for the low performing sites during 2014. • Drove the people Engagement activities for TRMS, BLR through Fun and RnR for Peak 2014. • Started new site in BLR for Buyer Risk along with 2 other managers in 2013. • Formed the Specialty Team handling EGC and Digital which went on to win the best team for the second quarter of 2013. Dell • Have transitioned Order processing business from Bangalore to Hyderabad for ANZ & MYSG CSMB • Last project in Dell was sending SMS to prevent order cancellation leading to $600K/Quarter revenue saving for MYSG and $9.2M/Year projected saving for ANZ. • Was one stop shop for Canada Care reporting, tracking & improving COD, Repeat Calls, CSAT, Delta Performance & OCC • Was responsible for making sure that Delta is implemented in Care with minimum impact on business metrics • Took Excel training for Agents and support staff aiding in their career development(UKIE & Canada Care) • Conducted Knowledge Checks for entire Canada Care and gave inputs for Vitality Training for two quarters and successfully handed it over to support staff. • Driven awareness in Six Sigma covering LEAN by extensive communication and conducting Quiz. • Taken Technical training for E-BOX and EMEA EBU Care on a special request by senior area manager. • Managed end to end Finance for Family Day during 2006. • Directed first corporate movie for EBOX during 2005. • Conducted Singing Competition for EBOX 1st year Anniversary during 2004. • Segmented UKIE process into Consumer and commercial even before Organization started implementing it which lead to decreasing escalations from commercial sales org. • Completed a GDI in Online Quality team resulting in soft HC saving of 8 during FY06. • Presented the first ever complete process Blue book on Validation during same period.
- 2. Employment Manager Investigation, Buyer Risk Investigation, Amazon • Currently managing the Email team which is responsible in striking a balance between financial liability and customer experience. • Span of 18 heads (17 investigators and 1 Team Leader), additional 7 reporting to me on dotted lines. • Managed the production team and improved the quality from 37 Bps in HQ to 17Bps in 2014 in terms of Bad Debt. • Suggest improvisation methods to aid in better decision taking by the investigators. • Take care of the production Queue SLA and make sure that 90% of the investigations are resolved within 12 Hours. Supervisor(Sr Team Manager), Global Order Management(previously named Online Operations), Dell • Responsible for Consumer & SMB online operations covering 4 countries AU, NZ, MY and SG • Drove revenue and margin by working on cancellation reports and reducing the net cancellation • Maintained reports on Revenue, Margin, Order inflow, Gap in orders processed and share the same with marketing teams to analyze on demand • Innovated new techniques/methods to maximize ePen/Revenue • Drove the Productivity and Quality on the online space • Extended help to the offline sales in conversion of quotes/cancelled orders into orders/rebooked orders Sr Team Manager(promoted w.e.f Oct 2009), Canada Customer Care, Dell • Span of 12 Productive Agents and 2 support HC • Drove team’s performance on Productivity and Quality. • Worked on COD(Cost of Dissat) reports and controlled the same • Conducted managerial practices(1x1s, feedbacks and coaching regularly) 2012-Present 2010-2012 (in Canada care)2007-2010 Team Manager, Exceptions, EMEA Online Operations, Dell • Took care of overall cancellations and rebooking on internet orders. • Analyzed reports like D113 to understand the trend in cancellations and maximize rebook • Coordinated with Consumer and Commercial Sales and Customer Care and supported in handling Order delay queries. • Completed month on month stack for the team. • Conducted managerial practices(1x1s, feedbacks and coaching regularly) 2006-2007 Team Leader, Online Quality, EMEA Online Operations, Dell • Driven the Online Order Quality for EMEA reducing the quality hits having a team of 13 validators (reporting to me). • Brought the order quality to 4.7 Sigma post the process change. • Got appreciation of having driven the process to Auto-Pilot mode by Sr Area Manager 2004-2006 Technical Representative, USCTS, Dell • Progressed through Tech Support Rep to Sr Tech support rep to Expert. • Gave technical resolutions to US based customers on Portables and Wireless Networking Support 2002-2004
- 3. Honors & Awards Specialty team in Amazon won the best Team of the Quarter for Q2 2013. Prestigious Silver Award in Dell for Q3Fy12 awarded by GM(Deborah Harrigan) of Sales, Sydney, Australia Completed the graduate Diploma in Management with Distinction Ontrac Certified Awarded “Manager of the Quarter” for Q1 Fy10 Awarded “Manager of the Month” for Mar 2009 Awarded “Manager of the Month” for Feb 2009 Awarded “Manager of the Month” for Nov 2008 Awarded “Manager of the Month” for Aug 2008 Won “Team of the Month” for Feb 2008 Awarded “Manager of the Month” for Jan 2006 Awarded “Best Team Leader” for Nov, Dec 2004, Jan, Apr 2005 Awarded “Customer Experience Hero” and “Most Improved Technician” for the month of September 2004 BPI Green Belt Trained(DMAICR) Selected to mentor portables new hires from Jun-Sep 2004