CURRICULUM VITAE

KUMAR S
Mobile: 91- 8754718222
E-Mail: [email protected]

CAREER OBJECTIVE

Seeking a responsible job where I can express my thoughts and ideas for the growth of
company. Want to work with great determination and hard work to effectively contribute
my quality skills as a true professional towards the growth of organization as well as
enhance personal development.

SYNOPSIS

• A dynamic professional with nearly 9 years of rich experience in managing

contact center service operations encompassing professional and personal
development of careers
• Create a healthy and motivating work environment and atmosphere
• Monitor team performance and report on metrics
• Leading the team, managing conflict, and ensuring the team’s processes and tasks are
carried out efficiently
• Resourceful in evaluating a candidate’s performance for measuring effectiveness
of learning and development programs & utilizing relevant evaluation data to
revise or recommend changes in instructional objectives & methods
• Possess excellent leadership and influencer skills and the ability to motivate and
inspire staff and develop a strong team culture
• Demonstrate optimal levels of professionalism during work hours
• Strong background of managing workflow and resources in a fluctuating work
Environment
• An enterprising leader possessing a global mindset, and strong quantitative and
conceptual abilities to motivate personnel towards achieving organizational
objectives and adhering to industry’s best practices.
 PROFESSIONAL EXPIRIENCE

Company Name Concentrix Daksh Private Limited

Designation Deputy Manager – Operations (Karur Vysya Bank- Contact center
Operations)
Duration Jan 2018- to till date

ROLE & RESPONSIBILITIES

✓ Handling Banking & Credit card Collections (In-house) with the team size of 45
✓ Track record of meeting Milestone targets, DRR, & MTD targets consistently
✓ Supporting the Manager in creating the work schedules/rosters and assisting on daily
tasks
✓ Ensure day to day operations and escalations of critical situations and update
✓ Planning and executing the daily business requirements thus achieving the set goals
✓ Interacting with the client on a regular basis on business needs
✓ Identifying the potential opportunities and converting into production
✓ Managing the call center escalations and coordinating with inter
departments for a smooth closure
✓ Coach and Mentor team member on the opportunities identified
✓ Managing the Shrinkage and attendance as per the business need
✓ Managing the floor on real time basis to ensure meet the business goals
✓ Monitoring Team / agent performance, and provide coaching wherever needed
to boost their performance
✓ Reviewing the critical high value cases and referring for field support wherever
required
✓ Managing day to day operations in terms of meeting Targets

Achievements:

✓ Best performing AM for 3 quarters for the FY 19-20

✓ Rewarded best performing AM from client for the FY 18-19 & FY 19-20 in our Client
VOC

Company Name Eureka Outsourcing Solutions

Designation Assistant Manager (Metropolis – Inbound Call center and Outbound Sales)
Duration Sep’17 to Jan’18

ROLE & RESPONSIBILITIES

✓ Handling a team 40 of members (Contact center operations)

✓ Handling customer calls and resolving their queries in given time frame
✓ Identifying and understand customer need and mapping the right product
✓ Handle escalated customer calls and guide/assist the agents to take calls in premium queue
and use of customer service tools
✓ Updating client details in the required CRM software
✓ Be updated on all functions and new applications and prefer the same to the clients
 ✓ Ensuring the smooth running of basic banking transactions
✓ Looking after the short term and long-term funding requirements of business
clients and individual customers
✓ Coordinating with internal teams to resolve customer complaints
✓ Provide feedback on employee and/or team performance to the supervisor and/or
manager
✓ Maintaining a professional image at all times
✓ Managing day to day operations in terms of meeting the SL’s, AHT, and C-Satquality

Company Name Concentrix Daksh Private Limited

Designation Team leader – Operations (Karur Vysya Bank- Contact center Operations)
Duration Feb’16 to Jan’18
ROLE & RESPONSIBILITIES

❖ We have SLO targets to deliver to our clients

❖ Responsible for Team’s SLO deliverables, &Team performance
❖ Responsible for auditing calls & sharing the feedback to agents as it is part of myKRA
❖ Driving C-sat & Alternate channels in the floor
❖ Sharing operational inputs to our clients & management to enhance the process
❖ Acting on customer feedbacks
❖ Handling customer escalations and all customer service issues
❖ Minimizing staff Absence and Attrition
❖ Monitoring and Controlling Team AHT
❖ Preparing daily, weekly, and monthly reports for senior managers
❖ Conducted interview for potential new hires
❖ Held monthly 1x1 sessions with the employees on regular basis and addressing employee’s
Concerns and sharing performance feedback
❖ Uploading team performance & tracking the same. I was focusing on outline performers and
correcting them time to time
❖ Responsible for Marking team’s attendance & OT’s
❖ Supporting for email team on follow up and resolving critical customer mails
❖ Performed other duties as assigned by our clients & Management
❖ Responsible for planning Team engagement activities

Company Name Concentrix Daksh Private Limited

Designation Customer Care Executive
Duration Mar 2013 to Jan 2016

ROLE & RESPONSIBILITIES

❖ Improving customer service, based on client feedback through the development of

new policies and Procedures
❖ Handling customer calls and resolving their queries in given time frame
❖ Identifying and understand customer need and mapping the rightproduct
❖ Profiling customers and selling new products to them
❖ Handled different campaigns to resolve customer queries
❖ End of Day confirmation of process / checks and control
 Company Name Serco BPO Pvt. Ltd
Designation Collections Executive (SBI Cards)
Duration Dec 2011 to Jan 2013

ROLE & RESPONSIBILITIES

❖ Used to call the customers who are failed to make the Loan due payment and we were
arranging collection executives to collect the payment. I was having daily/ MTD targets on
collection metrics.

EDUCATIONAL QUALIFICATION:

DEGREE UNIVERSITY/BOAD YEAR

B. SC Acharya Nagarjuna University 2010

COMPUTER KNOWLEDGE

• MS Office (Word, Excel, Outlook, PowerPoint, OneNote, Access)

• Presentations/Slideshows (PowerPoint, Google Slides)
• Spreadsheets (Excel, Google Sheets, Open Office Calc)
Pro tip: List specific skills such as: pivot tables, comparative analyses, link to database, macros,
sensitivity tables, vertical lookups
• Email (mail merge, filters, folders, rules)
• Google Drive (Docs, Sheets, Slides, Forms)

STRENGTH:

❖ Leadership & Team work

❖ Positive Improving Attitude
❖ Hard working
❖ Dedicated
❖ Honest
❖ Team Management.

SUMMARY OF SKILL AND AIMS

➢ Excellent leadership and customer service skills

➢ Excellent in MS-Office

➢ Expert in managing Call center/ Customer service metrics

➢ Eager to acquire knowledge and learn new things

➢ Ability to cooperate with team member in work and adjusts in given surroundings
➢ Readiness to accept new challenges.
 PERSONAL DETAILS

Date of Birth : 03-09-1989

Languages : English, Tamil & Telugu
Address : 45/ 18 A, 1st floor, 3rd Alagiri street,
Himalayan Homes, Vadapalani,
Chennai-600026
Preferred Location : Chennai

DECLARATION

I hereby solemnly declare that all the information furnished by me is true and correct
to the best of my knowledge and belief. I assure you that if given opportunity I’ll work
with most sincerity and dedication to the satisfaction of my seniors and will try to be an
asset for the organization.

Place: Chennai

Date: 1-Mar’22