1. P. Suneel Kumar Reddy
Phone: 91-9094923742 | Cell: (+91) 9940010126| E-mail: suneelreddy002@gmail.com.
Objective:
Aspiring for a Challenging career in a service industry-Telecom/Non-banking to establish my proven skills
in Customer service and Delight through team management.
PROFESSIONAL SNAPSHOT
• Holding 6 years of Professional experience in Customer Relationship, Acquisition and Process
Management, Client Satisfaction & Customer Delight resulting in Customer Bonding towards the
brand.
• Currently working for Shriram value services -- designated as Associate manger.
• Handling a Team of 4 different process (shiram city union finance) 4 Team leads with 76 associates and
primarily responsible for Acquisition process Management in the Cluster and the team's performance.
• Holding Full responsibility of CCMS Development.(call centre Management system).
• Addition Responsibility of publishing internal and external centre MTD Reports.
• Exploring more comprehensive ventures in the arena of Entire process in the mid-level mgt.
• Adept in internal and external functions of preparing reports and analysing with reports.
• Possess excellent interpersonal and organizational skills with proven abilities in team management and
customer relationship management.
• An effective communicator with strong team management, analytical and C-Sat skills
TOTAL WORK EXPERIENCE- 6 -- years
Associate Manager
Shriram value service
Mar -2014 till Present
Responsibilities in operations:
• Assurance to oversee quality standards on the company's production floor & Process.
• Managing different process like Collections, inbound, Reminder, welcome Process.
• Scheduling staff and tasks, implementing strategies or providing leadership.
• Providing critical progress reports to higher management.(Analytical).
• Motivating team for better results.
• Maintain Process Shrinkage & Attrition.

2. Responsibilities in Regular activities:
• Expertise in Client Expectation thru Proactive call Monitoring, Promptly highlight the Process gaps,
Process Adherence, Analysing Data, Calibrations, Client Coordination.
• Regular analysis of team’s quality & Productivity, Shrinkage, Attrition and provide them with the
Improving measures.
• Identify and highlight the process gaps that have an adverse impact on customer experience and agent
delivery.
• Ensure that all the daily, weekly & monthly reports are sent to all the concerned on time
• Make sure that all TLS are completing Daily call monitors.
• Required to monitor 2 calls per TL every week which are already evaluated by the TLS.
• Performance of the TLS to be reviewed on a weekly basis and give appropriate feedbacks
• Downloading the Quality & new updates to the team and motivating them, to enhance their performance.
• Ensuring the customer satisfaction and the commitment towards the customer had fulfil without any
delay.
• Managing the client escalation and documentation compliance pertaining to standard Guidelines.
Team Leader
Shriram value services
Dec-2011 till Mar- 2014
Responsibilities
• Responsible for all customer payment delivery function’s for the Loan segment for Shriram transport &
shriram city union finance customer base.
• Handled a Team of 25 executives and 2 outlets, primarily responsible for collecting the payment within
the closer date and the team's performance
• Responsible for complaint management, customer interface, issue resolution
• Work closely with the Support teams; utilize relationships with the channel partners and collection
agencies to analyze their difficulty in collecting the outstanding amount from the customers. And ensure
customer complaints are resolved
• Cognizant of the different Quality Control tools and six sigma methodologies
• Attend / Conduct Focus Group meetings with team to identify the areas of improvement
• Having weekend circuits with the team to make them aware of process updates
• Appraising team members and designing Development plans for team members

3. • To check in-depth, the productivity of each team member, assigning appropriate training schedule on the
areas of improvements
Achievements
• Nominated as a Best Team Leader for two consecutive Quarters.
• Taken proactive measures to have the base active hence contributing to revenue enhancement.
• Framed a process to have close monitor on HIGH VALUE customers.
• Actively coordinated with finance team & department heads for the Retention tools and for the required
approvals.
Team leader
First Source Solution Pvt LTD
May - 2009 till Dec - 2011
First source Solutions Ltd., Chennai - 11st May 2009: Working from past 24 months. (moved to the
Exposure monitoring of end customers and got recognized for the high usage customers handling, mentoring
the new CSAs on the floor, handling escalations calls.) Certified with NLCP
Selected as a Team Leader in Nov’ 2010, won the attrition warrior award
• First source:-Handling the Team of 25 to 28Entrants. Made the team capable to achieve self-initiated
initial targets. Quality maintained at 90% MTD with lesser Zero Tolerances on calls. Team bonding and
fun activities on the floor with the help of EE Team. Carrier guidance on BPO and growth. Handling
escalations.
• Conducting refreshers with the help of Training and call auditing, activity monitoring, feedback and
couching. Completed with Train to retain program and selected as a training faculty for further waves
of Aspire. Designing Value adds for the process, Performance analysis to upgrade the portfolio’s
improvement.
• Dialer management and data interpretation with the support of MIS and WFM team. Leave management
and Company Policy awareness. Timely interactions with clients to have a better idea on expectations to
be delivered.
.
Achievements
• Actively involved in maintaining consistent retention percentage through my career.
• Nominated as a Best Team Player for three consecutive Quarters
• Gained in-depth knowledge of project management in the Sales Industry.

4. ACADEMIC CREDENTAIL
Professional Certification
 B.Sc. computer science - SV university– April 2009.
Other Skill sets
 Trained in NLCP -(Neo –Leader ship certification program)
 Trained in Retain to Retain Program.
 Good in Excel and Power point.
PERSONAL DETAILS
Date of Birth : 22-05-1985
Address : 5/71 thiruvika street,
Perungudi -600075
Marital Status : Single
Sex : male
Nationality : Indian
Languages Known : English, Tamil, Telugu, and Hindi.
Hobbies : Painting, Listening Music, Reading books,
Yours Sincerely,
(Suneel kumar Reddy. P)