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Resume_Ambareesh

  1. 1. AMBAREESH S NAIR Address: MadathilParambil House, Pallom P.O, Kottayam, Kerala, India 686007 Email: asn2585@gmail.com or ambareesh.nair@yahoo.co.in Passport number: F7489891 Phone: +8618668411330 Marital Status: Married PROFESSIONAL SUMMARY Customer Service Manager experienced in leading teams with diversity to achieve company goals. SKILLS  Exceptional interpersonal communication  Skilled trainer  Excellent time management skills  Effective problem solver  Customer-focused  Process improvement specialist  Adherence to high customer service standards  Microsoft Outlook, Word and Excel  Exceptional telephone etiquette WORK HISTORY 07/2014 till date Assistant Manager, Infosys BPO Limited – Hangzhou, China  Develop and implement customer service policies and procedures  Define and communicate customer service standards  Review and assess customer service contracts  Oversee the achievement and maintenance of agreed customer service levels and  standards  Direct the daily operations of the team  Plan, prioritize and delegate work tasks to ensure proper functioning of the  department  Ensure the necessary resources and tools are available for quality customer  service delivery  Review & track customer complaint resolution  Handle complex and escalated customer service issues  Monitor accuracy of reporting and data base information  Analyze relevant data to determine customer service outputs  Identify and implement strategies to improve quality of service, productivity and profitability  Liaise with company management to support and implement growth strategies  Co-ordinate and manage customer service projects and initiatives  Ensure budget requirements are met  evaluate and performance manage staff  identify and address staff training and coaching needs 04/2011 to 06/2014 Team Leader, Infosys BPO Limited – Hangzhou, China  Allocating tasks to staff  Ensuring the performance of the staff is of a high standard to meet all customer call guidelines including service levels, handle time and productivity.  Reporting to management (Performance reviews, QBRs etc)  Scheduled staff shifts to cover peaks and lulls in customer inquiries.
  2. 2.  Dispute management  Handling complaints (from both staff and customers)  Helping to hire new staff  Resource analysis to support On boarding of new support  Driving process improvements.  Train staff on operating procedures and company services.  Provided accurate, specific and timely performance feedback for CSRs.  Identify individual development needs and arrange appropriate training.  Follow-through on all critical inter-departmental  Maintain accurate records of past due customer account activity.  Develop very good client relationships  Manage work flow to exceed quality service goals. 12/2009 to 04/2011 Supervisor /Trainer/India Channels Specialist- Channels Specialist Group, Infosys BPO Limited – Hangzhou, China  Support partners in India sub-continent to benefit from client programs and qualifications through proactive follow ups, & addressing reactive queries  Bridge between the partners and various client support teams ,thereby providing a one stop shop support  Driving program and promotion adoption through timely follow ups  Providing assistance in creating road maps to achieve new qualifications thereby increasing the scope of business and earning for client as well as their partners  Assume ownership over team productivity and manage work flow to meet or exceed quality service goals.  Facilitate inter-departmental communication to effectively provide customer support.  Scheduled staff shifts to cover peaks and lulls in customer inquiries.  Trained staff on operating procedures and company services.  Resolved associate, tool and service delivery issues revealed by statistical reports.  Fostered an environment which encouraged continual process improvements.  Maintained accurate records of past due customer account activity.  Maintained up-to-date knowledge of product and service changes.  Providing SME support for various client tools and programs 10/2007 to 12/2009 Process Specialist: TRAINING & DEVELOPMENT Infosys BPO Limited – Bangalore, India  ERP and Order management process training for new hires  Case tool trainings for Clients  Introduction training for new management trainees  Knowledge content & certification updates  Coordination between Operations and corporate training teams to ensure skill enhancement of workforce  Overall vertical performance management through collaboration with other supporting teams (MIS,Quality,etc)  Monitoring feed backs. 06/2006 to 10/2007 Process Executive: ORDER MANAGEMENT Infosys BPO Limited – Bangalore, India: Handling key customer requests & escalations in the following areas  Expediting Order  Providing status updates  Updating orders to meet the customer requirements  Providing FCR support to key accounts in Asia Pacific , Europe and Americas
  3. 3. EDUCATION 2006: Bachelor of Arts: ECONOMICS NSS, Hindu College - Changanacherry, Kerala, India  Student government representative  NCC ‘C ‘ Certificate Holder – Army wing  Participated in Student's Parliament  Conducted National seminar on Development Economics. ACCOMPLISHMENTS  Most Valuable Player award in 2007,2011,2012  Knight of the Town award in 2011  Best Team Player award in 2011,2012  Best Team Lead award in 2013  Operations Management award in 2014 CERTIFICATIONS  ORDER MANAGEMENT DOMAIN(T100)  Milestone 3.0- Professional Skills Workshop  Competency Based Interviewing  HAVARD MANAGEMENT MENTOR- Change Management  HAVARD MANAGEMENT MENTOR- New Manager transition INTERESTS  Reading  Traveling  Games- Board games as well as outdoor REFERENCES: Available upon request.

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