305, Primrose Appt, 1st Main, Near St. Vincent Pallotti School. Babusapalaya Ext. Rd. Horamavu, Bangalore 43
Contact: +91-9620997099 | Email: firstname.lastname@example.org | Date of Birth: 20th March 1981
Customer Service & Operations Management Professional
Offering 9 years of experience; seeking challenging assignments in an organization of repute.
Dynamic & result oriented professional with rich cross-functional experience in managing the entire spectrum of
Operations, Customer Service Delivery, Customer Relationship Management, Client Servicing, Training &
Development, Team Management.
Possess in-depth knowledge of entire operations ranging from ensuring SLAs, Process flows, Team Forecasting,
Workforce Analysis and Training.
Demonstrated expertise in managing various processes; creating process vision & design, developing enhancement
strategy and deploying key execution strategies across processes.
Expertise in maintaining high standards of customer & client service, with quality & service norms to achieve
customer satisfaction and business retention.
An effective communicator with excellent relationship, management skills and strong analytical, problem solving and
organizational abilities. Ability to meet deadlines and deliver on commitments.
Conduct annual performance appraisal for staff.
Responsible for SLA’s and Program metrics
Active involvement in customer management and Flipkart Operations
Upstream Management - New hire recruitment, training and transition
Prepare and publish the program MSR based on company requirements
Overlook product and process training
Provide leadership and coaching required to meet and exceed expectations
Motivate, inspire the team and also conduct monthly R & R's
Focus the team on the tasks at hand or the internal and external customer requirements
Coordinate with logistics, Product and Design Team to build customer platform and enhanced customer experience
Flipkart.Com Since Oct’13
Managing operations with view to achieve business objectives and ensuring top & bottom line customer satisfaction
Ensuring systems and processes thereby delivering quality output while leading, mentoring and monitoring the
performance of the On Job Trainees to ensure efficiency in operations, meeting individual and group targets.
Creating an environment that sustains and encourages high performance.
Coordinating activities for identification of training needs of OJT’s for upgrading technical skills
Determining process gaps and designed & conducted training programs to enhance operational efficiency and
retained talent by providing optimum opportunities for personal and professional growth
Accountable for conducting regular meeting with team and management to discuss volumes processed; preparing
rosters as per desk utilization and maintaining timesheets every month
Played a key role in assessing current performance, processes and services and providing recommendations regarding
process improvements to maximize customer satisfaction
Dexterous in effective management of customer relation operations and ensuring maximum customer satisfaction
through providing quality service and ensuring adherence to service quality norms
Interacting with the Client/Vendor in order to provide them with high quality and competitive services in a timely
Acting as a vital connecting link between the management & the team for dispersal of information. Distinguishing key
areas of obstructions and evolving immediate and long term resolutions
Establishing and using service level and response time objectives while planning and managed the service-level
quality using the real-time management skills
Responsible for assuring effective work flow management to meet agreed service level agreement and quality levels
while maintaining effective resource utilization at all times
Title Project One Contact
Description Project focused on FCR improvement, implemented on CS Vertical
Results Overall FCR improved from 49.8% to 62.8%
Title Project 3 Repeat
Description Project focused on repeat reduction, implemented in CS Voice vertical
Results Inbound repeat reduced from 9.20% to 2%
Title SOS Initiative
Description Proactive customer escalation management
Results Reduction in customer escalation on Social Media & Other platforms
Title Escalation Mitigation for CS Inbound Ops
Description Possible & predictive escalation mechanism for CS Ops based on customer history, trends and
Results Visible reduction in customer escalations and increase in customer WOW
Title Coaching Streamlining within CS Inbound Ops
Description Streamlined coaching & auditing mechanism in CS with the introduction of automated
coaching form and reporting structure.
Results Increase in team leading coaching and compliance %, development of good coaches within CS
Title Compliance Accuracy Dashboard – Monthly One-On-One
Description Defined compliance measures for CS one-on-on activity. Designed compliance audit
methodology, defined compliance reporting structure
Results Improvement in easy work flow for appraisal cycle and performance management.
Title The WOW Brawl Initiative
Description To enhance customer experience and drive the culture amongst all teams. The competition is a
mere platform wherein the hard work of employees is showcased, the judges provide instant
and unbiased feedback which is an add value in itself.
Title Project Fast Track (Escalation Management for Partner CS team)
Description To mitigate CEO escalations and drive process adherence across all partners
Title Call Me back
Description Outbound campaign to call back the customer based on their requested time. 100% scale up of
CMB (Call Me Back) for customer.
Title NDR(Non-delivery Report) & COD (Cash on Delivery) Automation
Description: Ongoing project to deprecate NDR process. Build system capability to enhance customer
experience. COD – Complete automation of cash on delivery process.
Upstream management & Hiring for CS Inbound
Awarded best AM for 3 Quarters
Multiple FAB awards & Aspire award winner
WNS Global Solutions July’09-Feb’12
Three time Bravo True Lead winner.
Bravo Centurion winner.
Bravo Classic Call Winner.
Bravo Champion Winner
Voted Best Team Lead of year 2010-2011
Maintained 0% attrition over a period of 11 months.
Nirvana Business Solution Aug’06-May’09
Senior Customer Care Representative Process (EHL UK Customer Support)
Promoted to Senior Customer Service Rep within the first 6 months.
Voted best employee of the month for 10 months during 2007-2008.
Top Sales Agent for the year 2006, first sales agent to achieve 500 and 1000 sales for the campaign (Sky).
BCA (Computer Science) | JIMT (Jaganath Institute of Management and Technology) | 2006