Customer Experience Management Certified Process Professional training and ce...
SHINE NAIR-Six sigma
1. SHINE NAIRB.E, MBA, Busi. Economics
Nirmalyam, Puthenmadom, Thevally, Kollam 691009, Kerala
PH: 0474-2793388(India), 001-647-720-6165(Canada) E-mail: shine72_10@yahoo.ca
Capital Market Exposure • GreenBelt • Change Management
OperationsManagement • Lean Six Sigma • Training
ProcessOptimization • BPO Experience • Quality Auditing
BusinessDevelopment • Strategic Planning • Budgeting
--------------------------------------- Professional Profile -------------------------------------------------
GreenBelt-EquivalentSeniorLevel professionalwithGoodexperience in Productivity&
Change Management
Proventrack recordin Capital Market and International BPO
Experiencedinhandling large teamof250+ includingChief Managers&SeniorManagers
Highlyanalytical decisionmakerwithextensive experience in BusinessDevelopment,
optimisingbusinessprocesses,QualityAuditing& Managing operationswithdue importance
to cost effectiveness.
Seasonedexecutive withexperience in acrosssectionof Industries includingBPO,Financial
services,Medical services,Manufacturing etc
International businessexpertise withexposure tomarketsinNorthAmerica (Canada),
India and Middle East (AbuDhabi)
Verygoodunderstandingof Leansixsigma principles (GreenBeltCertified)
Good understandingof MSExcel,PPT, Visio, word, Powtoons etc
Good understandingof Leantools like DMAIC, PDCA,A3 etc
Possess Endto End understandingof a product’s life cycle viz- a- vizProduction,Management
and Economicaspects
-------------------------------------------- Education & Certifications -----------------------------------------
B.E - Industrial Engineering - MIT Manipal,India (1996)
Masters inBusinessAdministration - Madurai Kamaraj University,India (1998)
CRM concepts -2 weekstraining - IIMAhmadabad,India (2011)
BusinessEconomics(1yearprogram) - Humbercollege,Toronto,Canada (2014)
Lean Six Sigma(GreenBelt) - Universityof Toronto,Canada (2015)
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2. ---------------------------------------------------- Major Achievements ----------------------------------------------
• Developedthe Call center/CustomerCare divisionof GeojitBNPParibas Financial Services intoa
150 seatedcapacitysupporting over5000 callersperday (Inbound&Outbound)
• Transformed the GBNPPCall Centerinto a leading departmentthat drivesthe Sales,throughlead
generationcampaigns&at the same time supporting the BackOffice OperationsandBranchOperations
•Transformed the Call Centerfrom a ‘CostCenter’to a ‘ProfitCenter’ throughthe introductionof
variouspromotional andsalescampaignsoverthe phone
• Introduced Multilingual servicesthroughthe call center (English,Malayalam, Hindi,Tamil &
Marathi) to the 7 Lakh + customersof the companythat helpedindevelopingbusinessacrossthe
country
• Conceived,supervisedand implemented anonline platformtofacilitate fasterandeasiertransferof
informationonprocesschanges etc, acrossthe companywhichlaterbecame the mainstreamtraining
portal of the company
• DevelopedandtrainedaQuality Auditingteamto monitorandauditthe InboundandOutboundcalls
and E-mailstoand fromthe customersresultinginsubstantial reductionof CustomerComplaints
• Developed dedicatedteamsforTraining,Branchsupport,Back Office support,whichensured
continuityandstabilityof operationsandfacilitatedfasteradaptabilityof new recruits.
• Documentedthe operational procedures of the variousprocessesinCall Centerresultingin
standardizationof processes andimprovedemployeeproductivity
• Initiatedacustomercentric culture withinthe company
• Implemented variousstrategiccampaignslike Customerreactivation,Home loans sales,Real estate
salesetcthroughthe Call Center
• Developeddedicatedsupportteamsto provide BPOservicestothe B2B partnersof the companyeg.
AxisBank,SouthIndianBank,Federal Bank,SundaramBNPParibasetc
• Initiatedandimplemented datacollectionprocessestogenerate keyMISreports
• Initiatedthe developmentof variouscontactcenterapplicationsaspart of Process Optimization
• Developedandoptimizedthe call centerDash boards for efficientsupervision &routingof callsand
mails
• Asthe Headof Operations,initiated‘combining’ of the accountopeningbookletsof DematA/Cand
TradingA/C resultingin substantial savingsinthe cost of printingandstorage to the company,in
additiontothe increasedcustomerconvenience of dealingwith only one bookletinsteadof two.