Dinesh Chandramohan
Assistant Manager
Bangalore,Karnataka
Summary
Accomplished Assistant Manager with in-depth experience consistently rising through ranks. Well-versed in banking, telecom,sales, personnel management. Dedicated to complete knowledge of company products and services for optimized customer service.
Overview
10
10
years of professional experience
5
5
years of post-secondary education
Work History
Assistant Manager-Phone Banking & Field Supervisor
Cogent E Services
Bangalore, Karnataka
02.2021 - Current
- Planned and scheduled field activities according to set timelines and order of operations.
- Managed workover and completions engineering assignments and operator's completion plan.
- Promoted availability of vendor resources through continuous contact and coordination.
- Evaluated performance and progress, and made proactive adjustments.
- Completed site checks and leveraged computerized applications to document or record findings.
- Managed safety and security of location to prevent intrusion, criminal activity, vandalism and injuries to workers.
- Sourced suppliers and purchased necessary materials for work.
- Administered budget, tracked expenses and documented changes.
- Managed team of 85 employees with 4 Team Leaders, overseeing hiring, training, and professional growth of employees.
- Planned team-building exercises to increase employee performance and job satisfaction.
- Conducted weekly staff meetings to motivate staff members, address concerns and questions, plan improvements, and evaluate progress toward goals.
- Conducted portfolio reviews and met with clients to discuss performance.
- Worked with clients to develop financial planning strategies and solutions through evaluation of finances.
- Worked with clients to provide competitive commercial banking solutions and retail financing plans.
- Coached employees in successful selling methods and encouraged cross-selling to drive revenue.
- Improved sales processes to streamline customer acquisition and onboarding strategies.
Chat Support - Team Leader(Vi Chat Support)
Teleperformance
Chennai, Tamilnadu
01.2016 - 01.2021
- Directed day-to-day operations focused on attainment of key business metrics, continuous improvement initiatives and 15-member management team with related direct reports.
- Developed and implemented daily operations plans such as delivery routes, employee assignments and promotional strategies.
- Evaluated upcoming program plans to forecast expected resource needs.
- Floor walk regularly to supervise, coordinate, and monitor activities of advisors to ensure prompt, courteous and accurate response to customers; ensure efficient and qualitative operation through effective planning, leading, controlling and organizing.
- Handles any escalations that advisor is unable to handle, solves process related queries and handles grievances
- Root cause analysis any drop in performance with Fishbone/ Pareto chart and Present it to clients who are based overseas
- Staffing and Volume planning with WFM team on weekly basis.
- Prepare Shift roster and Leave planner basis Volume
- Built strong relationships with customers through positive attitude and attentive response.
Process Leader-Banking/Telecom (Axis Bank, Airtel)
Firstsource Solutions Limited
Chennai, Tamilnadu
09.2011 - 12.2015
- An inbound call center with a headcount of 300 associates to available to serve our bank's customers across the globe.
- Lead the Process of TL's and associates effectively to serve the customer query and meet the targets by Monitoring and Coaching
- Tracking their performance on daily basis, giving input for enhancement of their performance
- Supervise the floor to meet hourly Service level that is set by the clients with strict adherence to Quality parameters.
- Floor walk regularly to supervise, coordinate, and monitor the activities of associates to ensure prompt, courteous and accurate response to customers
- Handles any escalations that an associate or TL is unable to handle and solve the queries and handles grievances.
- Organizes weekly team meetings to update the TL's and associates on any process changes, quality issues and team SLA and KPIs.
- Interact with Client Relationship manager and share the status of Daily Service level/ Quality Score/ C sat reports
- Work along with Work force team and Client Relationship manager on capacity planning and maintain the required headcount
Education
Bachelor of Engineering - Computer Application
S A Engineering College
Chennai 06.2005 - 05.2010
Skills
Leadership & team building
Cross-functional teams leadership
Service team support
Team leadership skills
Accomplishments
- Core UAT member implementing chat support service from Website to Application. Also, part of BOT implementation, end to end testing for giving automated response to customers.
- ISPARKLE Best Team Leader award for the Jan'18 to Jun'18
- ISPARKLE Best Team Leader award for the Jan'17 to Jun'19
- Retention warrior for achieving 0% attrition between Jan'18 to Jun'18
Additional Information
Teleperformance - LEAD CERTIFIED, successfully completed project on ASAT(Key KPI Metric) using SIX SIGMA approach.
Firstsouce Solutions - HOLD Project, while the process hold time was at 14% in Dec-14, with control mechanism initiatives hold percentage was reduced to 9.8% in Feb-15, when client targets were at 10%.
Timeline
Assistant Manager-Phone Banking & Field Supervisor
Cogent E Services
02.2021 - Current
Chat Support - Team Leader(Vi Chat Support)
Teleperformance
01.2016 - 01.2021
Process Leader-Banking/Telecom (Axis Bank, Airtel)
Firstsource Solutions Limited
09.2011 - 12.2015
Bachelor of Engineering - Computer Application
S A Engineering College
06.2005 - 05.2010