Aju Louis Pandian
Service Delivery Manager - Customer Service
Chennai,TN
Summary
Experienced Operations Manager with over 15 years of experience in Customer Service Projects ranging from E-Commerce, Credit Cards, Healthcare. Excellent reputation for resolving problems and improving customer satisfaction. Enthusiastic and eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Motivated to learn, grow and excel.
Overview
1
1
Certification
5
5
years of post-secondary education
16
16
years of professional experience
Work History
Service Deliver Manager / HR-SS Manager
Cognizant Technology Solutions
Chennai, Tamil Nadu
02.2012 - Current
- Delivery management US Healthcare - Clearing House Call Center & Case Support team (2012 – 2017), HR Shared Services Recruitment and Immigration (2018 to as on date).
- Delivered exceptional level of service to each customer by listening to concerns and answering questions.
- Led projects and analyzed data to identify opportunities for improvement.
- Managed quality assurance program, including on-site evaluations, internal audits and customer surveys.
- Increased customer satisfaction by resolving key customer issues.
- Identified issues, analyzed information and provided solutions to problems.
- Improvement CSAT score from 4.21 to 4.45 out of 5
- Driven multiple lean projects to improve first touch resolution, reduce reopen and rework by 5%.
- 2 Projects on FTE Savings (UI Path).
- 1 Macro Supported Semi Automation projects – FTE Savings.
- Macro Supported Email response – Accuracy and Quality.
Team manager
ALLSEC Technologies
Chennai, Tamil Nadu
01.2004 - 04.2011
- Delivery management for one of the US E-commerce company and Domestic Telecom.
- The team also addresses queries of customers over the phone and via email.
- Consistently working on improving customer and stake holder satisfaction by not only meeting standard SLAs but by also creating high end process capabilities to improve efficiency and quality.
- Designed Quality audit tool for Voice and Non-Voice Projects to mimic CSAT and NPS.
Education
Master of Arts - Public Administration
Madras Christian College
Chennai 06.1999 - 06.2001
Bachelor of Arts - English Literature
St. Xaviers College
Tirunelveli 06.1996 - 06.1999
Skills
Customer Service
Resource and Process optimisation
Problem-solving abilities
Team Building
Microsoft Excel and Powerpoint
Work Force Management
Analytical Skills and Logical Reasoning
People Manager
Certification
Six Sigma Black Belt
Timeline
Six Sigma Black Belt
02-2020
Service Deliver Manager / HR-SS Manager
Cognizant Technology Solutions
02.2012 - Current
Team manager
ALLSEC Technologies
01.2004 - 04.2011
Master of Arts - Public Administration
Madras Christian College
06.1999 - 06.2001
Bachelor of Arts - English Literature
St. Xaviers College
06.1996 - 06.1999