ALAGU MUTHU KUMAR.P
Bangalore
Summary
Dedicated to delivering exceptional customer service, eager to embrace new career opportunities in a dynamic organization to expand knowledge and enhance skills in the field of customer service. Thrives in vibrant and stimulating environments, confident in ability to contribute to organization efficiency and productivity.
Overview
13
13
years of professional experience
Work History
WFM Team Lead
Khatabook
01.2023 - Current
- Produce reporting that will enhance operational insight, increase business results, and track the business value of workforce management
- Q-monitoring and Break management will be done
- Based on Operations rosters will be changed and shared Weekly
- Weekly/DailyPerformance reports will be shared with clients as per their requirements
- The overall Performance report (dashboard) will be shared with Internal for the meetings
- CDR Report/Late Login/Attendacnce/Shrinkage/Agent Productivity/Retention/Wrap out Report will be published on daily bases.
- RNR data wil be published Monthly.
- BQM data will be shared to the clients and to the internal team.
- Chat / Inbound /Thickening's review data will be updated for the review.
- Utilization has to be maintain across all the LOB's as per the Target and for the same report will be shared.
- Repeat Data will be shared to Client 15 days once based on dispostion for Inbound.
- OT (Over time Data) will be shared to HR team.
- MOM Pointer reports post reveiw will be highligted in the next review.
- Hourly Stats/Hourly Performance agent Wise Etc wil be shared in whats app group as will in Chats.
Sr. Data Analyst
Arvind Internet Pvt LTD
11.2019 - Current
- Company Overview: Arvind Pvt Ltd (Omuni)
- Contributed to overall organizational growth through continuous improvement of data analytics capabilities and processes.
- Delivered comprehensive reports highlighting key trends, patterns, and anomalies, presenting findings to senior management for informed decision-making purposes.
- Taking care of Reports and Q-Monitoring
- The weekly roster will be prepared based on call flow.
- forecast will be done, Based on call flow.
- The client's report will be shared on time-based on KPI's.
- According to OKR("objectives and key results") ABD% will maintained for inbound Wise.
- LOB's wise report will shared to the manger's and Clients.
- Agent productivity report/Late Login/Shrinkage/Attendance report are maintain everyday.
- Q-monitoring and Break management will be done
- Overall Performance report (dashboard) will be shared with Internal for the meetings
- Delay, Cancellation, NPS, and C-sat SMS will be notified to the customer based on the TAT given by managers
- Voice Blast will be scheduled for the reattempt cases
- Pin code update and removal will be done daily
Sr.Team Leader
Cogent E Service Pvt LTD
10.2017 - 10.2019
- For TATASKY Outbound and Vodafone/Idea Postpaid Campaign.(Retention Process)
- Achieved customer satisfaction targets consistently by ensuring timely delivery of high-quality products or services according to specifications.
- Managed high-performing teams to deliver exceptional results on time and within budget constraints.
Sr. Team Leader
Atcis Technology Pvt LTD
01.2016 - 09.2017
- (Reliance Inbound and ShopX Outbound Process)
- 20 Members inbound team and 15 member Outbound team were under me.
- Conducted team member meetings and updated members on best practices and continuing expectations.
Team Leader
Digicall Teleservices Pvt Ltd
10.2012 - 11.2015
- (MTS/TATA DOCOMO and D2H Inbound Process)
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
Customer Service Executive / Team Leader
Vertex Customer Solution
08.2011 - 08.2012
- Joined as Customer Service Executive and within spam of time through IJP promoted as Subject matter expert then later promoted as TEAM LEADER
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
Education
PUC -
Anupama Pre University
Bengaluru, India04-2005
SSLC -
Vivekananda High School
04-2001
Skills
- Worked on Microsoft Excel, Word, and PPT (Reports, Process documentation, Dashboards & review PPTs)
- Process improvement
- Employee training
- Workflow management
- Leading team meetings
- Schedule management
- Performance monitoring
Languages
English
Kannada
Tamil
Achievementsprojects
- Managed DTH (Sun direct) process as Operational Spoc.
- Managed Sales & Marketing Campaign Out bound (Vodafone) as Operational Spoc.
- Managed Idea/Vodafone Outbound process and achieved best star team performer for ¼ months and one month as star team for post-paid retention.
- Achieved Best team leader award for consecutive 1 month in (vertex)
- Achieved Best team leader award for consecutive 1 month and ¼ months in (Atcis) for Reliance and Shopx Process.
- Being the part of recruitment panel and helping Human resources in selecting the eligible candidates.
- Good Experience in Sales and in Inbound
Hobbies and Interests
- Listening to music
- Sports
Disclaimer
I hereby declare that the above furnished information is true to the best of my knowledge.
Personal Information
- Father's Name: Palani Swamy S (late)
- Mother's Name: Rajammal P
- Date of Birth: 06/30/85
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Timeline
WFM Team Lead
Khatabook
01.2023 - Current
Sr. Data Analyst
Arvind Internet Pvt LTD
11.2019 - Current
Sr.Team Leader
Cogent E Service Pvt LTD
10.2017 - 10.2019
Sr. Team Leader
Atcis Technology Pvt LTD
01.2016 - 09.2017
Team Leader
Digicall Teleservices Pvt Ltd
10.2012 - 11.2015
Customer Service Executive / Team Leader
Vertex Customer Solution
08.2011 - 08.2012
PUC -
Anupama Pre University
SSLC -
Vivekananda High School
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