Amarnath Kore
Bangalore
Summary
To emerge as a successful Manager in a progressive, professional & dynamic environment, utilize and implement all the skills that I have developed out of my experience to benefit the organizations and personal growth
Engineering graduate with 6+ years of Operational experience 18 Months as Manager with Vanguard info solutions 25 Months as SME/Team leader with IBM. Ability to analyze operational data, coach, motivates & supervises. Proven track record in improving customer satisfaction levels. Good understanding of the performance management methodologies. Experienced in the implementation of Lean methodologies to bring in productivity and qualitative benefits.
Overview
23
23
years of professional experience
Work History
Subject Matter Expert – Operations
IBM INDIA Pvt. Ltd
01.2008 - Current
- New hire training and coaching as per schedule/timeline
- Timely update of training materials with 100% refresher trainings across floor
- Increase the quality of services by implementation of GDF concepts in every day activities
- Actively involved in GDF awareness training for different teams across EUS ITD-GD competency
- Ensuring all team members are adhering to internal business controls
- Explore, find and Create best practices which can be shared within team for process/organization improvement
- Provide floor support and ensure high customer satisfaction
- Have taken ownership of capital one account in absence of mangers whenever required
- Implemented FTF project within Capital one team which resulted in Increase of Non password reset FTF %
- Successfully reduced AHT by closely monitoring the queue and providing appropriate feedbacks
- Optimized reporting model by simplifying the reports (CSSR/Stack rank) for level 1 support
Senior Technical service representative – Operations
IBM INDIA Pvt. Ltd
10.2006 - 12.2007
- Provide technical support for 5 different sites across UK for AA employees and always met the expected KPI’s
- Demonstrated operational skills by attending meetings (Scorecard, Warroom and incident call)
- Recognized with R & R awards twice for taking initiative in preparing reports like Scorecard/Warroom report/BPMS/SIP and customer pack apart from call taking
- Initiated special project for effective ticket management which resulted in a considerable reduction of tickets numbers which were pending in queue, increased the closure rate (HDE), reduced customer chase for update on existing ticket
Team Leader – Operations
VANGUARD INFO SOLUTIONS Pvt. Ltd
04.2005 - 09.2006
- Managed a team size of 18-20 members with effective floor support and target oriented approach
- Handled escalations with 90% sale conversions
- Accountable for overall operational activities of team (Hiring, training, staffing, motivating, people management, appraisals, attrition and revenue contributed by the team to organization
- Train new agents and provide appropriate feedback on performance, which help them to achieve the assigned target
- Achieved 100% business targets for consecutive 8 months also maintained after sales report for billability/ Cancellations
- Initiated and implemented idea of grouping all top performers from different team in to a single team, which helped in building inter competition between top performers, resulting in high productivity
Tele Marketing Executive (Outbound)
VANGUARD INFO SOLUTIONS Pvt. Ltd
08.2004 - 03.2005
- Promoted telephonic services in UK market for clients like Toucan telecom, Home Call and Energy help line
- Always exceeded the stipulated target with high quality Sales
- Has been awarded with high incentives and appraisal in the organization
- Achieved highest number of billable sale in a given month, 150 sales in 26 days
Customer Support Executive (Inbound)
TATA TELESERVICES (Spanco telesolutions Pvt. Ltd)
04.2003 - 07.2004
- Provide technical/non technical support for Tata Indicom customers across Karnataka region
- Achieved the monthly targets consistently by meeting the all KPI
Customer support executive
AIRTEL (CPG -Group)
01.2002 - 03.2003
- Rendered high level service and support
- Recognized for high performance in Airtel (CPG-Group) for the year 2002
Education
Bachelor of Engineering - Mechanical
NIE Mysore
Skills
- Ability to analyze operational data
- Coaching and motivating team members
- Proven track record in improving customer satisfaction levels
- Good understanding of performance management methodologies
- Experienced in Lean methodologies
Hobbies and Interests
- Painting
- Drawing
- Listening music
- Play musical instrument
- Play carrom
- Volley ball
- Football
- Trekking
Languages
- English
- Hindi
- Kannada
Personal Information
- Total Experience: Engineering graduate with 6+ years of Operational experience.
- Date of Birth: 11/07/78
- Marital Status: Married
Timeline
Subject Matter Expert – Operations
IBM INDIA Pvt. Ltd
01.2008 - Current
Senior Technical service representative – Operations
IBM INDIA Pvt. Ltd
10.2006 - 12.2007
Team Leader – Operations
VANGUARD INFO SOLUTIONS Pvt. Ltd
04.2005 - 09.2006
Tele Marketing Executive (Outbound)
VANGUARD INFO SOLUTIONS Pvt. Ltd
08.2004 - 03.2005
Customer Support Executive (Inbound)
TATA TELESERVICES (Spanco telesolutions Pvt. Ltd)
04.2003 - 07.2004
Customer support executive
AIRTEL (CPG -Group)
01.2002 - 03.2003
Bachelor of Engineering - Mechanical
NIE Mysore
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