Summary
Overview
Work History
Education
Skills
Hobbies
Timeline
Generic

Anoop Chellappan

Team Manager
Hyderabad

Summary

Experienced and reliable Team Manager with successful history leading and motivating staff members to exceed goals. Offers excellent communication and organizational skills. Adept at resolving conflicts and addressing emerging issues. Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

13
13
years of professional experience
6
6
years of post-secondary education

Work History

Team Manager

Amazon
01.2022 - Current
  • Manage the day-to-day operations for the team and are responsible for overall productivity, quality, and delivery of business services
  • Drive business representative case quality and metrics, monitor trends, and ensure corrective actions
  • Establish clear work processes to enable and drive performance
  • Identify and champion systematic process improvement opportunities
  • Communicate business updates, priorities, resolution status, and any challenges to your customers, stakeholders, and management
  • Understand (at a high-level) what’s involved in building and operating a cloud-based architecture
  • Proactively identify risks and bring them to the attention of your manager, customers, and stakeholders with plans for mitigation before they become roadblocks
  • Communicate ideas effectively, both verbally and in writing, to all types of audiences
  • Prioritize root cause resolution and operational excellence
  • partnering with program team, operations team and workflow team to optimize team mechanisms and drive enhancements that improve processes
  • Develop associates by providing guidance, performance and behavioral coaching and mentorship
  • Ensure associates have a clear understanding of the performance bar and criteria used to differentiate performance
  • Manage performance and behavioral issues, hold teams accountable for performance and implements improvement plans and raising the performance bar
  • Help employees grow by encouraging them to contribute to discussions, supporting their ideas, and encouraging independent decision-making.
  • Established and maintained performance, quality and service standards for professional customer care.
  • Facilitated meetings to communicate team performance goals and results.

Transport Operation Specialist

Amazon
10.2016
  • Communicate with stakeholders (over phone or email) with a problem solving attitude
  • Understand the issue and make best use of the available resources to resolve the issue
  • Able to systematically escalate problems or variance in the information to the relevant owners and teams and follow through on the resolutions to ensure they are delivered
  • Ensure to surpass all performance and quality goals
  • Demonstrate ownership to resolve challenging customer issues, escalating when necessary
  • Excellent communication, both verbal and written as one will be required to communicate with the Customers, Customer Service Associates, Delivery Station Managers, Delivery Associates in real time
  • Develop and/or understand performance metrics to assist with driving business results
  • Providing real-time customer experience by working in 24
  • 7 operating environment.

Resolution Specialist

Amazon
01.2016
  • Functions as a problem solver for CSA and customers
  • Serves as the first point of contact for day-to-day customer escalations
  • Provides real time CSA support and knowledge transfer through all channels
  • Displays a positive work ethic, strong interpersonal skills, adherence to company policies and a commitment to excellent customer service
  • Participates in Gemba Walk sessions with the management team to answer queries and drive constant improvement through the Amazon Customer Excellence System (ACES) process
  • Takes process improvement initiatives and works on projects regarding process improvement and concession reduction (together with the concession team)
  • Animate weekly group activities (e.g
  • Calibration sessions, workshops, daily huddles) for CSA’s
  • Assisting with quality assurance (QA) tasks including, but not limited to:
  • Contact mining based on business requests (Gemba topics, abuse trends) to be reported to L4 and above
  • Supports customers by handling contacts in all channels when needed.

Customer Support Executive

M-Squared Software & services (p) Ltd
07.2014 - 06.2016
  • Answering telephone calls
  • Politely greeting patients and visitors to the centre
  • Explaining the practice procedures to new patients
  • Prepare patient charts prior to appointment date, filing
  • Check insurance eligibility, effective date, Co-pay and Deductibles
  • Deal with EOB’s to check if patient bills where paid and enter in database
  • Enter and send medical claims and constant follow up on status of payment
  • Updating the surgeries in computer system with appointments and personal details
  • Arranging prescriptions for patients
  • Schedule appointments, obtain insurance authorizations, and follow-up on referrals by physicians to specialists.

Technical Support executive

Neologix software solutions
12.2012 - 09.2013
  • Identify, troubleshoot, and analyze computer related issues
  • Determine appropriate course of action, and conduct repairs, modifications, and upgrade internal components and peripherals as needed
  • Format hard drives; Determine appropriate file system FAT, FAT32, NTFS Install and configure Operating Systems, patches and upgrades, including Windows 2000 Professional and Server, windows xp, Windows 7 , windows 8 and MS/DOS
  • Install and configure software applications, telnet connections, and electronic mail
  • Train and assist 30 internal end users in the proper use and procedures
  • Install Network Interface Cards NIC s
  • Setup bindings, IP addresses, WINS, and DNS configurations
  • Operate, and maintain Local Area Network LAN connectivity using TCP/IP protocol
  • Service and Maintain microcomputer systems, including inspect, clean, test, run scandisk, defragment hard drives, and update antiviral programs to maintain performance and security
  • Support acquisition, operational and disposal phases throughout Program life cycles.

Technical Support executive

HCL BPO Limited
12.2011 - 02.2012
  • Oversaw troubleshooting, technical issue resolution and consulting services to upgrade technology infrastructure.
  • Extended analysis to assist technology team efforts to escalate and resolve issues.
  • Identified key technology defects to streamline problem resolution.
  • Managed customer contact center with [Number] support representatives.
  • Worked as Technical support Executive for AT &T
  • Supported MS Office and Outlook 2003.
  • Performed passwords unlock and resets for Network users.
  • Used SMS Remote Control to remotely login and install and troubleshoot various software programs.
  • Provide telephone support of residential services for internet connectivity including dial-up, DSL and cable modem connections.
  • Support of business internet services including DSL, cable modem, T1, Fiber to the premises, ISDN, MPLS, other connections.
  • Troubleshooting of email for residential and business accounts including support of customer’s email program and company webmail system.
  • Business support of email including management of large accounts with multiple domains.
  • Support of Voice over IP solution including being initial point of contact for all new VoIP customers, ensuring information is correctly entered into the system, troubleshooting of VoIP terminal adapters over the phone and through remote support.
  • Act as abuse administrator for all of ISP and email hosting customers. Manage blacklists for our servers and also track blacklists of company IP addresses.
  • Support of multiple routers including Cisco, BEC and Motorola.

Client Relation Officer

MistAllianz Info Solutions (P) Ltd
09.2010 - 11.2011
  • Optimized customer relationship through different strategies
  • Identified customer requirements and complaints to assist them effectively
  • Ensured prompt follow up actions on all customers enquires and issues
  • Resolved customers' problems proactively to ensure absolute customer satisfaction
  • Adhered to bank policies and procedures
  • Analyzed customer trends to optimize sales and service administration procedure
  • Worked closely with head of client relations to execute service model and team procedures
  • Accomplished cross sale goals for clients
  • Ensured to resolve client inquiries and requests timely
  • Developed important investment themes and messages to educate on company’s investment products
  • Organized meetings and individual interactions with clients to ensure customer satisfaction and deepen relationship
  • Maintained client database and updated call or meeting notes.

Education

B.Tech - Aeronautical

Nehru College of Aeronautics& Applied Sciences
Coimbatore, Tamil Nadu
10.2005 - 01.2009

Plus-Two - Computer Science

Abraham Memorial Higher Secondary School
Thiruvananthapuram, Kerala
06.2002 - 05.2004

H.S.S - Computer Science

Chinmaya Vidyalaya
Thiruvanthapuram, Kerala
06.2001 - 05.2002

Skills

Emotional Intelligenceundefined

Hobbies

Cooking, 

Gardening

listening to music 

playing with pets 

Timeline

Team Manager

Amazon
01.2022 - Current

Transport Operation Specialist

Amazon
10.2016

Resolution Specialist

Amazon
01.2016

Customer Support Executive

M-Squared Software & services (p) Ltd
07.2014 - 06.2016

Technical Support executive

Neologix software solutions
12.2012 - 09.2013

Technical Support executive

HCL BPO Limited
12.2011 - 02.2012

Client Relation Officer

MistAllianz Info Solutions (P) Ltd
09.2010 - 11.2011

B.Tech - Aeronautical

Nehru College of Aeronautics& Applied Sciences
10.2005 - 01.2009

Plus-Two - Computer Science

Abraham Memorial Higher Secondary School
06.2002 - 05.2004

H.S.S - Computer Science

Chinmaya Vidyalaya
06.2001 - 05.2002

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Anoop ChellappanTeam Manager