Hi, I’m
Bala Murugan R
Ambattur
Summary
Dynamic Senior Manager with extensive experience at HDFC Bank, excelling in data-driven decision-making and strategic planning. Proven track record in leading large teams, enhancing performance, and delivering impactful visualizations. Adept at SQL analytics and fostering collaboration across functions to drive organizational improvement and achieve business objectives.
Overview
15
years of professional experience
Work History
HDFC BankChennai
Senior Manager
02.2023 - Current
Job overview
- Collaborated with cross-functional teams to identify data-driven solutions.
- Created visualizations to effectively communicate findings to stakeholders.
- Analyzed market trends to inform strategic decision-making processes.
- Managed a team of 6,000 employees by providing guidance, setting goals and objectives, delegating tasks, and monitoring performance.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Analyzed business performance data and forecasted business results for upper management.
Indusind BankChennai
Chief Manager
11.2021 - 02.2023
Job overview
- Dialer, Quality and Training Manager
- Managed escalations with polite service, knowledgeable support and unsurpassed professionalism to satisfy needs and protect bank reputation.
- Trained and coached less experienced team members in procedures, compliance standards and performance strategies.
- Advised customers on bank products, services and financial planning options.
- Documented, filed and maintained proper inspection records and quality assurance documents.
- Maintained daily logs of all calls made through the dialer system.
- Identified and resolved quality issues, escalating critical problems to supervisors.
- Created detailed reports regarding call volumes, response rates, and other pertinent data.
- Performed reviews to check for defects.
- Conducted regular maintenance checks on the dialer hardware to ensure proper functioning.
- Adjusted calling parameters such as speed, frequency, duration., according to campaign goals.
- Resolved technical issues with the dialer software as they arose.
- Developed asset protection strategies for clients.
- Analyzed customer feedback from outbound calls to identify areas for improvement.
SBI CARDS PAYMENT & SERVICESChennai
Assistant Manager
07.2010 - 10.2021
Job overview
- Dialer Responsibility
- Resolved technical issues with the dialer software as they arose.
- Implemented changes to existing scripts in order to improve customer experience and increase sales revenue.
- Maintained daily logs of all calls made through the dialer system.
- Programmed automated voice messages into the system for use in campaigns or promotions.
- Provided guidance and assistance to team members when utilizing the dialer platform.
- Assisted in the development of dialer campaigns and strategies to maximize customer engagement.
- Modified user permissions within the system based on job roles and responsibilities.
- Set up new users on the dialer system, including training and troubleshooting support.
- Tracked individual agent performance during live calls using real-time monitoring tools.
- Collection Process Responsibilities
- Liaised with management to identify issues attributing to account delinquency and discuss solutions to bring in revenue.
- Located and notified customers of delinquent accounts by mail, telephone or personal visits to solicit payment.
- Met demands of busy collections group by performing high volume of daily calls.
- Maintained accurate records of all transactions within the branch's database system.
- Verified amounts and integrity of every check or funds transfer.
- Managed escalations with polite service, knowledgeable support and unsurpassed professionalism to satisfy needs and protect bank reputation.
- Met or exceeded sales goals by promoting bank products and services in customer interactions.
FIRST SOURCE SOLUTIONSChennai
Executive (Customer Support Executive)
10.2010 - 04.2012
Job overview
- Axis Bank credit card process
- Contributed ideas for developing new strategies for enhancing overall effectiveness of the team.
- Participated in brainstorming sessions aimed at creating innovative solutions that improved the overall efficiency of the department.
- Maintained records of all interactions with customers for future reference and analysis.
- Provided technical assistance to customers in resolving product-related issues.
- Responded to customer concerns and implemented changes to accounts to resolve issues.
- Resolved escalated customer complaints promptly and professionally.
Education
PSN College Of Engineering & TechnologyTirunelveli, Tamil Nadu
B.E from Computer Science
01.2009
University Overview
GPA: 63
Jose Mat Hr. Sec SchoolTirunelveli, Tamil Nadu
HSC
01.2005
University Overview
GPA: 70
Rose Mary Mat Hr. Sec SchoolTirunelveli, Tamil Nadu
SSLC
01.2003
University Overview
GPA: 65
Skills
- SQL programming
- SQL analytics
- Power BI
- Strategic planning
- Resource allocation
- Team leadership
- Performance management
- Documentation and reporting
- Operations planning
- Database development
- Influencing and negotiation
- Sales strategy
- Data-driven decision-making
- Collaboration across functions
- Effective communication
- Organizational improvement
- Data analysis
Languages
- Tamil
- English
Disclaimer
I hereby declare that the facts given above are genuine to the best of my knowledge and belief.
Father's Name
Ramasamy
Personal Information
- Age: 38
- Date of birth: 03/23/87
- Gender: Male
- Marital status: married
Timeline
Senior Manager
HDFC Bank
02.2023 - Current
Chief Manager
Indusind Bank
11.2021 - 02.2023
Executive (Customer Support Executive)
FIRST SOURCE SOLUTIONS
10.2010 - 04.2012
Assistant Manager
SBI CARDS PAYMENT & SERVICES
07.2010 - 10.2021
PSN College Of Engineering & Technology
B.E from Computer Science
Jose Mat Hr. Sec School
HSC
Rose Mary Mat Hr. Sec School
SSLC