Benven Roswan
Perambur
Summary
Dynamic leader with a proven track record, adept in team management and problem-solving with 14+ years of overall experience and 12 + years of team handling experience.
Overview
15
15
years of professional experience
Work History
Manager - I
Amazon
Chennai
07.2022 - Current
- Handling multiple teams with various skill sets across multiple channels, such as a team size of 100 and more.
- Managing key performance metrics for all teams and ensuring that the team and span goals along with Service levels are met.
- Created reports, analyzed, and interpreted data to ensure all KPI metrics are met.
- Owned and successfully led multiple projects for the site, which improved KPI metrics such as quality and NRR across different skill sets and channels.
- Maintained, documented, and chaired the presentation of WBR and MBR to operations site heads.
- Established and maintained relationships with internal and external stakeholders by providing assistance.
- Takes necessary action in regard to forecasting attrition, recruitment, training, scheduling, coaching, and managing employees.
Deputy Manager
Yes Bank
Chennai
06.2019 - 05.2022
- Supervised as the only Deputy Manager for the Chennai site and managed over 100 staff for the entire voice (inbound and outbound).
- Established and maintained relationships with individuals and business customers by providing exceptional assistance.
- Created reports, analyzed, and interpreted data to ensure all contact center metrics are met for the process.
- Maintained, documented, and chaired through presentation, MBR to the Managing Director.
- Takes necessary action in regard to forecasting attrition, recruitment, training, scheduling, coaching, and managing employees.
Supervisor
Teleperformance
Chennai
09.2012 - 03.2019
- Planning capacity and handling client calls.
- Providing the MBR deck for managers for process reviewing.
- Experienced in coaching, mentoring associates, and also in people management.
- Setting targets for the team and analyzing quality metrics achieved in critical tasks.
Customer Support Officer
Allsec Technologies
Chennai
09.2010 - 07.2012
- Addressing performance bottlenecks and ensuring maximum customer satisfaction.
- Providing extensive customer support in order to ensure a high degree of customer satisfaction through SLA compliance, performing advanced troubleshooting, and solving issues.
- Analyzing, logging, tracking, and applying to meet business needs.
Faculty - IT & Ethical Hacking
APPIN Knowledge Solutions
Chennai
04.2010 - 07.2010
- Providing a positive environment in which students are encouraged to be actively engaged in the learning process.
- Identifying, selecting, and modifying instructional resources to meet the needs of students with varying backgrounds, learning styles, and special needs.
Education
Bachelor of Science - Electronics and Communication
Panimalar Engineering College
Chennai, India06-2007
12th Standard -
St Mary's Matriculation Higher Secondary
03.2003
Skills
- Team management
- Customer service
- Ownership
- Bias for action
- Deliver results
- Deep dive
- Problem solving
- Mentoring
- Quality management
- Team building and engagement
- Communication Skills
- MS Office
Languages
- English
- Malayalam
- Tamil
Coursework
- Basic Computing Course, Tamil Nadu, Chennai, India,
- IT & Ethical Hacking, APPIN Knowledge Solutions, Chennai, India,
Timeline
Manager - I
Amazon
07.2022 - Current
Deputy Manager
Yes Bank
06.2019 - 05.2022
Supervisor
Teleperformance
09.2012 - 03.2019
Customer Support Officer
Allsec Technologies
09.2010 - 07.2012
Faculty - IT & Ethical Hacking
APPIN Knowledge Solutions
04.2010 - 07.2010
Bachelor of Science - Electronics and Communication
Panimalar Engineering College
12th Standard -
St Mary's Matriculation Higher Secondary