Brendan Randle Kishander
Operations Management
Bangalore,karnataka
Summary
Trustworthy professional with a strong commitment to integrity, open communication, and embracing diversity. Known for building trusting relationships and modeling work discipline.
Experienced professional skilled in coaching, mentoring, and innovative working methods. Demonstrates leadership with humility while consistently bringing out the best in others. Goal-oriented and dedicated to achieving success.
Motivated fitness enthusiast with a passion for healthy eating and an active gym lifestyle.
Personal mottos -
1. Always have the determination to succeed !
2. Always dream and imagine things - that's the first step before achieving them !
3. Set goals which keeps one alive and in a constant mindset, that there’s always room for improvement
Overview
19
19
years of professional experience
1
1
Certification
Work History
Operations Manager
ZTE Corporation | ZTE Telecom India Pvt LTD
Bengaluru
05.2016 - Current
- Responsible for running business for ZTE Call Cloud overseas Section, Bangalore
- Overseeing the US (ENG, ESP), Canada (ENG, FRE), E-Commerce, UK, Australia & Non-voice business processes.
- Responsibilities cover - staff's monthly KPI performances, performance improvements, facilitating Training for Soft Skills improvements, Business Compliance / Export Compliance, Refresher trainings, etc.
- Staff's Semi-Annual and Annual performance reviews and appraisals
- Monthly Payroll Attendance and KPI performance preparation and feedback
- Monthly Preparation and publishing of staffs "Rewards and Recognition"
- Actively involved in Hiring front line - 2nd round interviews screening, and suggestions related to candidates Hiring
- Make suggestions related to overall Business Performance Improvements to Senior Management
- Staff Leave management, approvals and Schedules preparation and daily updating
- Weekly Business Review meeting with US After Sales Sr. Director
- Monthly Business review meetings with Chinese Sr. Management and Local Management team to discuss business performance and Opportunities / Action items.
- Received (Excellent Management Award - 2017) during my first visit to China in 2018, second award - ‘Excellent Expert - 2018’ award in Xi’an China during my recent business travel - Jan’ 2019.
Director - Service Delivery
Workplace Options India Pvt Ltd
Bangalore
09.2014 - 12.2015
- This position was of 'Director of India Service Center Operations' - Service
- Delivery, for Global Wellness Company called "Workplace Options India PVT LTD, headquartered in Raleigh, NC,
- World's largest integrated employee support services and work-life providers drawing from international network of credentialed providers and professionals, who provide world-class employee support and work- life services, referrals and consultation on variety of issues ranging from dependent care, legal and financial issues, stress management, EAP counseling, and wellness
- Their service centers located in Raleigh, NC, London, Toronto, Dublin, Panama, India, Portugal, Tokyo, and Singapore reach out to over 46 million employees in 34,000 organizations across more than 200 countries and territories
- While with WPO I headed India Service center complete Operations handling, Hiring and on-boarding of staff for various departments, handled vendor management, Emergency Response for India site.
- Participated in Semi-annual and annual Director meets at Raleigh, NC, along with Directors of other global sites of WPO.
- One of my primary responsibilities was also to Manage Counseling team and Work Life teams who handled inbound calls.
- I managed their monthly KPI, attendance and performance meetings along with department leads based in global sites.
Call Center Routing & Scheduling Senior Analyst
Dell International Services
Bangalore
07.2012 - 08.2014
- During initial stages of role covered Businesses in MTP, CASA, HALLE,
- JHB & Bangalore supporting Emerging Countries from a co-ordination perspective
- Activities involved Real-Time Staffing and interaction with Key stakeholders driving Productivity initiatives & improvements, Creating a repository for Telecom documentations by country, Matrix's clearly outlining
- Support type & Language Offering by location & Sites
- Supported Bangalore from a Real time Staffing & Scheduling analyst role perspective which is more of a dual role
- Real time involves direct / indirect engagement with local business by providing real-time staffing / skilling support and reporting perspective. Scheduling involved a lot of work related to Employee Work Force Management) tools
- Engagement with Forecasters and Capacity folk to understand requirements and timely update of New forecasts / Intra Day Performance creations, etc to facilitate accurate reporting
- Worked with customers to understand needs and provide excellent service
- Improved operations through consistent hard work and dedication
- Resolved problems, improved operations and provided exceptional service
Team Manager
Deployment
Bangalore
06.2010 - 07.2012
- Technical Support Operations | EMEA GSD, Managed Call Management Group (CMG) / Call routing team for EMEA
- This team screened over 50% of Dell's incoming call volume - and acted as Dell's reception Help desk - identifying call types by Hardware, Software, Desktops, Laptops, Other Electronics, Out of Warranty support OR in Warranty, and would then ensure end users are transferred to specific support offering queues.
- Was privileged to introduce to Brand new Metrics to measure "Transfer Accuracy" and "Transfer Efficiency" of both my team and entire business, by networking with Key Stake holders and implementing these new KPI measures.
- Transfer Accuracy improved from 70% to 92% within my tenure managing this team, which got me awarded "Silver Award - Innovation Leadership"
Customer Experience Coach
Dell International Services, India Pvt Ltd
Bangalore
08.2005 - 06.2010
- As Customer Experience Coach - initially Supported EMEA UK/IRE Chat team.
- Later supported EMEA Voice teams - CSMB
- Provided coaching / feedback to call / chat taking agents based on call / chat soft skills and quality observation from audits / live barging sessions
- Handled Customer escalations / heat checks, real time
- Audit calibrations with ALLSEC - 3rd party auditors for Dell
- Was quality SPOC for overall business
- Assisted with New Hire Training's in Customer Handling Skills & Policy & Procedures.
- During my tenured as CEC, i successfully mentored 4 Front line senior Customer Service Representatives to grown into their next roles as Customer Experience Coaches and Trainers.
- I was also recognized for innovative methodology in staff's quality improvements and won Star awards as CEC
Education
MBA - BPO & HR Management
Indian Institute of Management & Engineering
Kurnool District, Andhra PradeshDiploma in Computer Applications - Computer Applications
KBYTE
BangaloreITI - Industry Training Institute - Tool And Die Technology
Raghavendra Industrial Training Institute
BangaloreITI - Electrician
Muslim Orphanage Industrial Training Institute
BangaloreHigh School Diploma -
Clarence High School / Colonel Hill High School
BangaloreSkills
- Operations Management
- Performance Evaluations
- Workforce Management
- Process improvement strategies
- Employee relations and conflict resolution
- Business Planning
- Complex problems analysis
- Health and safety compliance
- Business Development
Certification
- ITIL Foundation V3
- Lean Six Sigma White Belt (SimpliLearn)
- Six Sigma White Belt Certification (Aveta Business Institute)
- Project Management (SimpliLearn)
Languages
- Hindi (Professional Working)
- Kannada (Limited Working)
- Tamil (Limited Working)
- English (Native or Bilingual)
Additional Information
- Honors-Awards SILVER AWARD - (Category) Innovation Leadership Excellent Management Award (EMA) Excellent Expert - 2018
Languages
English
First Language
Hindi
Elementary (A2)
A2
Tamil
Beginner
A1
Kannada
Beginner
A1
Affiliations
- Health and Fitness enthusiast
- Audio Visuals and Events Mangement
- Indoor Badminton, Football and swimming
Accomplishments
- Excellent Expert (Departmental Award) | 2019 @ ZTE Corporation
- Excellent Management Award | 2018 @ ZTE Corporation
- Silver Award - Innovation Leadership | 2011 @ Dell International Service India Pvt Ltd
References
References available upon request.
Timeline
Operations Manager
ZTE Corporation | ZTE Telecom India Pvt LTD
05.2016 - Current
Director - Service Delivery
Workplace Options India Pvt Ltd
09.2014 - 12.2015
Call Center Routing & Scheduling Senior Analyst
Dell International Services
07.2012 - 08.2014
Team Manager
Deployment
06.2010 - 07.2012
Customer Experience Coach
Dell International Services, India Pvt Ltd
08.2005 - 06.2010
- ITIL Foundation V3
- Lean Six Sigma White Belt (SimpliLearn)
- Six Sigma White Belt Certification (Aveta Business Institute)
- Project Management (SimpliLearn)
MBA - BPO & HR Management
Indian Institute of Management & Engineering
Diploma in Computer Applications - Computer Applications
KBYTE
ITI - Industry Training Institute - Tool And Die Technology
Raghavendra Industrial Training Institute
ITI - Electrician
Muslim Orphanage Industrial Training Institute
High School Diploma -
Clarence High School / Colonel Hill High School
Similar Profiles
Pankaj MishraPankaj Mishra
Director Sales - MSO, ISP, Govt & Enterprise at ZTE Telecom India Pvt LtdDirector Sales - MSO, ISP, Govt & Enterprise at ZTE Telecom India Pvt Ltd
Amandeep KaurAmandeep Kaur
Human Resource at ZTE Telecom India Pvt. Ltd.Human Resource at ZTE Telecom India Pvt. Ltd.
Ajay JaswalAjay Jaswal
Manager - Engineering Delivery Management at ZTE Telecom India Private LimitedManager - Engineering Delivery Management at ZTE Telecom India Private Limited