DENNIS RAJKUMAR
Operations and service delivery
Tiruvallur
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
13
13
years of professional experience
5
5
Certifications
Work History
Senior manager Operation
Altruist Technology Pvt Ltd.
01.2024 - Current
- Governance of Contact center
- Achieve billing and R&P for the process and , AOP planning.
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
- Manage inbound center (400 FTE’s) and Manage their performance at different location, Driving KPI’s , fulfill the required SLA’s
- Implemented and developed operational standards, policies and procedures.
Operations Lead
HRH Next Services Pvt Ltd.
08.2020 - 05.2022
- Manage 2 Centers with 12 process and 3 SM team, outbound and inbound center (1800 FTE’s) and Manage their performance at different location, Driving KPI’s , fulfill the required SLA’s
- Governance of OB/IB Contact center
- Managed budgets, financial forecasts, and resource allocation to ensure achievement of organizational goals.
- Established standard operating procedures that enhanced employee performance.
- Led cross-functional teams to achieve key performance indicators and drive positive results across the organization.
- Improved productivity while reducing staffing and operational costs by 85%.
Account Manager
Bundl Technologies Pvt Ltd.(Swiggy)
03.2018 - 03.2020
- Manage 5 outbound and 1 inbound center (3000 FTE’s) and Manage their performance at different location, Driving KPI’s , Allocate the budget and resources to fulfill the required SLA’s
- Making of OB/IB Contact center agreement
- Driving Quality/Training, Monitoring on Monthly compliance
- Design SOW, SOP, Reports
- Interact with multiple stake holders of Business/Finance/Field-operations/Product/Operations teams to ensure seamless BAU operations, and BCP Planning.
- Enhanced existing vendor base by maintaining regular communication and nurturing long-term partnerships.
- Managed vendor performance to maximize profitability and achieve financial objectives.
Assistant Manager
TATA SKY Ltd.
08.2017 - 03.2018
- Manage 4 outbound center(Vendors across India 1900 FTE’s) and Manage their performance at different location, Achieve desired target according to respective stake holders, Allocate the budget and resources to fulfill the required SLA’s
- Provided backup support for other finance functions when needed, demonstrating flexibility within the organization.
- Developed customized reporting tools for internal stakeholders to analyze financial performance more effectively.
- Making of OB Contact center agreement
- Decide the billing and R&P, AOP planning.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Coordinated with General Manager in different operational issues and promotional activities.
Process Leader
Firstsource Solutions Ltd.
03.2016 - 07.2017
- Handling a team size of 80 including 4 TL’s and closing billing with allocated manpower, maintain Shrinkage, Attrition, Adherence on target, achieve Client KPI/Targets.
- Managed daily operations, delegating tasks appropriately to ensure smooth functioning of the facility.
- Coordinated with other departments to improve overall company efficiency and effectiveness.
Team Leader
Vertex Customer Management India Pvt Ltd
09.2013 - 03.2016
- Handling A team of 20-25 individuals and maintaining their performance
- Tracking outliers, Maintaining Attrition under control, Achieve Internal and Client KPI.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
Associate
Izure InfoTech
01.2012 - 01.2013
Associate
HCL
1 2011 - 1 2012
Education
B.E (Electronics and Communication Engineering) -
S.A Engineering College
Skills
Operations Management
Strategic Planning
P&L Management
Revenue Generation
Risk Management
Area Of Expertise
Operation’s Manager, Process Owner, Financial Planning, Forecasting ,Budgeting AOP.
Certification
Entrepreneurship development training program conducted by MSME (Micro, Small and Medium Enterprises)
Languages
English
Bilingual or Proficient (C2)
Tamil
Bilingual or Proficient (C2)
Telugu
Intermediate (B1)
Kannada
Elementary (A2)
Hindi
Elementary (A2)
Disclaimer
I hereby declare that all the above furnished details are true to the best of my knowledge.
Timeline
Senior manager Operation
Altruist Technology Pvt Ltd.
01.2024 - Current
Operations Lead
HRH Next Services Pvt Ltd.
08.2020 - 05.2022
Account Manager
Bundl Technologies Pvt Ltd.(Swiggy)
03.2018 - 03.2020
Assistant Manager
TATA SKY Ltd.
08.2017 - 03.2018
Process Leader
Firstsource Solutions Ltd.
03.2016 - 07.2017
Team Leader
Vertex Customer Management India Pvt Ltd
09.2013 - 03.2016
Associate
Izure InfoTech
01.2012 - 01.2013
Associate
HCL
1 2011 - 1 2012
B.E (Electronics and Communication Engineering) -
S.A Engineering College
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