Harsha Kumar M
Bangalore
Summary
Goal-oriented and performance-driven Network & Services operations analyst with 3+ years of experience in managing diverse teams and improving service delivery. Proficient in performance analysis, coaching, and resolving escalated customer issues. Eager to bring my strong leadership, training, and problem-solving abilities to a forward-thinking company to help meet and exceed team and organizational objectives.
Overview
10
10
years of professional experience
Work History
Team Leader
Accenture India
Bengaluru
02.2018 - Current
- Managing order entry for customers
- Successfully converted leads into sales and sold packages to customers
- Offer clear and accurate information to customers about products, services, pricing, promotions, and company policies
- Recognize situations that require escalation to a supervisor or specialist and ensure proper handoff for further assistance
- Promoted to Service Delivery Operation Analyst & Started to handle a team in 2021
- Monitor and track key performance indicators (KPIs) such as lead conversion rates, sales targets, and revenue generation
- Arranging Internal and External Calibrations to understand Call Etiquettes
- Schedule Interview timings for internal IJPs
- Conducting DPA and non-compliance sessions across all the LOBs
- Managing PCA 30 and Chat Abandon rate
- Interacting with Clients and keeping them informed on the issues or changes
- Getting VPN access for WFH and Cisco’s to be installed for RTO employees during BCP situations to ensure meeting client expectation
- Managing the team and meeting Client SLA on regular basis
- Interacting with HR for any Non-Compliance and scheduling a meeting with the employee’s
- Managed cost leakage by reducing transport ‘No-Shows’
- Managed Process transition between Manila and Bangalore during 2nd Covid Lockdown (BCP), to ensure to have smoother Business run
- Currently, working as Team lead
- Interacting with Clients and Developers to improvising the automation %
Senior Complaints Advisor
[24]7.ai
Bengaluru
07.2015 - 12.2017
- Managing order entry for customers
- Successfully converted leads into sales and sold packages to customers
- Offer clear and accurate information to customers about products, services, pricing, promotions, and company policies
- Recognize situations that require escalation to a supervisor or specialist and ensure proper handoff for further assistance
- Promoted to Service Delivery Operation Analyst & Started to handle a team in 2021
- Monitor and track key performance indicators (KPIs) such as lead conversion rates, sales targets, and revenue generation
- Arranging Internal and External Calibrations to understand Call Etiquettes
- Schedule Interview timings for internal IJPs
- Conducting DPA and non-compliance sessions across all the LOBs
- Managing PCA 30 and Chat Abandon rate
- Interacting with Clients and keeping them informed on the issues or changes
- Getting VPN access for WFH and Cisco’s to be installed for RTO employees during BCP situations to ensure meeting client expectation
- Managing the team and meeting Client SLA on regular basis
- Interacting with HR for any Non-Compliance and scheduling a meeting with the employee’s
- Managed cost leakage by reducing transport ‘No-Shows’
- Managed Process transition between Manila and Bangalore during 2nd Covid Lockdown (BCP), to ensure to have smoother Business run
- Currently, working as Team lead
- Interacting with Clients and Developers to improvising the automation %
Education
B.COM -
Baldwin Methodist College
Karnataka06-2015
P.U.C -
Baldwin Methodist College
Karnataka03-2012
S.S.L.C -
St, Joseph's Indian High School
Karnataka04-2009
Skills
- Communication
- Problem-Solving & Decision-Making
- Time Management
- Client Relationship Management
- Analytical & Reporting
- Training & Development
- Customer Service Expertise
- Adaptability & Stress Management
- Team Management
Accomplishments
- Part of Sales team transition
- BCP resource and Adhoc task force team member in the process.
- 3 Times Star of business award winner
- Best Supervisor award won in 2024
- Identified and implemented process improvements that reduced customer wait times by 70 to 90 secs and improved call handling efficiency
- Cross-Training Initiative: Led cross-training initiatives across departments, allowing team members to handle a wider range of inquiries and improve overall team flexibility and efficiency
- Led the team to achieve and exceed monthly sales targets, through training on upselling and cross-selling techniques.
- Transitioned new process Mobile back office from Capita to Accenture with 200+ Processes
- Stabilised and worked on head count reduction to manage cost
Languages
English
Kannada
Hindi
Tamil
Disclaimer
I hereby declare that the above-furnished information is correct to the best of my knowledge and belief.
Personal Information
- Father's Name: Mallikarjuna Chakrasali
- Mother's Name: Rajeshwari S
- Date of Birth: 03/12/93
- Marital Status: Married
Timeline
Team Leader
Accenture India
02.2018 - Current
Senior Complaints Advisor
[24]7.ai
07.2015 - 12.2017
B.COM -
Baldwin Methodist College
P.U.C -
Baldwin Methodist College
S.S.L.C -
St, Joseph's Indian High School