Jayanth Bhaskaran

Bangalore

Summary

Dedicated and focused project management specialist with several years of experience excelling at prioritizing, completing multiple tasks simultaneously and following through to achieve project goals. Flexible, detail-oriented and adaptive team player with expertise in equipment operation, staff training and development, customer service and process improvements.

Overview

years of professional experience

Work History

Program/Project Manager

IFocus Systec

Bengaluru

02.2020 - Current

• Handling Alexa Operations, Logistics across locations and device recall for beta programs
• Handling Ticket Management and troubleshooting for device returns and device issues.
• Survey creation for beta program activities/homework’s on Qualtrics tool and sharing it with participants to complete the activities in required timeline.
• Handling end to end engagement of beta participants for all beta programs via chat, email and phone.
• Designing Newsletters and Flyers for Operations communications for India and Global sites.
• Logo creation and ideation for India and global stakeholders.
• Driving active usage of Alexa devices to improve the weekly active usage rate for the prototype devices.
• Creating insights for beta programs
• Lab management and coordinating Play with Sessions

CUSTOMER SERVICE REPRESENTATIVE

HSBC HDPI

Bangalore

02.2003 - 08.2005

Handling Phone banking for UK customers and resolving their banking queries
Setting up targets and goals for the process training – setting and maintaining individual targets for the trainees
Handling Escalations and driving hygiene to improve the performance of the business
Providing Cross Training to Process Associates to handle High Volume Situations and reduce Idle Time.

Skills

Compliance Monitoring
Data Analysis
Project development
Technical Support

Project Management
Staff training and mentoring
Presentations

Skills

Coaching For Managers / Voice Coaches, Six Sigma – Yellow Belt, Six Sigma Green Belt (Certified through Indian Statistical Institute, New Delhi Centre),

Windows XP, Windows 7, Microsoft PowerPoint, Microsoft Word, Microsoft Excel, Flash, Swish, Adobe Photoshop, Corel, Siebel, Dell Serve, Magento, Shopify, Zendesk.

Projects

Organize Rewards and Recognitions and handle internal communications.
Conduct knowledge checks for frontline to review agent capability and conduct trainings basis gaps.
Ensure regular recognition of customer raves for team members in customer first forums held on a monthly basis.
Handled various projects to identify service delivery gaps, offer solutions and successfully implement ideas to Improve Customer Satisfaction
Digital Display – Weekly Customer Appreciations, Process Updates.
Designed for DIGITAL MEDIA like templates for E mailers & Newsletters for different LOBs and Gurgaon site.
Using visual management provided a mechanism for continuous improvement through system alignment, goal clarity, engagement of people in the process, and improved communication and information sharing throughout the organization.
Live Metrics – Floor Board Hygiene Compliance, Designed Floor Visuals – Conceptualizing various innovative ideas for various campaign materials like Posters, Banners, Flex, Standees, and Collaterals etc. for Gurgaon Site.

Timeline