JIJO THOMAS
Assistant Manager - Customer Service
Bangalore
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance. Subject matter expert in quote to cash process having experience of 8 years and 2 years experienced in Investment Banking, looking for better opportunities to utilize the skills and talents learnt to grow along with the organization.
Overview
10
10
years of professional experience
Work History
Assistant Manager
TE Connectivity Services India Pvt Ltd
01.2015 - Current
- Motivated and lead team towards higher quality service, increased productivity, on going coaching and mentoring to minimize turnovers.
- Driving and supporting team for continuous improvement projects.
- Launched quality assurance practices for each phase of
development. - Set aggressive targets for employees to drive company success and strengthen motivation.
- Established performance goals for employees and provided
feedback on methods for reaching those milestones. - Maintained positive customer relations by addressing problems
head-on and implementing successful corrective actions. - Improved staffing during busy periods by creating employee
schedules and monitoring call-outs. - Maintained customer satisfaction with forward-thinking strategies
focused on addressing customer needs and resolving concerns. - Recruited, interviewed and hired employees and implemented
mentoring program to promote positive feedback and engagement. - Recognized and rewarded outstanding work performance to cultivate positive and collaborative customer service culture.
- Administered coaching and corrective actions to staff not meeting
expectations. - Managing conflicts efficiently that arise among individuals/teams and ensuring smooth run of business.
- Developed dashboard to monitor teams and individuals daily
utilization and performance. - Subject matter expert in quote to cash process and backlog
management. - Planning and organizing team building activities.
- Worked closely with shipping, warehouse and other personnel to
coordinate movements and keep workflows smooth. - Handled complaints calmly and professionally, providing appropriate solutions to promote continued customer satisfaction.
- Supervised day-to-day operations to meet performance, quality and service expectations.
Senior Executive
INFOSYS BPO LTD
02.2013 - 01.2015
- Reconciliation between the custodian bank's transactions and the asset management company's data for different asset classes like shares, bonds, and mutual funds
- Uploading the day's transaction file which we receive from the custodian bank (SunTrust) in SS&C Recon tool
- Defining the Securities and Portfolios, Manual processing of daily transactions, posting of the reconciled transactions into the client's accounts
- Preparation of daily reconciliation reports and preparation of daily productivity reports for entire engagement
- Received star awards for the outstanding performance and excellent quality
Education
MBA - Finance
Visvesvaraya Technological University
B. Com - undefined
University of Mysore
undefined
Board of Kerala P.U
SSLC - undefined
Board of Kerala
Skills
Strategic planning
Customer Relations
Employee performance evaluations
Decision Making Skills
SAP, Outlook and MS Office
Personal Information
Date of Birth: 14.02.1989
Gender: Male
Nationality: Indian
Marital Status: Unmarried
Passport Details: L2650845
Declaration
I hereby declare that all the statements made above are true to the best of my knowledge and belief.
(Jijo Thomas)
Timeline
Assistant Manager
TE Connectivity Services India Pvt Ltd
01.2015 - Current
Senior Executive
INFOSYS BPO LTD
02.2013 - 01.2015
MBA - Finance
Visvesvaraya Technological University
B. Com - undefined
University of Mysore
undefined
Board of Kerala P.U
SSLC - undefined
Board of Kerala