Microsoft Excel
Hi, I’m
John Elsin Raj
Team Leader-Customer Service
Chennai,TN
Every problem is a gift—without problems we would not grow.
Tony Robbins
Work Preference
Summary
Process Team Lead guiding workflow improvement through automation tools, custom process design, quality management, and clear documentation. Builds team-specific workflows, tracks performance through management reports, and tightens monitoring to reduce errors and speed issue resolution. Supports adoption with training materials and practical interface improvements that make internal systems easier to use.
Overview
4
Languages
9
years of professional experience
Work History
Tata Consultancy Services(TCS)Chennai, Tamil Nadu
Team Leader, Customer Service
11.2022 - Current
Job overview
- Led and managed customer service executives in high-volume voice process, achieving performance targets consistently.
- Monitored key performance indicators including AHT, CSAT, FCR, and productivity metrics.
- Conducted coaching sessions and performance reviews to enhance individual and team effectiveness.
- Resolved customer escalations and complex complaints while upholding high standards of service.
- Performed call monitoring and quality audits to address performance gaps and implement improvements.
- Analyzed daily, weekly, and monthly reports to identify trends and opportunities for enhancement.
- Supported new-hire training, refresher sessions, and knowledge-sharing initiatives to ensure skill development.
- Managed team schedules and attendance to ensure adequate staffing levels for optimal service.
- Established reward system for team members who exceeded customer service targets, motivating team and fostering culture of excellence.
- Contributed to the development of policies and procedures that enhanced the overall customer experience.
DEXIAN (Disys)Chennai, Tamil Nadu
PROCESS EXPERT, PAYROLL MANAGEMENT
09.2021 - 11.2022
Job overview
- Acted as subject matter expert on comprehensive payroll processes, guaranteeing timely and compliant processing of compensation.
- Oversaw validation of payroll inputs including attendance records, overtime calculations, incentives, and adjustments.
- Executed thorough validation and reconciliation of payroll to detect discrepancies ahead of finalization deadlines.
- Generated detailed reports and dashboards for management review regarding payroll metrics and trends.
- Analyzed recurring process challenges through root cause assessments, fostering improvements in workflow efficiency.
- Authored and maintained standard operating procedures and documentation to uphold process integrity.
- Contributed to system implementations and continuous improvement efforts within the payroll department.
- Tracked performance against service level agreements for accuracy and productivity in payroll delivery.
- Conducted regular audits of existing processes to ensure adherence to established procedures while identifying areas for potential improvement.
- Managed projects effectively by adhering to timelines and budgets while maintaining a focus on process excellence.
NTT DATA ServicesChennai, Tamil Nadu
SUBJECT MATTER EXPERT (SME), ACCOUNTS RECEIVABLE
02.2019 - 09.2021
Job overview
- Acted as subject matter expert in accounts receivable and denial management for medical claims processing.
- Performed follow-ups with U.S. healthcare payers via phone to confirm claim status and payment details.
- Analyzed denials related to eligibility, authorization, timely filing, and coordination of benefits.
- Reviewed EOB statements and payer portals to identify causes of denials for appropriate resolution.
- Initiated corrected claims and followed up on appeals based on established payer guidelines.
- Managed assigned aged accounts receivable, focusing on high-value collections for timely payments.
- Communicated with insurance representatives and stakeholders to ensure clarity on claims issues.
- Maintained comprehensive documentation of claims status, follow-up actions, and denial reasons.
- Served as a liaison between technical experts and business stakeholders to ensure alignment on project objectives and deliverables.
- Analyzed complex problems and provided actionable solutions to enhance operational efficiency.
Royal Enfield ShowroomChennai, Tamil Nadu
Accountant
01.2018 - 01.2019
Job overview
- Managed day-to-day accounting operations for the automobile dealership, ensuring accurate recording and reconciliation of financial transactions.
- Prepared and verified vehicle sales invoices, accessories invoices, service invoices, credit notes, debit notes, receipts, and payment entries.
- Maintained accurate accounting records for new vehicle sales, accessories, service, insurance, extended warranty, and other dealership revenue streams.
- Reconciled cash, bank, UPI, credit/debit card, and other payment collections with daily sales and accounting records.
- Managed accounts receivable and payable, including customer outstanding balances, vendor payments, and regular follow-up for collections.
- Maintained and reconciled vehicle inventory records, including vehicle purchases, sales, stock transfers, and registration-related transactions.
- Coordinated with banks and financial institutions for vehicle finance documentation, loan disbursements, payment confirmation, and reconciliation.
- Prepared daily sales reports, collection reports, outstanding reports, bank reconciliation statements, and monthly MIS reports for management review.
- Ensured accurate and timely payroll processing for over 200 employees, maintaining employee satisfaction and compliance with labor laws.
- Used accounting software to issue tax returns and prepare consolidated reports.
Education
Madras Christian CollegeChennai, India
Bachelor of Commerce from Accounting And Finance
05.2017
Kalaimagal Vidhya Mandir Higher Secondary SchoolChennai, India
High School Diploma
04.2014
Skills
Lean Six Sigma
Business process improvement
Process automation
Process mapping
Quality monitoring
Project management
Software integration
Team development
Workload balancing
Client relationship management
Coaching
Gap analysis
Business requirements documentation
Process modeling
Workflow documentation
KPI dashboards
Operational reporting
Data visualization
User acceptance testing
Change management
Emergency evacuation procedures
Evacuation drill coordination
Incident reporting
Safety audit support
Root cause analysis
Training facilitation
Additional Information
Won Gold medal in All India Nau Sanik Camp Held at Karwar
Software
Microsoft Tools
Interests
I like working with my hands and fixing things.
COIN Collections
Vintage collections
Auto Repair/Restoration
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Accomplishments
- Supervised team of 41 staff members.
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Languages
English
Bilingual or Proficient (C2)
Tamil
Bilingual or Proficient (C2)
Malayalam
Intermediate (B1)
Hindi
Elementary (A2)
German
Beginner (A1)
Timeline
Team Leader, Customer Service
Tata Consultancy Services(TCS)
11.2022 - Current
PROCESS EXPERT, PAYROLL MANAGEMENT
DEXIAN (Disys)
09.2021 - 11.2022
SUBJECT MATTER EXPERT (SME), ACCOUNTS RECEIVABLE
NTT DATA Services
02.2019 - 09.2021
Accountant
Royal Enfield Showroom
01.2018 - 01.2019
Madras Christian College
Bachelor of Commerce from Accounting And Finance
Kalaimagal Vidhya Mandir Higher Secondary School
High School Diploma