Summary
Overview
Work History
Education
Skills
Timeline
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Joseph Amaresh

Joseph Amaresh

Bangalore

Summary

Highly-qualified Operations Supervisor successful at taking on routine and complex business challenges with resourceful and creative approach. Recognized as driven, dedicated and hard-working leader with history of streamlining operations and increasing productivity.

Overview

17
17
years of professional experience

Work History

Operations Team Leader

Concentrix
Bangalore
08.2021 - Current
  • Manage a Team of 20+ agents
  • Responsible for providing the day-to-day supervision to a group of associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements.
  • Impart effective coaching to direct reports, ensuring consistent high-performance delivery.
  • Identify performance related issues, develop an action plan for improvement and implement corrective actions.
  • Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’) and financial expectations.
  • Communicate expectations to employees and provide timely updates.
  • Provide subject matter expertise in handling escalated customer calls as needed.
  • Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities.
  • Stay current on internal work processes, policies, and procedures. Attend the required manager development training programs.

Senior Quality Executive

Concentrix
Bangalore
08.2017 - 07.2021
  • Trained personnel on quality assurance methods and techniques.
  • Created detailed reports to track quality assurance metrics.
  • Collaborated with cross-functional teams to develop strategies for improving product performance and reliability.
  • Reviewed current standards and policies.
  • Established product specifications and quality assurance practices.
  • Maintained updated knowledge through continuing education and advanced training.

Senior Customer Service Executive

Concentrix
Bangalore
11.2014 - 07.2017
  • Provided top quality control and eliminated downtime to maximize revenue.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Managed a team of 10+ Customer Service Representatives ensuring they provided excellent customer service at all times.
  • Monitored incoming calls and emails from customers to ensure quality standards were met.
  • Mentored junior team members and managed employee relationships.
  • Trained and mentored new customer service executives to speed onboarding process.
  • Collected deposits or payments and arranged for billing.

Senior Technical Support Officer

Convergys
Bangalore
02.2009 - 12.2011
  • Answered user inquiries to resolve computer software or hardware operation problems.
  • Assisted in the installation of new hardware and software systems on clients' computers.
  • Provided guidance to junior team members when needed.
  • Read technical manuals, conferred with users, or conducted computer diagnostics to investigate and resolve problems.
  • Provided technical support to customers through phone, email and online chat.
  • Troubleshot hardware and software issues for customers remotely.
  • Maintained positive working relationship with fellow staff and management.

Senior Customer Support Representative

Convergys
Bangalore
12.2006 - 01.2009
  • Maintained positive working relationship with fellow staff and management.
  • Informed customers about billing procedures, processed payments and provided payment option setup assistance.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Provided high-level customer service to resolve escalated customer inquiries.
  • Educated customers on special pricing opportunities and company offerings.

Education

Bachelor of Commerce - Financial Accounting

St Joseph's School
Bangalore
05-2004

Skills

  • Staff Training
  • Team Member Training
  • Staff Development
  • Quality Assurance
  • Regulatory Compliance
  • Operations Management
  • Performance Monitoring
  • Staff Supervision
  • Team Training
  • Production

Timeline

Operations Team Leader

Concentrix
08.2021 - Current

Senior Quality Executive

Concentrix
08.2017 - 07.2021

Senior Customer Service Executive

Concentrix
11.2014 - 07.2017

Senior Technical Support Officer

Convergys
02.2009 - 12.2011

Senior Customer Support Representative

Convergys
12.2006 - 01.2009

Bachelor of Commerce - Financial Accounting

St Joseph's School

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Joseph Amaresh