Keerthana VK
Chennai
Summary
To work in an environment which exploits my talent and presents me with challenging ventures, which will enable me to contribute towards the betterment of the organization and personal growth
Overview
11
11
years of professional experience
1
1
Certification
Work History
Associate Manager
Standard Chartered Bank GBS
01.2017 - Current
- Handling Phone Banking Team as a lead for the officers
- Handling escalations & providing satisfying resolution to client
- Initiate and strive towards achieving set targets and service standards.
- · Handling a team of 20 FTE
- · In charge of day to day management of team and accountable for their results – includes their AHT , sales , quality etc.
- · Set targets reviews result, deal with individual performance and manage delivery of KPIs
- · Manage , motivate and train team to ensure that performance is optimized
- · Identify & report training needs.
- Assist teams in improving productivity.
- Ensure that team is not providing any incorrect information or mis-selling to customers.
- · Handle escalations .
- · Responsibility to review team structure / capacity plans .
- · Set and monitor job description and objectives for direct reports and provide feedback and rewards in line with their performance against those responsibilities and objectives.
User Service Operation (Live Chat)
Sulekha.com
01.2013 - 01.2016
- Handled Users and Customers through online chats to fulfill their local commerce needs
- Multi-skilled to handle both inbound and outbound calls & chat to collect the feedback from customers.
Education
Master of Business Administration - Human Resource
Madras University
01.2018
Bachelor of Engineering - Computer Science
SKR Engineering College
01.2013
Skills
- Word
- Excel
- Power point
- English
- Tamil
- Telugu
Certification
2023, Certified Lean Six Sigma AI Yellow Belt
Honors And Awards
- 2022, Awarded with best Team Lead/Manager
- 2023, Awarded with Make a Difference(Top Performer)
Activities
Leadership, 2021, Now, Ability to communicate clearly and articulate thoughts and ideas. Team player, ability to work in fast paced, multi-tasking environment.
Personal Information
- Date of Birth: 04/30/92
- Gender: Female
Timeline
Associate Manager
Standard Chartered Bank GBS
01.2017 - Current
User Service Operation (Live Chat)
Sulekha.com
01.2013 - 01.2016
Master of Business Administration - Human Resource
Madras University
Bachelor of Engineering - Computer Science
SKR Engineering College
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