Microsoft Office Suite
Lijo Mon Joseph Pallikunnath
Assistant Manager Operations
Hyderabad,TG
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent 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. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
16
16
years of professional experience
1
1
Certification
4
4
Languages
Work History
Assistant Manager of Operations
HSBC
Hyderabad, Telangana
2024.02 - Current
- Managed daily operations, delegating tasks appropriately to ensure smooth functioning of the facility.
- Boosted customer satisfaction by addressing inquiries promptly and resolving issues effectively.
- Coordinated with other departments to improve overall company efficiency and effectiveness.
- Streamlined operations by implementing efficient workflow processes and procedures.
- Conducted regular staff meetings to foster open communication, teamwork, and feedback exchange among team members.
- Evaluated employee performance regularly, offering constructive feedback while recognizing outstanding achievements as appropriate.
- Contributed to long-term strategic planning, helping shape organizational goals and objectives through thorough analysis of past performance data.
- Enhanced employee productivity through regular training sessions and performance evaluations.
- Mentored new hires, guiding them through their roles while providing ongoing support for professional growth opportunities.
- Taught employees how to collaborate on daily job tasks and achieve service targets.
- Trained and guided team members to maintain high productivity and performance metrics.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Assistant Manager Operations
HSBC
Visakhapatnam
2017.05 - 2021.12
- Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
- Supervised operations team to support operational excellence and excellent customer service.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Performed statistical analyses to gather data for operational and forecast team needs.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Reduced operational risks while organizing data to forecast performance trends.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Trained and guided team members to maintain high productivity and performance metrics.
- Monitored key performance metrics to identify areas for improvement.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Developed systems and procedures to improve operational quality and team efficiency.
- Discussed Career Development Plans with team members.
- Empowered team to work effectively with minimum supervision.
- Delegated tasks to aspiring team members for hands on experience for their career growth.
Customer Service Executive
HSBC
Visakhapatnam
2011.12 - 2017.04
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Processed customer service orders promptly to increase customer satisfaction.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Handled customer inquiries and suggestions courteously and professionally.
- Provided primary customer support to internal and external customers.
- Responded to customer requests for products, services, and company information.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Assessed customer service trends and evaluated complaints to determine areas in need of enhancement.
- Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
- Responded Proactively and Positively to rapid change.
Customer Service Representative
Vodafone Essar Ltd
Visakhapatnam
2009.06 - 2011.12
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Updated account information to maintain customer records.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Handled customer inquiries and suggestions courteously and professionally.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Maintained up-to-date knowledge of product and service changes.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Sales Promoter
Vodafone Essar Ltd
Visakhapatnam
2008.06 - 2009.06
- Applied promotional tools to build product awareness, create consumer interest and stimulate product demand.
- Engaged customers and complied with company script requirements to promote and increase product sales.
- Provided product samples, coupons, informational brochures and incentives to persuade people to buy products.
- Set up product displays before demonstrations and checked after completing presentation to maintain attractive sales space.
- Communicated clearly and displayed positive energy and professional outward appearance to foster welcoming environment.
- Created and perfected various pitch promotions to attract customers toward products.
- Provided coupons, product samples and informational brochures to customers.
- Identified interest in customers by explaining products and services and initiating conversations.
- Recommended specific product options to meet customer needs.
- Resolved customer issues and concerns by listening attentively, identifying root issue and implementing best resolution possible.
- Worked within retail environments to boost product awareness, meeting and exceeding established sales goals.
Receiving Helper
Welcome Hotel Grand Bay
Visakhapatnam
2006.08 - 2007.12
- Maintained work areas by cleaning and straightening for maximum productivity and safety.
- Used hand trucks and forklifts to load, unload, and transport items.
- Followed supervisor instructions to complete tasks on time.
- Supported production needs by performing routine tasks using standard procedures and equipment.
- Used equipment properly to avoid workplace hazards or injuries.
- Maintained work records and logs to help management track production and generate reports.
- Weighed and measured items to prevent waste and meet quality standards.
Education
Bachelor's Degree - Commerce
Distance School of Education - Andhra University
VisakhapatnamNational Trade - Fitter
ST. Aloysius ITC
VisakhapatnamBoard Of Secondary Education - 10th
ST. Aloysius Anglo-Indian High School
VisakhapatnamSkills
Training and mentoring
Staff training/development
Coaching and mentoring
Relationship building
Delegation
Team Building
Escalation Management
SLA & PLA Management
People Management
Engagement Activities
Audit Compliance
Career Development Planning
Team Management
Process Migration
Time Management
Customer Service
Operational Excellence
Stakeholder Management
Communication Skills
Decision Making
Performance Management
Team work
Performance Appraisal
Conflict Resolution
Leadership
Software
Python
Data Science
Machine Learning
Certification
Course [Python, Data Science & Machine Learning] Training - [Dec'22 - Apr'23]
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Your time is limited, so don’t waste it living someone else’s life.
Steve Jobs
Timeline
Assistant Manager of Operations
HSBC
2024.02 - Current
Course [Python, Data Science & Machine Learning] Training - [Dec'22 - Apr'23]
2023-04
Assistant Manager Operations
HSBC
2017.05 - 2021.12
Customer Service Executive
HSBC
2011.12 - 2017.04
Customer Service Representative
Vodafone Essar Ltd
2009.06 - 2011.12
Sales Promoter
Vodafone Essar Ltd
2008.06 - 2009.06
Receiving Helper
Welcome Hotel Grand Bay
2006.08 - 2007.12
Bachelor's Degree - Commerce
Distance School of Education - Andhra University
National Trade - Fitter
ST. Aloysius ITC
Board Of Secondary Education - 10th
ST. Aloysius Anglo-Indian High School