Hi, I’m
MUKUNDA V
Deputy Manager
Bengaluru,Karnataka
Summary
Proactive manager with demonstrated leadership abilities, strategic planning expertise and problem-solving acumen. Assists senior managers with accomplishing demanding targets by encouraging staff and coordinating resources. Methodical and well-organized in optimizing coverage to meet operational demands. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
16
years of professional experience
10
years of post-secondary education
1
Language
Work History
Brinks India Private LimitedBangalore
Deputy Manager of Customer Service
07.2021 - Current
Job overview
- As Door Step Banking-CIT
- Customer Focus
- Develop a growth strategy focused both on financial gain and customer satisfaction
- Hunt and resolutely prospect new business
- Develop and actively manage own sales pipeline
- Arrange business meetings with prospective clients
- Discuss and analyses end user requirements to identify the correct company services to sell
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Build long-term relationships with new and existing customers
- Prepare sales contracts ensuring adherence to law-established rules and guidelines
- Operations:
- Managing team size of 100 + employees of Brinks India Private Limitedspread across 10 Districts in Karnataka with Branch for DSB Cash Management, &
- Followed through with client requests to resolve problems.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Took ownership of customer issues and followed problems through to resolution.
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
- Addressed potential cancellations and offered catered solutions to retain accounts.
- Created and reviewed invoices to confirm accuracy.
- Controlled resources and utilized assets to achieve qualitative and quantitative targets.
- Researched and observed emerging markets and market shifts to take advantage of potential leads and new markets.
- Kept accurate records to document customer service actions and discussions.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Developed and offered unique discount options to drive interest in new product lines.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Collaborated with marketing department to launch and manage promotional activities and campaigns.
- Generated customer satisfaction surveys to analyze results into action plans.
- Negotiated contracts with outside carriers to minimize costs to company and customers.
- Researched and corrected customer concerns to promote company loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Reconciliation of more than 1600 Point’s, and Cash in Transit, End to End
- Operational Activities, Risk Control & Compliance, Profit/Loss control for the
- State
- Responsible for Network & Hub Cash/CIT Operations-Maintain timely, accurate & effective communication with all local cash handling control managers with internal and external parties
- Heading CIT Reconciliation/Daily Reporting /CDP Monitoring Cell/ CIT Up time/Fleet
- Management /CDP Operations/Retail Cash Management/Business Development
- Identifying the fraud line activities at CIT /Reporting and action on the same by liaising with HR &Legal team
- Meeting with Clients /Banks for the reconciliation related Shortages/Deductions andPenalties
- Develop client proposals and present at stakeholder meetings, forecast future trends and orient strategies to capture maximum benefits
- Managing team size of large numbers of employees across the State for End to End CIT operational Activities
- Identify and explore new business opportunities within core and related business areas
- Network with influencers and stakeholders to build a positive image for the industry and the organization
- Set and achieve volume and profit objectives for existing business, drive sales and achieve verticals profitability and cost optimization objectives
- Operational Route planning & TAT’s -Maintain strong internal controls for CIT Cash Deposit location level and safeguarding against loss
- Maintaining client relationship, Reviews and drives improvements in cash management, ensuring financial obligations are met in accordance with Company policies andprocedures
- Delivering process improvements by working with operational work groups and leadership team
- Develop case studies, bestpractices, knowledge sharing across work groups and support Service
- Excellence leadership in multiple project deliverables
- Support on Business Process Re-engineering Project for the State as per organizational objectives
- Work with Internal stakeholders, External clients and support their operational excellence needs
- Improve Quality Assurance functions through frequent review of Error metrics, Dash boards
- Rework reduction projects and other methods
- Create and manage knowledge repository including transfer of knowledge and best practices
- Handle client case workload and case escalations
- Build successful relationships with colleagues and counterparts in order to deliver the best experience to external vendors and partners
- Understand and manage projects to control costs and ensure timelines are met
- Communicate with the team on a regular basis to ensure service level agreements (SLA) quality and adherence to specifications and timeline
- Communicate consistentlywith internal andexternal clients regarding customer care issues and help facilitate customer redemption processes
- Work with clients and vendor service teams to assist with client issue resolution
- Facility (Security Equipment’s) Management, Audit and Review at Locations
- Connectwith vendors to ensure PM/AMC happenswithinthe stipulated time for critical security equipment’s
Brinks India Private Limited, ATMBangalore
Deputy Manager-Reconciliation
07.2017 - Current
Job overview
- Supervising a Reconciliation Team of 9 members
- Drafting client wise regional receivable statement and ensuring its congruence with Finance Department all the times
- Accountable for providing support to Reconciliation Team as well as performing technical analysis on shortages & customerdisputes for streamlining operations
- Evaluating EJ & ATM logs; conclude deductions and take it to closure
- Evaluated suppliers to maintain cost controls and improve operations.
- Coordinated unloading merchandise from delivery truck.
- Supervised and motivated 180 staff employees.
- Offering recommendation to Banks & MSP with respect to ATM health, currency quality issues, etc
- Supervised and motivated 180 staff employees.
- Maximized resource utilization during [Type] projects to uphold strict budget targets.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Stayed up to date on changing product and service options to provide top-notch support to customers and employees.
- Maintain periodic MIS and trackers to monitor client-wise, bank-wise and region-wise performance
- Manage deductions pertaining to the region and resolve and recover
- Responsible for preparing 3 way reconciliation, reporting-daily (physical cash, ATM Cash and switch cash reconciliation) etc.
- Greeted and assisted customers with questions, concerns and purchasing needs.
- Functioned as point of contact for project administrators and managers focused on timely and successful completion of full lifecycles of assigned projects.
- Provided strategic allocation of resources to various departments and managers in alignment with needs.
CMS Sercuitas LimitedBangalore
Assistant Manager-Reconciliation
02.2013 - 06.2017
Job overview
- Supervising a Reconciliation Team of 9 members
- Drafting client wise regional receivable statement and ensuring its congruence with Finance Department all the times
- Accountable for providing support to Reconciliation Team as well as performing technical analysis on shortages & customer disputes for streamlining operations
- Evaluating EJ & ATM logs; conclude deductions and take it to closure
- Offering recommendation to Banks & MSP with respect to ATM health, currency quality issues, etc
- Maintain periodic MIS and trackers to monitor client-wise, bank-wise and region-wise performance
- Manage deductions pertaining to the region and resolve and recover
- Responsible for preparing 3 way reconciliation, reporting-daily (physical cash, ATM Cash and switch cash reconciliation), etc
- Evaluating EJ & ATM logs; conclude deductions and take it to closure
- Offering recommendation to Banks & MSP with respect to ATM health, currency quality issues, etc
- Maintain periodic MIS and trackers to monitor client-wise, bank-wise and region-wise performance
- Manage deductions pertaining to the region and resolve and recover
- Responsible for preparing 3 way reconciliation, reporting-daily (physical cash, ATM Cash and switch cash reconciliation), etc.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Mentored team members to enhance professional development and accountability in workplace.
- Strengthened merchandising and promotional strategies to drive customer engagement and boost sales.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Established team priorities, maintained schedules and monitored performance.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Developed detailed plans based on broad guidance and direction.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
AGS Transact Technology Service (India) Pvt. LtdBangalore
Technical Expert
03.2012 - 02.2013
Job overview
- Performed testing activities for various electromechanical equipment
- Looked after refurbishing and testing of Banking Automation Machine in an effective manner
- Carried out installation & configuration of CCDM & Multi-functional Wincor ATMs like PC 1500xe/2100xe/2050/280 & PC4000 & Currency Sorters and Kiosk
- Well versed with various concepts of ATM integration with Hosts, PROCASH NDC/DDC Software, Wincor ATM H/W
- Models like PC 1500xe/2100xe/2050xe/ 280 & 281/PC4000, ATM Machines Servicing of all types Wincor Nixdorf Machine
- Provided efforts towards the troubleshooting of several models and network issues in an effective manner
- Demonstrated excellence in providing services to bank ATM’s, Kiosks, Cash Deposit, Currency Sorting Machine, etc
- Accountable for troubleshooting and testing of Electromechanical Equipments
- Implemented process improvements to smooth development cycle and increase collaboration.
- Diagnosed and troubleshot hardware, software and network issues.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Configured and tested new software and hardware.
- Installed, configured and maintained computer systems and network connections.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Patched software and installed new versions to eliminate security problems and protect data.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Researched and identified solutions to technical problems.
- Monitored system performance to identify potential issues.
- Generated reports to track performance and analyze trends.
- Developed and implemented preventive maintenance procedures.
- Helped streamline repair processes and update procedures for support action consistency.
- Offered assistance in implementing and developing training programs.
- Configured hardware, devices, and software to set up work stations for employees.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Installed and configured operating systems and applications.
Enovatek Technology Services Pvt. LtdBangalore
Sr. Service Engineer
02.2009 - 03.2012
Job overview
- Instrumental in overseeing repair & refurbishment of ATM modules like Dispenser Modules, Card Readers, Printers and Depository Modules in an effective manner
- Performed industry tests and evaluations of performance in order to collect data and optimize equipment.
- Worked frequently with mechanical and plumbing systems to complete knowledgeable inspections and skilled repairs.
- Reviewed technical documentation to complete equipment maintenance and repair.
- Performed troubleshooting and repair for complex electrical equipment.
- Diagnosed and resolved machine operation variations and equipment problems.
- Adjusted machine settings to maximize performance and equipment longevity.
- Investigated and corrected mechanical problems with machinery.
- Visually inspected and tested machinery and equipment, performing routine preventive maintenance.
- Completed partial or full dismantling of equipment to quickly repair or replace defective components and restore functionality.
- Documented maintenance activities and confirmed compliance with relevant regulations.
- Resolved customer complaints in prompt, polite and professional approach.
- Trained and supervised staff on equipment maintenance and safety procedures.
- Developed preventive maintenance schedules to minimize downtime and optimize performance.
- Cleaned and lubricated parts to keep equipment operating at peak performance.
- Dismantled defective machines and equipment and installed new or repaired parts.
Thyssenkrupp ElevatorsBangalore
Technician
09.2007 - 02.2009
Job overview
- Completed job reports and logs immediately following service calls.
- Maintained quality assurance and customer satisfaction objectives.
- Performed complex mechanical alignments and equipment calibration to meet quality standards.
- Organized work to meet demanding production goals.
- Inspected equipment to identify areas of wear or causes of malfunctions.
- Addressed routine equipment maintenance according to established schedule.
- Scheduled maintenance and repair tasks in alignment with production deadlines to reduce bottlenecks.
- Maintained compliance with regulatory standards and safety requirements.
- Suggested specialized fixtures, test equipment and procedures for failure analysis.
- Observed equipment operation to diagnose and troubleshoot reported issues.
- Mentored junior technicians in maintenance, repair and reporting duties.
- Applied critical thinking and research to address complex issues.
- Tested components and systems to evaluate performance and identify concerns.
- Drafted preventive maintenance schedule to support equipment longevity.
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Tracked and recorded parts and labor costs related to each service call.
- Followed established procedures for inspection of belts, drives and motors, performing needed maintenance.
- Tended to machines, troubleshot malfunctions and completed basic repairs to keep equipment fully functional and well-maintained.
- Tested systems, noting issues and completing preventive maintenance.
- Sewed fringe, tassels and ruffles onto drapes and curtains and buttons and trimming onto garments.
- Worked with diverse types of weather and ground conditions.
- Maintained strong focus on safety and efficiency to provide comprehensive support to personnel performing skilled repairs.
- Patched holes, sewed tears and ripped seams or darned defects using needles and thread or sewing machines.
- Liaised with internal departments to optimize productivity and efficiency.
- Measured and hemmed curtains, garments, and canvas coverings to size using tape measures.
- Demonstrated to customers proper methods for operating equipment after it had been installed.
- Inspected, evaluated and calibrated electrical and mechanical systems and components.
- Stamped grommets into canvas using mallets and punches or eyelet machines.
- Wrote and revised maintenance procedures.
- Trimmed cut or torn fabric using scissors or knives and stitched trimmed edges together.
Education
Indian School of Management & Engineering
Diploma from Electronics Engineering
04.2001 - 04.2011
ITI, Acharya Institute
from Electronics Mech
Skills
Cash Management Diploma in Electronics Engineering (Electronics Mech) with nearly 7 years ofReconciliationexperience in ATM industryPresently associated with CMS Securitas Ltd, Bangalore as ReconciliationInstallation & ConfigurationManager-ATM (South Region)Sound knowledge of ATM Machines Servicing of all types of modulesTechnical Support(Wincor Nixdorf & NCR Corporation)Hands-on-experience in areas like Service Operations, Material ManagementNetwork OperationsCash Management and ATM (Hardware)Operations & MaintenanceDeft in implementing maintenance schedules for mechanical equipment, carrying-outPeriodic checks on equipment to ensure operational performance and preparingErection & Commissioningtechnical documents for the sameExpertise in monitoring material management in coordination with internal & externalTestingdepartmentsVendor ManagementExcels in evaluating the daily performance of the ATM’s operational services andRecommending upgrades and maintenance accordinglyTraining Skilled in handling erection & commissioning of various equipment and conductingInspections for operational efficiencyKey Account Management Adroit in performing service operations with focus on implementing policies &Documentationprocedures to improve process along with cost effectiveness mannerProficient in monitoring ATM like daily updating of cash position of machine and itsQuerySuccessfully visited to various locations like Delhi for 7 months, Mumbai for 3Months, Kolkata for 3 months and Malaysia for 1 month during the deputationPeriodDistinction in working on SAP for data entry of the consumed parts in repair activityFrom 2 yearsWorked in leading organizations like AGS Transact Technology Service (India)Pvt Ltd, Bangalore, Enovatek Technology Services Pvt Ltd, BangaloreThyssenKrupp Elevators, BangaloreAn innovative & loyal professional with strong leadership, decision makingAnalytical and problem solving skillsLeadership: Driving the organizational mission through employees & supports motivation of employees in organization Management: Overseeing operations of the organization, implementing plans, managing human & physical resourcesHighlightsInstrumental in resolving troubleshooting and carrying testing of Electromechanical EquipmentSkillfully performed erection & commissioning activities of Elevator & EscalatorIT SKILLSWell versed withMS Office, IT Networking, Hardware and Internet Applications
Customer Relationship Management Software (CRM)
Exceptional interpersonal communication
Effective workflow management
Team Building
Schedule Management
Excellent time management skills
Staff Management
Administrative support
Account updates
Skilled trainer
Cash Handling
Complaint resolution
Technical Support
Training and mentoring
Microsoft Outlook, Word and Excel
Effective problem solver
Account management
Process improvement specialist
MS Office expert
Customer-focused
Negotiation expert
Shipping, receiving and warehousing
Adherence to high customer service standards
Customer Relations
Budgeting and reporting
Exceptional telephone etiquette
CRM
Timeline
Deputy Manager of Customer Service
Brinks India Private Limited
07.2021 - Current
Deputy Manager-Reconciliation
Brinks India Private Limited, ATM
07.2017 - Current
Assistant Manager-Reconciliation
CMS Sercuitas Limited
02.2013 - 06.2017
Technical Expert
AGS Transact Technology Service (India) Pvt. Ltd
03.2012 - 02.2013
Sr. Service Engineer
Enovatek Technology Services Pvt. Ltd
02.2009 - 03.2012
Technician
Thyssenkrupp Elevators
09.2007 - 02.2009
Indian School of Management & Engineering
Diploma from Electronics Engineering
04.2001 - 04.2011
ITI, Acharya Institute
from Electronics Mech
04.2007