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 ofundefined
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
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