PALANIAPPAN M
Chennai
Summary
An accomplished team player with extensive and diversified experience in E-commerce platform, Health Insurance, Banking and Travel Sectors with knowledge about B2C and B2B. Worked the way up handled different set of customers and enhance their journey by simplify their needs by implementing self service options. Excel in leading teams to surpass productivity targets and enhance customer satisfaction. Skilled in Microsoft Office and adept at effective communication, I've successfully trained employees, improved processes, and achieved a 98% adoption rate in coaching initiatives, showcasing adaptability and a commitment to excellence.
Overview
6
6
years of professional experience
Work History
Team Lead
Hexaware Technologies - BPS
Chennai
04.2024 - Current
- Created Enhanced IVR for different Voice LOB's and updated them based on update from clients
- Was responsible for doing quality checks on a weekly basis to share the analysis with the L&D team, to work on soft skill parameters
- Onboarded and trained a new employee in the relevant LOB, according to the headcount requirement shared from the client side
- Managed the Value-added Services Desk, which produced a conversion rate of 70% in terms of generating revenue related to the premium services offered
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard
- Developed strategies to increase team productivity and improve customer satisfaction
- Worked with different stakeholders from client side to ensure timely resolution is provided to customers
- Conducted performance appraisals for team members, providing feedback and identifying areas of improvement
- Monitored team performance against targets, taking corrective action where necessary
Deputy Manager
ICICI Bank
Chennai
09.2023 - 04.2024
- Gone through a training program of 20 days to understand Retail Viabilities and Credit Card Operations
- Handled over 200 contacts in On Job Training program for understanding the process
- Managing a Team of 20 Multi Skilled Officers, which is the pilot batch for Multi Skilling
- Actively responsible for Cross-selling, 'SH ABT for the team on Skill sets on phone banking Operations
- On a daily basis, detractor analysis is done, and relevant feedback and coaching are provided to officers to improve customer experiences.
- Cross Selling Activity of LDH & DH, VCCH, VH, AVH, SJ, and ZS are being monitored and efficiently handled to improvise the same
- Penetration testing Audit is conducted to identify error percentage and implement relevant training sessions for minimizing errors
Assistant Manager
Star Health and Allied Insurance
Chennai
10.2022 - 09.2023
- Handled around 200 contacts in first two months for understanding Insurance Line of business
- To identify focus points
- Played a vital part of upgrading Standard of training Officers for betterment of Customer Experience
- Taken up projects on identifying Area of Improvements and Analysis for bridging knowledge gaps
- Prepared SOPs for repeated contacts to reduce Average handling time
- Was integral part in establishing team called, referred Service Managers for enhancing Customer delight
- Managed a Team of 50 Officers, 8 Team Leaders for voice inbound operations
- Introduced One on One Feedback coaching delivery system to improve performance aspect and understanding
Associate Professor Continuing Education
Sutherland Global Services
Chennai
09.2020 - 10.2021
- Worked as process Trainer for Seller and Vendor operations
- Owned new hire training batch during training & nesting phase
- In maintaining track record of their key metrics
- Have been instrumental in updating modules related to training for multiple VO
- Played vital role in progressing refresher sessions for Tenured folks
- Actively participated in client calibrations to discuss on areas of opportunities and updates
- Was responsible for Scheduling Learning activities, Facilitating and tracking outcome, preparing Questionnaire for training on monthly basis
- Based on previous new hire batches score records, action plan and improvement details could be shared to client
Senior Associate / Team Lead
Sutherland Global Services
Chennai
10.2018 - 08.2020
- Handled 15 Associates as Team lead for Seller/Vendor Support operations including service level maintenance
- Worked varied hours to meet seasonal and business needs
- Promptly mediated disputes between associates to promote better collaboration and avoid work disruptions
- Was responsible for weekly audits of contacts handled according to Client based criteria (ATMG) and provided feedback and coaching on 1 on 1 sessions
- ATMH CSAT & DSAT audit related coaching documentation used to be captured in local SNMS tool along with adoption rate for coaching sign off from individuals were at 98%
Associate
Sutherland Global Services
Chennai
06.2019 - 09.2018
- Handled over 4000 Customer Service calls in First Six Months
- Was promoted as SME and managed a team of 10 Associates for Customer Service Operations
- Served as influential contributor for process development projects
- Gave hands on experience in Handling contacts across different channels such as Phones, Email & Chat
Education
Engineering - Computer Science Engineering
Saisha Institute of Technical Science
Chennai01.2014
Bigh School Diploma -
Sri Sankara %idyashramam MBSS
Chennai01.2012
Skills
- Ability to Work in a Team
- Adaptability
- Effective Time Management
- Communication Skills
- Microsoft Office
- Customer Service
- De-escalation Techniques
- Interpersonal Skills
- C&M Tool Usage
- Multitasking & Prioritization
- Training development aptitude
Languages
- Tamil
- English
- Hindi
- Telugu
Personal Information
Gender: M
Languages
Tamil
First Language
English
Advanced (C1)
C1
Hindi
Intermediate (B1)
B1
Telugu
Elementary (A2)
A2
Timeline
Team Lead
Hexaware Technologies - BPS
04.2024 - Current
Deputy Manager
ICICI Bank
09.2023 - 04.2024
Assistant Manager
Star Health and Allied Insurance
10.2022 - 09.2023
Associate Professor Continuing Education
Sutherland Global Services
09.2020 - 10.2021
Associate
Sutherland Global Services
06.2019 - 09.2018
Senior Associate / Team Lead
Sutherland Global Services
10.2018 - 08.2020
Engineering - Computer Science Engineering
Saisha Institute of Technical Science
Bigh School Diploma -
Sri Sankara %idyashramam MBSS
Similar Profiles
Appu RaviAppu Ravi
Senior Executive at Hexaware Technologies BPSSenior Executive at Hexaware Technologies BPS
Saif BagkariSaif Bagkari
Sr Executive at Hexaware Technologies(BPS Division)Sr Executive at Hexaware Technologies(BPS Division)
Chirag AdakChirag Adak
Senior Executive at Hexaware Technologies Limited BPSSenior Executive at Hexaware Technologies Limited BPS