POOVARAGHAVAN. P
Customer Service - Operations Manager
Bengaluru,KA
Summary
Accomplished Manager with 15+ years of success orchestrating operations and leading employees. Expert in Process improvement, Procedure development, Revenue generation & Cost reduction. Managed Contact center operations & setup, Client management, Back Office operations, Planning & service management and Internal control/audit. Robust background encompassing problem resolution, business development and customer relations.
Overview
2
2
Certifications
15
15
years of professional experience
Work History
Manager - Customer Service
WIBMO INC
01.2020 - Current
- Responsible for day-to-day operations of call center receiving 120,000 inbound calls per month and placing potential members to assist with their questions, billing issues and/or technical issues.
- Responsible for organizational planning, staffing, training, and directing and managing operations to meet business objectives.
- Drives operational performance to improve customer satisfaction through effective forecasting, staff planning and workforce optimization.
- Analyze call center metrics, service levels and other performance indicators and recommend initiatives to improve service levels, the work environment and to reduce expenses.
- Analyze and track team’s performance against defined metrics and drive continuous process improvement.
- Established monitoring metrics for call center to provide superior customer service on all calls.
- Managed schedule to ensure appropriate staffing coverage during operation hours of 9AM – 9PM.
- Managed Call Center Supervisors and team of 130+ Member Service Representatives.
- Assists facilitate and support Recruitment with the interview and selection process for attrition and projects.
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
- Controlled costs and optimized spending via restructuring of budgets for labor, inventory purchasing and technology upgrades.
- Prepared and recommended long-range plans for development of Outbound department.
- Cross-trained existing employees to maximize team agility and performance.
Assistant Manager
HSBC Electronic Data Processing India Pvt Ltd
, India
05.2005 - 06.2019
- Leading a team which manages Customer Screening and Account opening for domestic NTB clients.
- Responsible for conducting Quality Check for the RBWM accounts, opening on daily basis.
- Responsible for verifying the KYC information and the documents of the customer at the time of opening the account.
- Responsible for BLUE PRISM automation for Account Opening team.
- Responsible for automating account conversion project.
- Responsible for handling various accounts servicing request.
- Responsible in conducting various health checks for the Business when required in terms of system & application usage on the production environment.
- Have supported FATCA & CRS deployment on production environment.
- Responsible for bringing down the error rate from 9% to less than 1% while onboarding a customer account.
- Responsible in conducting training to staffs, related to product & processes.
- Responsible in maintaining error threshold while performing maintenance & opening accounts.
- Responsible for reviewing process and performing changes when required on timely basis.
- Project lead for Chennai for the new site migration.
- Responsible for planning and implementation of all IT projects / migrations and ensure standards and deadlines are met.
- Responsible for implementing the contact center infrastructure for Hyderabad & Vishakhapatnam.
- Involved in creating Application profile access for all the users (Chennai, Hyderabad & Vishakhapatnam Contact Centre) using the HUB application software & managingthem.
- Involved in Project ONE HSBC release for the contact Centre.
- Implemented and monitored statistical reports to ensure the highest levels are achieved in sales, call volumes, criteria.
- Responsible for providing training for Assistant Managers, Team leaders & Team members on various support required for the Operations.
- Responsible for monitoring the abandoned% for all the skill sets and implementing changes in maintaining the same as per the business standards.
- Responsible for changing the scheduling as per the call volumes, system downtime etc.....
- Responsible for tracking the call type in case of heavy call flow and highlighting the management accordingly and implementing changes when required.
- Responsible for monitoring the agents as well as preparing report on the call handling via RTA client.
- Responsible for monitoring the officer’s adherence on daily basis.
Education
Bachelor’s degree - Electronic Science, Science
University of Madras through Jaya College of Arts
Skills
Customer service specialist
undefinedWork Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Certification
Microsoft Certified Systems Engineer on Windows Server 2003.
Timeline
Manager - Customer Service
WIBMO INC
01.2020 - Current
Microsoft Certified Systems Engineer on Windows Server 2003.
03-2010
Assistant Manager
HSBC Electronic Data Processing India Pvt Ltd
05.2005 - 06.2019
Bachelor’s degree - Electronic Science, Science
University of Madras through Jaya College of Arts
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