Prabhakaran M
People Manager
Chennai,TN
Summary
Manager
Seeking a management position with an opportunity to play a direct role in the growth and
success of the organization, with an objective of long-term growth and a drive to accomplish
individual and organizational goals mutually beneficial and personally satisfying.
Overview
10
10
years of professional experience
2
2
years of post-secondary education
Work History
Deputy Manager (Team Manager)
Axis Bank
03.2023 - Current
Client Service Coach (Assistant Team Manager)
CITI BANK
12.2019 - 02.2023
- Handling a team of 17+ members for Citi Credit Cards and Banking products
- Tracking sales for the team to achieve the targets and generate revenue for the bank
- Deliver tailored, inspirational and effective coaching to the officers
- Consistently and effectively implement the performance management process as a leadership tool to help employees maximize the performance
- Analyze performance data, identifying opportunities to further drive Customer satisfaction
- Service levels, Sales Point rate, Average Handling time, Profitability, Schedule adherence Etc.
- Handling escalations and ensure that the resolutions given with TAT and following the SLA
- Ensuring process efficiency by achieving nil errors with high service quality delivery for the team
- Preparing quarterly performance report and presenting to the Senior Management
- Bolstering the existing process by conducting continuous process improvement (E.g., checklist revamp, published repeat journey reviews)
- Handled a Project as a Team Supervisor for "Non-Employees-Tele Performance
Phone Officer
CITI BANK
02.2017 - 12.2021
- Resolving the queries of existing customers based on application status, CC payment patterns, bill structures (item-wise), calculations, bill payments, etc.
- Up selling of CC loans and other products according to each customer's requirements
- Achievements:
- Mentored multiple Digital batches on cards product and have achieved Best Quality scores and lowest AHT
- Recognized for achieving multiple client appreciation for customer service excellence
- Awarded for the Best Team with high NPS/RSAT/FCR% for Q4'20
- Score card topper on training and coaching related for Customer experience lead.
Senior Consultant
Sutherland Global Services
09.2014 - 12.2016
- Worked as a Senior Consultant for Amazon.co.uk, doing customer support and retention there by adding to the Amazon's revenue, Involved Client's account maintenance
- Also worked as a tech support by providing standard to moderately complex technical support to Customers with home based and small business products
- Achievements:
- Awarded as "Best performance in Customer Support" for the month of December
Education
BCA - Computer Application/Commerce
Mazharul Uloom College (Thiruvalluvar University)
Highschool diploma - Commerce
Highschool diploma - Maths, Science
MBA - Finance, HR
SwamI Vivekananda University
Meerut 03.2021 - 03.2023
Skills
Sales Strategies
Decision-making capabilities
Staff Training and Development
Sales and Marketing
Team building
Employee Development
Professionalism
Reliability
Negotiation
Policy Implementation
Investigation techniques
Public Speaking
Professional Demeanor
Conflict resolution skills
Professional ethics understanding
Strong analytical skills
Training and mentoring
Expertise in subject matter
Customer Focus
Innovative thinking
Strategic Thinking
Timeline
Deputy Manager (Team Manager)
Axis Bank
03.2023 - Current
MBA - Finance, HR
SwamI Vivekananda University
03.2021 - 03.2023
Client Service Coach (Assistant Team Manager)
CITI BANK
12.2019 - 02.2023
Phone Officer
CITI BANK
02.2017 - 12.2021
Senior Consultant
Sutherland Global Services
09.2014 - 12.2016
BCA - Computer Application/Commerce
Mazharul Uloom College (Thiruvalluvar University)