Summary
Overview
Work History
Education
Skills
Timeline
AdministrativeAssistant
Prabhakaran M

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)

Highschool diploma - Commerce

Highschool diploma - Maths, Science

Prabhakaran MPeople Manager