PRASSAN KUMAR S
Deputy Manager - Customer Relationship
Chennai
Summary
Passionate Deputy Manager with excellent customer service and leadership talent. Adept in investigating and handling customer issues and complaints. Strong skills in training and adhering to Standard Operating Procedures(SOP) and Key Performance Indicators(KPI). Committed to ensuring the safety,cleanliness and reliability of operations, while maintaining a strong focus on cost efficiency.
Overview
7
7
years of professional experience
8
8
Certifications
Work History
Deputy Manager
HDFC Bank
Chennai
01.2023 - Current
- Improve customer service experience, create engaged customers and facilitate organic growth as per KPI.
- Control resources and utilize assets to achieve qualitative and quantitative targets. Adhere to and manage approved budget.
- Recruit, mentor and develop customer service agents and nurture environment where they can excel through encouragement and empowerment
- Maintained, documented and presented progress reports to leaders.
- Overseeing relationship with customers handled by your team. Understanding key customer individual needs and addressing these.
- Supervised and motivated 15 staff employees. Assumed senior management workloads in absence of general manager to maintain operations continuity.
Inside Sales Specialist
Skill-Lync
Chennai
07.2022 - 12.2022
- Managed friendly and professional customer interactions.
- Utilized data and analytics to identify target markets and understand customer needs.
- Used CRM software to maintain detailed contact logs and account records.
- Met and exceeded sales targets to contribute to overall sales goals and revenue of company.
- Prepared reports to keep management informed of sales activities and progress.
Senior Executive - Cabin Appearance
Indigo Airlines
Chennai
03.2017 - 06.2022
- Holding safety briefing and debriefing sessions for cleaners and staffs to maintain cleaning and safety standards.
- Conducting internal audits periodically on cleaning standards, documentations and maintaining records for the same.
- Conducting periodical checks for vacuum,shampooing machines,trestles,Generator sets and other equipments and maintaining records for the same.
- Monitoring internal and external cleaning activities with SOP and ensuring safety and cleanliness of flight.
- Ensuring cleaning and fumigation solutions are mixed with proper proportions so that cleaning chemicals are formulated to work best at certain dilution ratios.
- Sending daily reports and documentation on aircraft operations to head of the department.
- Planning roster on monthly basis and allocating teams for operations.
- Giving coaching and training on new recruits on KPI,SOP,Safety hazards and cleaning procedures.
- Inventory stocks to ensure that supplies are available in adequate amount.
- Managed over 150+ Service partners and 15+ Staffs.
- Reduced the cost of supply by bringing onboard a less expensive vendor and given suggestions on cost controls.
Education
Bachelor of Engineering - Aeronautical Engineering
St.Peter's University
Chennai,India 03.2011 - 04.2015
Diploma - Fire And Safety Engineering
Bright Vision Academy
Chennai,India 04.2012 - 04.2013
Skills
Cost Control
Line Management
Financial Management
Staff Management
Training and Development
Safety Oversight
Auditing
Customer Relationship Management
Team Leadership
Operations & Service work
Key Performance Indicators
Accomplishments
- Completed BICS Certifications with regards to Cleaning standards.
- Recognized with safety start award in Indigo Airlines.
- 1000+ Appreciations from customers and staffs in Indigo Airlines
- Tried and implemented cost cutting ideas by replacing the vacuum machine parts in Indigo Airlines
- Rated as Over-Achiever 2019-2020 & 2020-2021 in Indigo Airlines.
- 200% sales target achieved in Skill-Lync and consistently maintained high customer satisfaction ratings.
- Developed relationship with new clients and typically exceeded sales goals by 150% in HDFC Bank within 06 months.
- Received Best and Boldest award in HDFC bank for handling team's service to the customers, sales and hygiene parameters.
Certification
Fire and Safety Engineering
Timeline
BICS - Hand Hygiene
12-2023
BICS - Robotics Automated Cleaner
12-2023
BICS - Chemical Hazard Pictograms
12-2023
NISM - Mutual Funds
08-2023
BICS - Understanding Color Coding
05-2023
BICS - Understanding PPE
05-2023
IRDAI - Banking Insurance
04-2023
Deputy Manager
HDFC Bank
01.2023 - Current
Inside Sales Specialist
Skill-Lync
07.2022 - 12.2022
Senior Executive - Cabin Appearance
Indigo Airlines
03.2017 - 06.2022
Fire and Safety Engineering
03-2013
Diploma - Fire And Safety Engineering
Bright Vision Academy
04.2012 - 04.2013
Bachelor of Engineering - Aeronautical Engineering
St.Peter's University
03.2011 - 04.2015