Rajesh K M
Chennai
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Self-motivated Operations Manager successful in collaborating with consultants, area leaders and employees to streamline and strengthen processes and control costs. Highly organized and detailed collaborator with solid record of accomplishment in meeting and exceeding business targets.
Overview
17
17
years of professional experience
Work History
Manager of Operations
BANK BAZAAR.COM
Chennai
12.2015 - Current
- Credit Cards - Handling 280 member's team on revenue generation through application submission
- Managed scheduling, training and inventory control.
- Recruited, hired and trained crew members on application of projects, customer relations and customer service.
- Addressed customer concerns with suitable solutions.
- Built strong operational teams to meet process and production demands.
- Motivated and evaluated personnel for performance improvement and goal achievement.
- Hired and onboarded team members to meet immediate and expected demand.
Team Leader
eNoah i solution (P) LTD
05.2010 - 09.2015
- Analyzing insurance policies, certificates and renewals
- Reporting compliance deficiencies and certificate discrepancies
- Identifying mis-imaged insurance documentation for correct imaging by the lender
- Responsible for weekly and monthly client con-calls, client trainings and updates
- Responsible for monitoring, evaluating & coaching the team in critical parameters
Senior Customer Service Executive
SITEL BPO
08.2009 - 05.2010
- Responsible for Inbound customer service for DELL, States)
- First level Trouble shooting through process checks & installation manuals
- Trouble Shooting Dell systems across United States through remote access
- Trouble shooting virus software installation
- Up selling, DELL product to customers with respect to the clienteles requirements
- System up gradation & billing according to the customer's prerequisite
- Follow up, sales calls & impending customers
- Provide directions to the team, ensure targets are met
- Identify training needs within the group & provide feedback
- Facilitating huddles with the team to analyze performance and developing strategies to achieve targets
- Enhance sales revenue by driving the new agents & taking escalation calls
- And assisting them accordingly
- Handling process related Escalations
- Escalate problems if need be through specified channels.
Supervisor
LYCATEL BOS (P) LTD
11.2006 - 06.2009
- To lead the team of 35 associates and deliver on performance parameters
- Handling a team of Level 2 (Subject Matter Experts and Quality Analysts) agents responsible for the process with strength of 130 associates
- Responsibilities of the Level 2 team are to audit calls, provide feedback, floor support, escalations, process and product training and outlier management
- Provide directions to the team, ensure targets are met & compliance adherence
- Assist with training & identify training needs within the group & provide feedback
- Mentor and assist new hires
- Facilitating huddles with the team to analyze performance and developing strategies to achieve targets
- Handling all team Escalations
- Escalate problems if need be through specified channels
- Provided ongoing training to address staff needs.
- Reviewed completed work to verify consistency, quality and conformance.
Call Center Executive
DATA TELESIS
Chennai
01.2006 - 10.2006
- Handling incoming calls from the United States, specializing in Health Industry & Dentistry
- Coordinating the patient schedule with leading Dentist in the United States
- Rescheduling appointments according to the Patients convenience & requirements
- And keeping the Doctors updated about the changes in the schedule
- Forwarding the patients historical data & diagnosis in advance, so that the respective Doctors get enough time to study the case in detail
- Insurance checks to make sure the patient are covered & verify all insurance documents before the schedule.
Education
BBA -
Annamalai University
Chennai03.2009
Skills
- PERSONALITY
- LANGUAGES
- Good communication - written and oral skills
- Excellent conceptual and analytical skills
- Effective interpersonal skills
- Communicative Punctuality
- Creativity Organized
- Operations Monitoring
- Planning and Implementation
- Problem-Solving
- Staff Management
- Maintaining Compliance
- Performance Monitoring
- Process Improvements
- Decision Making
- Customer Service
Languages
English, Tamil, Telugu
First Language
Timeline
Manager of Operations
BANK BAZAAR.COM
12.2015 - Current
Team Leader
eNoah i solution (P) LTD
05.2010 - 09.2015
Senior Customer Service Executive
SITEL BPO
08.2009 - 05.2010
Supervisor
LYCATEL BOS (P) LTD
11.2006 - 06.2009
Call Center Executive
DATA TELESIS
01.2006 - 10.2006
BBA -
Annamalai University