RAVI KIRAN
Hyderabad
Summary
Dynamic Deputy Manager at ADP with a Lean Six Sigma Greenbelt certification, adept at driving process improvements and enhancing service quality. Proven track record in elevating CSAT scores and fostering employee engagement, while leading teams to exceed performance targets. Expert in data analysis and operational efficiency, ensuring optimal client satisfaction.
Overview
20
20
years of professional experience
Work History
Deputy Manager
ADP
Hyderabad
09.2022 - Current
- Direct and motivate span of 80 FTEs (3 operations teams, 1 training team, and 1 audit team) from phone and email channels, servicing business clients from U.S.A on tax related inquiries.
- Accountable for productivity, service quality, training, and TAT for the National Accounts Segment (the highest revenue-generating segment of the organization).
- Diagnosed gray areas, and implemented process improvement initiatives to strategically enhance business performance.
- Mitigated operational roadblocks through data analysis and cross-functional collaboration.
- Handled escalations, collaborated with business unit partners, and standardized operational procedures for faster and more accurate resolutions.
- Conducted appraisals for the staff, and identify training needs to ensure individual development of staff through relevant training interventions.
- Built customer-centric working culture to deliver superior customer experience.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Maintained records of all operational activities for future reference.
Assistant Manager
ADP
Hyderabad
04.2017 - 09.2022
- Directly manage span of 35 FTEs (2 operations teams)
- Assigned work and monitored performance of the teams.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Coordinated with other departments to ensure smooth flow of operations.
- Resolved customer inquiries and complaints requiring management-level escalation.
Team Leader
Cognizant Technology Solutions
Hyderabad
04.2015 - 04.2017
- Manage a team of 30 associates from inbound, outbound & email channels assisting on Google My Business product
- Drive and meet productivity & quality targets by assisting Google’s Global Small & Medium Business customers
- Ensure CSAT scores of the team are consistent by via constant service quality coaching i.e., delivering constructive feedback sessions highlighting areas of improvement and strengths
Contact Centre Manager
Aconex (SaaS)
Bangalore
09.2011 - 12.2012
- Lead 3 teams of 20 associates each, from phone and email channels
- Establishing Contact Centre Department after conducting User Acceptance Testing using cutting edge technology
- Accountable for administering project migrations with priority-based execution and ensure hassle free transitions
- Responsible for managing the overall team’s lifecycle at the organization from hiring till exit
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Built vibrant and resounding team engagement culture for India site
Assistant Manager – Operations
HSBC India
Hyderabad
07.2009 - 09.2011
- Lead 2 teams servicing customers into new customer onboarding and cold calling
- Identify error trends and schedule timely refresher trainings to work closely with potential showstoppers
Assistant Manager – Service Quality
HSBC India
Hyderabad
07.2008 - 07.2009
- Developed quality metrics and overall service quality framework for a pilot process
- Coached over 300 associates on service quality parameters
Customer Service Executive (CSE)
HSBC India
Hyderabad
02.2006 - 07.2008
- Assisted UK callers on banking related enquiries
- Delivered process training to new hire batches
Inside Sales Representative
Dell International
Hyderabad
10.2004 - 09.2005
- Assisted Canadian callers on pre sales enquiries
- Converted enquiries to quality sales of computers & software peripherals
Education
Bachelor of Commerce - Computers
Osmania University
Hyderabad, Telangana, India05.2003
Skills
- Lean Six Sigma Greenbelt Certified
- Process Improvement
- CSAT Centric Approach
- Quality & Performance Development
- Training & Quality Framework
- Employee Engagement
- Salesforce and Siebel
- JIRA and Tableau
- Microsoft Office
- Data analysis
- Effective Verbal and Written Communication
- Agile Scrum Master (Underway)
Languages
- English
- Hindi
- Telugu
Hobbies and Interests
- Listening to and trying new music everyday
- Music Production
References
Available on request
Personal Information
- Location Preference: Hyderabad
- Date of Birth: 06/01/82
Timeline
Deputy Manager
ADP
09.2022 - Current
Assistant Manager
ADP
04.2017 - 09.2022
Team Leader
Cognizant Technology Solutions
04.2015 - 04.2017
Contact Centre Manager
Aconex (SaaS)
09.2011 - 12.2012
Assistant Manager – Operations
HSBC India
07.2009 - 09.2011
Assistant Manager – Service Quality
HSBC India
07.2008 - 07.2009
Customer Service Executive (CSE)
HSBC India
02.2006 - 07.2008
Inside Sales Representative
Dell International
10.2004 - 09.2005
Bachelor of Commerce - Computers
Osmania University
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