RAVIKUMAR KV
Mysuru
Summary
Results-driven professional with expertise in customer service, time management, and trend analysis. Proven ability to troubleshoot issues and develop effective solutions while fostering strong relationships and consistently exceeding performance goals. A motivational leader skilled in team-building and organizational problem-solving, dedicated to enhancing employee engagement through strategic training and morale-boosting initiatives.
Overview
11
11
years of professional experience
Work History
Deputy Manager - Operations
ISKCON Banglore
Bangalore
07.2023 - Current
- Managing a team of 70 members.
- Hired employees and processed hiring-related paperwork.
- Updated HR databases with employee changes in position, salary, and personal information.
- Supported HR projects, such as employee satisfaction surveys and exit interviews.
- Maintained updated knowledge through continuing education and advanced training.
- Prepared or maintained employment records using human resources management system software.
- Developed and implemented HR policies, procedures, and processes to ensure compliance with employment regulations.
- Interviewed job applicants to obtain information on work history, education or job skills.
- Assigned work and monitored performance of project personnel.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Reconciliation of donations.
- Setting up a call center.
- Handled escalating problems to improve customer relations, maintain brand loyalty, and recapture lost revenue opportunities.
- Coordinated employee schedules to provide adequate staff coverage.
- Supported recruiting, training, and professional development efforts.
- Participated in regional meetings or conference calls to stay informed about company updates, or initiatives.
- Implemented company policies and procedures consistently among staff members.
- Monitored store cleanliness and presentation, addressing any areas in need of improvement immediately.
- Created promotional displays or events to increase product visibility.
- I supervised a team of employees, providing guidance and support for their professional development.
- Assisted with hiring, training, and evaluating new staff members.
- Monitored employee performance using real-time data and reports.
- Oversaw employee recruitment, training, and onboarding processes.
- Improved productivity after reviewing and modifying operations and workflows.
- Managed daily workloads by organizing schedules, and delegating tasks.
- Championed new policies and regulations to minimize production errors and incidents.
- Collaborated with fellow employees, vendors and other parties to achieve smooth coordination of activities, risk remediation and follow-up.
- Managed payroll processing activities including time tracking, benefits administration and compensation calculations.
- Maintained current knowledge of equal employment opportunity and affirmative action guidelines and laws.
- Prepared monthly progress reports detailing achievements against set targets.
- Negotiated contracts with vendors to secure favorable terms and pricing.
- Recruited and trained new employees to meet job requirements.
- Resolved donors' inquiries and complaints requiring management-level escalation.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Analyzed business performance data and forecasted business results for upper management
- Created and managed budgets for travel, training, and team-building activities.
Team Lead - Operations
Rupeek Fintech Pvt LTD
Bangalore
11.2020 - 07.2023
- As a new initiative, started from building the team to support the lender relationship(Banks), that service's as a primary contact for the business
- Lead a 18 member team for lender operations
- Deployment and training of the lender banks on integrated user portal
- Drive the team towards resolving the PAN India lender related issues within the agreed SLA
- Risk mitigation for any integration failures
- Early detection of the process gaps
- Regular meetings with the business SPOCs and improved the client adherence from 40% to 89.32%, which in turn benefitted to drive the transactions smoothly
- This was achieved in a span of 4 months
- Created SOP's and policies for daily lender transactions and updated the same as and when required
- Audited in regular intervals to make sure the lender bank are inline with the Organisation policies
- As a lean process management, worked along with the cross functions to mitigate the defects and reduced the resolution time for lender issues
- Resolution SLA was brought down from 72hrs to 48hrs
- Created an email channel to service the lender related issues
- Regular calibration with the team improves the service delivery
- Worked along with the cross functions to reduce the financial risks of the bank
- This was achieved by early evaluation of customer's profiles and initiating the recovery
- Worked along with the cross functions to implement the regulatory changes as and when required
Team Lead - Operations
Rupeek Fintech Pvt LTD
Bangalore
05.2020 - 11.2020
- Managing the customer support team that handled the Gold Loan product
- Managed a team size of 20 members
- Generating and publishing the daily, weekly & monthly productivity report
- Team staffing and rostering
- Piloted a newly inducted process to handle the customer complaints via email
- Meeting the organization goals and the set SLA's
- Auditing calls to ensure the best services are delivered to the customers
- Mentoring the team on process changes
- Real time analysis of the email & calls queue
- Future Forecasting on the type QRC based on the historical data and business changes
- Lean process management
- Worked along with the L & D in creating solutions for the new complaints that have arisen due to the product change
- Driving the team to retain the customers for the business continuity
- Maintained a shrinkage less than 6% and call abandoned rate below 4.7%
Customer Service Representative
Rupeek Fintech Pvt LTD
Bangalore
04.2019 - 04.2020
- Assisted the gold loan customer with their queries and also worked on requests and complaints raised by the customer over the call
- Worked as a part of a 40 member team
- Meet all the KRA criterias set for the team
- Adapted to the changes and updated with the process as and when required
- Always delivered the best services to the customer that enhanced the customer experience
Subject Matter Expert
Big Basket
Bangalore
11.2017 - 04.2019
- Supported teams in continuous delivery of quality products and services, enhancing usage and introducing new features
- Improved user productivity and efficiency through system training and support
- Monitored and tracked user progress to identify improvement opportunities
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Collected and analyzed customer information to prepare product or service reports
- Increased efficiency and team productivity by promoting operational best practices
- Cross-trained and provided backup support for organizational leadership
- Supported enterprise and business goals by introducing new product and service offerings
Customer Support Representative
Big Basket
Bangalore
10.2016 - 11.2017
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines
- Educated customers about billing, payment processing and support policies and procedures
Technical Support Engineer
Wipro BPO Solutions LTD
Mysore
12.2013 - 08.2016
- Served as the primary point of contact for support relating to owned solutions and products
- Analyzed issues to identify troubleshooting methods needed for quick remediation
- Traveled with sales engineers on customer site visits to respond to specific technical questions
- Provided guidance on installing and integrating new hardware components and software to remote clients
- Gathered trend data from customer calls and interactions
Education
Diploma - Computer Science
NTTF
Bangalore11-2013
Skills
- Team Management
- Process management
- Risk Mitigation
- New business initiatives
- Account Management & Training
- Employee recruitment
- Process and procedure development
- Performance improvements
- Purchasing and planning
- Inventory management
- Employee supervision
- Recruiting and interviewing
- Operations management
Awards
- Received the 'Star Performer' award in Rupeek consecutively 2 times for achieving for highest production
- Received a 'Best Quality' award for delivering best calls as a CSR in Rupeek
- Received an 'Catalyst Award' for achieving the best personal milestone
Languages
- English, Intermediate (B1)
- Kannada, Intermediate (B1)
- Telugu, Intermediate (B1)
- Hindi, Beginner (A1)
Timeline
Deputy Manager - Operations
ISKCON Banglore
07.2023 - Current
Team Lead - Operations
Rupeek Fintech Pvt LTD
11.2020 - 07.2023
Team Lead - Operations
Rupeek Fintech Pvt LTD
05.2020 - 11.2020
Customer Service Representative
Rupeek Fintech Pvt LTD
04.2019 - 04.2020
Subject Matter Expert
Big Basket
11.2017 - 04.2019
Customer Support Representative
Big Basket
10.2016 - 11.2017
Technical Support Engineer
Wipro BPO Solutions LTD
12.2013 - 08.2016
Diploma - Computer Science
NTTF
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