Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Additional Information
Work Availability
Quote
Timeline
AssistantManager
Selva Kumari Rajendran

Selva Kumari Rajendran

Associate Manager
Chennai,Tamil Nadu

Summary

Service-oriented Associate Manager with commitment to excellence and more than seven years of experience. Effective collaborator promoting great team management, quality and training skills. Proven history of efficiency and reliability. To develop the overall performance of the team by being their personal performance improvement coach. Greatest strength is simplifying complex structure which helps the team members to understand the concepts so quickly and to complete their tasks on time.

Overview

2
2
Languages
3
3
Certificates
8
8
years of post-secondary education
7
7
years of professional experience

Work History

Associate Manager

Sutherland Global Services Ltd
Chennai, Tamil Nadu
08.2018 - 04.2019
  • Managing team and helping them to achieve their KPI
  • Monitoring and Mentoring their performance
  • Analysis on dissatisfied surveys to find opportunity of improvement
  • Creating action plans for improving services delivered
  • Coaching team members using various leadership academy methods
  • Mentored and supported 12 customer service employees to create strong workplace culture
  • Planned team-building exercises to increase employee performance and job satisfaction

Team Leader

HCL Technologies Ltd
Chennai, Tamil Nadu
09.2017 - 07.2018
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Demonstrated knowledge of company mission and goals and mentored employees in reaching objectives aligned with company core values.
  • Cross-trained and provided back up for customer service managers.
  • Coordinated weekly meetings for internal and external groups, including teleconferences and videoconferences, interacting with all levels of management.
  • Provided constructive criticism regarding quality assurance on collections team phone calls.
  • Positioned as go-to person for up 12 to staff members, troubleshooting complex administrative and training issues promptly

Team Leader

HCL Technologies Ltd
Chennai, Tamil Nadu
12.2013 - 03.2016
  • Built strong relationships with customers through positive attitude and attentive response.
  • Led team of 38 members while providing exceptional customer service.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Mentored and guided employees to foster proper completion of assigned duties.
  • Facilitated training for associates through daily coaching and regular performance appraisals.
  • Worked with quality manager to create prototypes of new designs and training materials.

Performance Improvement Coach

HCL Technologies Ltd
Chennai, Tamil Nadu
12.2011 - 12.2013
  • Improve and maintain quality metrics of team
  • Create training module and train existing and new employees about latest updates and process.
  • Implemented customer service and computer training programs for new hires
  • Developed measurable training objectives related to new hire needs
  • Facilitated call observation/monitoring program
  • Provided one-on-one coaching with phone reps as result or call observation feedback
  • Outlined employee improvement and growth plans for phone representatives and non-phone representatives
  • Saved $100+ by implementing cost-saving initiatives that addressed long-standing problems through quality improvement
  • Participated in team-building activities to enhance working relationships

Customer Service Executive

HCL Technologies Ltd
Chennai, TN
09.2010 - 11.2011
  • Investigate on missing property from billing system and create account for customer and charge their utility bill
  • Inbound ( Solving customers query) and outbound ( Investigation about property and customer details ) caller
  • Create value adds to process to bring down cost involved
  • Managed over 79 customer calls per day
  • Resolved customer billing errors by researching issues in system, asking open-ended questions and determining root causes of problems

Education

MBA - International Business

PU-Loyola College
Chennai, TN
06.2012 - 05.2014

BCA - Computer Application

Stella Maris College
Chennai, TN
06.2005 - 05.2008

Higher Secondary - Commerce with Computer

Sri.R.K.M.S.V Girls.Hr.Sec.School
Chennai, TN
06.2003 - 05.2005

Matriculation -

Oxford Mat. Hr. Sec.School
Chennai, TN
06.2002 - 05.2003

Skills

Customer rapport

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Accomplishments

  • Basic of Quality along with 7 quality control tools.

Certification

Business English Certification Exam (ESOL) - University of Cambridge

Additional Information

  • Extra-Curricular Activities , Athletic and Basket Ball Player Won Gold medal in Individual Drill Competition (NCC) B&C certificate Holder (NCC) Cadet Under Officer (NCC) - (2007-08) Best Student Artist Award 2001 - (South India) Personal Details DOB :, Gender : Female Civil Status : Married Nationality : Indian

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote

Business has only two functions – marketing and innovation.
Peter Drucker

Timeline

Associate Manager

Sutherland Global Services Ltd
08.2018 - 04.2019

Team Leader

HCL Technologies Ltd
09.2017 - 07.2018

Team Leader

HCL Technologies Ltd
12.2013 - 03.2016

MBA - International Business

PU-Loyola College
06.2012 - 05.2014

Performance Improvement Coach

HCL Technologies Ltd
12.2011 - 12.2013

Customer Service Executive

HCL Technologies Ltd
09.2010 - 11.2011

BCA - Computer Application

Stella Maris College
06.2005 - 05.2008

Higher Secondary - Commerce with Computer

Sri.R.K.M.S.V Girls.Hr.Sec.School
06.2003 - 05.2005

Matriculation -

Oxford Mat. Hr. Sec.School
06.2002 - 05.2003

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Selva Kumari RajendranAssociate Manager