Summary
Overview
Work History
Education
Skills
Timeline
Generic
SHIVAKUMAR M

SHIVAKUMAR M

New Delhi

Summary

Reliable Manager demonstrating a high level of ownership and initiative. Possessing exceptional work ethic and desire to go above and beyond to exceed company expectations. Offering a knack for building productive working relationships. Successful in fast-paced, deadline-driven environments to manage goals and team development. History of thriving in team-oriented environments. Forward-thinking Manager with comprehensive experience implementing new processes and managing and planning innovations. Bringing outstanding problem-solving abilities paired with in-depth knowledge of policies and procedures. Polished in evaluating employee performance and overseeing key projects. Motivational leader and organizational problem-solver with advanced supervisory, team building, and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring, and morale-building techniques to maximize employee engagement and performance. A hardworking employee with customer service, multitasking, and time management abilities. Devoted to giving every customer a positive and memorable experience.

Overview

16
16
years of professional experience
5
5
years of post-secondary education
4
4
Languages

Work History

Manager _Ops

Car dekho.com
08.2012 - Current
  • Monitored staff performance and addressed issues.
  • Enforced customer service standards and resolved customer problems to uphold quality service.
  • Trained employees on additional job positions to maintain coverage of roles.
  • Exercised good judgment and decision-making in escalating concerns and resolving issues.
  • Assigned tasks to associates to fit skill levels and maximize team performance.
  • Recruited and hired qualified candidates to fill open positions.
  • Enhanced team member performance through the use of strategic and tactical approaches, motivational coaching, and training.
  • Entered time and attendance logs in preparation for payroll.
  • Led team meetings and one-on-one coaching sessions to continuously improve performance.
  • Leveraged leadership skills to identify deficiencies and opportunities to improve policies, procedures, and controls.
  • Conducted quality, timely performance feedback and performance appraisals.
  • Directed day-to-day operations by spearheading the implementation of short-term and long-term strategies to achieve business plan and profitability goals.
  • Built strong operational teams to meet process and production demands.
  • Presented performance and productivity reports to supervisors.

Senior Executive

Effort BPO Pvt ltd
07.2011 - 08.2012
  • Follow-up with customers via phone or e-mail regarding service experience for customer retention reporting.
  • Generated new sales opportunities through direct and telephone selling and emails.
  • Converted [Number] callers per day to scheduled appointments.
  • Called prepared lists of leads and read short scripts to promote [Industry] products and services.
  • Addressed clients' indecision, complaints and desires head-on to overcome hesitations and close sales.
  • De-escalated customer issues with proven conflict mediation and problem-solving abilities.
  • Handled inbound telephone calls from interested customers.
  • Resolved customer complaints by escalating calls to the proper department.
  • Worked well with automatic computer dialing and proprietary software to manage daily call loads.

Tele Caller (H.S.B.C Credit Card)

Serco Bpo Pvt
09.2009 - 06.2011
  • Follow-up with customers via phone or e-mail regarding service experience for customer retention reporting.
  • Generated new sales opportunities through direct and telephone selling and emails.
  • Converted [Number] callers per day to scheduled appointments.
  • Led aggressive prospecting, cold calling, and networking to enhance lead generation.

Education

Bachelor of Arts -

Delhi University (Sol)
05.2009 - 05.2012

Secondary and Higher secondary school - undefined

D.T.E.A Sr Sec School RK Puram
05.2006 - 05.2008

Skills

Team leadership

Timeline

Manager _Ops

Car dekho.com
08.2012 - Current

Senior Executive

Effort BPO Pvt ltd
07.2011 - 08.2012

Tele Caller (H.S.B.C Credit Card)

Serco Bpo Pvt
09.2009 - 06.2011

Bachelor of Arts -

Delhi University (Sol)
05.2009 - 05.2012

Secondary and Higher secondary school - undefined

D.T.E.A Sr Sec School RK Puram
05.2006 - 05.2008
SHIVAKUMAR M