Shivanandan K S
Bangalore
Summary
To handle a challenging and managerial position in a progressive organization, which recognizes performance and provides high career growth opportunities. Summary of Qualifications Qualified B.com with work experience and a successful track record. Excellent in Organizing, Communication, Interpersonal relation and result oriented. Accomplished professional with exceptional leadership and team management skills offering over 15 years of extensive experience in BPO/ITES industry with expertise in UK, US and Australian Collections business and WFM / Dialer Operations. Proven ability to effectively plan, coordinate, and meet deadlines of multiple projects. Goal oriented, customer focused, and committed to executing solutions on time. Demonstrated success in streamlining existing operations. Proactive manager with demonstrated leadership abilities, strategic planning expertise and problem-solving acumen. Assists senior managers with accomplishing demanding targets by encouraging staff and coordinating resources. Methodical and well-organized in optimizing coverage to meet operational demands. Enthusiastic management professional with demonstrated success supervising staff and building teams. Skilled in solving complicated issues and making proactive operational changes. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. 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. Forward-thinking Assistant manager operations with proven history of leadership, planning and problem solving. Adept collaboration with management to accomplish demanding objectives, motivate staff and organize resources. Systematic understanding of maintaining coverage for all operational needs.
Overview
20
20
years of professional experience
Work History
Assistant Manager
HSBC Electronic data processing India P LTD
Bangalore
09.2021 - Current
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Established processes for monitoring customer satisfaction levels.
- Created and managed training and team building activities.
- Analyzed data from surveys or feedback forms to identify opportunities for improvement.
- Produced thorough, accurate and timely reports of project activities.
- Assigned work and monitored performance of project personnel.
- Conducted regular performance reviews for employees to identify areas of improvement.
- Assisted with developing and implementing marketing strategies to improve servicer
- Monitored employee attendance records, timekeeping, and payroll information.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Delegated daily tasks to team members to optimize group productivity.
- Directed and led employees, supervising activities to drive productivity and efficiency.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Enforced company policies and procedures to strengthen operational standards across departments.
- Ensured compliance with safety regulations and company policies.
- Implemented new procedures or systems to improve efficiency within the organization.
- Implemented training processes for newly hired employees and supervised department managers, shift leads and production personnel.
- Supervised daily operations including scheduling shifts, assigning duties.
- Collaborated with management on developing strategic plans for achieving business goals.
- Coached team members and delivered constructive feedback to promote better productivity and build confidence.
- Delegated tasks to team members based upon skill level and to achieve organizational goals.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
- Reviewed completed work to verify consistency, quality and performance.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Evaluated individual and team performance and identified opportunities for improvement.
- Resolved conflicts between team members in an effective manner.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Collaborated with others to discuss new opportunities.
- Worked with cross-functional teams to achieve goals.
Everyday Banking Agent
HSBC Electronic data, India P LTD
Bangalore
10.2018 - 09.2021
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
- Carried out day-to-day duties accurately and efficiently
- Performed duties in accordance with applicable standards, policies and regulatory guidelines to promote safe working environment
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Maintained excellent attendance record, consistently arriving to work on time
- Served customers and followed outlined steps of service
- Participated in team-building activities to enhance working relationships
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Demonstrated respect, friendliness and willingness to help wherever needed.
Senior Work Force Management Analyst
IBM Daksh
Bangalore
10.2010 - 08.2016
- Forecasting, capacity planning for Inbound/Outbound teams to ensure optimal seat and resource utilization
- Monitoring of queues at a real time basis and ensure delivery of SLA'S
- Managing multiple campaigns on dialer
- Monitoring planned staffing VS requirement
- Real time monitoring reporting calls volumes/AHT/staffing levels
- Scheduling and Executing breaks/team meetings and other planned aux without impacting service levels
- Deploy and call out overtime requirements in time to maintain service levels
- Analyzing performance and reporting the same
- Escalating non adherence or disciplinary issues to higher management
- Avaya CMS Extracting and publishing real-time reports based on client and internal customer requisites
- Internal customer reports involve Agent - Team Manager Performance criteria's such as AHT, login hours Schedule adherence, Aux time and outbound etc
- Enhancing and modifying existing reports based on operational requirement
- Dialer managing experience
- Skilled to work on Aspect unified I.P 6.6 version
- Worked on Unison Davox dialer
- Experience in creating lists on the dialer
- Assigning campaigns(targets) on both Aspect & Davox dialer
- Real time monitoring with help of EPRO (Enterprise monitor)
- Been Part of successful transitioning of ALM /UIP for our client
- Involved in planning & strategy in implementing the new dialer
- Handled conference calls with clients & Dialer analyst onshore & discussed daily dialer strategy
- Managed dialer for partner sites (Manila & Sydney)
- Initiated dialer related contest s & rolled out on to the floor
- Used business tool like Davox reporting banner for reporting needs
- Prepared & implemented dialer SOP during transition
- Reporting the abandon rate & service level for inbound operations with help of Avaya CMS tool
- Managed Avaya operations for the inbound & blend agents
- Handled dialer operations & ensured the dialer targets are met
- Ensure floor hygiene is in place monitor the agents break & login adherence., answering customer's banking queries
- Resolving customer's bank account related issues
- Give the best of yourself to achieve Utmost customer satisfaction
- Performance highlights Increased customer satisfaction by resolving issues
- Developed team communications and information for meetings
- Worked flexible hours: night, weekend, and holiday shifts
- Demonstrated respect, friendliness and willingness to help wherever needed
- Actively listened to customers' requests, confirming full understanding before addressing concerns
- Prepared daily reports for operations
- Offered friendly and efficient service to customers, handled challenging situations with ease
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
- Improved operations through consistent hard work and dedication
- Saved Clint's & Bank's money by bring vigilant & identifying fraudster.
Collections Executive
IBM Daksh
Bangalore
12.2006 - 11.2010
- Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices
- Entered client details and notes into system for interdepartmental access and review
- Worked with customer to create debt repayment plan based on current financial condition
- Prevented impending loss and increased profitability by enforcing scheduled collection campaigns, consistently achieving targeted recovery rate
- Listened to customers and negotiated solutions that met creditor and debtor needs
- Advised customers of alternative actions and strategies for debt repayment and attempted to avoid adversarial communications
- Carried out day-to-day duties accurately and efficiently
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Marketing Executive
24/7 customer
Bangalore
10.2005 - 11.2006
- Developed and executed marketing programs and general business solutions resulting in increased company exposure, customer traffic and elevated sales numbers
- Identified target audiences and devised campaigns to match target demographics and optimize results
- Preserved brand integrity by monitoring consistency and quality of marketing content
- Handled high-volume telemarketing operations with expert use of client management software and computer dialing
- Completed daily cold calling and outreach to build sales pipeline
- Answered calls, took messages and transferred calls to correct individuals
- Made average of 80 outbound and inbound calls per day
- Recorded contact information of customers and potential customers in internal database
- Trained and mentored new telemarketers on best practices, communication strategies and performance standards
- Escalated concerns or advanced problem calls to management staff.
Accounts Assistant
KP Sudakaran & Co Tax practitioner
Bangalore
01.2004 - 08.2005
- Provided administrative and management assistance to auditor and directed activities in office
- Drafted findings and recommendations into detailed reports
- Recommended strategies to correct unsatisfactory conditions and reduce costs
- Conducted audits of funds to meet proper accounting, reporting, and disbursement requirements
- Prepared year-end journal entries to prepare for annual audit
- Detected internal control deficiencies and suggested corrective measures
- Created thorough audit reports with results, recommendations and conclusions
- Prepared balance sheets.
Education
B.com - Commerce
Bangalore University
01.1997
PUC - Commerce
Banglore North education society
01.1994
SSLC - Mathematics & Science
Poorn Prajna Education center
01.1992
Skills
- Sales expertise
- Goals and performance
- Schedule Coordination
- Quality assurance and Evaluations
- Managing Operations and Efficiency
- Product and Service Knowledge
- Employee Performance Evaluations
- Employee Scheduling
- Operations Management
- Task Delegation
- Team Motivation
- Policy Enforcement
- Employee Engagement
- Schedule Oversight
- Orientation and Training
- Policy Administration
- Microsoft Office Expertise
- Staff Supervision
- Employee Performance Evaluation
- Staff Management
- Meeting Facilitation
- Staff Development
- Compliance Understanding
Additional Information
- Affiliations
- Received STAR award for the quarter for achieving desired deliverables
- Received GEM award for going extra mile
- Received appreciation from the clients for the performance during the transition.
Personal Information
- Mother's Name: Sathyabhama K P
- Date of Birth: 12/05/1974
- Marital Status: Married
Languages
- Malayalam
- English
- Kannada
- Hindi
- Tamil
- Telugu
Timeline
Assistant Manager
HSBC Electronic data processing India P LTD
09.2021 - Current
Everyday Banking Agent
HSBC Electronic data, India P LTD
10.2018 - 09.2021
Senior Work Force Management Analyst
IBM Daksh
10.2010 - 08.2016
Collections Executive
IBM Daksh
12.2006 - 11.2010
Marketing Executive
24/7 customer
10.2005 - 11.2006
Accounts Assistant
KP Sudakaran & Co Tax practitioner
01.2004 - 08.2005
B.com - Commerce
Bangalore University
PUC - Commerce
Banglore North education society
SSLC - Mathematics & Science
Poorn Prajna Education center
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