SRINIVASAN SOLAIAPPAN
Assistant Manager
Chennai
Summary
A position within BPO and Technology industry in customer service, Support Management and operations Management profile Dynamic professional offering 14 years of service in customer support, team & people management and operation management with a Diploma in Electronics and communication. Effective communicator with strong problem-resolution and presentation skills, as well as excellent organizational and administration skills, with experience in dealing with customers and high level workloads within strict deadlines. Focused and Smart and hardworking, self-motivated and team oriented, willing to go extra mile, effective team player and leader with good communication and inter-personal skills.
Accomplished Assistant Manager with in-depth experience consistently rising through ranks. Well-versed in sales, personnel management, accounting and inventory management. Dedicated to complete knowledge of company products and services for optimized customer service.
Overview
15
15
years of professional experience
Work History
Assistant manager
Cogent E-services LTD
01.2024 - Current
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Introduced new products or services, increased marketing activities and improved customer service to drive sales.
- Handling RTL–PRIME,UCF,RURAL-PLTB & RPPL,Portfolio management in BAJAJ Personal loan & insurance with 84 FTE.
- Handling Rural business in BAJAJ complete Karnataka state
Assistant manager
Vindhya-E info media pvt Ltd
09.2022 - 11.2023
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Introduced new products or services, increased marketing activities and improved customer service to drive sales.
- Handling RPL, RPPL, RSL & GIN Portfolio management in BAJAJ Personal loan & insurance with 94 FTE.
- Handling RPL Emerging Management with 14 FTE.
- Currently handling RPPL & RSL with 46 FTE.
- Handling Rural business in BAJAJ complete south state
- Created employee schedules to align coverage with forecasted demands.
- Made hiring recommendations to increase company's productivity and profitability with quality workers.
- Developed organizational structure to outline and direct rules, roles and responsibilities.
- Done Workshop on Rural hiring project.
- Work shop done on mentor mentee program in terms of increase business productivity.
Assistant Manager
ISON (BFHL process)
04.2022 - 08.2022
- Continually meeting or exceeding sales quotas.
- Supervising and guiding the sales team as well as providing incentives to motivate staff to achieve sales targets.
- Monitoring the performance of the sales team.
- Ensuring that the store is clean and well-maintained at all times.
- Building and maintaining good working relationships with customers.
- Identifying opportunities and strategies to increase sales.
- Regularly attending sales meetings and training sessions.
- Ensuring that the store is adequately stocked with company products.
- Performing all duties of the Sales Manager in cases of absence or emergency.
- Job Profile:
Senior Team Leader
Hathway (Renewal Process) Allset Business Solutions
11.2020 - 04.2021
- Sending the Monthly and weekly reports to clients
- Preparing the roaster According to the client requirement.
- Setting the Target to the Team Leaders as well as team target. If they any gap, Fixing the gap towards to achieve the goal.
- Ensuring from my project that we are giving the accuracy of more than 99% with productivity.
- Proactive, flexible individual that is capable of working in a rapidly changing environment
- Responsible for the activities assigned by the Upper level management
- Preparing the KPI sheet and assigning the grades for the system analyst.
Team Leader
Cameo Corporate Services PVT LTD
10.2018 - 09.2020
- Setting the Target to the Team Leaders as well as team target. If they any gap, Fixing the gap towards to achieve the goal.
- Ensuring from my project that we are giving the accuracy of more than 99% with productivity.
- Proactive, flexible individual that is capable of working in a rapidly changing environment
- Responsible for the activities assigned by the Upper level management
- Preparing the KPI sheet and assigning the grades for the system analyst.
- Trained and managed operations teams with goals to ensure quality service, client satisfaction/loyalty, and efficient operations.
- Ensuring that no Violations tickets are passed in our platform.
- Conducting a weekly review with team to analyze the trend point towards the target.
- Manipulation of reports. In order to track my team performance on daily basis.
Team Leader
JIO in AEGIS
11.2016 - 10.2018
- Handling Escalation calls for two hours in day and giving resolutions to customers
- Auditing two calls per week per agent and giving timely feedbacks
- Maintaining Audit Variance Below 10%.
- Maintaining Monthly trackers.
- Ensure client quality targets are met
- Maintaining the login hours, AHT, Quality Scores, CFA, C-SAT, Schedule Adherence, shrinkage & attrition.
- Work with the manager to develop/implement action plans to achieve desired performance levels
- Conducting Post and Pre Briefing on daily basis.
- Conducting review with the team members.
- Setting the target to team Members as well as Team and tracking whether they are achieving the target.
Assistant Team Leader
Reliance in Kocher Info Technology PVT LTD
12.2012 - 09.2016
- Maintain Daily Production Report
- Maintaining the Internal and External Quality Feedback Report
- Weekly Process review presentation with the management and Clients
- Maintain Internal MIS report
- Weekly Status call with the Clients
- Handling Process Improvement Plan
Customer Relationship Officer (CRO)
Airtel in Hinduja Global Solutions
05.2011 - 09.2012
- Handling escalation issues which require resolution at a higher support level.
- Assisting the floor with doubts and clarifications.
- Auditing the calls and sharing the feedback with agents.
Education
Diploma - Electronics and communication
Apollo Polytechnic College
KanchipuramSSLC - undefined
Sivanthi Matriculation
ChennaiBachelor of Computer Applications - Computer Applications Development
University of Madras
Chennai 04.2001 -
Skills
Operations Management
Closely work on client KPI’s and drive the team to achieve the same
Work with WFM and MIS team on forecasting and manpower scheduling
Identifying the re-engineering opportunities, running initiatives and projects improving operational excellence, Interprets standards and procedures
Conducting periodical reviews and arrive action plans to improve the performance in Quality, Service Level, AHT, FTR, up selling Targets, C-SAT, Schedule adherence, Shrinkage and attrition
Maintain Internal Monthly \ Weekly MIS report
Delivered the Best Quality service to customers and recognized for the same
Handling Process Improvement Plan
Monitoring the trends in customer complaints by root cause analysis and tackling the same by plugging the gaps and rolling out necessary action plan
Analyse various reports including process dashboards & team performance reports
Client Relationship Management
Ensure continuous interaction with the customer to make sure that areas of concern can be worked upon for improved service levels
Provide customer service in order to increase client satisfaction, encourage program growth and facilitate new business inflow
Interests
Music
Games
Movies
Timeline
Assistant manager
Cogent E-services LTD
01.2024 - Current
Assistant manager
Vindhya-E info media pvt Ltd
09.2022 - 11.2023
Assistant Manager
ISON (BFHL process)
04.2022 - 08.2022
Senior Team Leader
Hathway (Renewal Process) Allset Business Solutions
11.2020 - 04.2021
Team Leader
Cameo Corporate Services PVT LTD
10.2018 - 09.2020
Team Leader
JIO in AEGIS
11.2016 - 10.2018
Assistant Team Leader
Reliance in Kocher Info Technology PVT LTD
12.2012 - 09.2016
Customer Relationship Officer (CRO)
Airtel in Hinduja Global Solutions
05.2011 - 09.2012
Bachelor of Computer Applications - Computer Applications Development
University of Madras
04.2001 -
Diploma - Electronics and communication
Apollo Polytechnic College
SSLC - undefined
Sivanthi Matriculation
Personal data processing
I hereby declare that the above mentioned information is correct up to my knowledge and I bear the responsibility for the correctness of the above mentioned particulars., Chennai, 2023-10-01, SRINIVASAN S
Key Competencies
Managed client KPIs, forecasting, and manpower planning with WFM/MIS teams.
- Improved Quality, SL, AHT, CSAT, Productivity, and Adherence through reviews and action plans.
- Led process improvement initiatives and root-cause analysis to reduce defects and complaints.
- Handled client communication, reviews, and status calls to exceed SLA expectations.
- Managed and motivated 20–35 team members with training, refreshers, and performance coaching.