Surya K V

To be a part of a progressive and established organization & to implement my skills, knowledge with utmost commitment and involvement, Also to create a benchmark in the field of customer relations by blending an essence of hard work and smart work

Overall 17.3 years of work experience in telecom and non telecom sector with Certified Lean Six Sigma Green Belt and Excellence in Continuous Improvement Leadership covering a vide field of BPO Operations, Customer handling , Operations Management, Process Management, Work Force Management, Client Servicing, People Management and P&L Management Proficient in managing & leading teams for running successful operations & experience of developing procedures, service standards for business excellence. Proven success in handling several process migrations and expansions Possess excellent interpersonal, communication and organizational skills with proven abilities in team management, customer relationship management and Planning. 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.

• Successfully Completed PMO Outbound Survey Project Within the Timelines and Achieved 100% Targets- Received appreciation from PMO Dept
• Received appreciation from Stake holders for Achieving SLA & KPI for Consecutive 4 Years
• Achieving SLA and KPI consecutively month on month with 0% penalty
• Achieving positive GM for the centre every month >30%
• Honored a Pulse Divisional Award for Best Team Leader for the performance 2013- Serco
• Honored a Serco Star Awards for Best Team Leader for the performance Jan'12 - Jun'12 & Jan'13 - April'13
• Received appreciation from Clients For achieving the SLA Metrics consecutively-Serco
• Awarded for best Sr.csa performer for Consecutive One year

• Senior Manager (Center Head) - Operations, Vision Plus Global Service, Bangalore, Karnataka, Ensuring to delivery Service Level and KPI Metrics for all the process, analyzing performance and preparing action plans for areas of improvement, follow through and appropriate closure of action plans / commitments discussed with the client and the internal stakeholders., Overall Process impact analysis on SLA & KPI's, Analyze and maintain all Client Service Level Agreements and KPI, implement improvement plans as needed and manage end to end operations, Providing frequent status reports on team performance including plans for improvement. Responsible for Team performance, Process performance and development, Determining operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses, defining user requirements, establishing technical specifications, and production, productivity, quality, and customer-service standards., Manage and review operational reports (Attendance adherence, PFP, Client scorecard, Metrics management reports), Providing leadership and guidance to direct reports to ensure consistent administration of company policies and standards, define and implement any corrective actions needed to meet operational performance, Conducting regular one-on-ones with direct reports to review individual performance, the performance of their team and offer on-going developmental coaching, Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner, Participating in cross functional meetings to review information received from operational support functions - Training, HR, Quality and Operations, to define action plans that resolve issues and drive continuous improvement, Calculating revenue projections and driving the operations team to achieve the targeted revenue on a monthly basis with having a daily revenue tracker maintained., Maintain and improve Call Centre Operations by monitoring system performance. Preparing action plans for process improvement., Managed BSNL account for Bangalore & Ajmer with 384 FTE's & 32 Ops Support staff. Currently Managing 295 FTE With 23 Support Staff, Timely submission of Invoices and Closing the billing as per the contract clause, Conducting Internal and Client WBR, MBR & QBR, To validate month on month P&L Matrix for the center & meet set targets on all line items.
• Senior Manager - Operations, Vindhya e-infomedia, Bangalore, Karnataka, Ensuring to delivery Service Level metrics for the Process - Videocon - Dish & D2h (Entire South Zone Out Bound Operations), BFIL & Samunnati Financial Services, analyzing performance and preparing action plans for areas of improvement, follow through and appropriate closure of action plans / commitments discussed with the client and the internal stakeholders., Process performance monitoring on Sales, Retentions and Collections to achieve the R&P targets, Completed TRANSITION PHASE FOR Videocon - Dish & D2h OB Process at Hyderabad, Cost optimization with capacity planning and Management, To validate month on month GM and P&L Matrix for the process & meet set targets on all line items, Overall Process impact analysis (campaign wise) on R&P based on KPI's, Calculating revenue projections and driving the Process to achieve the targeted revenue on a monthly basis., Validate month on month GM and P&L matrix for the process and achieve Rewards on KPI's., Ensuring 100% resource management such as People, Technology (Server, Dialer & PRI) Other Inventory, Managing Videocon - Dish & D2h, BFIL & Samunnati Financial Services account for BLR & HYD with 350 FTE's & 28 Ops Support staff, Timely getting the FTE and Telecom Invoices processed before the timelines and submission to Invoice Team with necessary approvals and Follow up with finance team in getting the Invoices are cleared on time without any impediment., Conducting Internal and Client WBR, MBR and QBR (With PAN India OB Head)
• Manager (Operations), Vision Plus Global Services, Handling (Wireline & Broadband) BSNL Inbound Customer Service and Outbound Telesales, Collection and retention for South Zone & East Zone., Handling a team of 550 FTE's & 4 Assistant Managers for one of the fastest growing service provider in India, Act as an interface with the client and be responsible for completely managing the day-to-day operational functions thus ensuring customer delight, Looking into KPI's & KRA's of the process to meet SLA's (day to day operations) that help to know about the cost of the process revenue on daily basis & weekly basis, Provide efficient leadership to the team & ensure the development of team members and ensure succession planning, Managing periodic team reviews for higher management on weekly and monthly basis., Responsible for leakage of revenue & its cause, Validate month on month GM and P&L matrix
• Assistant Manager (Operations), Vision Plus Global Services, Handling (Wireline & Broadband) BSNL Inbound Customer Service and Outbound retention for South Zone & East Zone., Handling a team of 330 FTE's & 14 TL's for One of the fastest Growing service provider in India, Driving a team and agent's performance, Sales, Staffing and Scheduling, Act as an interface with the client and be responsible for completely managing the day-to-day operational functions thus ensuring customer delight, Looking into KPI's & KRA's of the process to meet SLA's (day to day operations) that help to know about the cost of the process revenue on daily basis & weekly basis, Provide efficient leadership to the team & Ensure the development of team members and ensure succession planning, Managing periodic team reviews for higher management on weekly and monthly basis., Preparing MIS reports, feasibility reports & various other financial reports to keep a track of the financial performance to meet our business objectives., Responsible for leakage of revenue & its causes
• Team Leader - Operations, Serco Global Services - Bangalore, BSNL Inbound Process (GSM) and Dominos Inbound & Outbound Process - South Zone & East Zone.
• Srcsa - Operations, Serco Global Services - Bangalore, BSNL Inbound Process (Technical Support).
• CSA - Operations, Serco Global Services - Bangalore, BSNL Inbound Process.

• Vision Plus Global ServiceSenior Manager (Center Head) - Operations (Bangalore) (Jan'2018-Dec'2018)
• Vision Plus Global ServiceSenior Manager (Center Head) - Operations (Bangalore) (Mar'2020-Present)

• Lean Six Sigma Green Belt - Certified - License Number: 77609542
• Excellence In Continuous Improvement Leadership Certified
• Lean Management- Certified
• Sales Management - Certified
• Business Analytics With Excel - Certified
• Business Intelligence Using Power BI - Certified
• Introduction to Standard Operating Procedure - Certified
• Introduction to Project Management - Certified
• Human Resource Management - Certified

• Father's Name: Mr. Vishwanath
• Date of Birth: 12/17/88
• Gender: Male
• Nationality: Indian
• Marital Status: Married