Open To Work
VIJAY M
Bangalore
Work Preference
Summary
Dynamic Team Manager with extensive experience at Concentrix, specializing in customer service excellence and fraud detection. Demonstrated success in leading high-performing teams, significantly enhancing productivity, and improving CSAT metrics. Skilled in utilizing technical expertise in iOS systems to drive operational success and cultivate a culture of accountability. Committed to fostering team development and operational efficiency.
Overview
2026
2026
years of professional experience
Work History
Team Manager
Alorica
Bengaluru
09.2025 - Current
- Handling 15 to 20 people in a team who are handling health care queries in the United States.
- Conducted patient assessments and documented health histories.
- Collaborated with healthcare teams to coordinate patient services.
- Educated patients on health management and wellness practices.
Team Leader, Operations / Asst Manager, Operations
Concentrix
Bengaluru
10.2017 - 06.2025
- Supervise a high-performing team of customer support associates, delivering technical assistance for Apple iOS products, ensuring alignment with performance benchmarks and Apple's quality standards.
- Monitor daily operations, attendance, and service delivery in compliance with internal policies and external client expectations, maintaining adherence to strict SLA and KPI targets.
- Coach, mentor, and develop team members through one-on-one feedback sessions, performance reviews, and improvement plans, resulting in a consistent boost in CSAT and FCR metrics.
- Conduct root cause analysis of performance gaps; design and implement corrective strategies leading to measurable gains in productivity and service quality.
- Manage escalations for complex technical issues, offering subject matter expertise in iOS systems, AppleCare troubleshooting, and customer retention strategies.
- Lead weekly team meetings and training initiatives to align the team with updated SOPs, new Apple product rollouts, and process enhancements.
- Collaborate cross-functionally with quality, workforce, and client success teams to drive continuous process improvement and operational excellence.
- Champion a positive team culture by promoting Concentrix and Apple's core values, fostering engagement, accountability, and ownership across the team.
SME (Subject Matter Expert)
Concentrix
Bengaluru
- Handled a team of 25+ members and helped them handle billing, buying-related queries, and technical issues.
- Handling team escalations, reviewing the payments using available resources, and taking the necessary actions on fraudulent payments.
- Working with the team to deliver high-quality products to the customers and train/coach the advisors.
Sr. Advisor Technical Support
Concentrix
Bengaluru
- Handling billing and buying issues related to the iTunes Store.
- Monitoring fraudulent accounts using fraud indicators, investigating the suspicious activity within the accounts, and reporting to management.
- Cross-skilled to handle issues related to iOS, iPadOS, watchOS, AirPods, Beats, and technical issues.
Education
B. Sc - Mathematic, Statics & Economics
Vijaya Degree College
Skills
- Mac OS
- Windows OS
- iOS system
- Mac OS
- FMEA
- Fraud detection techniques
- Customer service excellence
- Amazon Web Service
Languages
Kannada
First Language
English
Proficient (C2)
C2
Telugu
Advanced (C1)
C1
Hindi
Intermediate (B1)
B1
Timeline
Team Manager
Alorica
09.2025 - Current
Team Leader, Operations / Asst Manager, Operations
Concentrix
10.2017 - 06.2025
SME (Subject Matter Expert)
Concentrix
Sr. Advisor Technical Support
Concentrix
B. Sc - Mathematic, Statics & Economics
Vijaya Degree College