Summary
Overview
Work History
Education
Skills
Languages
Timeline
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VIJAY M

Bangalore

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

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VIJAY M