Vinu Vincilas
Contact Center Team Manager
Summary
Dynamic Team Manager with over six years of experience in the banking sector, driving exceptional customer service and team performance. Proven expertise in coaching, mentoring, and developing talent to enhance team capabilities and maintain high standards of customer experience. Recognized for effective problem-solving and analytical skills, consistently resolving escalated issues promptly and efficiently. Adaptable and self-motivated, thriving in fast-paced environments while fostering a collaborative team culture. Passionate about leveraging communication skills to build strong relationships and deliver outstanding results.
Overview
9
9
years of professional experience
Work History
Team Manager
HSBC Electronic Data Processing
04.2021 - Current
- Drive team performance by implementing strategic initiatives to enhance customer service delivery.
- Coach and mentor team members to foster professional development and improve service standards.
- Analyze team metrics to identify areas for improvement and develop action plans.
- Collaborate with cross-functional teams to streamline processes and increase operational efficiency.
- Resolve escalated customer issues promptly, ensuring high levels of satisfaction.
Conversational Banking Representative
HSBC Electronic Data Processing
06.2019 - 04.2021
- Delivered exceptional customer service by addressing inquiries and resolving issues effectively.
- Enhanced customer experience through active listening and personalized banking solutions.
- Collaborated with team members to develop skills and improve service standards.
- Trained new staff in banking protocols and customer interaction strategies.
- Analyzed customer feedback to identify areas for service improvement.
Senior Process Executive
Infosys BPM Ltd for British Telecom
05.2018 - 04.2019
- Dealt with network issue and billing issues.
- Handled complaints
Accounts receivable
IBM Daksh
08.2017 - 02.2018
- Knowledge in ERP tools such as Oracle for collections.
- Communicating with customers regularly through emails, calls.
- Fulfilling the monthly target set as per company standards
Customer service representative
HCL Technologies Pvt, ltd
06.2016 - 07.2017
- Responsible for conducting inbound and outbound communication
- Outbound call to doctors, patients, and insurance companies.
- Verifying medical documents and processing the documents to insurance companies for billing.
Education
Master of Arts - Journalism and Mass Communication
SRM University
04-2016
Bachelor of Science - Mass communication advertisement and journalism
International School of Business And Media
11-2013
Higher Secondary Education -
Vigyan School
01-2010
SLSC - ICSE Board
Loyola School
01-2007
Skills
Excellent communication
undefinedAdditional Responsibilities
- Worked with Resourcing to work on Schedule for New Hires.
- Was Back up when the Department manager was on Leave.
- Worked on Quality reports for the entire Conversational Banking.
- Worked on Management Schedule
- Proactively taking responsibilities given by the senior manageement
Awards
- Best Team Manager award for January, 2025
- Gold Circle Award for Best Team manager ,2025
- Golden Circle award for Best Team for Q4, 2024
- Golden Circle award for Best Team for Q4, 2023
- Best Team Manager award in 2023 and 2022
- The Zenith Shining Star Award 2021
- Awarded ‘HTRC Idol’ for Q4 2019
- Awarded ‘Rising Star’ for Q4 2019
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Malayalam
Bilingual or Proficient (C2)
Timeline
Team Manager
HSBC Electronic Data Processing
04.2021 - Current
Conversational Banking Representative
HSBC Electronic Data Processing
06.2019 - 04.2021
Senior Process Executive
Infosys BPM Ltd for British Telecom
05.2018 - 04.2019
Accounts receivable
IBM Daksh
08.2017 - 02.2018
Customer service representative
HCL Technologies Pvt, ltd
06.2016 - 07.2017
Master of Arts - Journalism and Mass Communication
SRM University
Bachelor of Science - Mass communication advertisement and journalism
International School of Business And Media
Higher Secondary Education -
Vigyan School
SLSC - ICSE Board
Loyola School
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