Hi, I’m
VIVEK P
Team Manager
Kochi
Summary
I'm an exceptional and motivational Team Manager with over 7 years of experience dedicated to enhancing team performance and operational success. My goal is to nurture and mentor teams, consistently achieving productivity improvements while ensuring exemplary service. With strong competencies in Microsoft Excel and PowerPoint, I excel at leveraging analytics for strategic decision-making.
Overview
8
years of professional experience
5
years of post-secondary education
3
Languages
Work History
Sutherland Global Services LTD
Acting Team Manager
10.2022 - Current
Job overview
- Company Overview: A global provider of business process and technology management services
- Managed and trained team to deliver exceptional service and increase productivity and controlled shrinkage by 6% for the year 2024
- Inspired and managed teams in operational improvements, increasing overall productivity from 17% to 21% for the year 2024
- Tracked operations to ensure employees followed relevant procedures and worked towards defined Key Performance Indicator ‘KPI’ targets
- Maintained excellent employee relationships by cultivating supportive, positive and helpful working environment
- Driving Effective training sessions across network to ensure quality
- Supervised executive-level support staff and observed workflow to maintain competence and productivity
- Upholding outstanding standards by continuously looking for areas of improvement, ensuring exceptional service
- Managed team by offering support and constructive feedback to improve skills and maximize potential
- Encouraged staff to learn and develop new skills to meet individual and team goals
- Achieved management objectives, consistently hitting deadlines and performance targets
- A global provider of business process and technology management services
Sutherland Global Services LTD
Senior Associate
12.2018 - 03.2023
Job overview
- Company Overview: A global provider of business process and technology management services
- Managed all complex complaints, issues and problems to maintain customer satisfaction
- Dealt with complex complaints and angry customers professionally and politely
- Uphold excellent customer satisfaction by delivering high-quality customer service
- Closely monitored and oversaw customer service processes
- Preserved excellent team relationships by helping colleagues during complicated or difficult customer calls
- A global provider of business process and technology management services
Sutherland Global Services LTD
Subject Matter Expert
02.2021 - 09.2022
Job overview
- Company Overview: A global provider of business process and technology management services
- Trained consultants to increase team productivity
- Optimized processes and organization structures to facilitate maximum productivity
- Handled complex problems and issues by understanding root causes and implementing solutions
- Monitored staff performance and developed improvement plans
- Cultivated work environment focused on personal responsibility, continuous improvement and delivering high-quality results
- A global provider of business process and technology management services
Sutherland Global Services LTD
CS Associate
08.2017 - 12.2018
Job overview
- Company Overview: A global provider of business process and technology management services
- Built rapport with customers through courteous and professional communications
- Performed well at quality assurance evaluations by continuously actioning performance feedback
- Delivered best smile stories for clients for weekly activities
- A global provider of business process and technology management services
Education
Calicut University
Bachelor of Commerce
01.2012 - 05.2015
Institute of Computer AccountsMalappuram
Computer Accounts
01.2016 - 05.2017
Skills
Schedule development
Accomplishments
- Best Team Manager 2024
- Best Team Lead 2023
- Client Appreciation for best smile story of the year 2020
- Best Employee for the year 2018
Strengths
Demonstrates exceptional motivational leadership and influence in operational settings., Possesses advanced skills in Microsoft Excel and PowerPoint, facilitating effective presentations and data management.
Timeline
Acting Team Manager
Sutherland Global Services LTD
10.2022 - Current
Subject Matter Expert
Sutherland Global Services LTD
02.2021 - 09.2022
Senior Associate
Sutherland Global Services LTD
12.2018 - 03.2023
CS Associate
Sutherland Global Services LTD
08.2017 - 12.2018
Institute of Computer Accounts
Computer Accounts
01.2016 - 05.2017
Calicut University
Bachelor of Commerce
01.2012 - 05.2015
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