Summary
Overview
Work History
Education
Skills
Accomplishments
Strengths and Competencies
Timeline
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Yathish M

Operations Team Manager
Bengaluru

Summary

Experienced Operations leader with over 11+ years of experience in Customer solutions. Excellent reputation for resolving problems and improving customer satisfaction

Exceptional Operations Team Leader understands how to coach, motivate plan track and monitor achievement of operational goals

Dedicated compliance professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand

Overview

12
12
years of professional experience
6
6
years of post-secondary education

Work History

Team Manager - Investigation & Regulatory

PayPal
Bengaluru, Karnataka, India
12.2018 - 12.2023
  • Managing operations of Limitations and Product Security Systems teams, where teammate handles Customers and Merchants queries related to account restrictions
  • Handling KYC complaints, SRO, BRO, CIP, Unauthorized, Payment Holds, and different types of limitations
  • Handled key process of SSP, Disputes & Payments, Investigations & Regulatory
  • Responsible for teammates KPI's, Goal setting, Hiring, resource planning and meeting SLA
  • Deliver KPI results by providing effective coaching to team mates on weekly basis through Fab 4
  • Driving PayPal Values and culture within team by collaborating with other functions and departments
  • Effectively managing 25 member team with 3 different queues
  • Completed projects – NPS - Customer champions, AST, Performance management - BQ
  • Conducted regular performance evaluations for staff members, providing constructive feedback and outlining areas of improvement.
  • Led employee relations through effective communication, coaching, training, and development.
  • Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.
  • Collaborated with cross-functional departments to drive cohesive efforts towards common goals and objectives.
  • Improved overall team morale with effective motivational techniques like reward programs, recognition events, and transparent communication practices.
  • Created knowledge-sharing platform, facilitating easier access to information and best practices among team members.

Team Leader

Convergys
Bengaluru, Karnataka, India
07.2013 - 12.2018
  • Expertise in user profile management of clients' support site
  • Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on spot
  • Conducted weekly walk-troughs with manager to discuss interior visual displays, including store window presentation
  • Educated customers about brand to incite excitement about company's mission and values
  • Worked with management team to implement proper dissection of responsibilities
  • Recommended chat promotions to clients, resulting in 2% of inflow in add-on business

Executive - Operations

Aegis
Bengaluru, Karnataka, India
05.2012 - 05.2013
  • Was responsible for efficient dealing of complaints to completion and enabling satisfaction of customer
  • Was responsible to answer participant questions, as well as question participants to obtain full understanding of what information is being requested
  • Handled customer queries as per their requirement in Booking, Cancelling and Modifying their reservations
  • Was given opportunity to handle escalation calls (SUP calls), as Tier 2 handled Escalation calls for many Agents
  • Handled both Outbound and Inbound calls

Education

GED -

ISBM
Karnataka, India
06.2015 - 07.2018

High School Diploma -

Siddaganga Polytechnic
Karnataka, India
06.2008 - 07.2011

Skills

Customer relationship building

Compliance - KYC & KYB

Limitations - Buyer Risk Operations

Limitations - Seller Risk Operations

Disputes - INR & SNAD

Fraud Investigations – Unauthorized Account Access

Team building expertise

Strong conflict resolution skills

Team oversight

User interface understanding

Daily workflow improvement

Strong interpersonal skills

Client assessment and analysis

Performance Coaching

Customer Focus

Operational Excellence

Influencing skills

Accomplishments

  • Rewarded with KTA for handling additional functional responsibilities - Employee retention
  • Recognized and rewarded outstanding work performance to cultivate a positive and collaborative customer service culture
  • Proposed multiple proactive clean-up projects which were reviewed and approved by the clients which resulted in an clean up activity for the historical records to keep the customers data clean and helped increase agent productivity
  • Was the stand-alone select for UAT (user acceptance testing) for Application life cycle management and SAP CRM upgrades
  • Handle the hiring process of the program considering the requirement of the business and appropriate skills
  • Used Microsoft Excel to develop inventory tracking spreadsheets

Strengths and Competencies

  • Leadership: Experienced in handling multiple teams through leading as an example and motivating / helping team members to grow, which is evident through multiple promotions achieved by my team to higher roles and minimal attrition
  • Performance Management: Managed client's metrics with careful planning and deep analysis. Proficient in streamlining a process through liaison with the clients to set a steady flow of work. Also, streamlined a complex process in a span of 1 year with “End to End” resolution to the issues at hand. This was accomplished through setting up SOPs completely from scratch, as no SOPs existed from the client during the transition period
  • People Management: Capable of building team with people from diversified cultural and professional backgrounds for a sustainable team environment which is quite evident in the low attrition of my 7 years, achieved 100% rating in the Employee Opinion Survey and multiple vertical movements of my reporters
  • Adapting to change: Open to change, capable of implementing new changes w.r.t. the process as well as at organizational policies to myself and the team with minimum blow backs. Learnt 3 processes and mastered in period of 5 years at Convergys

Timeline

Team Manager - Investigation & Regulatory

PayPal
12.2018 - 12.2023

GED -

ISBM
06.2015 - 07.2018

Team Leader

Convergys
07.2013 - 12.2018

Executive - Operations

Aegis
05.2012 - 05.2013

High School Diploma -

Siddaganga Polytechnic
06.2008 - 07.2011
Yathish MOperations Team Manager