H.No. 17-22Medipally,Uppal RoadHyderabad - 500098Phone:8886580007

P. Chandrashekar Reddy

Objective

A challenging career, which offers an opportunity to move up in an organization hierarchy, continuous learning, and be a part of the team in achieving organizational objective.

Qualification Summary

Customer Service Professional with over 8 years of experience in BPO industry.

Strong statistical analysis skills Advanced quantitative and qualitative methodology Excellent oral and written communication skills Strong understanding of customer service delivery Superior organization and prioritization skills Strong interpersonal skills

Experience

C3I

Assistant Manager Operations

April 2013 – Till date

Operational Responsibilities

Manage staff to ensure service levels are protected across all service bands.

Conduct performance appraisals, developing professional development plans, and creating performance incentive programs.

Counsel, mentor and dispense disciplinary action to staff. Determine staffing requirements based on changing support environment. Coordinate with Accounts Team to forecast call volume based on trends so

far and upcoming events. Change Management of adding new dedicated pods Knowledge Development & Maintenance Dedicated Team Training External focus on customer’s priorities/needs Mentoring of all account SMEs and Team Leads Participate in recruiting of Help Desk staff as needed and provide

input/feedback to Operations Manager/Director on potential candidates. Help to identify staffing requirements based on forecasted volume,

projects, etc.

Ensure Help Desk Analysts meet efficiency requirements, as laid out by management.

Responsible for high morale of all Help Desk staff (Analysts, Team Leads, etc.)

Build/adjust staff model based on forecast Build and adjust schedule across all functions Queue monitoring React to short term staffing issues (people out, holidays, volume spikes,

etc.).

Training/QA/Change Management

Ensure effective execution of all Training Initiatives for the Help Desk team in the Global location. As such, must work closely with US-based SME’s to ensure effective change management and knowledge transfer between Client, US Account Team, and the Global Operations Center.)

Engage in QA/QC activities as needed. (QA/QC activities include, but are not limited to, Open / Closed AR Review, QA monitoring/scoring using V-Print, live/observe.

Consistently maintain high level understanding of the Client technical / business environment.

Ensure that Service Ware is consistently accurate and update /create KI’s consistently to ensure that all Service Ware content is accurate. Consistently search for gaps in existing Service Ware content, develop content to close those gaps, and ensure the tool is consistently optimized for ease of use by the Global Operations Center. Ensure Service ware content is always complete, comprehensive, and accurate.

Ensure that Global Help Desk team members are consistently aware of all changes to existing policies and procedures. Effectively manage all changes to Client’s technical /business environment by using Tele-conferences, e-mail, instant messenger, and any other method of communication to interact with the US Account Team, and train Global employees on these changes.

   

HSBC, HDPI

Oct 2006 – June 2012

Assistant Manager Operations

Led a team of 50 employees and ensured optimum performance against business deliverables .i.e. Sales, AHT and CSAT. Exceeded the Sales targets and improved the AHT and quality performance of the team.

Coached, trained and mentored staff for performance improvement and personal development.

Overseeing process operations to ensure adherence to internal policies and procedures. Suggesting improvements in the operations and processes to improve customer satisfaction and performance.

Conducting internal process reviews for ensuring strict adherence to the audit and compliance guidelines.

Assisting the operations team in maintaining SLAs.

Project/Process Improvement

Site Lead (HSBC) – Online Payments Procedural Re-write (Project Red Flag)

Feb 2009 – April 2009

Coordinate with the Project Manager and the Senior Management to ensure the project is completed within the time.

Identify and manage staff for implementing the project. Plan and organize training, focus groups and survey of the staff. Evaluate and analyze the feedback and send recommendations. Track and communicate project status to senior management through

weekly reports. Plan, organize and implement all aspects of project. Facilitate conference calls with the project team to review goals and

manage progress. Contributed significantly in simplifying and improving the procedures.

Coordinator (HSBC)

Quality and Audits – May 2009 – Dec 2009

Coordinate with the Senior Management and the quality team to ensure operations losses and errors were kept to minimal.

Led the internal audit team, managed staffing, performance, and initiatives within the team.

Saved operations losses of £148,000. Plan and organize training, focus groups and survey of the direct staff. Evaluate and analyze the trends and send recommendations for corrective

actions. Create and send MIs to the operations team. Facilitate best practice sessions and training for the operations team for

improving quality and reducing errors. Significantly contributed in reducing the operations losses and errors and

received compliments from the higher management for the same.

Coordinator/Mentor (HSBC)

Oct 2008 – May 2009

Managed a team of 30 staff in training. Supervised the training and coaching of new staff on procedures and soft-skills and helped them perform to their optimum, received best mentor award for the same.

Planned and organized training sessions to help staff reduce their learning curve.

Customer Service Representative (HSBC)

Oct2006 – Sept2008

Delivered exceptional performance on key deliverables i.e. Sales, AHT, and Quality.

Received numerous awards for exceptional performance and initiatives.

Achievements

Assistant Manager Operations-Superstar for best performance. Best Team Lead of the Year for exceptional performance. Most Popular NextGen Spark of the year 2010 for Planning and Organizing

events to engage staff and driving the NextGen values. Team Of The Quarter Best Mentor. Customer compliments.

IVY COMPTECH

May 2006 – Oct 2006

Poker Customer Service Executive

24/7 Customer Service

April2005-April2006

Customer Service Executive

Education

2006 B.Sc, Osmania University Hyderabad

Interests

Listening to Music and Watching Movies.