Lakshmanan - Customer Service Manager - Pune, MH, India

Latha Lakshmanan

Pune, MH, India


Customer Service Manager

  • Full time
  • Part time
  • One time
  • Contract
  • Temp


Senior managerial assignments in Process Management ~ Operations Management ~ Customer Relationship Management with a growth driven organisation.

Work History

chennai as Manager

TATA Trent Group

From August 2011

Managing Customer care, Customer Order, Payment Gateways and Business Perspective role of Accounts.

Customers would reach through Phones, Mails, Social Media and Web forms for their queries and complaints.

Call Management is carried out vide call centre solution and Complaint Management is carried out vide customized CRM (Customer Relationship Management).Emails and Web forms are handled via Group mail id.

Role: Customer Care/Customer Order
Lead a team of 12 members to resolve customer queries and concerns

• Allocating work, ensuring quality, and giving feedbacks for effective customer care.
• Ensure timely completion of all related activities such as Cancellation request, Validation of COD Orders, manage undelivered and return orders, Call backs of abandoned calls on an 3 hours intervals
• Quick resolutions for escalations and social media cases
• Managing the aging cases with TAT of 15-20 days
• Monitoring and motivating team to perform as per business targets and plans.

Role: Accounts/Payment Gateway
• Manual Order authorizations and process refunds.
• Liaising with Payment Gateways - Bill desk/Citibank and Qwikcilver
• Petty cash location wise voucher approvals and cash disbursements
• Upload of daily sales in SAP
• Managing vendor payments as per fund allocations.
• COD reconciliations to arrive at collectables and ensure timely collections from COD Partners.

• Work plan devised and executed for quicker customer resolution.
• Streamlined the recruitment process for call centre agents
• Managed call centre set up in total with vendors and customized CRM(Customer relationship Management) software
• Work instructions and process manuals drafted for customer care, operations and accounts department functioning.
• Frequent call centre break down due to connectivity issue was overcome through change over of data centre with alternative connectivity
• Implemented Shift Roaster and Productivity MIS
• a)High commission...

Assistant Manager

April 2009 - July 2011

• Led a team consist of 26 member and resolved US bank credit card payment related queries and concerns.
• Supervised query resolution of U.S Citibank credit operations and Sears disputes process including payment adjustment, fee/finance charge adjustments, refunds, letter generation, chargeback process & Sears disputes).
• Overseen the internal controls to achieve the required monthly quality targets.

Team Leader

Diners Acquiring Services

October 2006 - March 2009

• Handled a team of 7 members and working on various types of queries related to Diners Merchant Services for 5 different countries.
• Managed Merchant Query Resolution process of Citi Bank UK, Beneflux, Swiss Diners product (Includes Maintenance, Amendments of merchant data, letter and statement generation, Investigating Unspotted Merchant Transactions and correction).
• Successfully migrated full process through net meeting in Diners Corporate Card Process (UK).
• Significantly improved process by automating the process thereby reduced the process time by 2 hours.

Assistant Manager

TCS e-Serve Limited

March 2004 - July 2011

• Monitoring and motivating team to perform as per business targets and plans.
• Allocating work, ensuring quality, giving monthly feedbacks and preparing goal sheets for the team.
• Conducting various programmes like team meeting, reorganization and motivation session; attending weekly client calls and organizing associate cross training.
• Involved in monthly MIS reporting to Client and seniors.

• Successfully completed:
o Six sigma project for improving accuracy level of process.
o Internal QMS auditor training course and conducted internal ISO 9001-2000 Audit for 5 units in TCS - e Serve.
• Winner of Individual & Team Unicorn Award.
• Maintaining Audit deliverables and handled - IQMS Audit (2010), COPC Audit (2009), ISO Audit (2009)
• Super Team Award Winner
• Eliminated the manual work around through system automation and reduced the TAT for end customer and work creep brought in through training the SME of the process

Previous Assignments (Below were assignments done in TCS eserve as different roles)

Senior Processor

March 2004 - March 2006

• Imparted training to new hires into the process and acted as a referral point.
• Successfully reduced volumes to nearly 60% by analysing the repeated issues.
• Initiated to contact agencies to work on Agency Payment Rejects

Previous Assignments

Manager -Accounts

Kenmore Shoes Pvt. Ltd

August 2002 - February 2004

• Responsible for banking, funds management; prepared monthly cash flow, trial balance and final accounts.
• Conducted Overhead analysis and prepared other MIS reports
• Involved in export-import party reconciliation and conduced creditor's age-wise analysis.
• Computed salaries, overtime and wages and coordinated with bankers and suppliers.
• Coordinated with Systems Department for designing reports.

Accounts Administrator

Ri Dong Corporation/Thong Nam Construction Pvt. Ltd

August 2001 - April 2002

• Accountable for computation of the quarterly goods and services tax and maintained petty cash, creditors and debtors ledger.
• Authenticated the records in line with Vendor Invoices and ensured on time payment of the invoices.
• Generated sales invoices, delivery orders, purchase orders, credit and debtors notes.
• Ensured that there is smooth and constant flow of materials in and finished goods out.

Industrial Trainee

Sundaram -Clayton Ltd

August 1999 - May 2000

• Handled routine sales and debtors accounting like receipts and prepared Hundi, Credit and Debit note, etc.
• Responsible for negotiation of local & exports bills for collection and other Export documentation (ECGC Coverage, Export Agency Commission).
• Reconciled Debtors accounts and conducted customer wise, segment wise analysis of debtors.
• Liaised with systems for designing feedback reports and with bank for realization of export proceeds.

Qatar as Accountant

August 1997 - December 1997

• Generated bank reconciliation statement, handled day to day transaction and maintained the journal proper.
• Prepared revenue & expenses statement and calculated leave salaries.

Manager- Administration

September 1996 - February 1997

• Involved in mobilizing deposits and scheduling the routine work of junior associates.
• Administered more than 25 branches within India and channelised appropriation of funds to customers.
• Coordinated with advertisement agencies and maintained their accounts.
• Handled the recruitment process to identify the best skilled person for the required job.

Branch Manager

Saravana Credit & Investments

June 1995 - February 1997

The Growth Path:

Branch Manager

June 1995 - August 1996


To Improve the accuracy level of payment investigation process

Green Belt Project done to Improve Accuracy level and reduce client escalations

Qualifications & Certifications

Madras University


Madras University

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