Shetty - Team Leader - Chandra Layout, Marathahalli, Bangalore, Karnataka 560037, India

Manohar Shetty

Chandra Layout, Marathahalli, Bangalore, Karnataka 560037, India

Services

Team Leader

Summary:

To develop and strategize on a competitive position that would enable optimum utilization of my skill sets, talent and abilities in the arena of Customer Service, simultaneously offering opportunities for professional growth while being resourceful, innovative and flexible.

Work History

Lead and motivate the team

From May 2008

to achieve business results and ensure highest quality of customer service.
• Team size of 18 CSRs, in an customer service queue for a technical support campaign.
• Duties involved: Planning, Review (Internal, Client), Con Calls, Hiring, Training, Retention, Fun, Recognition, Queue Management, Compliance, Quality, Rostering and People Development among others
• Constantly devised and implemented plans to ensure cost effectiveness in training, retraining, through retention, R&R
• Was instrumental in setting up of a TNA and refresher training programs on the production floor
• Set up a robust R&R program, with key inputs derived from those involved on the floor
• Was recognized as the Team Lead of the Quarter thrice for meeting all goals
• Management of bottom quartile performance, identify needs, present case, obtain business approval, develop module and schedule, re-train, assess, certify and mentor back to production.
• Working on various Business Process Improvement Projects. Part of projects involving extensive data analysis related to Cost/Productivity/Customer Experience levels.
• Ensure team meets set SLAs, manage metrics and look at continuous improvement initiatives.
• Share knowledge, best practice and experience with colleagues in achievement of their goals.
• Carry out monthly, quarterly and annual reviews for the team.
• Early identification & escalation of actions/potential losses & showstoppers (Attrition management, Formulate Development/Action Plan, Rewards & Recognition).
• Assist in recruitment, training and maintain effective communication in the team.
• Quality management by doing call audits and providing feedback and coaching, facilitated the team to achieve a break through accuracy of 99% quality through validation checks.
• Establish & review absenteeism to ensure that it is well within acceptable levels.

Customer Service Associate (Customer Service Queue, Technical Support)

First Source Solution LTD Formerly Known

October 2006 - May 2008

as ICICI One Source LTD
October 2006 to May 2008
Designation: Customer Service Associate (Customer Service Queue, Technical Support)
Responsibilities: Solving Query for the Customer

Operation Trainer (Level

CAFÉ COFFEE DAY

May 2004 - October 2006

1)
Responsibilities:
Ø Taking care of customer service.
Ø Handing Cash Counter (Sales and Vouchers).

Process Leader

First Source Solution LTD

Duties:

• Lead and motivate the team to achieve business results and ensure highest quality of customer service.
• Team size of 18 CSRs, in an customer service queue for a technical support campaign.
• Duties involved: Planning, Review (Internal, Client), Con Calls, Hiring, Training, Retention, Fun, Recognition, Queue Management, Compliance, Quality, Rostering and People Development among others
• Constantly devised and implemented plans to ensure cost effectiveness in training, retraining, through retention, R&R
• Was instrumental in setting up of a TNA and refresher training programs on the production floor
• Set up a robust R&R program, with key inputs derived from those involved on the floor
• Was recognized as the Team Lead of the Quarter thrice for meeting all goals
• Management of bottom quartile performance, identify needs, present case, obtain business approval, develop module and schedule, re-train, assess, certify and mentor back to production.
• Working on various Business Process Improvement Projects. Part of projects involving extensive data analysis related to Cost/Productivity/Customer Experience levels.
• Ensure team meets set SLAs, manage metrics and look at continuous improvement initiatives.
• Share knowledge, best practice and experience with colleagues in achievement of their goals.
• Carry out monthly, quarterly and annual reviews for the team.
• Early identification & escalation of actions/potential losses & showstoppers (Attrition management, Formulate Development/Action Plan, Rewards & Recognition).
• Assist in recruitment, training and maintain effective communication in the team.
• Quality management by doing call audits and providing feedback and coaching, facilitated the team to achieve a break through accuracy of 99% quality through validation checks.
• Establish & review absenteeism to ensure that it is well within acceptable levels.

Qualifications & Certifications

Business Administration

ISME

GSS English High School

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