Gowtham Updated

GOWTHAM KUMAR K. Email Id: [email protected] Mobile: +91 8056177111, 9566211170 Purpose: • A Management Professional aiming for a challenging role to head Operations with organization preferably in the BPO sector and learned a lot on managerial skills, people management, employee retention & Operations. Precis: • Skills in developing relationships with key decision-makers in target organizations for revenue. • Proficient in developing & streamlining process with proven ability to enhance operational/administrative effectiveness and meet operational goals within the cost, time & quality parameters. • Strong organizer, motivator, team player and a decisive leader with successful track record in directing projects from original concept through implementation to handle diverse market dynamics. • Proven track record in managing & leading teams for running successful process operations & experience of developing procedures, service standards for business excellence. • High integrity, energetic leader known for ability to envision and create successful outcomes in complex multicultural environment

Educational Profile:

Education Details:

From

To

B.E.(ECE), First Class, Bharat Nikethan Engineering College , Madurai Kamarajar University.

1999

2002

Diploma in Computer Technology, First Class with Hons Thai Moogambigai Polytechnic, Chennai

1996

1999

Higher Secondary, with 65%

1995

1996

SSLC, with 68%

1993

1994

Employment Chronicle-Sutherland Global Services, Chennai Oct’08 till July’10 as a Team Leader

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As part of my responsibilities as a Team Leader I am also responsible for preparation of EOD reports, scheduling, team shrinkage, program attrition, also play the key-role as a mentor for training SME and Senior TSR’s etc.,

My Achievements:

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Handling a team of 25 FLA’s. Monitoring and managing CMS effectively. Maintaining highest level of discipline in the team. Excellent people handling skills. Meeting up on SLA’s, AHT & Shrinkage. Client calls on a daily basis and Calibration call thrice a week. Training new hires well within the stipulated time frame. Was able to satisfy Clients with timely response on emails and providing good customer service to customers. My expertise on employee retention helped me to keep the Program’s expectations well intact. Monitoring the calls on a daily & weekly basis and coaching is given whenever necessary Escalating outages to the Technology team if process applications are not working in the expected manner Being a barrier between the management and team members Co-ordinate with the Training and Development team to ensure every employee involved in the process is adequately trained on the basics of the process to be handled and is made aware of the Code of conduct to be maintained on a call. Incharge of conducting JMS(Joint Monitoring Session) with TL’s and Quality reps to make sure the quality scores are in same pace. Kept the team motivated & helped individuals to develop as future leaders

Mar’7 to Aug’08 as a Subject Matter Expert

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Taking care of team and guiding them whilst attending supervisor calls. Meeting up with day’s AHT and QA scores. Interacting with Gateway Support Teams calling in (inbound) and helping them to dispatch onsite to the customer’s location. Interacting with customers calling in (inbound) and helping them in applying for finance with international banks and providing response to their queries thereby providing good Customer service Interacting with Service Providers in a timely manner to ensure service is performed and thereby not having our customers dissatisfied.

Senior Customer Service Executive, April’06 –Mar’07

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Cascading Program updates to the team members. Conduct team huddles when required and ensure expectations are set and adhered. Escalating outages to the Technology team if process applications are not working in the expected manner Key role in Queue Management to ensure SLA’s are met. Active participation in all cultural programs conducted by the company

Customer Service Executive,Feb 05 - Mar 06

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Handling inbound calls and achieving AHT & QA Scores. Interacting with Gateway Support Teams calling in (inbound) and helping them to dispatch onsite to the customer’s location. Interacting with customers calling in (inbound) and helping them in applying for finance with international banks and providing response to their queries thereby providing good Customer service. Participating in cultural programs organized by the company.

Help Desk Engineer,Feb 04 – Jan 05

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Resolving various technical issues related to Operating System and Application for Gateway Computers Troubleshooting Internet issues (Dialup,Cablemodem,Wireless Connections),Internet

Technical Skills: Operating Systems Windows 9x, ME, 2000, XP,Vista & WIN7 Networking Windows Administration NT,2000 & 2003 MCP C, C++ Languages

Awards and Achievements: • •

Top performer in Gateway Credit Check for consecutive 6 months (Jan’08 – June’08) Best Performance Award for the month of Aug ‘ 07 & Dec’ 07 Appreciations from client for task completed before the stipulated time Key Role as Fire-Warden for a BCP-DR (Business Continuity Plan- Disaster Recovery) at the facility to ensure business is still recovered well within the stipulated time.

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Undergone Six Sigma Green Belt Training Awarded as a Best Team Leader from Feb’09 to June’09 Awarded as the Best Team for Least Shrinkage for the month of Jan’10

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Improved CSAT through resolution & service Increasing customer satisfaction by providing excellent after service & feedback

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Personal Profile: Name:

Gowtham Kumar K.

Date of Birth:

Dec 18 1978

Father’s Name:

K.Krishnan

Permanent Address:

#4/843,Mugappair West, Chennai-37

Passport#:

E6053752

GOWTHAM KUMAR.K