P. Suneel Kumar ReddyPhone: 91-9094923742 | Cell: (+91) 9940010126| E-mail: suneelreddy002@gmail.com.

Objective:

Aspiring for a Challenging career in a service industry-Telecom/Non-banking to establish my proven skills in Customer service and Delight through team management.

PROFESSIONAL SNAPSHOT

• Holding 6 years of Professional experience in Customer Relationship, Acquisition and Process Management, Client Satisfaction & Customer Delight resulting in Customer Bonding towards the brand.

• Currently working for Shriram value services -- designated as Associate manger.

• Handling a Team of 4 different process (shiram city union finance) 4 Team leads with 76 associates and primarily responsible for Acquisition process Management in the Cluster and the team's performance.

• Holding Full responsibility of CCMS Development.(call centre Management system).

• Addition Responsibility of publishing internal and external centre MTD Reports.

• Exploring more comprehensive ventures in the arena of Entire process in the mid-level mgt.

• Adept in internal and external functions of preparing reports and analysing with reports.

• Possess excellent interpersonal and organizational skills with proven abilities in team management and customer relationship management.

• An effective communicator with strong team management, analytical and C-Sat skills

TOTAL WORK EXPERIENCE- 6 -- years

Associate Manager Shriram value service Mar -2014 till Present

Responsibilities in operations:

• Assurance to oversee quality standards on the company's production floor & Process.

• Managing different process like Collections, inbound, Reminder, welcome Process.

• Scheduling staff and tasks, implementing strategies or providing leadership.

• Providing critical progress reports to higher management.(Analytical).

• Motivating team for better results.

• Maintain Process Shrinkage & Attrition.

Responsibilities in Regular activities:

• Expertise in Client Expectation thru Proactive call Monitoring, Promptly highlight the Process gaps, Process Adherence, Analysing Data, Calibrations, Client Coordination.

• Regular analysis of team’s quality & Productivity, Shrinkage, Attrition and provide them with the

Improving measures.

• Identify and highlight the process gaps that have an adverse impact on customer experience and agent

delivery.

• Ensure that all the daily, weekly & monthly reports are sent to all the concerned on time

• Make sure that all TLS are completing Daily call monitors.

• Required to monitor 2 calls per TL every week which are already evaluated by the TLS.

• Performance of the TLS to be reviewed on a weekly basis and give appropriate feedbacks

• Downloading the Quality & new updates to the team and motivating them, to enhance their performance.

• Ensuring the customer satisfaction and the commitment towards the customer had fulfil without any delay.

• Managing the client escalation and documentation compliance pertaining to standard Guidelines.

Team LeaderShriram value servicesDec-2011 till Mar- 2014

Responsibilities

• Responsible for all customer payment delivery function’s for the Loan segment for Shriram transport &

shriram city union finance customer base.

• Handled a Team of 25 executives and 2 outlets, primarily responsible for collecting the payment within

the closer date and the team's performance

• Responsible for complaint management, customer interface, issue resolution

• Work closely with the Support teams; utilize relationships with the channel partners and collection

agencies to analyze their difficulty in collecting the outstanding amount from the customers. And ensure

customer complaints are resolved

• Cognizant of the different Quality Control tools and six sigma methodologies

• Attend / Conduct Focus Group meetings with team to identify the areas of improvement

• Having weekend circuits with the team to make them aware of process updates

• Appraising team members and designing Development plans for team members

• To check in-depth, the productivity of each team member, assigning appropriate training schedule on the

areas of improvements

Achievements

• Nominated as a Best Team Leader for two consecutive Quarters.• Taken proactive measures to have the base active hence contributing to revenue enhancement.• Framed a process to have close monitor on HIGH VALUE customers. • Actively coordinated with finance team & department heads for the Retention tools and for the required

approvals.

Team leaderFirst Source Solution Pvt LTDMay - 2009 till Dec - 2011

First source Solutions Ltd., Chennai - 11st May 2009: Working from past 24 months. (moved to the Exposure monitoring of end customers and got recognized for the high usage customers handling, mentoring the new CSAs on the floor, handling escalations calls.) Certified with NLCP

Selected as a Team Leader in Nov’ 2010, won the attrition warrior award

• First source:-Handling the Team of 25 to 28Entrants. Made the team capable to achieve self-initiated initial targets. Quality maintained at 90% MTD with lesser Zero Tolerances on calls. Team bonding and fun activities on the floor with the help of EE Team. Carrier guidance on BPO and growth. Handling escalations.

• Conducting refreshers with the help of Training and call auditing, activity monitoring, feedback and couching. Completed with Train to retain program and selected as a training faculty for further waves of Aspire. Designing Value adds for the process, Performance analysis to upgrade the portfolio’s improvement.

• Dialer management and data interpretation with the support of MIS and WFM team. Leave management and Company Policy awareness. Timely interactions with clients to have a better idea on expectations to be delivered..

Achievements

• Actively involved in maintaining consistent retention percentage through my career.• Nominated as a Best Team Player for three consecutive Quarters • Gained in-depth knowledge of project management in the Sales Industry.

ACADEMIC CREDENTAIL

Professional Certification

B.Sc. computer science - SV university– April 2009.

Other Skill sets

Trained in NLCP -(Neo –Leader ship certification program)

Trained in Retain to Retain Program.

Good in Excel and Power point.

PERSONAL DETAILS

Date of Birth : 22-05-1985

Address : 5/71 thiruvika street, Perungudi -600075

Marital Status : Single

Sex : male

Nationality : Indian

Languages Known : English, Tamil, Telugu, and Hindi.

Hobbies : Painting, Listening Music, Reading books, Yours Sincerely,

(Suneel kumar Reddy. P)