Hyderabad - 500098
P. Chandrashekar Reddy
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.
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
Assistant Manager Operations
April 2013 – Till date
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
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
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
React to short term staffing issues (people out, holidays, volume spikes, etc.).
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,
Consistently maintain high level understanding of the Client technical / business
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 complet e,
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.
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
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
Assisting the operations team in maintaining SLAs.
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
Plan, organize and implement all aspects of project.
Facilitate conference calls with the project team to review goals and manage
Contributed significantly in simplifying and improving the procedures.
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
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.
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 hel p 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.
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
May 2006 – Oct 2006
Poker Customer Service Executive
24/7 Customer Service
Customer Service Executive
2006 B.Sc, Osmania University Hyderabad
Listening to Music and Watching Movies.