Chethan S
#351, Nagadevanhalli, Vinayaka Layout, Bangalore - 560056
Phone: (M) +91 9597603968 / 95916 95389
Email: cskhopes@gmail.com / chethu_g00@yahoo.co.in
Over 10+ years of experience in BPO industry and now currently working as Asst. Manager at Technosoft Corporation
India Private Limited. A responsible position where my ability and education are extremely utilized for a career that
would provide me sufficient opportunities for continued growth, challenges and achievements.
 Cross functional experience in the areas of Operations Management, Process Transition, Training & Development,
Team Management, Project Coordination [Total experience of 10+ years]
 Has worked with DELL International services India limited, Coimbatore as Team Leader – Operations
 Experience in handling automation of reports using MS Excel and VBA ability to work efficiently with large datasets
 Expertise in using excel shortcuts to timely delivery of reports
 Reporting the Performance of the Business on Daily Basis to externally and internal customers
 A keen strategist with expertise in developing high quality plans and strategies that generate new business and produce
results
 Full life cycle analysis and documentation, including Terms of Reference, Business Requirements, Functional
Specifications and Implementation Plans.
 Preparation of Dash Boards, calculations on SLA and KPI Matrices, daily reporting for internal management etc.
Keeping a track of day-to-day performance of the team
EDUCATIONAL CREDENTIALS
 Pursuing MBA from Karnataka State Open University
 B. com from BHS College, Bangalore University in 2004
CORE COMPETENCIES
 Involved successfully in transitioning a new process from US to Offshore using webex training centre. This included
hiring new people and training them and setting up the facility infrastructure accordingly as per the requirements from
the customer and in-charge for preparing workflows,
 Ensure adequate staffing (numbers and quality) in recruitment by coordinating with HR team
 Simply the process by automating the work
 Extraction of the data and analysis and provide analytics to customer as a value add
 Automating the reporting capabilities
 Establishing goals and achieving them for profitability of operations.
 Volume Projections, Capacity Planning and Knowledge Transfer
 Managing customer relationship from pilot phase and building strong interactive partnership.
PROFESSIONAL EXPERIENCE
RESPONSIBILITIES AS ASSISTANT MANAGER -= TECHNOSOFT CORPORATION
 Supervising a team of 54 members; addressing all team issues as well as maintaining accuracy level of each transaction.
 Preparation of Dash Boards, calculations on SLA and KPI Matrices, daily reporting for internal management etc.
Keeping a track of day-to-day performance of the team.
 Motivating and inspiring the team to surpass their potential, Encouraging, supporting, Monitoring, organizing, and
coaching team on a day-to-day.
 To create performance and tracking reports and other specialized reports as per Client Requirements
 Preparing & maintaining Attendance Tracker, Productivity Report.
 Cultivating a team environment and ensuring that all team members perform at a consistently high level
 Ensuring exceptions with 100% accuracy and increase the productivity.
 Interacting with client on daily/weekly basis in order to meet up the client expectation.
 Taking care of tasks like Training, Goal Setting, Mid-Year and Annual Appraisal & Leave.

Dell International services India limited, Coimbatore
Dell BPS: Dell BPS was recently awarded Best Outsourcing Thought Leadership Award for its Automation and Innovation
Efforts. Dell has worked on automation of critical business processes using Dell Business Process Management System. Dell's
AFTEs or Automated FTEs cost a fraction of a fulltime employee (FTE), increase efficiencies and improve accuracy by
leveraging embedded industry knowledge.
Healthcare and Insurance Operations Team Lead (Reporting to Delivery Manager – Operations)
Key Deliverables:
 Leading and managing teams of 50 and 60 Processors on provider services and special rework projects
 Managing customer relationship from pilot phase and building strong interactive partnership.
 Performing confirmation and annual appraisals
 Attending weekly calls and providing updates of the team’s performance to the client
 Handling and resolving client escalations
 Supervising team meetings and cascading process updates
 Meet the set Operational goals which impact in financial savings
 Conducting error-counseling programs to verify the quality aspect of processing
TATA Consultancy Services Limited, Bangalore
Tata Consultancy Services (TCS) is a global leader in IT services, digital and business solutions that partners with its clients to
simplify, strengthen and transform their businesses. We ensure the highest levels of certainty and satisfaction through a deep-set
commitment to our clients, comprehensive industry expertise and a global network of innovation and delivery centers.
Business Analyst– Operations (reporting to Operations manager).
Key Deliverables:
 Provide analytical insights and recommendations to client based upon research findings.
 Responsible for the development of client reports on current trends.
 Responsible for tracking and driving all process parameters critical to quality for process delivery.
 Handling customer complaints.
 Preparing Macro to run the queries in QA and Production Environment.
 Sending clarification E-mails to Onshore SME’s on new scenarios’ providing the same input to the Team.
 Reviewing emails sent by New Joiners and providing feedback, Sharing and discussing the errors in order to avoid such
errors in future
 Coordination between client and the Offshore Configuration team on a daily basis.
Hinduja Global Solutions, Bangalore - SUBJECT MATTER EXPERT
The Hinduja Group is a company that excels in providing Outsourcing Solutions to a global clientele of Fortune 500 companies.
HGSL, part of the multibillion dollar conglomerate - Hinduja Group, is a 130 million USD company with over 65 clients and
45,000 employees across the globe.
Hinduja Global Solutions (Feb 2005 –Dec 2010)
 Working for US Health care insurance company
 Acquiring knowledge of related areas of project
 Handling a team of twenty members
 Understand and adhere to the production and quality goals of the project
 Utilize and be familiar with the current system functions, applications and enhancements
 Update and maintain respective productivity and quality reports
 Understanding all the binding laws and regulations relating to the project
 Mentor the team members on the updates and the new batches under the supervision of their assistant managers
 Assisting the Assistant manager with regard backlog reports, production reports and region wise reports
 Participating in the conference calls

 Strictly restricting the usage of resources for official purposes
TRAINING A
 Six Sigma Green Belt from Dell
 Certified Software Testing Engineer in reputed software institute – Q-Spider
 Lean from Dell
 MS Excel from HGSL
PERSONAL MINUTIAE
Date of Birth: 18Th
Feb, 1984
Languages Known: Kannada, English,Telugu, and Tamil
Location Preference: Bangalore
Passport : B1 – U.S Visa
(Chethan S)