1. Mamatha P L
Mobile: +91 9686655066 e Mail: mamthaphutane@gmail.com
JOB OBJECTIVE: Middle level positions in Operations, Process Management, Service Delivery, and
CRM with a reputed organisation. To gain first hand knowledge in all aspects of the process and to enhance
it with my experience of team handling and customer relations. A career oriented enthusiastic individual
with a sound value system, proven ability to lead, handle multiple tasks, mo tivate and communicate to
achieve specific goals.
PROFESSIONAL PROFILE
 A competent professional with 5 + years’ experience in Operations, Process Management, Service
Delivery, Client Relationship Management & Team Management.
 Knowledge in Order Management, Banking and Telecom.
 Currently associated with Concentrix. - Bangalore as Analyst- Operations
 Proficient in managing & leading teams in driving metrics for running successful Process Operations; and
experience of implementing Procedures and Service Standards for business excellence.
Extensive Exposure to Call Centre and Customer Care Operations, non voice and Backend Operation
programs for Order Management.
Possess excellent interpersonal, communication and organisational skills with proven abilities in customer
relationship management & planning.
AREAS OF EXPOSURE & EXPERTISE
Operations Management
 Managing customer service operations inclusive of conceptualising & implementing short / long term
plans; managing teams with focus on excelling business targets & service delivery metrics.
 Preparing MIS
 Order Management – Preparing quotation till Cash Collection
Process Management
 Conducting process reviews to enable strict adherence to process parameters and systems.
 Mapping client’s requirements; assisting in developing, implementing and transitioning, customising
Processes in line with the guidelines specified by the client.
 Preparing Standard Operating Procedures, Manuals to facilitate smooth functioning of process, ensuring
conformance to Service Level Agreements.
 Monitoring the overall functioning of processes, identifying improvement areas and implementing
adequate measures to maximise customer satisfaction level.
Quality Assurance
 Overseeing a high-quality customer experience by elevating customer satisfaction through SLA
adherence.
 Steering accomplishments of set quality standards in SLAs; conducting regular quality audits
 Compiling, reviewing & monitoring daily / weekly performance of TSR/CSR call quality.
Client Relationship Management
 Responsible for service delivery, assessing customer feedback & providing critical feedback.
 Taking escalations for resolving critical issues; ensuring CTQ Delivery & Business Continuity.
 Identifying improvement areas & implementing measures to maximise customer satisfaction levels.
 Ensuring continuous interaction with the customer to make sure that area of concern can be worked
upon for improved customer satisfaction and process improvement.
Team Management
 Interacting with Support functions for staffing & scheduling requirements, performance reporting, etc.
 Managing & monitoring the performance of teams, maintaining Shift Statistics to ensure efficiency in
process operations and meeting of individual & group targets.
 Motivating team members by nominating them for rewards & recognition; determining training needs;
conducting suitable training programs to enhance their operational efficiency leading to increased
productivity.

2. ORGANISATIONAL EXPERIENCE
(Present)
May-2013 – Dec-2014 as Analyst - Operation with Concentrix
Analyst - Operations – May-2013 to Dec-2014
 Responsible to meet all agreed client SLA's and performance parameters
 Plan, organize and direct the day-to-day activities of the sub-function thereby ensuring the
management and delivery of quality services to clients.
 Liaising with various departments within organization to gain support and resolve issues.
 Analyzing MIS & other statements with a view to upgrade the Floor with latest downloads; assist in
critical decision-making process.
 Responsible for allocating the work to the subordinates, ensuring timely completion.
 Conducting individual, group and organization based training needs analyses & assessments.
 Leading, mentoring & monitoring the performance of team members to ensure efficiency in process
operations and meeting of individual & group targets.
 Mapping client’s, identifying improvement areas & implementing measures to maximize customer
satisfaction levels.
Process Details
 Responsible for managing the fulfillment of customer orders and providing day-to-day support to the
Sales team in the development of customer quotations for project based orders.
 Orders will include products and custom projects that require a high level of services.
 Provide support for project development and data analysis and coordinate with Strategic Alliances to
ensure availability of raw material.
 Continuously update Sales as appropriate and drive custom orders to completion.
 Responsibilities include managing and meeting all timelines, driving a consistent, accurately tracking
of orders and shipments, and the creation, scheduling and processing of work order related tasks
through the laboratory.
 A key function is to establish and maintain excellent working relationships with the Business
Development team, Shipping & Receiving and IT team members.
Senior Customer Service Associate – Jul-2011 to April -2013
 Handling the Over drawn accounts: If you try to make a payment when you don’t have enough
available funds in your account, we will treat this as a request for an Unplanned Overdraft. If we
agree, we’ll provide you with an Unplanned Overdraft (or extend your existing one) to cover the
payment. On that basis we check if there are any payments presented by the customer to cover up
the overdraft amount, if they aren’t covering we return the payments presented for that day along
with the charges.
 Account Closure: we follow 60 days closure polity, if the customer account still goes overdraft we
send reminder mails, after which in case there is no attempt by the customer we close the account
and inform the customer.
 Conducting Cross Skill training and New Hire Training
 Investigation of rejected debits and credits.
 Allocate the cases to the team members basis their skill sets.
ATTAINMENTS
 Was awarded Gem Award in 2010
 Was awarded Gem Award in 2011
 Was Awarded Star Award in 2012
ACADEMIC CREDENTIALS
 Currently perusing PGDBA in Operations from Symbosis Institute
 Completed B.Com from Bangalore University

3. PERSONAL DETAILS
Date of Birth : 2nd
Jul 1987
Gender : Female
Nationality : Indian
Marital Status : Married
Languages Known : English, Hindi, Kannada, & Marathi
Present address : SYCON ONE Apartment, No.2, 1st
Main Road, Flat No “N”, Second Floor,
Opp M.M.Layout, Dr Ambedkar College Road,
Bangalore – 32.