Vinay Shivanandakumar Mobile: (+91) 9886460081 E-mail:vinay-s@live.com
PROFESSIONAL SNAPSHOT
? A competent professional with over 10 years of experience in IT, Customer Retention, New Projects/ Initiatives, Technical support, Customer Service Operations, System Administration & Call centre Management.
? Presently designated as Business Systems Sr. Analyst- ITSM Platform Data Administration (POAS v3).
? Adept at managing & leading teams for running successful process operations & experience of developing procedures, service standards for business excellence.
? Displayed proficiency in implementing innovative customer service strategies and processes for TAT / SLA’s across departments with the view to escalate customer satisfaction
? Possess excellent analytical, presentation, interpersonal & organisational skills and proven abilities in team management. & Relationship Management.
CORE COMPETENCIES
Process Management:
? Monitoring overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.
? Creating & implementing workflows to facilitate structured support in all areas and issues.
? Overseeing process improvement initiatives through system changes, process realignment/ redefining & efficiency management.
? Sending reports to the top management and maintaining the agreed SLA & thereby focusing on maximizing customer experience while optimizing costs.
Operations Management:
? Implementing short/long-term plans for achieving process objectives.
? Coordinating with process managers to provide them with the feedback related to the trainings and the recruits that would be joining their process.
? Interacting with clients through e-mails and weekly conference calls to review and resolve operational issues as well as implementing new process & procedure changes.
? Setting quality standards for operational areas & ensuring adherence to quality standards.
? Developing Process Parameters, Quality Evaluation & Grading System and Testing Techniques for evaluation and managing documentation of the same.
Customer Service Operations
? Providing information to customers about the Customer outlet happenings & Customer Engagement Program in each zone
? Overseeing collections & recovery processes, devising and setting up new processes & procedure for improving collections / recovery time from Customer Outlet, verification agency and Soft collection agencies.
? Managing delinquent account collection and establishing terms of payment viz. fraud management as well contacting people by phone or letter to inform them of an unpaid account.
New Projects/ Initiatives
? Designing & defining Customer Segmentation approach, and effectuating different strategies for different segments of the customers.
? Managing delivery of value-added customer service for escalation of customer satisfaction levels for the high value corporate accounts as well as individual customers.
? Handling Project rollouts for new outlets, Mini Customer outlets and renovation of stores etc.
? Organising & conducting reward and recognition programs to motivate team members to enhance performance and achieve organisation’s goal.
Customer Retention
? Designing schemes for controlling churn through customer and channel end by designing and implementing programs especially for the Platinum and Gold Customer base on a proactive basis.
? Ensuring maintenance of excellent relations with clients & service delivery to generate avenues for additional business and retaining customers for future.
? Monitoring the speedy resolution of client queries & grievances to maximize satisfaction levels by identifying improvement areas and implementing adequate measures
? Planning & execution of Customer Life Cycle management to arrest churn levels of customers.
Team management
? Imparting /organizing training programs for new recruits for achieving pre planned business targets.
? Leading, training & monitoring the performance of team members to ensure efficiency in sales operations and meeting of individual & group targets.
CAREER DEVELOPMENT
26th Oct’2014-Current Business Systems Sr. Analyst- ITSM Platform Data Administration
? Support the technical implementation, translate customer requirements to Dell internal systems and processes, and help to Onboard new customer accounts onto the Dell IT Services platform
? Assist in the management of internal and external dependencies and help drive customer go-live deadlines
? Possess an understanding of IT Service Management (ITSM) software applications on the market
? Working independently and being very focused on meeting deadlines and exceeding customer expectations.
? Manage a team of technical analysts.
? Communicate and manage the expectations of the programme management and end-user departments.
? Ensure implementations are traceable, secure and that only correct, authorized and tested versions are installed.
? Work with the relevant coordinators, SMEs and analysts to ensure the design build and test processes are successful.
? Work with facility coordinators, implementation managers and trainers to ensure the smooth transition to live operations.
? Plan the successful roll-out of software and related hardware releases
? Achieve a smooth transition to service management.
? Participate in an on-call rotation
? Identify needed KB articles and create
? The Major Healthcare Clients who transaction and Projects handled by me are SIDRA MEDICAL RESEARCH CENTER, LPCH (LUCILE PACKARD CHILDREN'S HOSPITAL), HOSPITAL FOR SPECIAL SURGERY, LIFEPOINT HOSPITALS, ACCELION HEALTH, GWYNEDD MERCY COLLEGE, APRIA HEALTHCARE
8th Mar’2013 Software Dev. Analyst- ITSM Platform Data Administration
Member of ITSM Administration Team who leads the platform on-boarding of the new account onto OPAS v3.
Responsibilities:
? Manage a team of technical analysts.
? Leads New Account Liaison through the Platform on-boarding process onto OPAS v3
? Ensures all areas of the OPAS v3 tool setup are completed; including SRM and SLM
? Provides standard on-boarding data collection workbooks
? Verifies that the data provided meets the established Standards.
? Communicate and manage the expectations of the programme management and end-user departments.
? Ensure implementations are traceable, secure and that only correct, authorized and tested versions are installed.
? Co-ordinates with the ITSM Dev team around SLM, SRM setup and provided necessary and timely updates to the Transition Service Managers about the same.
? Co-ordinates with the ITSM Test team to get SLM,SRM and any new enhancements tested in a timely manner. All SLM setup and SRM forms should be tested 1 week prior to go-live and in production at least 4 days prior to go-live
? Communicates defect resolution, SRM setup, SLM setup and other ITSM on-boarding related activities timelines to Transition Service Managers
? Plan the successful roll-out of software and related hardware releases.
? Loads sample data in UAT environments
? Develops and deploys Standard SRM forms to UAT and Production environment
? Loads live data of new account in production environment
? Provides one week of go-live Support
? Provide clear turnover to L1 team at least 1 week prior to go-live
17th Apr’2009 DELL Global Service Desk as IT Support Senior Specialist
? Work profile includes Analyzing and resolving issues related to Microsoft outlook, Live meeting, Citrix, SCCM, VPN, Microsoft Office, Profiles and other internal Applications for Dell.
? Profile includes working on Active Directory regularly and few limited options on the internal Servers like resetting the permissions for the users, deletion and recreation of profiles on the server end.
? Setting up VPN, Wireless network and troubleshooting the Wireless issue.
? Attending IT and infrastructure problems related issues and assigning the calls to the respective engineers and track it till closure.
? Focus is more on SLA since issues as such are very critical to business and the entire service desk is managed based on ITIL Frame.
? Provides technical support and training to Global IT users, training user group on appropriate operations of the IT equipment and software packages. Interacts with the users on their potential future business requirements.
? Training the Dell Team Members on process and monitoring & assisting the Perot Internal Service Desk Analysts to understand Dell Internal service desk process.
? Adding, deleting and Activating the Blackberry account.
ADDITIONAL JOB RESPONSIBILITIES:
? Preparing daily, weekly & monthly calls and tickets reports.
? Proactively identify issues and take corrective actions.
? Interact with Global Support team & Identify n implement processes & procedures to enable DISD to work as a Seamless.
? Motivate colleagues to ensure that each individual fulfils their potential.
? Demonstrate dependability and flexibility in all aspects of job function.
? Helping in knowledge transfer from Dell to Perot Internal Service Desk & vice-versa after the migration.
ACCOMPLISHMENT OVERVIEW:
Based on performance and the ratings was selected to be the part of Internal Service Desk migration with Perot Systems after Dell acquired it.
1st Aug’08- DELL International Services Ltd as Senior Technician
? Handling Technical issue on Dell Consumer Segment Notebook, Desktop and Wireless internet issue.
? Coaching new hires in the team for to handling complex technical issues and assist customers & PnP issues.
? Educating users on which components can be upgraded on their computer and helping the Agents identifying same.
Distinctively functioned as Senior Technical/Case Manager
Job Profile:
? Handling calls and multiple chat’s escalations regarding customer queries on pre sales, post sales issues & technical issue.
? Analyzing the reason for CE hits and providing the feedback for the representative for there individual and team performance.
? Monitoring the live chats for customer satisfaction through effective handling of customer problems and queries.
? Serve as an expert on all Care and technical tools/applications and ensures timely implementation of all new processes.
? Close gaps in representative knowledge base by collecting in formation from issues — forward data to appropriate departments.
? Identifies and provides input on unique or recurring customer problems.
? Responsible for customer satisfaction through effective handling of customer problems and queries.
1st Dec’06 - DELL International Services Ltd as Customer Care Case Manager
? Demonstrated excellence in Queue Management and maintaining a SLA of 90% and above. .
? Deftly audited calls for the representatives and provide necessary feedback.
? Developed effective performance plan, implement and review for the direct reports.
? Facilitated Rewards and Recognition to team members to drive performance and improve quality standard.
? Efficiently managed in curbing the attrition rate.
? Aptly performed Project Performance Management - Track project reports daily, weekly, monthly & quarterly.
? Instrumentally performed trend analysis with regard to AHT, CRW, efficiency, SL, ASA, CSAT, XPR & ASA.
? Published daily reports on Site SL and individual AHT and CRW for all the representatives.
? Prepared Weekly decks to be presented by the senior management based on the weekly performance of the Site.
? Distinctively streamlined the process and augmented the productively through the following initiatives;
? Improve FCR for the process: Using DMAICR Methodology (Define, Measure, Analyze, Improve, Control and Report) to improve the FCR rate for 65% to 87%.
? Reduction of AHT: Facilitated training for representatives for effective call handling skills. Helped in designing a portal for faster resolution to reduce AHT. Reduced AHT from 1024 seconds 847 seconds
ADDITIONAL JOB RESPONSIBILITIES:
? Training the bottom quartile representatives in meeting the Agent Level Metrics.
? Mentoring the new hires and helping them with the Policies and procedures.
? Analyze CE Scrub data and process reports to target on both controllable and uncontrollable issues.
? Following up on the pending DPS's for the team.
? Helped agents with appropriate Macro usage and feedback.
? Sending ARR and quality report on a weekly basis.
? Sending CRW report every two hours once.
ACCOMPLISHMENT OVERVIEW:
Supported the manager in the Chat BQ management process & assisted to achieve excellent results on all metrics. Mentored transition Queues. As a case manager, on special project I was aligned to the BQ team of 6 people and handle their daily escalations, Transfer issues, Smiley tracker & Follow up tracker. The BQ team has shown a 20% improvement in CE. The challenges in the profile are plenty and that keeps me motivated to expand further.
Previous Assignments
8th Nov 04 – 1st Dec 06 DELL International Services Ltd, Bangalore Customer Service Associate
1st Feb 04 – 31st Oct 04 Flexi One, Bangalore Data Entry Operator
Education
? Bachelor of Science (Computer Science) from Bangalore University, Bangalore.
? 12th from Bhartiya Shiksha Parishad.
Computer Forte
Operating Systems : DOS, Windows 95 / 98, Windows NT / Windows 2000 / Windows XP/Linux.
Applications : Microsoft Office Products (Word, Excel, PowerPoint, Access, Outlook, FrontPage)
Networking : Networking Essentials, Peer-to-Peer network, TCP/IP & Firewall settings & proxy
Settings. Also have been trained on A+ and N+.
Professional Enhancements
? Leadership Essentials
? Motivation & Team Building
? Effective Coaching & Feedback on Customer Handling Skills
? Yellow Belt Certification
? Call Centre Management Training & Time Management
? Intense Customer Care Management program
Personal Details
Address : # 405, 7th main, 2nd stage, A Block, Malleswaram West Post, Bangalore-560 055
Date of Birth : 26th October, 1983