RAJESH SUNDARAMOORTHI

Mobile: +91 9944443646

E-mail: Rajesh.prema@yahoo.in

In quest of a managerial position in the domain of Customer Care, Contact Centre Management,
Shipping & Logistics and Telecom Industry of high repute.

CAREER SYNOPSIS

1 A results-oriented professional with proven success of over 14 years rich experience in Operations
Management, Process Management, Transition Management, Quality Management, Team Management .
2 Presently associated with Lytx Process (Vertical SnL), WNS Global Services Pvt Ltd., as Group Manager -
Operations Manager in Vizag.
3 Proficient at managing & leading teams for running successful process operations & experience of
developing procedures, service standards for business excellence.
4 A thorough professional with a proactive attitude, capable of thinking in and out of the box, generating
new design solutions and ideas.
5 Possess excellent interpersonal, communication and organizational skills with proven abilities in team
management, transition Management, customer relationship management and planning.

ORGANIZATION LAST POSITION Duration LOCATION

WNS Global Services PVT LTD Group Manager - Operations June’16 till date Vizag
Kochar Infotech PVT LTD Operations Manager June '12 till May ‘16 Chennai
HTMT Hinduja PVT, LTD Asst – Manager - Ops May 10 to May '12 Chennai
HTMT Hinduja PVT, LTD Team Leader Jan 08 - May 10 Chennai
HTMT Hinduja PVT, LTD Executive Oct 05 - Dec 07 Chennai

Manipal Housing Finance LTD Officer - Housing Loan Department Sep 01 - Mar 05 Chennai

RBF Nidhi LTD Department Officer May 97 – Aug 01 Chennai

June’16 to Till Date – WNS Global Services, PVT LTD

As Group Manager Operations – Vizag

Key Deliverables:

 Key stakeholder to start new location for Lytx process in Vizag in 2016. Started with 25
associates and one AM. Currently my portfolio is of $ 4 million/annum
 Currently, site has total HC of 260 which are lead by 2 Deputy managers, 6 Assistant managers
and 10 Leach coaches
 Responsible for key client LOB wherein we provide exclusively 4 hr TAT which has become USP
 Monitor on a daily / weekly basis - Staffing, Productivity, Quality Implementation and
Monitoring for all processes, also monitor turnaround times for affected processes
 Responsible for effective training, development, and performance coaching for Agent’s/TL’s,
Quality Analysts, wherever necessary the associates, to ensure accurate calls handling and
adherence to the process compliances.
 Proactively identify gaps, report on quality trends, make recommendations for improving and
enhancing the customer experience, and process improvement.
 Update the SOP’s (Standard Operating Procedures) and document any process changes with
due input received from clients
 Conduct regular team meeting with Asst Managers/Team Leaders/HOD meeting to ensure that
there is constant information flow and knowledge dissemination
 June’12 to May’16 – Kochar Infotech Pvt Ltd.,

As Manager Operations – Chennai

4 Service Providers of Telecom Industry.

Vodafone :
 Handled L3 Inbound Data Calls and Outbound Data guru process for Tamil Nadu and Chennai Circle.

Aircel :
 Handling L1 & L2 Inbound Data Calls for Tamil Nadu, Chennai, Andhra Pradesh & Karnataka Circles.

Idea :
 Handling 121 calls for Tamil Nadu , Andhra Pradesh ,Kerala & Karnataka Circles for Data.

Airtel :
 Handled 121 calls for Tamil Nadu.

Non Telecom Industry.

India Mart :
 B2B processes on Foreign and Indian Pool both Voice and Non Voice.

HCL Talent Care :

 Handling first level Screening of the HCL Talent Care candidates and generating leads.
Key Deliverables:

 Currently Handling 2 Asst Managers, who in turn handle a team of 250 associates with 15 Team
Leaders. The associates are required to perform the daily production and handle calls.
 Responsible for any Compliance defect for processing and listing activities.
 Responsible for process improvement and ensure that the targets are met, in adherence with quality
and committed logins
 Monitor on a daily / weekly basis - Staffing, Productivity, Quality Implementation and Monitoring for
all processes, also monitor turnaround times for affected processes
 Responsible for effective training, development, and performance coaching for Agent’s/TL’s, Quality
Analysts, wherever necessary the associates, to ensure accurate calls handling and adherence to the
process compliances.
 Proactively identify gaps, report on quality trends, make recommendations for improving and
enhancing the customer experience, and process improvement.
 Update the SOP’s (Standard Operating Procedures) and document any process changes with due
input received from clients
 Conduct regular team meeting with Asst Managers/Team Leaders/HOD meeting to ensure that there
is constant information flow and knowledge dissemination
 Handle all logistics related issues: roster management & timely manpower requirement for the
process
 Manage Leave, Comp Off, Unscheduled leave, Attrition and retention through AM’s.
 Managing customer contact processes and ensuring teams meet the required quality and C-SAT metrics.
 Monitor the smooth and effective process transition and track Implementation of plans for
productivity outputs.
 Identifying opportunities for business improvements by directing team building and performance
improvement
 Coordinating with “Training“ and "Quality" departments to identify training needs of the agents on work
floor and training and working towards closing the gaps.
 Report to the Operations Manager periodically on teams, individual work accomplishments, problems
progress in mastering task, work process, and individual and team training needs.

Competencies:

 Service Delivery: Planning, Forecasting and Staffing, Service Level Mgmt., Delivery of Core and Support
 Metrics

 Team Management: Performance Reviews, People Development and Rewards & Recognition (Incentives)
Planning

 Teamwork: Has ability to work cooperatively and understand my role in a team to achieve company
objective. Shares information & maintains effective working relationships with other team members and
partnering with other functional dept.

 Process Improvement: Enhancing Performance through Analysis of metrics and implementing various
improvement projects.

 Customer Focus: End user satisfaction along with internal and external customer and client relationship

 Long Term Planning: Developing strategies to maximize existing business

 Support Processes: Recruitment, Training, Quality Assurance and Admin.

 Cost Control: Maximizing productivity and gross margins, Attrition and Retention Management
Moved from HTMT Nagercoil to Chennai HTMT in the month of June 2011 as Asst Manager
Operations

As Asst Manager Operations - Chennai

 Handled 6 Team Leaders, who in turn handle a team of 150 associates. The associates are required
to perform the daily production and handle calls.
 Explain Team Goals and objectives to assigned team Leaders and assist team in organizing to
accomplish the targets.
 Communicate assignments, milestones and deadlines to the teams and individuals based on their
performance and attitude.

Joined as Trainee Executive; promoted as Team Leader in Jan‘08 and Asst Manager in May’10.

 Answer phone calls and provide excellent customer service in a timely and efficient manner.
 Provide problem analysis and resolve client with the aid with the available help desk tools (Ex. Help
files, Customer Data and Knowledge base articles).
 Ensure comments are entered with appropriate information provided in all escalated calls.
 Ensure call standards are maintained with respect to greeting, problem identification, proposed
solution and conclusion.
 Collaborate with team members on knowledge transfer. Support policies, procedures and standards.
 Involved in Job Induction, Training & Development of new hires and employees. Supporting the
buddy training system and commitments to strictly follow Process procedures.
 Received Appreciation and Recognition for frequent suggestions to optimize the process in cell
phone related features education for the customers.
 Achieved Best Team Leader Award for consecutive 6 months till April 10. (till got promoted as Asst
Manager)

Sep’01 to Apr’05 - Manipal Housing Finance LTD

 In charge of the disbursement of Housing Loan’s.

 Cross Verifying the documents submitted for loan approval by Site Visit.
 Scrutiny of the loan to the respective Customer.

May’97 to Aug’01 - RBF Nidhi LTD(Officer)

 Front End Executive In charge of addressing the Customer’s.

 In charge of Recurring Deposit, Payment Section and the loan Department.
 In charge of the loan’s Department

Education

 B.Com (Commerce through Loyola College in the year 1995 – 1997.

  HSC Tamil Nadu Education Board in the Year 1993 - 1995 .
 SSLC Tamil Nadu Education Board in the Year 1991 -1993 .

Certifications & Training

 Leadership Development Program (On track)

 Interviewing skills

Personal Details

Date of Birth: 25th October 1975

Address: No 10/675, Mugappair East, J.J.Nagar, Chennai 600 037.

Date : 2019
Place: Chennai (RAJESH SUNDRAMOORTHY)