Karthick Vignesh Email & Phone Number

Bengaluru, Karnataka, India

--> Heading/leading the setting up of Pilot project for the company with New client acquired.--> Co-ordinating with the client for the setting up of COE.--> Acted as SPOC for building and creating the SOP schedules SLA targets for the new project.--> Acted as SPOC for training the trainers/SMEs/agents for the pilot project.--> Responsible for leverage of the project size from 15 to 40(i.e successive two more batches) with performance improvement of the center.--> Coaching/training/feedback for the agents on the call quality improvement thereby achieving the quality and customer satisfaction.--> Handled end to end project set up by monitoring the training team/IT/admin etc...--> As a team lead helped in hiring or recruiting process and then coaching or training the agents thereby ensuring the client end expectations/updates are shared to them in a timely and appropriate manner.--> Responsible for improving the overall center's basic KPIs of international call center.--> Responsible for Customer escalation or compliance related account transfer process of customer accounts.--> Tracking of attendance, performance and other requirements for the team.

Bangalore Urban, Karnataka, India

-->Leading a team of 20 to 30 members in US mortgage insurance processing.--> Managing critical mortgage loan insurance processing.-->Managing team attendance schedules and all the key parameters required for the team performance.-->Effective driving of the higher volume inventory for the location and as a SPOC for the inventory clearance of Bangalore center.-->Responsible for the production and quality parameter targets for the team.-->Responsible for the location's production SLA driving for around 100 FTE.-->Coordination with the other location management for knowledge transfer and sharing the clients’ updates and requirements to achieve the same common SLA on production and quality.-->Responsible for training the new hires through various refresher and ramp-up plan to get them certified to the production team.-->Daily task allocation for all the team on driving old dated loans to ensure the client end SLA is met.-->Handling client end escalation and calls.-->Weekly quality calibration with client and internal quality team to standardize or define the SOP-->Maintaining reports on various tracking parameters for the team and location.

Bangalore

-->Leading a team of 15 to 20 advisors-->Driving Performance on SLAs like FCR, FTR, LEADS, AHT, Attrition and shrinkage-->Setting up processes to track key indicators such as schedule adherence, attendance and absenteeism.-->Ensuring retention of the team members and maintaining the EWS for the team members.-->Communicating feedback for all the team members satisfactorily, closing performance incentive and appraisal plans on time.-->Generating schedules based on rank and performance parameters.-->Cooperating with the Regional Workforce Teams, Operations and MIS to generate schedules.-->Providing analysis and interpretation of data on scheduling process and to optimize management decision making capabilities as and when required.-->Adhering to the defined timelines and deadlines.-->Interface with workforce management and operations regarding factors that may impact staffing and schedules and requirements during the client reviews.-->Correcting and checking the attendance for the team on the payroll perspective.-->Meeting stringent targets and pressure.-->Coaching feedback and mentoring of the team members on daily basis.-->Call audits on quality factor to meet the client expected quality aspects.-->Providing feedback and improvement suggestions to client on customers' expectation.-->Handling escalation on PAN India basis and timely and appropriate escalation to the appropriate team on field, backend, technology, software and hardware related, wiring, cabling and installation and provisioning teams.

Bengaluru Area, India

-->Handling of second and third level escalation calls.-->Ensuring the timely completion of tasks which was delayed due to technical constraints.-->Handling the escalation matrix of south and north zones to escalate to the higher level on PAN India basis to ensure that Service Level Agreement is not breached.-->Ensuring the complete customer satisfaction and thereby ensuring that if any process gap occurrence is being escalated and rectified at the highest level of the departments.-->Responsible for timely delivery of service to the end customers as per the escalation commitments.-->Handling the critical social media escalations and critical billing and refund related escalations which are transferred to the level three escalations.

Bengaluru Area, India

Bengaluru, Karnataka, India

--> Responsible for recruiting and ensuring the manpower for all the centers in the region--> Responsible for 9 centers’ business activities throughout the region of Karnataka.--> Ensuring the leverage of business activities of the marketing managers and executives inall the centers are intact.--> Ensuring the training of the Counsellors, Tele-callers, Office admin, Centre manager,marketing executives and Trainers are met on timely basis for all the centers in theregion.--> Framing the timely targets for the centers to achieve the annual revenue.--> Centre visits to make sure that the operations are smooth and towards target.--> Heading the business Presentation for the course models to various educationalinstitutions and organizations.--> Launching of new courses and business development strategies as per the marketrequirement.--> Ensuring the franchise revenue and the profit targets through online provisioning access andthe book materials are met from all the franchisee.

Thanjavur Area, India

Responsibilities handled as Business Development Manager.—> Handled meetings with various educational and technical institutions higher officials.—> Played a key role in collaborating ONGC CSR initiative and T.I.M.E pvt ltd.—> Worked as a co-ordinator in ONGC and T.I.M.E. collaboration programme to train mechanical engineeringstudents for GATE exams.—> Addressed thousands of engineering and school students in presentations.—> Worked as a HR in Hiring People for various job vacancies.—> Handled a team of co-ordinators, front office staff, back office work, tele-calling team, and marketingteam.—> Played key role in organising events for various levels of institutions.KEY SKILLS: Public Speaking. Customer relationship. Recruiting and performance and appraisal of staffs. Quality Audit of course completion. Career counselling. Good communication. Event Planning and Co-ordination.

B.E, Electrical And Electronics Engineering

Activities and Societies: Held the position of VICE - PRESIDENT of UNITED LEGAL RIGHTS - ASIA, Students wing - Thanjavur district..

Higher Secondary

Education record