Suraj Unnikrishnan Email & Phone Number

Bengaluru, Ka, In

Bengaluru, Karnataka, India

Bengaluru Area, India

• Assist to develop integrated project plan that represents the appropriate level of detail and task interdependency and aligns project tactics with overall project strategy.• Gathering and understanding the business requirements, documenting it and explaining it to the project team by conducting meetings and training sessions.• Create and track the Project Schedule (MS Project) which includes Resource assignment and leveling, Work Breakdown Structure. • Integrate self into client environment in order to effectively coordinate with the project team while also building positive professional relationships with clients and associates.• Build credibility, establish rapport, and maintain communication with stakeholders at multiple levels, including those external to the organization.• Monitor project activities and advise staff of issues due to resource availability.• Maintain Trackers to monitor and improve the performance.• Provide weekly and monthly status reports to Project Manager and Senior Management.• Coordinate and work collaboratively with Project Manager, Quality Assurance and Engineering team towards alignment of Project Milestones as per Business Requirement.• Driving the team to help meet the SLA targets.• Design and develop reporting models to analyze and improve project performance.

Bengaluru Area, India

• Coordinating the project work for different modules for TechGurukul DC India.• Coordinating with India Level Technological SME's• Coordinating with leaders to take technical Ideas forward.• Work under guidance of Project Manager in getting project executed and ensuring client satisfaction.• Ensure quality and on-Time deliveries in accordance to project requirements.• Ensure projects execution within budget.• Briefing internal team on the project requirements and setting the right expectations.• Coordination with the Internal Creative & Development team to get you work completed and delivered.• Working with the core team to increase the number of women employees for technical roles.• Coordinating and hosting Global Tech Comm events for all GDC’s.

Bengaluru Area, India

• Delegating tasks, monitoring the team's performance, helping their training and development, completing paperwork and handling complaints.• Hiring new Analysts, training and certifying them on process knowledge. • Ensuring to maintain an effective record management of all the activities in the team on a daily basis and reporting it to the higher management.• Working on Problem Management and Change Management tickets. Ensuring that the tickets are resolved on time by constantly following it up with the Resolving teams.• Have ensured that the team meets the Service Level Agreement (SLA) with good Schedule Adherence• Liaise with the Quality team and identifying training needs in the team• Have ensured that the 100% of the floor is trained with all the process or policy changes• Hold team meetings every day to ensure the communication of policy and procedure changes to the team• Creating Process Behavior charts on a daily basis and sharing it with the team to ensure that the team understands the health of the process• Communicating with the Clients on a daily basis to understand their daily requirements and ensuring that the team delivers the sameAchievements:• Took additional responsibilities in modification of Global Repository Report (GRR), Compliance Task Metrics (CTM), Statement of Work (SoW), Work Instructions with the clients in the absence of my manager• Took an initiative in recruiting process in IBM• Mentoring the new agents with respect to call taking skills and call handling techniques, and managing escalated issues from them• Have ensured that the team maintains a very strong compliance on IBM Business conduct guidelines• Have actively participated in Global Delivery Projects and represented IMAC Pool during GDF Wave 2009.4 and GDF Wave 2010.1 Audits.

India

• Deliver world class Customer Experience• Ensure agent achieve their metrics Quarter on Quarter• Handle Complex issues escalated by front line agents in Care & Tech Support• Drive initiatives in the team & Manage Quality in terms of Process and Productivity• Handled Executive escalations.• Trained New Hire batches.• Expedite orders which are out of SLA`s• Provide resolution to Case managers at enterprise level on Complex issues.

India

Involved in getting clients and delivering best services to the existing clients for the Company.

India

Spearheaded operations and the management of a team of 45 which included 4 team leaders. Oversaw the delivery of customer service for various North American clients via voice and chat support through both inbound and outbound processes. Conducted all aspects of recruitment, training, performance evaluations, appraisals, bonuses and termination. Worked with HR to conduct interviews and select candidates for final processes. Scheduled, allocated, and directed resources. Managed the complete team budget, and motivated team leaders to achieve goals and objectives. Served as the primary point of contact for clients, negotiated SLA’s and worked on various pilot processes to support knowledge transfer and training initiatives. Aided management with reducing costs and maintaining profits and planned the distribution of the budget on a monthly basis. Conducted annual reviews and periodically presented progress to senior management. Responsibilities:• Conceptualized, planned, and implemented pre-process training sessions, ensured excellent communication skills for all teams.• Consistently drove training and development initiatives, mentored teams to assist customers efficiently by• Improving survey scores and to achieve/exceed sales targets.• Successfully met all internal and external SLA’s. Recognized as a key contributor.• Slashed attrition rate by 7% and constantly motivated and supported• Team members for promotions by identifying individual potential.• Worked with the MIS and technology team to develop CRM tools and reporting structures for new• Projects/Processes. Involved in testing and implementation of new technologies and re-engineering existing• Processes to meet client requirements.• Developed Quality and Training programs. Recommended changes to clients to improve process.• Worked with other teams in the U.S and Philippines to discuss challenges and develop solutions which benefit the client and customers.

India

Inbound Call Handling:Handling customer requirement within the stipulated time frame.Conformance to quality level processes.To update oneself with the project related procedures and understanding the knowledge base contents including the updates.

Bsc, Physics, Electronics, Mathematics

Hsc, Physics; Chemistry, Mathematics, Biology

Education record