1. RESUME
Gerald Amirthraj
#11/5 2nd Floor 5th Block
KHB Colony, Siddapura
Jayanagar 1st
Block
Bangalore – 560011
+919986175027.
OBJECTIVE
Seeking to transfer broad-based skill sets and best practices acquired through
Years of quality work experience in Customer Service, Operations management, Training,
Quality management in BPO Operations, Outbound, Inbound, Voice, Non-Voice / back
office) serving in various Positions in truly Global, Product & Services Companies.
Core Knowledge & Skill Areas:
• People management.
• Training and Mentoring
• Root cause analysis
• Project Management
• Quality audits and feedback
• End to End – Problem Management
• Good balance of people & task orientation.
PROFFESIONAL EXPERIENCE
CURRENT JOB
Title - Service Segment Manager (SPS)
Company – 3PAR - Hewlett Packard
Period – April 2010 to till date
• Handling queries from internal and external customers on priority as Severity 1 case.
• Handling customer project along with internal teams (sales, technical support, ASM’s
etc.,) to have a smooth work flow and have a successful project completion.
• Actively participated in developing many new process for the team which helped in
reduction of email flow for the team and the work was channelized and handled in a
better way. These process changes helped in giving business the volume and plan for
future business.

2. • Internal calls handled (with technical team, sales team etc.,) on any urgent issues to meet
the TAT provided.
• Training and Mentored new team members to get them to the speed along with quality of
the work.
• Actively participated in taking first level interviews for the new hires.
• Acting as a back-up for team manager in handling a team of 10-15 members shift wise. I
am currently handling AMS region in day to day work which includes assigning of work,
handling escalations / critical emails and working with stake holders in resolving issues.
• Part of Fun Committee wherein I was arranging a bi-weekly fun at work to make sure the
team members across the business was actively engaging in team building activity.
PREVIOUS JOB
Title - Senior Customer care Expert
Company - DELL INC. – US Customer care
Period - June 2006 to March 2010
Responsibilities:
• Key responsibilities include maintaining, managing and ensuring compliance to the
specified quality criteria.
• Find best strategies, help decide and implement, agree targets and objectives, monitor and
control progress.
• To identify and recommend process improvements and enhancements.
• Set up & maintain appropriate communication processes.
• Handling Small projects within the team to enhance the team’s productivity and quality.
• Handling Escalations within the team to maintain the customer satisfaction score.
• Making sure the business metrics are achieved which includes, re-escalations, TTR, No
Contacts.
• Handled Executive Escalations – these emails are highly escalated to direct VP’s and
Executive Director’s, very sensitive to handle. Making sure the customers are satisfied
with the resolution provided.
Rewards and Recognition:
• Engineer of the Month award for the month of October 2014 from the Director of the
Business.
• Engineer of the Quarter award in Q3 FY14 for overall performance.
• Spot award winner in Q4 FY14 for Process updates with Team, Working/Defining the
CSR workflow.
• Spot award winner in Q1 FY15 for optimizing CSR process.

3. • Passion for Customer award.
• Process execution award.
PERSONNEL SKILLS
Excellent communication, Team worker, self-motivated, confident, strong commitment
towards work, great appetite for learning, accept challenges, inducing creative ideas with
ample innovativeness, adaptable & sincere.
Educational Qualification & Additional Skills:
• Bachelor of Commerce
• Computer Skills (Word, Excel, PowerPoint, Publisher, Outlook)
• ITIL (Foundation Course)
• PMF / PMP Training
PERSONAL DETAILS
Name (Full Name) : Gerald Amirthraj. L
Nationality : Indian
Language’s known : English, Kannada, Hindi, Tamil
E-mail : gerryami@gmail.com
Passport Availability : Yes