1. Curriculum Vita
MOBILE: 9900225746
Kumara.HR Email ID: kumarahr21@gmail.com
Applying Position: SeniorOperationsManager
Profile Summary
10 years of expertise customer service BPO operations in TELECOM, ISP, HEALTHCARE,
CUSTOMER SERVICE, CUSTOMER RETENTION, HIRING, PROCESS RE ENGINEERING,
GOAL SETTINGS, CLIENT AND VENDOR MANAGEMENT, CSAT AND EMPLOYEE
ENGAGEMENT PROGRAMS. A customer service oriented can do and don’t give up attitude.
Core Competencies
 Operations Head for inbound and outbound contact center, customer retention, sales,
maintain highest customer satisfaction(CSAT)
 Supervising and driving the sales team and achieve revenue targets
 Dexterously working for the attainment of Customer Satisfaction scores by constant monitoring
of the reports, Re TRAINING, FEEDBACK and ensure QUALITY AUDITS and FEEDBACK
PROVIDED across the floor within the time line
 Engaging with various interdependent departments such as IT, ADMIN, HR, TRAINING and
QUALITY and CORPORATE for smoother operations and greater customer satisfaction
 Coordinate with HR team to ensure required manpower is HIRED and EMPLOYEE
ENGAGEMENT activities are conducted within the timeline to maintain the EMPLOYEE
SATISFACTION and EMPLOYEE RETENTION
 Designing and achieving KRAs, incentive planning for CSA and support staff, forecast and re
engineering the process
 Commanding communication skills and comfortable in communicating with clients, channel partners an
senior management and QBR and MBR presentation
Employment Detail
Designation Business Handled
Name of the
Organization
Experience in
Months
Operations
Manager(Center Head)
Inbound, Outbound
operations and B2B and
B2C sales and E-
Comers(150 employees)
Bharat BPO services
Ltd(Spice)
May -2014 till date
Shift Manager (Contact
center Operations)
Health Care contact
center(300 employees)
HMRI(Health
Management &
Research Institute)
Aug-13 to May - 14
Assistant Unit
Manager(Operations)
ISP and Telecom service
provider Mphasis an HP
Company
Apr - 09 to Aug - 13

2. Operations Manager in Bharat BPO (Center head)
Projects Detail
Inbound Process Outbound Sales/Non Sales Process
Heading inbound Customer Service of
IRCTC
Life style and travel industry sales
Heading inbound customer service for
National highway
Telecom Sales
B2B and B2C sales
Tech Mahindra Saral Rozgar E-comers
sales
Mahindra Finance Sales
Roles and Responsibilities
 I will meet and exceeds Hourly and daily Service level agreements and daily quality
audits are done and feedback shared and documented and will rise RCA for
compliance breaching
 I personally interview all the new hiring including CSA and AMs to ensure quality
manpower is hired and attrition and productivity is at the maximum.
 Weekly meeting will be conducted with AM and TLs to assess the weekly performance
and plan for forth coming week.
 Forecast the work load and align the manpower accordingly. WFM will be approved
me after assessment with workload forecast
 I will be leading the daily meeting and conference call with client and corporate office to
Review daily performance
 I will Carrie out billing process for various accounts of inbound and sales and collection
and resolved billing disputes with clients and channel partners. And I will handle
commission structure for sales projects and highest margin revenue
 I will design KRAs it meets the clients SERVICE LEVEL AGREEMENTS and APR is
met. And designing incentive plan for sales and inbound team
 RNR program will be conducted on weekly and monthly basis and DAP and PIP
will be issued to underperforming employee. And I will ensure proper training and
feedback is shared with under DAP or PIP employee and its documented
 I will ensure ARPU is its maximum level and agent utilization is at 85% to 90% and
all the SLAs are met. I will ensure NO assets are underutilized. I will make sure
that all the IT infrastructure TO BE USED condition and I will ensure NO revenue
loss due infrastructure mismanagement.
 .I will lead the review meetings of MBR and QBR. I will make sure all the performance
data is up to date and correct. I do presentation in front of client and senior
management. I will be in regular contact will client with regards to any process change
and training.
 I m good in driving the team to achieve organization goals under a stress full
situation. A self motivated and team motivator. I am a person learning by failures
and don’t give up attitude. I will be motivated by my failed tasks and enhance my
skill out of it.

3. Shift Manager (AOM)
Nature of work
 Worked for 104 phone in health advisory public and private partnership entity
 Worked as shift manager for operations for HMRI (Health Management & Research
Institute). Handling 300 seats health care inbound and outbound customer care located
in Hubli in Karnataka.
 Handled 7 direct reporting team leaders with 15 to 20 associates assigned to each team
leaders.
 Managed the entire call centre day to day operations such as meeting service level,
quality, customer experience, cost effective and high quality production, training on
domain and soft skills.
AssistantUnit Manager
 Worked for Telecomand ISP client and handled a large team
 Customer service and customer retention, service level management and process
analysis
 Scheduling manpower preparing daily workloads for staff & coordinating the daily
allocation of work.
 Motivating the team to achieve high standards and KPI targets.
 Training agents and handling customer and client escalations
 Customer retention, QRC, UP Sales and customer escalation handling
Education
Description Institution
Passing
year
BA Mysore university 1996
PUC Piriyapattana Junior college 1993
SSLC Hebbale High School 1990
Personal Details
Date of Birth: 20-May-1974
Location: Mysore Address: #2028, 6th cross, 2 main, K block, Kuvempunagar PIN: 570003
I hereby acknowledge that the above information is accurate to the best of my knowledge.
Date: SIGNATURE
(Kumara HR)