1. Mohan Balekundri E-mail: mohan1618@gmail.com
Cell: +91-9886967967
Objective Seeking managerial level assignments in Process Management / Service
Delivery / Operations / Training Management with a leading organization of
repute in ITES / BPO / KPO industry.
An upper-level management position in an executive capacity where
leadership and management skills can be exercised to improve the firm’s
expansion and long-term viability as a successful business.
Areas of Interest
Compliance, Market research and Operations, Insurance and Financial
Services, Banking, Finance and Account.
Profile Summary • A result oriented & performance driven professional with over 9
years of experience in:
~Operations Management ~Service Delivery
~Recruitment & Selection ~Client Servicing
~Training & Development ~Team Management
• Currently working with 24/7 Customer Pvt Ltd, Bangalore as Manager
Operations managing 108 FTE’s dealing with Australian Telecom Program,
“Optus” – Chat Program.
• Used instincts, insight, judgment, and timing to succeed in: Operations
Management, focusing on maximizing customer satisfaction, process
compliance and Process improvement initiatives to achieve maximum
efficiency in various operations
• Skilled in managing entire process operations with an aim to accomplish
corporate plans & goals successfully
• Adroit in prioritizing needs, identifying new and upcoming revenue stream
for business growth & excellence
• Demonstrated business acumen in handling operations, discharging
functions and achieving organization growth
• An effective communicator with strong planning, problem solving,
relationship building and leadership skills
Highlights:
• Kaizen project:
 Enhancing program seat utilization from 1.06 to 1.50 resulting
optimum utilization of available resources and cost reduction.
 Creation on multi skilled team well equipped to handle calls and
process back end work. This has resulted in creating a robust
structure to manage performance and back up for any unforeseen
contingencies.
• Received Best Manager award for the Quarter Jan’11 – Mar’11.
• Received People Star Award for exceeding performance and controlling
attrition for the quarter Apr’11 – Jun’11.
• Awarded Orion star award for maintaining high performance with low
attrition for the quarter Jul’11 – Sep’11 and Apr’13 to Jun’13 in Bangalore
center.
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2. Core Competencies
• Managing overall functioning of processes by identifying improvement areas
and implementing adequate measures to maximize customer satisfaction
level
• Setting out quality standards for various operational areas and ensuring
high-quality customer experience, while adhering to the SLAs and work
processes
• Identifying & networking with prospective clients, generating business from
the new / existing accounts and achieving increased sales growth
• Interacting with customers to ensure area of concern can be worked upon
for improved / effective service levels
• Looking after recruitment process encompassing sourcing, screening, short-
listing, selection, etc.
• Mentoring and training team members to ensure operational efficiency
• Creating & sustaining a dynamic environment that fosters development
opportunities and motivates high performance amongst the team members
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3. Work Experience 24/7 Customer PVT LTD
Designation: Manager Operations – Chat Program
Period served: Mar-2015 till date
Responsibilities:
• Pivotal in meeting the program headcount requirement by actively involving
in hiring process. Current headcount lifted from 30 FTE’s to 310 FTE’s
during the period Apr’15 to Oct’2015.
• Actively engaging with various stakeholders to understand the requirements
and ensuring the delivery in the stipulated time.
• Focus on People and performance to enhance program metrics like NPS,
FCR (First Call resolution), Chats per Hour (CPH) and Escalations.
• Driving financial metrics to attain optimum revenue by focusing on Revenue
per Agent “RPA”, Billable Hours, Buffer % and Attrition.
• Getting the Front Line Leaders up the curve to ensure seamless operations
process by continues monitoring, feedback and follow-ups.
• Periodic reviews/meeting with Clients, Front line leaders and core staff to
build a strong communication system, exchange ideas, work on
feedback/issues and create One Team atmosphere.
• Profile includes scheduling, career planning, succession planning,
performance management and communication.
WNS Global Services PVT LTD
Designation: Deputy Manager (Operations)
Period served: Jan - 2010 till Feb - 2014
Responsibilities:
• Managing accounts and collections aspects for Aviva customers dealing with
motor and home insurance.
• Supervising debt collections, debt arrangements/ payment plans, premium
collections, payment re-conciliation etc.
• Ensuring TAT above 98% by analyzing incoming volumes and available
resources. Quality on calls and back office to be maintained above 97%.
• Single point of contact for onshore stakeholders for all program related
attributes.
• QMS documentation and implementation as per ISO 9001-2008
requirement.
• Reviewing and validation on quarterly BCP documentation.
• Reviewing and validation of performance incentives and appraisals.
• Identifying user training needs and devising and managing user training
programs.
Mphasis, HP Company (Bangalore)
Designation: Customer Experience Coach (Operations)
Period served: Oct - 2005 till Jan - 2010
Responsibilities:
• Handling inbound calls from UK (Leading Bank) customers pertaining to
their bank details and payment queries. Eg Setting standing orders, bill
payment and helping in CHAPS transfer.
• Identifying customer dis-satisfaction/ escalations and directing such queries
to appropriate team.
• Providing feedback and coaching to the team members to maintain
consistency in CEI (Customer Experience Index) scores.
• In charge for team Quality & CSI Analysis and improvement plan.
• Call Type and volume analysis for the unit.
• Organizing Rewards and Recognition for the floor.
• Responsible for Client Certification of Agents, Supervisors and Unit
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Education

4. Personal
Information
Date of Birth : 06-Aug-1984
Father’s Name : P V Balekundri
Marital Status : Married
Languages : Educated in English & Hindi
Spoken skills : English, Hindi and Marathi.
Nationality : Indian
Location Preference: Bangalore
Why Hire Me?
Creative, energetic, reasonable work experience and a good team member,
which could mean a great deal to your organization.
Declaration:
I hereby declare that the details mentioned above are true and best to my knowledge.
Regards,
Mohan Balekundri
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