Specialist in BPO operations with 4.5yrs

1. PRAVEEN KUMAR H.V
Saroj Symphony Apartments,Phase-2
Flat No.310, B-Block
Immadihalli Main Road
Whitefield
Bangalore-560048
Phone:+91 7090556111
E-mail:aryaswami@gmail.com
To apply my skills and techniques for the development of my company and to secure a challenging position in
my job.
I believe that right attitude makes a right person. Dedicated hard work and respect towards the organization
are essentials for one to bring a good name for organization and self too.
EDUCATION SUMMARY
 B.E in Industrial and Production Engineering (Mechanical) from Basaveshwar Engineering College
 12th
– Delhi Kannada School (CBSE) in 2007, New Delhi
 10th
- Delhi Kannada School (CBSE) in 2004, New Delhi
ACHIEVEMENTS
 Entrepreneurship Training for one month
 Undergone Two months Internship Training in Production and Manufacturing in New Delhi
 Have won Gold Medal in state level TAEKWONDO competition
 Won Best Team Lead for the month of March 2014 in Effort BPO Limited
 Won Best Team Lead for the Month of October 2014 in HGS
 Won Best Team Lead for the Month of May 2015 in HGS

2. WORK EXPERIENCE
Present Company:
Genisys Software Limited (Genisys Group)
Bangalore
www.genisys-group.com
Working since: 18/09/2015
Designation- Assistant Manager-Operations (Customer Service)
Process- US International Voice & Non-Voice Process
Role and Responsibility –
 Assist in recruiting employees with the required skill sets and core competence
 To handle team leaders in professional and systematic manner
 Creating fun activities in the floor so as to keep the employees motivated
 Driving competitions/initiatives between the team as to motivate and encourage employees
 Arranging adequate training programs as per requirement to ensure the constant productivity
 Arranging skip level meetings with the employees to understand the challenges and
dissatisfaction if any
 Reviewing performance of existing staff as new products/process are introduced
 Working directly with clients to resolve issues
 Identifying talent and conducting IJP’s for the efficient and competent candidates
 Assisting the Senior manager to prepare annual reports by analyzing sales and customer
satisfaction
 To ensure the maximum productivity and minimum inventory
 Preparation and Presentations of Monthly Business Review (MBR) based on individual and
team performance
 Hinduja Global Solutions (HTMT)
Bangalore
www.teamhgs.com
Working since: 29/07/2014 to 18/09/2015
Designation- Senior Team Leader
Process: Airtel Retention Desk (Escalation Management & Telecom)
Role and Responsibility –
 Understand and keep track of team KPI’s
 Manage dip in performance with adequate re-enforcement plans proactively

3.  Monitor coordinate and supervise the daily activities of the staffs in the operations team
 Manage escalations across the retention service desk
 Understanding of process run by team and ability to bring improvements and efficiencies within
the team
 Create reports to update client on team’s progress and performance
 Provide any training as per process requirement
 Maintain healthy group dynamics
 Create an environment oriented to trust, open communication, creative thinking and cohesive
team efforts
 Recognize and celebrate team and team member accomplishments and exceptional performance
 Ensure deliverables are prepared as per process requirement, cost and schedule
 Participate in quarterly business reviews, presenting progress and performance of the process
 Work with functional managers to obtain necessary resources to support the team requirements
 Effort BPO Limited
Bangalore, India
www.effortbpo.com
From 1/06/2013 to 30/06/2014
Designation – Team Leader
Process: Tata SME (Escalation management & Telecom)
Role and Responsibility –
 Motivate the team to perform to the expected level as per client’s requirement
 Manage and maintain shrinkage (3%) and attrition (6%) on daily and monthly basis
 To conduct refresher training sessions with the T&Q team to motivate the team
 Identifying the lack of communication skills and training as per requirement
 Ensure healthy and competitive environment in the team
 Conduct One-O-One session with executives to understand the requirement and challenges to
meet the set targets
 Effort BPO Ltd, Delhi, India
New Delhi, India
www.effortbpo.com
From 1/02/2013 to 30/05/2013
Designation – Customer Response Executive and Assistant Team Leader
Process: E-commerce Times Internet (Customer Service)

4. Role and Responsibility –
 To manage call flow less than or equal to 2% abundance
 Participate and support different levels of quiz and competitions with the trainers
 Ensure the booked orders are according to the customer request
 Supporting & handling inbound and outbound calling.
 Handling customer's query and complaints.
 Order shipment and process.
 Risk investigations.
 Order delivery track.
 Lumax Automotive Systems
Manesar, Haryana, India
www.lumaxuk.com
From 1/10/2011 to 30/01/2013
Designation – Production Supervisor
Role and Responsibility –
 Ensure the blow molding machines and the parts are in working conditions
 Ensure worker’s attendance is prepared as per the client’s forecast of the parts productions
 Manage and utilize the raw material without any wastage
 Ensure the production- size and shape of the part is according to the client’s requirement
 Decrease the wastage or defected pieces production
 Coordinate with the client and to ensure the delivery of the parts are on time

5. PERSONAL DETAILS
 Age : 31yrs
 Nationality : Indian
 Language Proficiency : English, Hindi and Kannada
DECLARATION
I declare that all the information provided above is true to the best of my knowledge and belief.
Yours Sincerely
Praveen Kumar H.V