1. CURRICULAM VITAE
Home Address
SanthoshBalakrishnan
Flat No. 203, Saraf Residence, Al Qusais 2, Dubai, UAE
Mobile. +97156 6927969
Email :santhoshb246@gmail.com
_____________________________________________________________
___
OBJECTIVE
To work as a person in a challenging business environment and make
appreciable contribution to the company’s bottom line. To work with an
organization which provides me ample learning opportunities, a professional
status and a wider experience to accomplish mine as well as company’s
professional growth and that I can achieve a place of eminence in the
organization.
PROFILE SUMMARY
Motivated, self-driven, target oriented and confident of delivering results
within the time frame. Thereby grow and rise to the highest limit in
accordance with the company’s objective.
 A dynamic career with around 9 years of experience, starting from
Customer Sales to Lead Operations IBM GPS
 Was associated with IBM Global Process Services as Lead- Operations
 Proficient in managing & leading team for running successful process
operations & experience of implementing procedures, service
standards for business excellence.

2.  Strong communication & interpersonal skills with proven abilities in
Customer Relationship Management.
Work Experience
 Worked in the Army Golf Club, PUNE as an Administrator for a
period of two years.
 Worked in SPANCO TELESYSTEMS AND SOLUTIONS LTD.,
GURGAON, HARYANA as CSA (Customer Sales) and worked for HCL
INFOSYSTEMS LTD. and Hero Honda Motors which is an Inbound
Process and the Job Profile was to brief about the new campaign
launched by HCL INFOSYSTEMS LTD. and Hero Honda Motors.
 Worked inConcentrixDakshServices India Pvt. Ltd Gurgaon,
HARYANA as a LEAD (Operations).
Detailed Working Experience (January 2006 – July 2015)
Name of the Company : ConcentrixDakshServices India Pvt. Ltd formerly
known as IBM Global Process Services
Position : LEAD (Operations)
Growth Path:
Customer Care Specialist (Customer Support) – Senior Customer Care
Specialist – Team Lead (Customer Support)
Company Background
ConcentrixDakshServices India Pvt. Ltd is a leading provider of Business
Process Outsourcing Services to Fortune 500 companies. They offer a range
of integrated customer care services including voice, email response, real-
time chat, Knowledge Management, CRM Architecture and other value added
services to large global Corporations.
Job Profile

3.  Providing quality customer service and meeting the required SLA.
 Managing and tracking daily volume and scheduling agents accordingly to
meet the Service Level Agreement.
 Helping team members meet their monthly metrics by tracking their
performances on a daily, weekly and monthly basis.
 Provide training to new agents in the Line of Business.
 Preparing weekly volume in order to find the trend and sharing them with
the Operational Managers.
 Identifying improvement areas & implementing measures to maximize
customer satisfaction levels.
Key Skills
 Have been awarded as one of the top performers (STAR awards) for three
quarters in 2009 and 2010.
 Received certificate of appreciation from the client.
 Promoted as Lead Customer Support in July 2011.
Skills
 Quick learner, Quick to adapt to new environment, Flexible.
Educational Qualification
Course Board/University Year of completion
SSLC S.S.L.C Board, Karnataka 1990-91
12th P.U. Board, Karnataka 1992-93
B.A. Chhattisgarh University 2004-05
Computer Knowledge
 Completed six months Basic Course from Advanced Research Center, Star
Computers, Sagar, Karnataka.
 Completed Tally/Busy Course from Maini’s Regd., New Delhi.
Software Skills
Windows 98, MS-Word, MS Excel, MS Power Point, C Programming, Internet.

4. References in Dubai
Mr. Rajesh Kumar
Sr. Exec. Procurement, DEWA, 050 7189672
Ms. RajiKomalan, ACA, 050 2818929
Audit Supervisor
N.R. Doshi& Partners
Personal Information
Father’s Name : Late S. Balakrishnan
Nationality : Indian
Gender : Male
Date of Birth : 17th January 1975
Marital Status : Married
Languages Known : English, Hindi, Kannada, Malayalam
Passport Number : M 8301410
Date : 30 April 2015
Place of issue : MALAPPURAM
Validity : 29 April 2025
Date :
Place : Dubai, UAE
(SanthoshBalakrishnan)