1. SRINIVASAN
PUNNIAKOTTI
Contact:
+91
9841035153;
Email:
ceeeny@yahoo.co.in
HEADLINE
SUMMARY
I
am
an
ambitious
professional
with
experience
of
12+
years
across
IT
Enabled
&
Services,
Process
Management,
Operations
Management,
Client
Relationship Management
and
Team
Management.
I
have
successfully
achieved
highest standard
of
customer
satisfaction
and
quality
service
for
the
organization;
implemented
automated
transfer
across
PAN
India
and
resulted
in
reducing
Talk
Time
and
subsequently
increased
Online
Sales.
I
am
well
versed
in
leading,
mentoring
&
monitoring the
performance
of
the
team
members
to
ensure
efficiency
in
business
operations.
Demonstrated
ability
by
suggesting
the
Call
Flow
projection
as
per
Call
Trend
on
regular
basis
&
specified
time
period,
which
helped
in
accurate
manpower
planning
and
reducing
the
Abandon
Rate.
In
the
course
of
my
association
with
Just
Dial
Ltd,
Chennai
I
have
been
actively
involved
in analyzing
the
existing
processes,
evaluating
the
areas
of
improvements
and
accordingly implementing
process
modifications.
I
am
proficient
in
designing
and
implementing
systems
and procedures
to
facilitate
smooth
functioning
of
overall
operations
and
enhancing
operational
efficiency.
I have
played
a
key
role
in
establishing
and
implementing
short
and
long-­‐range
departmental goals,
objectives,
policies
and
operating
procedures.
Entrusted
with
the
task
for
various
general
administrative
functions
in
the
organization,
I
have
also
demonstrated
exceptional
skills
in
handling
customers
and
effective
management
of
the
campaign.
The
intent
was
to ensure
smooth
operations
with
valuable
inputs
for
process
improvement
while
tracking
flaws.
I
have been
a
key
contributor
in
organizational
development
and
strategic
decision-­‐
making
processes
through effective
utilization
of
outstanding
communication,
leadership,
management
and
motivational
abilities. Now
at
this
stage,
I
intend
to
expand
my
footprints
as
an
ambassador
of
change
by
creating
and
leading
high
caliber
teams
to
successfully
meet
company
objectives.
SKILLS
— Project
Delivery
—
People
Management
—
Process
Initiatives
&
Control
— MIS
Reporting
— Client
Communication
—
Liaison
&
Coordination
— Process
Improvement
— Conflict
Resolution
— Process
Management
— Training
&
Development
— Communication
Skills
— Strong
Interpersonal
Skills
EXPERIENCE
Company
Name
–
JUST
DIAL
Ltd,
Chennai,
May
2005
–
Mar
2016
Title
–
Group
Leader
-­‐
Operations
-­‐
(May
2010
–
Mar
2016)
Title
–
Team
Leader
-­‐
Operations
(May
2005
-­‐
Apr
2010)
Description
–
OPERATIONS/PROCESS
&
PROJECT
MANAGEMENT
PROFESSIONAL
–
ITES/KPO/BPO

2. • Responsible
for
handling
a
team
size
of
100+
Team
Members
and
4
Team
Leaders.
• Prepared
daily
Site
Report,
Group
Performance
Report,
Outlier
Management
Report,
Staff
&
Infrastructure
Report,
Monthly
Attendance
Report,
Monthly
Business
Review
presentation.
• Deft
in
anticipating
the
probable
attrition
cases
and
ensured
adequate
planning
to
backfill
such
cases
and
managed
required
headcount
for
the
campaign.
• Accountable
for
organizing
Reward
&
Recognition
Program
to
ensure
that
the
staff
is
motivated
and
conducted
Employee
Engagement
Activities
to
get
the
bridge
the
gap
between
the
Management
and
the
Team
Members.
• Responsible
for
overall
performance
of
the
site
with
respect
to
achieve
the
daily
targets
and
the
monthly
Service
Level
Agreements.
• Managed
and
increased
the
efficiency
and
effectiveness
of
operational
systems,
processes
&
polices
to
achieve
organizational
goal.
• Played
a
significant
role
in
executing
long-­‐term
strategic
plans
towards
operational
excellence.
• Mentored
&
Groomed
the
Team
Leaders
and
the
Team
Members
for
the
next
level
through
Succession
Planning.
Company
Name
–
BALAJI
INFO
TECH
SERVICES,
CHENNAI
Jun
2004
–
May
2005
Title
–
Team
Leader
Operations
• Responsible
for
imparting
training
to
the
Team
Members
and
monitored
the
performance
for
the
Team
Members
post
training.
• Accountable
for
solving
queries
of
the
Team
Members
on
the
production
floor,
prepared
various
campaign
reports
on
Daily,
Weekly
and
Monthly
basis.
• Responsible
for
managing
the
Shrinkage,
Attrition
and
prepared
sift
roster
to
ensure
operational
deliverable
are
met
with
the
planned
manpower.
Company
Name
–
BATA
INDIA,
CHENNAI
Nov
2003
–
Mar
2004
Title
–
EDP
In-­‐Charge
• Responsible
for
posting
the
entry
of
daily
order,
maintenance
of
stock
of
various
Bata
products
and
updating
the
Daily
Sales
Report.
• Prepared
the
Weekly
and
Monthly
Sales
Report
along
with
the
Inventory
Records
of
the
specified
products.
ACHIEVEMENTS
• Received
the
Best
Employee
Award
for
2
Years.
• Implemented
automated
transfer
which
was
implemented
PAN
India
and
resulted
in
reducing
Talk
Time
and
subsequently
increasing
Online
Sales
• Suggested
Call
Flow
projection
as
per
Call
Trend
on
regular
basis
&
specified
time
period,
which
helped
in
accurate
manpower
planning
and
reducing
the
Abandon
Rate.
EDUCATION
Graduate
in
Computer
Science University
of
Madras