1. M C JAI BALAJI
Resume
10/956, Mogappair East,
Annanagar, Chennai 600037
smiling_ocean@yahoo.com Mobile No.9940678993
Review of my credentials will indicate that I offer over 10 years experience towards
in Operational management/Customer Service Manager/Client Relationship
Manager/Team Management and Corporate functions with the relevant companies as
mentioned below.
Professional Strength:
 Excellent Team management/Client Relationship, Operations and People
Management skills/Cross selling/Training, coupled with expertise in strategic
planning with excellent analytical skills and hands on exposure to liaise and build
professional relationship.
 Possess Effective leadership qualities, for quality people management.
 Efficient Assistant Manager on Papers with all managerial qualities.
PROFESSIONAL EXPERIENCE
CAMS PRIVATE LTD(Operations, Customer Service Manager, Client Relationship,
Team Management),
CHENNAI Feb 2013- Till June End
Registered office for Financial Sector, it has 27 Investor service centers, 150 transaction
points and 11 collection centers in all over India.
Roles and Responsibilities:
 Core competency on Team Handling, with a team of 65 Resources in place, inclusive
of Vendor staff's, Day and night shift staff's.
 Interviewing and Recruiting the team members cross functions, conducting
performance appraisals, taking disciplinary action, PIP and refreshment trainings .
 Prepares and analyzes internal quality reports for management staff review.
 Daily review meets with the Team Leads( 3 Team Leaders and 4 Quality staff's) on
the days Schedule and on the pending escalations.
 Ensuring the Shrinkage for the day of 25%, with utmost availability of Resources
Logged in the System, as per the Process requirement, handling typical call volumes
and Escalation mails.
 Using the latest CRM technologies, giving me an added advantage across large
companies and organizations, as well as forming the new ones.
 Ability to use Positive language and Time Management skills with Client and
Customers based on the SLA and KPI metrics signed with Client.
 Maintain and Managing business relationship with Clients and partner organizations
in order to implement and manage projects.

2.  Have identified new projects(CAMS App for corporate clients and Customers, Online
chat portal, Pivotal Query, a platform for Escalation mails and Addendum) with
delivery metrics related to profitability, feasibility and Closure of Query in TAT.
 Review meets with client via Conference call on a weekly basis. Further having a
daily interaction with Client on the Addendum received and closure of Corporate
escalations, If any.
 Raise an investigation report based on the Clients feedback on the Delayed interest
and non closure of Escalation within the speculated Time frame.
 PIP and refresher training given to the Resources based on their depletion in their
Quality bench mark of 85% by analyzing the Dash board.
 Monthly roaster to be designed and monitored based on the Resources, required for
the project, both for day and night shift(with a standard portfolio of 60% seniors and
40% juniors).
 Daily Dashboard email reports being shared among the Team leads to determine their
track productivity and the Call stats, keeping a close follow up on agents productivity.
 Regular interaction with QC team on the Call and Email Quality, with a 98% of
accuracy and 100% efficiency.
 Ensuring to maintain the portfolio of Corporate customers and providing value added
service with notifications on the addendum received from AMC.
 Bi monthly reports to be shared with the Client, based on their project need,
projecting our Quality, Efficiency, total number of Calls taken in Time frame, number
of unresolved escalations, delayed interest, if any and Customer satisfaction.
 Manage the transition of projects from the inception phase till the project reaches
stability post Go Live
 Ensuring the sales target towards the scheme wise mutual funds are met and a revenue
of 25,00,000.00 is met with in the speculated time frame.
___________________________________________________________________________
SERCO Private Limited,
Sept 2011-Jan 2013
Prince Info Park, Ambattur,Chennai.
Assistant Manager (with 115 mandates)
Roles & Responsibilities:
 Handled four process of 125 mandates with 4 Team Leads and 7 Quality supervisors,
IDBI Health Insurance, Sulekha, RSA D 2 C, Tafe Tractor.
 Monitoring and barging the Calls in dashboard, for improvising the quality and
ensuring to train the agents to resolve the customer disputes.
 Have initiated a Automated outbound IVR to generate feedback from Investors,
further to add on, proactive SMS and Email updates are being shared with Customers
on new announcement and Addendum.
 Ensuring to monitor the Quality % on the E-Business with bringing in more number
of clients in our premium services with maximum number of profitability raised.
 Develop strategies to increase sales volumes, manage costs and source through
different channels
 100% billing achieved consistently with attrition below 5%.
 Weekly review with Team lead and monthly business review with the Client.
 Daily shrinkage to be monitored and Escalation mails to be immediately resolved.
 Call barging and proper training were followed for all the four process.

3.  Total no of data received, no of conversion made, Overall team performance were
clearly monitored.
 Ensuring to be more focused on Quality with training sessions and evaluation on the
live calls.
_________________________________________________________________________
UAE Exchange, Musaffah, PO Box -170, Abu Dhabi.
Jan 2009-June 2011
Team Leader/Senior officer Grade 1(process trainer)
 Corporate Transaction
 Anti-Money Laundering
 Risk Management and Analysis
 Associate Branch Transfer
 Virtual Branch Camp Transactions
 Cash Handling and Funding.
 Reviewed and Handled Corporate Transactions.
 Served in ESNAAD(ABUDHABI OIL GROUP OF COMPANIES)
 Anti Money Laundering and training manager
___________________________________________________________________________
Intelnet Global Services (Back Office Of Barclays)Chennai
Aug 2006-Dec 2008
Sr Reconciliation Officer / Group Leader (10 Agents in numbers).
Includes:
 Reconciling the Approved and Unapproved Value
 Daily allocation of Work to the Team Members
 Managing MIS report
 Resolving Queries (45 Agent in numbers)
 Regularly interacting with Relationship Manager (RM)
 Regularly interacting with the Administrator (RA) Onshore.
___________________________________________________________________________
Perot Systems Private Ltd, Ambattur, Chennai.
June 2004-Aug 2006
Sr Accounts Receivable executive/ Customer Relationship Officer
Includes:
 Interacting with Insurance Agents and resolving the Claim
 Representing on behalf of the Provider and Hospital.
 Quality Analyst for 6 months
 Regular checks being done on the Performance of the Team.
 Awarded as the Best Performer award.
___________________________________________________________________________
ICI Dulux Paints Private Ltd, Chennai.
May 2003-June 2004
Customer Relationship Officer in Sales.
Includes:
 Weekly review meets with Agents, checking the stability of Sales.
 Weekly meets with Top Architects and Builders.

4.  Perform customer satisfaction data analysis post the sales, identify issues and make
actionable recommendations in discussion with Retail Network.
 Follow up on actionable recommendations for completion and thereby resulting in
improvement of customer satisfaction.
 Conduct dealer audits and promoting award functions for the Retail dealers and
architects based on their consistency in meeting their Targets..
 Initiatives new ways to promote business and acquire competitive dealers.
 Regular check on After Sales Query.
___________________________________________________________________________
EDUCATIONAL AND PROFESSIONAL DEVELOPMENT
BCA (Bachelors In Computer Science-2003)
Madras University
Linguistic languages
English, Tamil, Hindi, Telugu, conversant in Arabic.
___________________________________________________________________________
Declaration:
I am an excellent team player with good communication and inter personal skills and I am
confident that you would find my strong initiatives and commitments towards excellence
coupled with demonstrated experience and exposure ideal for the position.
Thanking you for your consideration and forthcoming response.
Signature,
(Jai Balaji)