1. Loganathan Palaniappan
Hand Phone: +919840875175 E-Mail: logu14deepa@gmail.com DOB: 14th
Nov 1978
Job Objective: Managerial positions in Process Operations, Customer Service, Team Management with
leading organisations in the ITES sector

2. Professional Profile
 A competent professional with 11 years’ experience in Process Operations, Customer Service, Team
Management; inclusive of over last 9 years’ in the ITES Sector
 Resourceful at maintaining cordial relations with clients & providing value added customer service,
ensuring quality and service norms to achieve customer satisfaction
 Excellent interpersonal, communication and organisational skills with proven abilities in team
management and planning
Areas of Expertise

3. Process Operations
 Managing processes & leading teams for excelling business targets & service delivery metrics
 Monitoring calls to ensure that transactions are followed as per quality norms, handling escalated
calls. Preparing & compiling various reports pertaining to process and productivity
 Conducting internal process audits & process reviews for ensuring strict adherence to the process
parameters/systems (Confirm)
 Ensuring the maintenance of optimum levels of technical expertise, soft skills & phone etiquette
Customer Service
 Interfacing with International Clients for effective resolution of online queries
 Setting out quality standards for various operational areas, ensuring a high-quality customer
experience, while adhering to the SLAs and work processes
 Interfacing with Corporate Clients;
 Ensuring speedy resolution of queries and grievances to maximise satisfaction levels

4. Team Management
 Conducting appraisals & reviews of teams & providing feedback on areas of improvements.
Establishing benchmarked practices for elevating performance levels
 Analysing the training need and accordingly fine-tuning the training modules for imparting training
on soft skills / product / process
 Controlling shrinkage and attrition within the team through motivation and team building activities
Achievements
 Have been awarded as best Team Lead in Level 2 since 2011
 Recognised and awarded as People’s Hero for controlling attrition

5.  Certification received from British Telecom for the completion of LAHT reduction project successfully
Organisational Experience
 Since Jun’11 HCL Technologies Ltd, BSERV, Chennai, India, as Sr. Team Lead -
Process British Telecom
The company is ranked by NASCOM as one of the top 5 companies in ITES industry. Provides
Technical support services to BT, the largest Internet service provider in the UK
• Handle a team with a set of 18 Members that includes 1 SME, 1 QA, 5 Senior Engineers and 11
Engineers who provides support for Level 2

6. • Handle Client Escalations, Define metrics and review the performance on real-time basis
• To work independently and efficiently to meet defined SLA for overall span
• Scheduling for the entire span
• Motivating the team to develop the personal skills, enhancing productivity and quality
• Ensuring adherence to My Job Objectives
• Providing appropriate feedback to the advisors and enhancing their skill and process knowledge
• Auditing their calls and providing coaching as and when appropriate
• Identifying training needs to ensure advisors are updated with the process changes
• Pivotal in enhancing service delivery by educating the team on Service Levels, Abandon Rates etc.
their impact on the program

7. • Ensuring the communication of the latest quality issues, product updates and customer handling
skills to the Techs on the floor
The Career Path (HCL Technologies Ltd., BSERV, Chennai)
 Nov’08 - May’11 Team Lead - Process British Telecom
• Handled a set of 21 Team Members that includes 1 SME, 1 PIC and 19 Junior Engineers who
provided support for Level 1
Scope of Support: E-Mail client Configuration (Outlook & Windows Mail), Parental Control Installations,
Port Forwarding, Wireless Configuration, Router Configuration, VOIP service, and so on

8.  Apr’08 - Oct’08 Fast Track Team Lead - Process British Telecom
 Dec’06 - Mar’08 Performance Improvement Coach - Process British Telecom
• Aligned with a different set of Teams to check for the Process Compliance and Adherence
• Call Listening and provided coaching as and when required
• Undergone various quality workshops to enhance the process
 Dec’05 - Nov’06 Technical Support Officer - Process British Telecom
 Jan’05 – Oct’05 Team Member – Process Airtel

9.  Jun’04 - Dec’04, Spectra HRD Associates., Chennai, India, CCE, Process Airtel
 Mar’04 – Jun’04, i2i Enterprises Ltd., Chennai, CCE, Process Airtel
 Dec’03 – Mar’04, DSS Mobile Communication, Chennai, CCE, Process Touchtel
Education
• Master in Computer Applications from Bharathiar University (1998-2001)
• Bachelor of Computer Science from Bharathiar University (1995-1998), Proficiency Candidate

10. Certification & Training Programs
• Six Sigma Green Belt Trained – Sponsored by HCL
• COPC Awareness - Sponsored by HCL
• OnTrac Star Certified Team Leader – Sponsored by HCL
• Developing Leader Competence - Sponsored by HCL
• Team Leader Development Programme - Sponsored by HCL
• Diploma in ‘Computer Hardware & Maintenance’ from NIIT
 References and Supporting documents will be furnished upon request