This document contains the resume of A.S. Sathish Kumar, who has over 18 years of experience in customer service and sales operations roles. He is currently the Manager handling customer service and inbound sales for UAE and Jersey at Scope International Pvt Ltd, a subsidiary of Standard Chartered Bank. Some of his key achievements include receiving awards for improving customer experience and sales growth. His expertise includes team management, analytical skills, service delivery, and people management.

1. A.S.Sathish Kumar
33/ A, Panchaliamman Koil St, Arumbakkam, Chennai-600 106, Mobile: + 91 98412 81239
E-Mail : satti_sai@yahoo.com
sathishannamchetty@gmail.com;
Profile Summary:
 A dynamic professional with around 18 years of rich experience in the areas of Service & Sales Operations
 Currently designated as Manager handling customer service and Inbound Sales captive unit for UAE & Jersey
 An effective leader with abilities in leading & motivating a workforce; driving people in alignment with
organizational objectives and thereafter achieving objectives
 Building and maintaining healthy business ensuring high customer satisfaction matrices by achieving high
standards of deliverables
Areas of Expertise:
 Team Management
 Analytical Skills
 Service Delivery
 Complaint Management
 Performance & People Management.
 Disaster Recovery Strategies
Key Achievements:
 Recognized at the “GSSC Collaborations Awards 2015” for driving and achieving results for “First Call
Resolution” collaboration project.
 Won the prestigious “Most Improved Call Center Customer Experience – UAE” for Standard Chartered in
2015 held by Ethos Integrated Solutions.
 YOY growth of 15% from the Service to Sales (S2S) Channel UAE inbound. UAE S2S has been winning the
premier Championship award for highest sales Qtr on Qtr since 2013 across all markets of Standard
Chartered Bank
 Certificate of Appreciation received from Regional Head for contribution towards meeting 2014-2015
revenue & service goals and making GCC a great place to work
 Certification of appreciation from Head of Wholesale Banking for contribution towards winning Prestigious
Trade Finance awards consecutively for 2 years in row ( 2010-2011)
 Certification of appreciation from Head of Standard Chartered Bank for being consistent topper in Loan on
Credit card for the period of 15 months (2006-2007)
 Designed & Developed the contact center knowledge portal for easy reference for the frontend team and
reduced ~20 Secs against budgeted AHT for the unit
 Designed & Developed training contents with the help of Training team to offer need based training for
inbound agents on Requests & Complaints, This has reduced Complaints by ~50% between 2014-2015
Senior Level - Operations Manager

2.  Delivered a cost challenge of 5.7 Mio for 2015 by optimizing the head count from 165 to 100, this was done
diligently improving agent productivity and automation projects.
 12% reduction in repeat calls by implementing SMS processes for all requests (2014-2015).
 Developed Instant feedback tool via SQL to improve the call quality, this model has shown significant
reduction in internal errors.
 Migrated 30% of Customers to Online banking and general enquiries by sending push SMS, resulted in save of
102 k$/ Annum.
 Developed angst team for the Frontend team and improved escalation Accuracy from 37% to 80% in 2015
Scope International Pvt Ltd (Standard Chartered Bank) – 8.5+ Years
Scope International, is a wholly owned subsidiary of Standard Chartered Bank, Scope handles a wide range of
value-added and complex services from Banking Operations like BPO, Finance and Accounting services, Software
Development and maintenance, and providing IT Service and Helpdesk support and customer service support to the
Group globally.
Designation Process Period
Manager Priority / Personal Customers (Inbound & Complaints) – Voice
& Non Voice
Nov 2012- Present
Associate Manager Corporate Customers – Voice & Non Voice Oct 2010-2012
Senior Team Leader Work Force & Business Intelligence- Inbound & Outbound Jun 2008-Sep 2010
Team Leader Inbound Operations – Voice Jun 2007-May 2008
 Manager - Inbound Center
 Responsible for the management of Voice & Non- Voice channel for both Chennai & Bangalore Contact Centre
 Lead and manage a Front-end team and responsible for the overall direction and performance of the team
 Ability to set the vision, direction, and culture of the team by managing individual and team performance,
expectations and goals.
 Monitoring real time service levels and schedule adherence, and holding the team accountable for meeting
and exceeding performance targets
 Develop techniques for front-end teams to drive significant and stable revenue/ service penetration
 Manage workflow proactively engage resources to address issues and effectively delegate workload across the
leadership
 Reduction in complaints ~50% by implementing the process changes with process reengineering and frontline
empowerment
 Developed the STP process for critical service request types led to faster resolution for best Customer
Experience
 Associate Manager – Wholesale Banking
 Responsible for implementing change to achieve market leadership in customer service for wholesale banking
clients
 Collaborated with stakeholders for successful migration of Trade Voice & Non Voice channels
Professional Experience

3.  Managing Wholesale Banking clients relationships for both Voice & Non Voice channels with Superior
Customer Experience
 Maintain high Standards for client servicing for enquiries and complaints
 Continuously review/monitor workflow and strive for efficiencies in time, costs and service level
 Senior Team Leader – Work Force & Business Intelligence
 Responsible for Manpower planning, forecasting volumes, staffing requirements, creating employee
schedules and real time management
 Capacity Management – controlling hiring numbers as per volume forecast and attrition, raising indent for Job
Requisitions in PeopleSoft and reconciliation
 Management Business Review (MBR) presentation decks for top management
• MIS and Analytics for UAE & Jersey
• Performance Management – Identifying outliers and facilitating performance improvement to ensure
Business Goals are met consistently
 Responsible for Service Level Agreement with effective volume forecasting & unit wise head count planning
 Team Leader – UAE Process
 Responsible for UAE Accounts voice operations
 Proficient in managing & leading teams for running successful process operations & experience of developing
procedures, Service standards for Business Excellence
 Exploring insightful knowledge in understanding & analyzing business processes & redesign, acknowledging
business requirements
 Supervising Fulfillment team, for rendering & achieving quality services by providing first line customer service
 Setting out quality standards for various operational areas like remittances & beneficiary set up details &
conducting regular quality audits, ensuring high customer experience.
Additional Responsibilities:
 Individual Contributor as DCC with 7 Years of experience on: Business Impact Analysis, Business Contingency
Planning, Annual review & signoff of Business Contingency Plan & Strategy BCP testing Provide support during
crisis incidents to ensure minimum business impact
 Plan, conduct, and debrief regular mock-disaster exercises to test the adequacy of existing plans and
strategies, updating procedures and plans regularly
Standard Chartered Bank (Jan 2005 – June 2007) - 2.5 Yrs
Standard Chartered multinational banking and financial services. It operates a network of more than 1,200
branches across more than 70 countries and employs around 87,000 people. It is a bank with operations in
consumer, corporate and institutional banking, and treasury services
 Team Leader –Credit Cards (India Process)
 Ensure team consistency in delivering service and delighting customer at every given opportunity
 Ensure that the team provides service that result in nil escalation months on month basis
 Ensure 100% cross selling like supplementary cards, dial a loan and Balance Transfer
 Management of the Team and accountability for individual call quality, levels of product and process
knowledge

4.  RCA performed for escalations & irate customers – basis findings implemented change at agent level/ process
level
Sutherland Global Services (July 2004 - Dec 2004) – 6 Months
Sutherland Global Services is a global provider of business process and technology management services offering
an integrated portfolio of analytics – driven back-office and customer facing solutions that support the customer.
Sutherland is the one of the world’s largest independent BPO companies employing over 30K + Professionals spread
across 40 + operational centers worldwide.
 Customer Care Executive – Symantec Process
 Timely & Complete resolution of all queries and complaints to ensure high customer satisfaction
 Adherence to all process and policies laid down by internal as well external regulation
 Effectively managed workload without TL supervision
 Ability to handle multiple tasks and solve customer queries efficiently
International Experience at Muscat Pharmacy LLC (June 1998 – July 2004) – 5 Yrs
Muscat Pharmacy is one of the oldest Pharmacies in Oman. It also has the unique distinction of being the largest
Pharmacy in the Sultanate. Started in 1968 with a Pharmacy at Muscat, it has grown to be a Company with 66 retail
outlets, and remains as the biggest supplier of different pharmaceutical products from brand leaders world-wide.
 Assistant Pharmacist –Sales & Customer Care, Muscat, Sultanate of Oman
 In charge of retail division of the company pharmacy in Muscat
 Responsible for delivering high quality customer service by answering queries over Phone / Walk-in’s
 Maintaining records to reflect customer information, Vendor/ Dealer and People Management
 Key contributor in achieving ISO 9001 certification by following the process, documentation and surprise
audits to ensure high standards & in align with ISO guideline
South India Antibiotics (1995 -1998)
 Medical Sales Representative
 Increased sales for times, not seen by the company in over 3 years.
 Suggested and implemented new marketing technique to stay ahead of competition.
 Established long term time – up with the premium hospitals in Delhi & Chennai
Educational Qualification
Bachelor of Business Administration - BBA. (University of Madras -1998)
Diploma in Pharmacy – (1994)
PGDCA.
Personal Details
Languages Known : English, Telugu, Tamil, and Hindi & Arabic

5. Date of Birth : 20th
December, 1974
Marital Status : Married

6. Date of Birth : 20th
December, 1974
Marital Status : Married