MADAN KADARI Contact: +91 99621 67898 E-Mail: madanisin@gmail.com

SENIOR LEVEL PROFESSIONAL – MANAGER (Call Centre)

Operations Management / Training & Development / Client Management – BPO/ BPS/ ITES

A “Performance Driven Professional” bringing in rare level business acumen and record of achievements developed in over 13+ years

Sufficient experience in managing entire process operations with an aim to accomplish corporate plans & goals successfully

Used instincts, insight, judgment, and timing to succeed on tough deal:

Operations Management focusing on maximizing customer satisfaction, customer compliance, etc.

Process Improvement initiatives to achieve maximum efficiency in various operations

Abilities in coordinating with internal/ external customers for running successful business operations and experience of implementing procedures and service standards for business excellence

Adroit in ensuring delivery of high quality services to support customer’s business needs and achieving continued high customer satisfaction from all operational users for services

Prudent, disciplined and self-motivated with excellent interpersonal, communication & organisational skills with proven abilities in team management and customer relationship management

Framing work direction and plan for the AM’s, TL’s and associates after thorough assessment of their capabilities

Setting up targets, SOP & SLA, setting and maintaining CTQ (Critical to Quality) / CTP (Critical to Process) targets and involved in planning for the process

Transitioning systems to upgraded versions to achieve efficiency in various operations; spearheading process improvement initiatives

Conducting internal process audits & process reviews for ensuring strict adherence to the process parameters/systems as per defined guidelines

Strobilanthes Technologies India Private Limited – Manager (Call Centre Operations) July ’14 – Till Date Teknuance Info Solutions – Team Manager April ’11 – June ‘14 Intelenet Global Services – Assistant Manager/ Team Lead Aug ’08 – March ‘11 Sutherland Global Services – Team Lead/ Coach/ SME June ’05 – July ‘08 Net Vision Cybertech Pvt. Ltd. – Sr. TME/ TME Oct ’02 – May ‘05 STROBILANTHES TECHNOLOGIES INDIA PRIVATE LIMITED

Handling Outbound Telesales & Telemarketing, Inbound Technical support & Customer service verticals

Devised a process propelled workflow for backend Customer support, Telemarketing & Telesales

Created and renewed the data base with fresh contacts which helped in optimizing the telemarketing and telesales function

Involved in the recruitment process and formed a team of 110 for Customer Support, Telesales and Telemarketing pan India, USA, Dubai, China & Sri Lanka

Trained the agents on the product, telephone etiquette’s, how to handle the phone calls, how to improve their sales pitch and follow ups

Designed call scripts that helped telemarketers with lead qualification, generation, appointment fixing & sales

Set individual goals for the agents and directed them in achieving their targets

Worked on driving methods to help agents achieve their KRA’s

Had direct touch with the Sales Head to ensure that his team’s goal match with the overall sales goal

Kept team spirits high through motivation, conducting fun sessions, meetings, appreciations, rewards and recognition

Performance evaluation, providing feedback and training to enhance the skill set of the agents

Analyze daily reports and furnish them to the Top Management when requested and on weekly basis

Conduct one to one sessions with the agents on a fort night basis and discuss about their achievements and areas of improvement followed by training

Address employee grievances immediately to enhance team unity and team work

Act as point of escalation for team concerns/issues to be fed back to the appropriate Managers

AN OVERVIEW

CORE COMPETENCIES

EMPLOYMENT DETAILS

CURRENT PROFILE

Maintain attrition level, absenteeism and ensure that all Operational issues are addressed and completed in an acceptable time frame.

Taking Effective decisions and actions based on the analysis of data and information

Cross trained the agents on customer service skills and the quality metrics in order to reduce the DSAT percentage

Joined as an Agent and grown as a Manager

Team has achieved an average of 90% and above in Call Monitoring & 100% in Transaction Monitoring.

100% in Client Call Monitoring

100% in CSAT Scores (Customer Satisfaction Survey)

Certified as the Best Team Manager

Certified as the Best Escalation Handler

Received written compliments from Customers through e-mail

Six Sigma Green Belt Trained and Certified from, ISPE in 2015

MBA specialized in Operations Management & CRM from, IIBM Delhi in 2012

MHRM, Loyola College, Chennai in 2008

BCS, D.G. Vaishnav College, Chennai in 2002

MS Office Package (Word, Excel, PowerPoint), Minitab

Trained in US & UK accent & culture

Date of Birth: 03/ 05/ 1982 Permanent Address: AF- 52, 5th street, Anna Nagar, Chennai- 600040 Languages Known: English, Telugu, Tamil & Hindi

NOTABLE ACCOMPLISHMENT

ACADEMIC DETAILS & PROFESSIONAL ENHANCEMENTS

PERSONAL DETAILS