1. AMBAREESH S NAIR
Address: MadathilParambil House,
Pallom P.O, Kottayam,
Kerala, India 686007
Email: asn2585@gmail.com or
ambareesh.nair@yahoo.co.in
Passport number: F7489891 Phone: +8618668411330
Marital Status: Married
PROFESSIONAL SUMMARY
Customer Service Manager experienced in leading teams with diversity to achieve company goals.
SKILLS
Exceptional interpersonal
communication
Skilled trainer
Excellent time management skills
Effective problem solver
Customer-focused
Process improvement specialist
Adherence to high customer service
standards
Microsoft Outlook, Word and Excel
Exceptional telephone etiquette
WORK HISTORY
07/2014 till date
Assistant Manager, Infosys BPO Limited – Hangzhou, China
Develop and implement customer service policies and procedures
Define and communicate customer service standards
Review and assess customer service contracts
Oversee the achievement and maintenance of agreed customer service levels and
standards
Direct the daily operations of the team
Plan, prioritize and delegate work tasks to ensure proper functioning of the
department
Ensure the necessary resources and tools are available for quality customer
service delivery
Review & track customer complaint resolution
Handle complex and escalated customer service issues
Monitor accuracy of reporting and data base information
Analyze relevant data to determine customer service outputs
Identify and implement strategies to improve quality of service, productivity and profitability
Liaise with company management to support and implement growth strategies
Co-ordinate and manage customer service projects and initiatives
Ensure budget requirements are met
evaluate and performance manage staff
identify and address staff training and coaching needs
04/2011 to 06/2014
Team Leader, Infosys BPO Limited – Hangzhou, China
Allocating tasks to staff
Ensuring the performance of the staff is of a high standard to meet all customer call guidelines including service
levels, handle time and productivity.
Reporting to management (Performance reviews, QBRs etc)
Scheduled staff shifts to cover peaks and lulls in customer inquiries.
2. Dispute management
Handling complaints (from both staff and customers)
Helping to hire new staff
Resource analysis to support On boarding of new support
Driving process improvements.
Train staff on operating procedures and company services.
Provided accurate, specific and timely performance feedback for CSRs.
Identify individual development needs and arrange appropriate training.
Follow-through on all critical inter-departmental
Maintain accurate records of past due customer account activity.
Develop very good client relationships
Manage work flow to exceed quality service goals.
12/2009 to 04/2011
Supervisor /Trainer/India Channels Specialist- Channels Specialist Group, Infosys BPO Limited –
Hangzhou, China
Support partners in India sub-continent to benefit from client programs and qualifications through proactive follow
ups, & addressing reactive queries
Bridge between the partners and various client support teams ,thereby providing a one stop shop support
Driving program and promotion adoption through timely follow ups
Providing assistance in creating road maps to achieve new qualifications thereby increasing the scope of
business and earning for client as well as their partners
Assume ownership over team productivity and manage work flow to meet or exceed quality service goals.
Facilitate inter-departmental communication to effectively provide customer support.
Scheduled staff shifts to cover peaks and lulls in customer inquiries.
Trained staff on operating procedures and company services.
Resolved associate, tool and service delivery issues revealed by statistical reports.
Fostered an environment which encouraged continual process improvements.
Maintained accurate records of past due customer account activity.
Maintained up-to-date knowledge of product and service changes.
Providing SME support for various client tools and programs
10/2007 to 12/2009
Process Specialist: TRAINING & DEVELOPMENT Infosys BPO Limited – Bangalore, India
ERP and Order management process training for new hires
Case tool trainings for Clients
Introduction training for new management trainees
Knowledge content & certification updates
Coordination between Operations and corporate training teams to ensure skill enhancement of workforce
Overall vertical performance management through collaboration with other supporting teams (MIS,Quality,etc)
Monitoring feed backs.
06/2006 to 10/2007
Process Executive: ORDER MANAGEMENT Infosys BPO Limited – Bangalore, India:
Handling key customer requests & escalations in the following areas
Expediting Order
Providing status updates
Updating orders to meet the customer requirements
Providing FCR support to key accounts in Asia Pacific , Europe and Americas
3. EDUCATION
2006: Bachelor of Arts: ECONOMICS
NSS, Hindu College - Changanacherry, Kerala, India
Student government representative
NCC ‘C ‘ Certificate Holder – Army wing
Participated in Student's Parliament
Conducted National seminar on Development Economics.
ACCOMPLISHMENTS
Most Valuable Player award in 2007,2011,2012
Knight of the Town award in 2011
Best Team Player award in 2011,2012
Best Team Lead award in 2013
Operations Management award in 2014
CERTIFICATIONS
ORDER MANAGEMENT DOMAIN(T100)
Milestone 3.0- Professional Skills Workshop
Competency Based Interviewing
HAVARD MANAGEMENT MENTOR- Change Management
HAVARD MANAGEMENT MENTOR- New Manager transition
INTERESTS
Reading
Traveling
Games- Board games as well as outdoor
REFERENCES: Available upon request.