1. Vasudeva Rao D M
Address: Flat No: Flat no 305, Sai Ram Plaza, Bhandari Layout, Nizampet 500090, TG, India.
Email: vasu_dharmapuri@yahoo.com, Phone: 0091-09703440870
Objective
To work in a professional and challenging environment, where I can learn, contribute meaningfully and
constantly strive towards providing value addition.
A Hotel Management Graduate from Osmania University with 15 years experience in Customer Services/
Credit Card Operations and Multi Currency payments. Currently managing a chain of retail outlets since
June’ 2009.
The key areas, which enhance my ability to perform and deliver efficiency in results, include:
 Ability to understand and adapt adversities and environmental dynamics.
 Proficient in learning and adapting to change in profiles and assigned job functions.
 Strong experience in the area of People Management.
 Ability to effectively communicate and influence cross-functionally with different levels of management and
clients.
My website:
www.peoplemanagement.in
My ebook on effective people/team management methodologies and techniques, published on amazon.com:
Work Experience
 Current: L G Enterprises, managing a chain of retail outlets from June’2009.
 Genpact: April’ 2008 to May’2009
 HSBC: November 2002 to March’08

2.  Global Call Centre: Dec’2000-Nov’2002
 Hotel Green Park: Jan’1998 to Nov’2000
Learning & Experience
Manager Operations – Advanta Bank Corp, Genpact Hyderabad
Managed a team of 45 for a collection process of delinquent Business Credit Card Accounts - Advanta.
Responsible for setting up teams for Outbound, Inbound (Early Stage and Middle Level
Delinquency) and Skip Tracing Processes.
Profile & Working: -
 Ensure that all Performance Level Agreements and Service Level Agreements are met through effective
management of resources.
 Establish MIS for the process & performance reporting for external & internal management.
 Enable growth scope for the process & ensured business stability.
 Production analyses on continual basis to ensure available resources are used to the optimum.
 Develop employees through effective coaching and feedback on individual performance.
 Ensure that all audit and compliance requirements are adhered to for the team and the process. Ensured
department’s compliance to set policies and procedures.
 Establish Internal Controls for Quality & maintaining Service Level Agreement parameters.
 Establish excellent business relations with the business partners & always met business expectations.
 Produce and report Monthly Billing for the Inbound, Skip and Outbound Tracing Processes based on the
productive hours of each agent every month.
 Strive towards providing value addition to the existing role and influence the team to aim at better
performance by adopting Six Sigma.
Major achievements from this role were: -
 Consistency in achieving and surpassing the Liquidation targets set by the Client for 5 months
in a row.
 Planned and initiated shrinkage project resulting Process Efficiency in terms of Desk
Utilization of 10% which resulted in saving 25 desks for the process.
HSBC Electronic Data Processing India P. Ltd
I joined HSBC on 4th
Nov’2002, as a Customer Service Executive in Electronic Payment Services. After
completing 2 years year in a core banking process, I was internally promoted to Credit Card Services as
Assistant Manager Operations on 15th
Sep’2005, where I played a key role in the process migration. Grown
& nurtured in a highly motivated team environment with experience of working with 6-7 teams with a high
degree of receptivity & change orientations.
Assistant Manager Operations – Credit Card Services
Effectively led and managed a team of process specialist and quality mentors, consisting of 20 members
for Card Services Internet. Have been part of this process since migration and have played a key role in
successfully stabilising the process. Card services internet deals with researching, and replying to the
emails of Credit Card customers of HSBC Bank and its affiliates across United States of America. Card
members write to us by logging in to their online account on the HSBC website for their questions and
other maintenance requests relating to their credit card account. The associates research and perform

3. appropriate maintenance on the account and reply to the card members. The process works on an Email
Management system known as KANA 9.5 and has 90 associates working on these cases. The process
has been declared “Business As Usual” & possesses high success rating.
Profile & Working: -
 Established Internal Controls for Quality & maintaining Service Level Agreement parameters.
 Enabled growth scope for the process & ensured business stability.
 Established excellent business relations with the business partners & always met business
expectations.
 Established MIS for the process & performance reporting for external & internal management.
 Production analyses on continual basis to ensure available resources are used to the optimum.
 Ensured all Performance Level Agreements and Service Level Agreements are met through effective
management of resources.
 Developed employees through effective coaching and feedback on individual performance.
 Ensured that all audit and compliance requirements are adhered to for the team and the process. Ensured
department’s compliance to set policies and procedures.
 Resolved complex queries and managed referral queues on a continual basis. Coached and trained the
team on these cases.
 Monitored performance and delivered performance reviews at regular intervals to improve the individual
as well as teams performance.
 Provided and executed individual development plans and maintained records in line with set objectives.
 Created a supportive work environment driven by people centric values and encouraged the team
members to deliver excellent customer service to both internal and external customers.
Major achievements from this role were: -
 Received “Best AMO Award” for the month of March 2007.
 Received “Great Place to Work Award” for the month of December 2007.
 Received “Team of the Quarter Award” twice; for the 2nd
quarter of 2006 and 3rd
Quarter of 2007.
 Completed a project to improve process efficiencies using Six Sigma tools and saved work worth 24
FTE over the year. Received Yellow Belt certification in Six Sigma for the same.
 Lead the team effectively to achieve 5 Superstars, 2 Extra Miler and 2 GIFT (Give it a fresh Thought)
Awards and 100 Club nominations for 2 Quarters.
 Proactively took steps to ensure that service level is exceeded at all times by effectively resourcing
each of the queues.
 Proactively trained additional executives for specialized queues like balance transfers and collections.
 Ensured smooth functioning of the department while deputizing for the Manager Operations.
 Ensured that all files and procedure manuals were in place and contained no customer information,
during the Internal Control Department review of Card services.
 Planned & organized Rewards and Recognition functions on various occasions within the section and
have utilized the allocated section budget effectively.
Payments – Customer Service Executive
Responsible for managing financial data pertaining to Multi Currency Payments and providing
overall support for queries resolution (WA – STG/ EUR/ OPS/ CCY) from worldwide banks and
financial organizations.
Profile & Working: -
 Migrated QA (STG/ EUR/ OPS/ CCY) to GSC- Malaysia in the capacity of Process Specialist.
 Researched on cases to attain knowledge, to become a subject matter expert on queue and the Team
Coach for the queue.
 Imparted QA Sterling, Euro, Currency and Outward Payments training to new recruits.
 Attained knowledge on Time Capture System. Updated Time sheets and generated reports from the time
capture system.

4.  Have been Team Coordinator for the QA team and thereby discussed errors with the team and gave
feedbacks accordingly.
 Consistently met Productivity and Quality targets and set a benchmark for the team in the performance
parameters.
 Answering queries from various branches through the internal message system and phone.
 Making outbound calls to various branches and District Service Centers to solicit clarification and advice
regarding customer accounts.
 Allocating work among all the team members and preparing Daily Production plans.
 Cascading Procedural updates and reviews to the whole team.
 Regularly updating managers about the status and discussing the progress.
Major achievements from this role were: -
 Received excellent feedback from the Migration Team Leader and the Business Area on the Re migration
of a ‘C’ Band Process QA (STG/ EUR/ CCY) to GSC Malaysia.
 Ensured highest Team productivity for the process, maintaining the quality SLA.
 Shared best practices,new scenarios and situations in work so that everyone is benefited and confident
while facing same scenarios.
Training Workshops Attended: -
 Leading & Managing People Fundamentals I & II.
 Conducting Performance and Developmental Reviews.
 Process Techniques for Supervisors.
 Train the Trainer.
 Operational Risk and compliance.
Previous Experience
Global Call Center, Karvy Consultants Ltd, Banjara Hills, Hyderabad.
Worked as a Client Lead – iPrint.com Global Call Center, Karvy Consultants Ltd, Banjara Hills, Hyderabad.
Hotel GreenPark, Begumpet, Hyderabad.
Worked as a Lobby Manager at Hotel Green Park, Begumpet, Hyderabad.
Education
Graduation: Bachelor’s Degree in Hotel Mgmt & Catering Technology (BHMCT) from
Osmania University.
Intermediate: Nagarjuna Jr College, Sanjeeva Reddy Nagar, Hyderabad.
Schooling: Don Bosco High School, Sultanbagh, Hyderabad.

5. Personal Details
Date of Birth : August 28th
1974.
Nationality : Indian
Marital Status : Married
Vasudeva Rao D M.