LALITH
Mobile: 7667097957, email id: lalitdev28@yahoo.com
Professional Summary
An Energetic, Innovative, Motivated and Accomplished Result-oriented Leader with demonstrated experience in
managing a wide gamut of business activities entailing Operations Management, Customer service Management,
and Team Management skills with over all 10 years of experience.
Skills & Core Competencies
o Customer Service Management
o Operations Management
o Performance Management
o Client Interaction
o People Management
o Training Management
o Hiring & Recruitment
Work Experience
17th
Dec 2015 – till date
Assistant Manager –Bank Bazaar (A&A Dukaan Financial Services) - Chennai
 Manage Operations for Outbound Voice customer support
 Monitoring and controlling the routine activities in operations
 Lead a team of 75 agents & 5 team leads
 Conduct daily meeting with the team leads and discussing about their report statistics and the respective
feedback
 Setting target for TL’s as well as motivating them to achieve those targets
 To handle all HR-related issues affecting team members including conducting appraisals, confirmations,
promotions and terminations
 Reporting to senior management about the periodic updating and exceptional grievances in operations

2nd
Dec 2013 – 8th
Oct 2015
Assistant Manager – GE Capital (joint venture with SBI Card) - Chennai
 Manage Operations for Inbound Voice customer support
 Manage team of 18 agents
 Supporting WFM team to meet SLA targets defined by Client. Ensure to meet TOS, Shrinkage, CSAT
Scores,Quality Scores, AHT,and Attrition Control.
 Responsible for all HR-related issues affecting team members including conducting appraisals,
confirmations, promotions and terminations
 Responsible for identifying training requirements for team members and adjusting targets to suit the needs
of the business
 Responsible to handle walk in customers and help them resolve their issuespertaining to credit
card statement, billing issues, reward points etc.
 SPOC to handle customer escalation calls (thru phone and direct walk in)
 Identify and nurture the team members with potential to grow to the next levels
Sept 2010 – Nov 2013
Team Leader – Hewlett Packard, Chennai
 Lead a team of 25 members in all aspects of daily operations including daily productivity, resolving
problems, employee attendance,training, performance reviews and business review with front end clients.
 Analyzing the orders received/inflow volume and distributing the tasks to the members as per their area of
expertise and ensuring the tasks are completed within the timeline and productivity is met on a daily
basis.
 Analyzing the individual performance of the team and motivating them to perform even better
 Determine the duties and responsibilities of individuals in a team
 Responding to customer emails in a timely fashion. Periodic update on order completion status, down
time issues, HC issues etc.,
 To ensure assigned requests are completed within a turnaround time (TAT) and with an agreed accuracy
level
 Organize training workshops to improve the performance of the members who are lagging behind in
terms of performance
 Understanding the root cause and fixing the problem with corrective & preventive action in place
 Handle weekly and monthly business calls with the front end team (off shore location) in terms of sharing
metrics, process updates/gaps,improvement ideas etc.

July 2007 – May 2010
Senior Executive – Vallabhdas Kanji Ltd, Cochin
 Identifying new customers; generating business from existing and new accounts and achieving
profitability and increased sales growth.
 Managing and coordinating all the business activities from global accounts spread across different
countries.
 Handling pre-sales, sales and post-sale queries of customers through email, phone and customer
visits.
 Handling customers in person to resolve complaints and providing corrective action with the help
of the QA team and ensuring implementation ofpreventive measures
 Liaising with all the functions such as operations, procurement and shipping team for timely dispatch of
consignments (Supply chain)
Other activities
 Preparation of weekly and monthly MIS to higher management
 Inventory Management for US subsidiary company
 Followup with customers on over dues (Accounts Receivable)
 Coordination with PPIC team (Production Planning and Inventory Control) to prioritize critical orders and
timely dispatch of shipments for all global accounts.
Sept 2005 – May 20007
Traffic Manager – Choice Trading Corporation Ltd, Cochin
 To handle back office operations from India (Cochin) for US subsidiary office
 Clearing of consignments of US Port, Customs authorities and US FDA with the help of a customs agent
 Coordination and follow up with multiple suppliers for timely dispatch of shipments and original documents as
per PO conditions
 Commercial negotiations with local inland truckers at the assigned budgeted cost and coordination with
multiple truckers for the movement of container from US port to assigned warehouse in multiple locations.
 Coordination with multiple warehouses on container arrival and movement of goods to various customers in
multiple locations
 Preparation and presentation of timely documentation required for customs and FDA clearance so as to avoid
the demurrage cost.
 Periodic MIS reporting system to higher management
Professional Achievements

 Ranked PAN India 2nd during SBI Super card contest -2015 for achieving 170% vs. target of 150%
 Won Best team award for discipline & productivity metrics like attendance and AHT – Q1 performance -
2015
 SPOC for Chennai contact center to handle all kinds ofcustomer escalations. (thru phone & walk
in desk)
 Inventory reduction: Closely co-ordinated the shipments and followed up and brought down the
inventory level by 55% from the opening balance. Simultaneously, managed to maintain the required
level of safety stock to ensure timely supply of goods and services to the customers
Extra-curricular activities
 Anchoring/ MC during company annual day event
 Driving & supporting employee engagement programs such as sports day, fun at work, dance competition
etc.,
Academics
 Bachelors of Commerce from Madras University - Chennai (Tamil Nadu) 2003
Personal Profile & Info
 Have traveled to United States ofAmerica for businessdevelopment activity and to support
subsidiary companies in driving cost cutting projects.
 Linguistic ability: English, Hindi, Tamil, Sindhi
 Nationality : Indian