Biju S V

mail.biju.s.v@gmail.com

+91-8608022555
AGM – Call Centre, Quality, Operations
and Service Assurance Chennai, India

Looking for a Career advancement opportunity where I https://www.linkedin.com/in/bijusasidharan/

can put my efforts with my previous experience and
bijurajeedarshita
also my abilities for the benefit of the organization and
in every way possible by inspiring the next generation
of digital aspirants.

SKILLS
Strategic Management Operations Quality Assurance Market Research New Business Development

Team Management Transition Management Team Building MIS and Reporting Call Centre Management

Core Business Development Project DevelopmentCollection and RecoveryVendor ManagementCore Process Management

WORK EXPERIENCE
Assistant General Manager – Quality
Belstar Investment and Finance Private Ltd
06/2019 – Present Chennai, India

Belstar Investment is a Micro Finance private limited providing Loans to Rural Women's for their development in Lifestyle.
Achievements/Tasks
Handling Operation team - monitoring team's daily activity, focusing on achieving team and individual daily, weekly
and monthly targets.
Reporting team's performance on a daily, weekly and monthly basis and taking care of floor during the absence of COO.
Working for Overall process quality in business operation - Connecting Sales and Marketing people for meeting the companies SHG and
JLG Target. Creating SOP for all the processes in terms of business operations, identifying the right location and monitoring their
performance. Work on various System automation tools, testing on a campaign and regular feedback on the performance based on the
tool.
Focusing on Call Center and Audits to improve the standard of the loans and make sure we get met target on a monthly basis.
Generating and qualifying new appointments through Call center campaigns after intensive research, generating a database with various
third- party tools, validate them through the research team and provide to the field team based on the client requirement.
Contact: Karuppusamy- COO – 9003425956

Manager – Operations
Intelenet Global Service/Teleperformance
08/2018 – 05/2019 Chennai, India
We deliver an innovative Third Party Service for Operation Excellence
Achievements/Tasks

Handling Operation team of 120 members - monitoring the daily activity of the team and make sure the team achieves daily weekly and
monthly targets and expanding additional 500 seaters
Quality check and reporting to concern manager. Maintains an exceptional performance in randomly taken customer service surveys
Recognized as a “Best Operation Manager " by OLA corporate management instrumental in seat expansion till 520 Seaters Plus.
Working on various automation tools and make sure we deliver the best performance and CSAT for the team to deliver high-quality performance.
Contact: Samuel Dhanapaul- Director – 7867016816

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WORK EXPERIENCE

Deputy Manager/Site Head–Operation & Customer Care

Aircel Cellular Private Limited Chennai, India
05/2013 – 08/2018

Aircel is the Biggest Subscriber Base in India.

Achievements/Tasks

 Handling team of more than 650 members, managing more than 1Lac calls per day also to achieve their monthly, weekly and
day targets.
 Vendor Management of SERCO International (800 + Headcount – IB & OB operations)
 Vendor Management of Outbound team with iMarque Domestic set up (50 plus Headcount)
 Handling P& L, Revenue, Cross-Selling in Inbound & Outbound incremental revenue by 2Cr monthly Operationally handling 1Lac plus
calls in IVR and directly handling calls of 75000 plus calls per daily Managing the irate customers by 3 tier process and handling
customer query
 Motivate the partners towards the quality, innovation, and business enhancement Manage the Retention and usage for the
customer profile by promoting a relevant offer
Contact: Prakash - Head - GM – 9842501250

Manager - Operations
Vertex Solutions Private Limited Chennai, India
10/2012 – 05/2013

Handling the Tele verification of Airtel.

Achievements/Tasks

 Focus on providing client satisfaction & drive AIRTEL-TV to be a competitive success.

 Motivate the team towards the quality, innovation and client business enhancement

Team Manager - Operations

Allsec Technologies Private Limited
Chennai, India
07/2009 – 10/2012

Handling the TATA DOCOMO Customer Care for Kerala and Tamilnadu.
Achievements/Tasks

 Brought in to handle the complete TN/KL operation for TATA DOCOMO & VIRGIN Focused on providing client satisfaction &
drive clients to be a competitive success. Motivate the team towards the quality, innovation and client business enhancement
 Successfully ran a project to increase productivity to meet gross margin of the process
 Met service levels despite acute manpower by strategically revamping of staffing Team achieved the #1 position in CSMM half-
yearly audits twice in the 2 years (H1 2010 “April 2010 to October 2010” & H1 2011“April 2011 to October 2011”)

Assistant Manager - Operations

HTMT Global Solutions Private Limited
Chennai, India
03/2008 – 04/2009

Handling the Airtel Non-Voice for PAN India.

Achievements/Tasks

 Brought in as client management for AIRTEL NON-VOICE operations for PAN India. To handle a team of 150 plus members
where customer satisfaction is the key.
 To meet the service level as per the international standard and to ensure client satisfaction.
 Focused on providing client satisfaction and to forge relationships that drive to competitive towards success.

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WORK EXPERIENCE

Executive - Operations
Vodafone/Hutchison Essar India
Chennai, India
04/2004 – 03/2008 ( Two Year Contract )

Handling customer calls for Vodafone and handing back-end operations.

Achievements/Tasks

 To enhance revenue and lessen retention for postpaid subscribers in Chennai & RoTN. Handled the Outbound calling team for
the revenue enhancement.
 Handled the VTM – TRAI audit for the prepaid CAF and endured 100% documentation.
 Handled the MIS and Projects, Bulk SMS, CRM, Kiosk, My Hutch and EMC for the self-service for the customers.
 Hired for working on a contract basis and resolve the customer queries online in the call center Worked as a call center
executive, resolving the issues in postpaid and prepaid online.
 Took care of the entire dealer quires and resolved them on TAT
 Handled the Shops request & complaints forwarded to backend by resolving within TAT.
 Handled the billing quires & resolved the billing system issues for 100% customer satisfaction

CERTIFICATES/DEGREE

Six Sigma – Master Black Belt Six Sigma – Master Black Belt
International Academy for Certification and Training International Academy for Certification and Training
Completed Master Black Belt in Sept 2019 Completed Black Belt in Sept 2019.

Six Sigma – Green Belt Master of Business Administration – International Business

International Academy for Certification and Training Pondicherry University
Completed Master Black Belt in Sept 2019 Completed in June 2019.

PERSONAL INFORMATION
FATHER : V SASIDHARAN (LATE).
MOTHER : C K VALSALA (LATE).
WIFE : RAJEE R
DAUGHTER : DARSHITA B R
SON : NIRDARSHAN B R
DATE OF BIRTH : 11th MARCH 1981.
PLACE OF BIRTH : TRIVANDRUM, KERALA.
LANGUAGE KNOWN : ENGLISH, TAMIL, MALAYALAM.

I hereby declare the above information given is true and 100% accurate to my knowledge.

Place : Chennai ( )

Date : 7-Oct-19 Biju Sasidharan Valsala.

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