Gowtham Updated

GOWTHAM KUMAR K.
Email Id: [email protected]

Mobile: +91 8056177111, 9566211170
Purpose:
• A Management Professional aiming for a challenging role to head Operations with organization
preferably in the BPO sector and learned a lot on managerial skills, people management,
employee retention & Operations.
Precis:
• Skills in developing relationships with key decision-makers in target organizations for revenue.
• Proficient in developing & streamlining process with proven ability to enhance
operational/administrative effectiveness and meet operational goals within the cost, time &
quality parameters.
• Strong organizer, motivator, team player and a decisive leader with successful track record in
directing projects from original concept through implementation to handle diverse market
dynamics.
• Proven track record in managing & leading teams for running successful process operations &
experience of developing procedures, service standards for business excellence.
• High integrity, energetic leader known for ability to envision and create successful outcomes in
complex multicultural environment
Educational Profile:
Education Details: From To
B.E.(ECE), First Class, Bharat Nikethan Engineering College 1999 2002

, Madurai Kamarajar University.
Diploma in Computer Technology, First Class with Hons 1996 1999

Thai Moogambigai Polytechnic, Chennai
Higher Secondary, with 65% 1995 1996
SSLC, with 68% 1993 1994

Employment Chronicle-Sutherland Global Services, Chennai
Oct’08 till July’10 as a Team Leader
• As part of my responsibilities as a Team Leader I am also responsible for preparation

of EOD reports, scheduling, team shrinkage, program attrition, also play the key-role
as a mentor for training SME and Senior TSR’s etc.,
My Achievements:
• Handling a team of 25 FLA’s.

• Monitoring and managing CMS effectively.
• Maintaining highest level of discipline in the team.
• Excellent people handling skills.
• Meeting up on SLA’s, AHT & Shrinkage.
• Client calls on a daily basis and Calibration call thrice a week.
• Training new hires well within the stipulated time frame.
• Was able to satisfy Clients with timely response on emails and providing good
customer service to customers.
• My expertise on employee retention helped me to keep the Program’s expectations
well intact.
• Monitoring the calls on a daily & weekly basis and coaching is given whenever
necessary
• Escalating outages to the Technology team if process applications are not working in
the expected manner
• Being a barrier between the management and team members
• Co-ordinate with the Training and Development team to ensure every employee
involved in the process is adequately trained on the basics of the process to be
handled and is made aware of the Code of conduct to be maintained on a call.
• Incharge of conducting JMS(Joint Monitoring Session) with TL’s and Quality reps to
make sure the quality scores are in same pace.
• Kept the team motivated & helped individuals to develop as future leaders
Mar’7 to Aug’08 as a Subject Matter Expert
• Taking care of team and guiding them whilst attending supervisor calls.
• Meeting up with day’s AHT and QA scores.
• Interacting with Gateway Support Teams calling in (inbound) and helping them to
dispatch onsite to the customer’s location.
• Interacting with customers calling in (inbound) and helping them in applying for
finance with international banks and providing response to their queries thereby
providing good Customer service
• Interacting with Service Providers in a timely manner to ensure service is performed
and thereby not having our customers dissatisfied.
Senior Customer Service Executive, April’06 –Mar’07
• Cascading Program updates to the team members.

• Conduct team huddles when required and ensure expectations are set and adhered.
• Escalating outages to the Technology team if process applications are not working in
the expected manner
• Key role in Queue Management to ensure SLA’s are met.
• Active participation in all cultural programs conducted by the company
Customer Service Executive,Feb 05 - Mar 06
• Handling inbound calls and achieving AHT & QA Scores.

• Interacting with Gateway Support Teams calling in (inbound) and helping them to
dispatch onsite to the customer’s location.
• Interacting with customers calling in (inbound) and helping them in applying for
finance with international banks and providing response to their queries thereby
providing good Customer service.
• Participating in cultural programs organized by the company.
Help Desk Engineer,Feb 04 – Jan 05
• Resolving various technical issues related to Operating System and

Application for Gateway Computers
• Troubleshooting Internet issues (Dialup,Cablemodem,Wireless
Connections),Internet
Technical Skills:
Operating Systems
Windows 9x, ME, 2000, XP,Vista & WIN7
Networking
Windows Administration NT,2000 & 2003
MCP
C, C++
Languages
Awards and Achievements:
• Top performer in Gateway Credit Check for consecutive 6 months (Jan’08 – June’08)
• Best Performance Award for the month of Aug ‘ 07 & Dec’ 07
• Appreciations from client for task completed before the stipulated time
• Key Role as Fire-Warden for a BCP-DR (Business Continuity Plan- Disaster Recovery) at
the facility to ensure business is still recovered well within the stipulated time.
• Undergone Six Sigma Green Belt Training
• Awarded as a Best Team Leader from Feb’09 to June’09
• Awarded as the Best Team for Least Shrinkage for the month of Jan’10
• Improved CSAT through resolution & service
• Increasing customer satisfaction by providing excellent after service & feedback
Personal Profile:
Name: Gowtham Kumar K.
Date of Birth: Dec 18 1978
Father’s Name: K.Krishnan
Permanent Address: #4/843,Mugappair West, Chennai-37
Passport#: E6053752
GOWTHAM KUMAR.K

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GOWTHAM KUMAR K.

Email Id: [email protected]

Education Details: From To

B.E.(ECE), First Class, Bharat Nikethan Engineering College 1999 2002

Diploma in Computer Technology, First Class with Hons 1996 1999

Higher Secondary, with 65% 1995 1996

SSLC, with 68% 1993 1994

Oct’08 till July’10 as a Team Leader

• As part of my responsibilities as a Team Leader I am also responsible for preparation

• Handling a team of 25 FLA’s.

Mar’7 to Aug’08 as a Subject Matter Expert

• Cascading Program updates to the team members.

Customer Service Executive,Feb 05 - Mar 06

• Handling inbound calls and achieving AHT & QA Scores.

Help Desk Engineer,Feb 04 – Jan 05

• Resolving various technical issues related to Operating System and

Name: Gowtham Kumar K.

Date of Birth: Dec 18 1978

Father’s Name: K.Krishnan

Permanent Address: #4/843,Mugappair West, Chennai-37

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