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Manjunath BR
Bangalore, Bengaluru,India,560054 • 8073798066 • [email protected]
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PROFESSIONAL SUMMARY CORE

Seeking a challenging career to harness my knowledge, and skills and QUALIFICATIONS
achieve recognition. Confident Team Manager, successful at increasing
 Operations Management
monthly revenue using insightful marketing strategies and aggressive
 Mapping client requirements and
product development. Skilled at understanding customer and employee
coordinating in developing and
requests and meeting needs. Furthers success by strengthening staff
implementing processes in line with
training, streamlining internal systems, and facilitating sales
present guidelines
techniques.
 Monitoring overall functioning of
processes, identifying improvement
areas and implementing adequate
EXPERIENCE measures to maximize Client
Team Manager, 06/2019 - Current satisfaction levels
Shing Pak Services India Private Limited - Bangalore  Evolving strategies and activities to
achieve desired business goals
 Of the company:
 Being pro-active in identifying the pros
 Shing Pak Services India Private Limited is a Chinese BPO company,
and cons of the process.
which kick started their branch here in India from June 2019 and
 Coaching, Developing, Monitoring and
deals with the internet industry, providing real time support to the
supporting team mates daily.
end users for the most of the Banking, Social Networking and one of
our major clients being Alibaba Cloud  Decision Making .
 Which are active in India, They rocketed to the Indian Market in the  Client Servicing
year 2019 in the month of June and I was hired as the Operations  Managing service operations for
Manager and proudly the 1st employee for this organisation in India, rendering and achieving quality services
started with a scale of 7 employees and currently working with 40  Monitoring all the procedures and
head count systems closely until achieving desired
 Roles and Responsibilities: SLA's and KPA's.
 Setting up the base right, with all the basic requirements like work  Ensuring High Quality Customer
place, systems, internet, IT, admin and others experience for Client, while adhering to
 Building the core team here in India, HR Manager, IT Manager, Admin SLAs and work procedures.
Manager, Team Leader's, quality team and finance team  TECHNICAL EXPERTISE
 Had visited to various clients sites in and around India, to submit the  Software :
business proposals on behalf of Shing Pack services India  Microsoft Office, Microsoft Excel
 Providing statistical feedback on business goals and key performance  O S : Apple Macintosh 10.5.X to 10.7.X.
drivers SAP, Minacs Internal Tools
 Improve business processes, gather and define business  Cloud Computing (Alibaba Cloud)
requirements
 Monitoring all the procedures and systems closely until achieving
desired SLA's and KPA's of the various projects EDUCATION
 Report status and issues to the Project Manager(s) and the Director of
B. Com : Commerce
Channel Beyond
Mangalore Institute of Technology and
 Have Weekly and Monthly reviews with the clients and the stake
Science
holders and update the pros and cons of the business and the process
MSc : Management
 Preparing the documentation for the training process and publishing
National College of Ireland
the same to the clients for their approvals and way forward
I have a project worked upon which is a
 Preparing dashboard's on Hits and opportunities on weekly basis to
research type project regarding the
the stake holders and our clients and also explain the same and take
“Talent Management in IT Industry”, which
it forward from the feedback provided
will touch upon topics like Talent
 Preparing the KPI's and KRA's for both the agents and the business
Management, Organizational culture,
requirements
Motivation, Training and Development,
 Grooming the employee according to the GROWTH plan within the
Leadership and Team Management, Work
time frame
Environment and Exit Interview, Career
 Approving the Rewards and Recognition

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 To prepare daily, weekly, monthly reports on internal teams and also Management, Performance Appraisal,
to publish the productivity reports Employee Engagement and more topics
 Discuss and decide about the strategies to achieve desired business related to Talent Management
goals
 Responsible for performance appraisal, every quarter
 Managing the pool of talent to decide and dedicate the right talent to CERTIFICATIONS
the right team
 Responsible to build an organisational culture, in terms of behaviour  ACA - Alibaba Cloud Associate
and carrying the right attitude to the work  ACA-S - Alibaba Cloud Associate
Security
Team Leader, 09/2012 - 09/2017  ACP - Alibaba Cloud Professional
Concentrix, Minacs pvt Ltd - Bangalore
 Apple
 Role: Supporting Apple, Support and Service Order Management
Team at Concentrix, where I played the role of an Associate who was
in-charge of analysing the Prices of the Apple products, Apple Care
Protection Plans, Repairs etc., and provide them accurate measures
based on the customer requirements
 The role basically requires a lot of analytical skills in order to issue the
invoices correctly, creating the credit notes and debit notes,
correcting the B/P etc
 As each invoice generated incorrectly could cause a lot of revenue
loss for Apple
 Providing Admin related support to Apple's Service Providers, Retail
Stores, Warehouse via Chat and Email
 Admin quires Like Refund Status, and service strategy Being an
Associate I voluntarily involved in …
 Schedule training for the new hires
 Mentoring new associate
 Interacting and coordinating with clients via Web Ex session and
Conference Call
 Interacting with my Team Leader in resolving any technical, billing or
process related issues
 Promoted as “Quality Executive” in March 2014
 Role: Monitoring transactions /chats, providing regular coaching
sessions, feedback to advisors
 Working with the team to meet CSAT, Quality Scores, Engaging
advisors in 5Y, Fishbone Analysis, Group discussions, Round Tables
etc., Conducting Calibrations, Repeatability, Reproducibility,
Preparing Quality reports, Quality presentations, Error Management
etc
 Completed Yellow Belt Training
 Completed Altitude Training (Minacs Internal requirement for Team
Lead position)
 Played role of Acting Team Lead and was maintaining Service Levels
 Lateral movement through IJP as “Team Leader” in the month of
June 2015
 Roles & Responsibilities:
 Providing statistical feedback on business goals and key performance
drivers
 Analyse data, identify problems and highlight area of improvement
 Prepare weekly and monthly presentations for review
 Liaise between various business units to gather requirements and
resolve reporting issues
 Improve business processes, gather and define business
requirements
 Report status and issues to the Project Manager(s)
 Produce high quality documentation
 Send out daily, weekly, monthly reports on internal team productivity
reports
 Approving rosters and finalizing the same
 Scheduling and Forecasting for the process
 Rewards and Recognition

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 Prepare monthly and quarterly business reviews

 Providing a dashboard on Hits and opportunities on a monthly basis
to the stake holders and our clients
 Managing escalations from clients
 Succession Planning and grooming the employee according to the
plan within the time frame
 Developing relationships between the Clients and stake holders

ACCOMPLISHMENTS
 A Result oriented profession with an overall experience of 5 + years as
a Team Leader Operations and Service Order Management
 Adept in implementing procedures to facilitate a high-quality
customer and Client experience while adhering to the SLA.

ADDITIONAL INFORMATION
 Achievements , I was awarded as the best performer for, 14 times in
my tenure of 5 years. Travelled to United States of America to attend
business meetings with