Welcome Guest

BPO Call Center, Back Office >> Team Leader / Subject Matter Expert 
BPO Team Leader Resume Sample, Experience : 7 years



Name of the Candidate:Mallick
Name of the Post Applied:BPO Team Leader
Job related skills / software:Team Handling, Production Planning, Performance Evaluation
Category:BPO Call Center, Back Office
Sub Category:Team Leader / Subject Matter Expert
Years of Experience:7 years
State:Andhra Pradesh
Salary Expected per Month(Rs):30,000 to 40,000
Highest Qualification attained:B.Sc. / BSC : Bachelor of Science
Major / Specialization:Computer Science
Email Id:mallick.bh AT gmail.com
Are you looking for job now?:Yes
Can the recruiter contact you?:Yes
Sponsored Links:

Resume Format / CV Sample Template / Example / Model :


Mallick VSK Bhamidimukkula
B 202, Swami Samarth CHSL,
Airoli, Sector -8, Navi Mumbai

Permanent Address  :
S/o BH S S S Prasad,
58-22-39, Susarla Colony,
Baji Junction, Gopalapatnam (P.O.),
Visakhapatnam, Andhra Pradesh – 530027

Tel  : +91 8095445550
Email  : mallick.bh AT gmail.com

Summary  :
I am an experienced professional in Customer service, Sales force, CRM Applications and would prefer a role which fulfills and takes forward my learning’s and experience, to take actions/ decisions which move the organization towards its goals by notifying, identifying and acting to buildup the efficiency in the value chain.

Academic Profile  :
** 2005-2008 B.Sc (Maths, Electronics, Computers) Andhra University Gayatri Vidya Parishad Degree College, Visakhapatnam 64.00 %
** 2005-2003 Intermediate Board of Intermediate Education, Andhra Pradesh Sri Venkateswara Junior College, Parvatipuram 74.50 %
** 2002-2003 X Board of Secondary Education, Andhra Pradesh Viswa Vignana Vidyalayam, Parvatipuram 72.00 %

Work Experience :
Company 1  : GEP
Designation  : Client Analyst Procurement Services (Individual Contributor)
Experience  : September 2015– Till Date (3 Months)

Job Description :
** Responsible for the entry, tracking and management of all incoming support calls for SMART by GEP
** Analysis- End to End TAT performance analysis and quality for SMART application
** Ensure familiarity with new releases as they become availableBe familiar with and adhere to the latest configuration, installation, training and support standards and procedures
** `Assist in configuring, installing, training and supporting the SMART product suites and associated interfaces for selected strategic projects when required
** `Liaise with subject matter experts in the regional office on client requests for enhancements and development
** Assess customer needs in both business and technical issues and working with respective departments to develop an accurate understanding of business needs and related issues.
** Work with the customers to ensure that contractual service expectations are exceeded
** Perform other duties as requested or as deemed appropriate.
** To help onboard suppliers with training in regards to tool
** Assist suppliers and vendor in preparation for RFx and Purchase Order Issues
** Assist the Buyers in identifying the vendors for Bidding and Awarding.
** Assist in preparing RFP and RFQ with vendors for suppliers and close them in prescribed time limits
** Lead, train and monitor the performance of team members to ensure efficiency
** Conduct regular client briefings and ensure the team is adequately equipped to hire in a timely, cost-effective manner and deliver candidates accurately matched to the client specifications
** Maintaining and generating required MIS

Company 2  : Hewlett Packard
Designation  : Business Support Executive LvL-3 (ITES/ Operations)
Experience  : November 2010 – September 2015

Job Description :
** Volume management and production planning for the team- to monitor the production process in the defined entity to facilitate delivery of TAT and quality.
** Analysis- End to End TAT performance analysis and quality.
** Monitor the performance of the team
** Process Training- Acting as Subject Matter Expert in the process, training the team on timely intervals, updating the team about process updates and always look for the process improvement.
** One point contact for issues relating to team and within the team
** Preparing for weekly, monthly and quarterly business slides and reports.
** Generating production, planning and control reports for Operations and management visibility.
** Ensuring smooth running of the activities performed by the team
** Interact with client on all escalation e-mails and calls, generate root cause analysis and come up with process controls and improvements to understand their requirements and meet the expectations.

Projects/ Achievements  :
** Sales Force.com
** Handling different types of cases in SFDC for creation, modification and Subscription
** Expert Understanding of issues as it is a newly acquired platform for company
** Working as Application support for Sales Force as allocating cases to the fellow team members
** Hands on experience in different environments & situations
** Currently Playing role of CKM Specialist for EMEA regions and also Specialist for Data Quality
** Project Lead for Data Quality for Entire EMEA Region
** CKM data Enhancement and Upload for customers
** Creates Instructions in Data Interface tool to load into CRM Database.
** Work on Datainterface tool to highlight all kinds of issues and updates in regards to down streams.

Company 3  : IBM Daksh (India) Pvt Ltd, Visakhapatnam
Designation  : Customer Service Representative
Experience  : May 2008 – April 2010 (1 year, 11 months)

Job Description :
** Handling inbound calls of Customers and providing FTR (First time Resolution) for Bharti Airtel Ltd
** Working as front end executive and providing reports to back end for further processes.
** Worked as Technical support for Mobile Internet services

Projects/ Achievements  :
** Handled a team of 20 people to complete various tasks assigned by the Manager
** Memento received for Best Performer in the team for the performance during 2008 – 09 by maintaining strict adherence to timelines

Achievements/ Strengths  :
** Excellent ability to interact professionally with customers and the team
** Expert Understanding of Corporate Working Environment and its Deliverables
** Brilliant Project Management Skills & Analytic skills, Competent to work under pressure and in time bound situation
** Positive approach to adapt & adjust to different environments & situations
** Best Performer of Year
** Had given two value stories worth a value of $5M.
** Had received as best consistent performer for 3 Years i.e.
for FY12 ,FY13 and FY14

Key Skills  :
** Excellent ability to interact professionally with customers and the team
** Expert Understanding of Corporate Working Environment and its Deliverables
** Brilliant Project Management Skills & Analytic skills, Competent to work under pressure and in time bound situation
** Positive approach to adapt & adjust to different environments & situations
** Problem Management
** Maintenance of SLA’s
** Experienced in creating documentation and training users.
** Customer Data gathering, data analysis, data sorting
** Assigning tickets to associated queue with in SLA’s and involving incident consultants to take immediate action as per the priority

Languages Known
English, Hindi, Telugu, Kannada

Mobility  : Willing to relocate to anywhere in India or abroad

Personal Details :
Date of Birth (DD-MM-YYYY)  : 16-04-1988
Father’s Name  : Bh. S. S. S. Prasad
Mother’s Name  : Bh. V. K. Visalakshi
Category  : General
Gender  : Male
Nationality  : Indian
Home Town  : Visakhapatnam
Tel No  : 8095445550, 0891 – 2550820

Declaration  :
I declare that the details above are correct and true to the best of my knowledge.

Date  :
Place  :


1. This is an online resume, managed by the candidate.
2. Create your online resume here.
3. If candidate allows, recruiters can contact the candidate directly.
4. Personal and contact details can be kept private optionally by the candidate.
5. Create a link to this online resume where ever you want in the web.