Abhishek John

ABHISHEK JOHN Email:-| Mob - | Address: No. 10 Anugraha Layout 2nd Cross B.Narayanapura Bengaluru, KA 560016 PRO FESSIONAL SUMMARY SKILLS Competent, responsible & focused, comprise more than 13 years of • People Management professional experience in customer service. Managed multiple project • Performance Management teams (International & Domestic) successes by coaching and • Stakeholder Management motivating team members to increase operational efficiency and • Project Management customer satisfaction. Focus on achieving organizational objectives. • Talent Acquisition Excellent interpersonal skills, ability to collaborate with Leadership, • Delegation Client & Stakeholders, in both supervisory and support staff roles. • Supervision • SLA Management WORK HISTORY • Process Improvement Accenture Solutions Pvt Ltd - 11/2012 - 08/2020 Role - Customer Relationship Team Lead Designation - Senior Analyst Role Description - To Lead & Supervise the team of 50+ associates in • Operational Excellence a contact center setup, providing customer support to our internal • Process Re-Engineering employees for their requests on workplace, transport & office space • Training & Mentoring across Accenture India. Responsible for managing daily operations, • Design Thinking monitoring team & process performance. Also, perform activities to • Knowledge of Lean Six Sigma • Risk Management/Documentation • MS Office • Staff Management monitor SLA, prepare and publish reports, manage stakeholders. Focus on process improvement opportunities to enhance the overall functional efficiency of the project. Responsibilities: • Supervise/Manage daily operations for service delivery, customer satisfaction, SLA management & productivity for an internal helpdesk. Track & control attrition within the project. • Established service goals and holds associates accountable for individuals' performance. • Conducted frequent feedback sessions (1*1, Group) with all the team members and discussed their performances. • Monitored metrics and developed actionable insights to improve efficiency and performance. • Scheduled and attended meetings with stakeholder to discuss the process performance, by showcasing the relevant data. • Handled complaints, provided appropriate solutions and alternatives within stipulated timeframes, and followed up to achieve resolution. EDUCATION Bachelor of Commerce Christ Church College, Kanpur Passed in 2005 Intermediate (XII) Model Intermediate College, Kanpur Passed in 2002 High School (X) Shakti Seva Dal High School, Kanpur Passed in 2000 • Conducted training and mentored team members to promote productivity, accuracy & commitment to friendly service. • Performed rigorous hiring drives to pick the right fit for the project. • Established career growth plans for the team members. • Focused on developing the succession plan at all positions. • Made customers aware of current and new programs and services. • Assisted in conflict resolving within the team, project transitions, etc. • Developed a clear understanding within the team to comply with the organization's policies & procedures. Accenture Solutions Pvt Ltd – 09/2009 - 11/2012 Role – Senior Executive Assistant (Acting Team Supervisor) Designation - Analyst Role Description - The job involved managing a variety of Administrative requests for Senior Accenture Leadership who are based in the UK, Ireland, Finland, and Norway. Capture and document details of all customer interactions in a work management tool (Siebel). Acting Team Supervisor - serves as an initial point of contact for understanding and addressing eAdmin EA questions and concerns as they occur, to provide the most effective support to the team. The individual in this role provides leadership support that is valued by his/her peers while at the same time continuing to provide EA support to Leadership. Responsibilities: • Action mandatory numbers of administrative requests received in the tool from respective Senior Leadership. • Document the action is taken to resolve the request and close the ticket within the SLA. • Serve as an initial point of contact for questions and concerns; apply critical skills to effectively respond to technical issues (apply fixes, collecting documentation/screenshots, submit trouble tickets, etc.) • Workload/leveraging assistance (assist in leveraging internal eAdmin resources, collaborate with eAdmin Supervisor, etc.) • Provide one-on-one coaching for all EAs as needed for the above areas (technical issues, tools and processes, workload/leveraging assistance), or as directed by the supervisor • Escalate any issues or concerns to the supervisor that relate to providing efficient support to executives or EAs if unable to resolve on their own Accenture Solutions Pvt Ltd – 09/2006 - 09/2009 Role – Customer Support Senior Associate Client – Virgin Media Role Description - The job involved handling calls from the sales representative, customers of virgin media. The core job involved checking the accounts for debts, check the credit rating of the customer, and book the order according to the packages requested. Also, answering general inquiries, reschedule work orders, and process payments as well. Responsibilities: • Answer mandatory numbers of incoming calls from sales reps, customers with stipulated timeline. • Provide accurate information to confirm the sale • Document the actions taken to resolve the request and close the call within the SLA. • Apply all quality measures during the call interaction to achieve the set quality score for all answered calls. PROJECTS DELIVERED I N LAST ROLE Six Sigma Green Belt Project Initiated an idea to develop an IVR for a specific call category at internal helpdesk. The idea helped to reduce the helpdesk call volume by 55%. Also, an additional option provided to women employees to confirm their safety post reaching home, which was a Compliance requirement within the organization. It helped the project to optimize 10 resources. Cost optimized by 41k USD/annum. Six Sigma Yellow Belt Project Enabled a popup with the help of development team in an internal tool to avoid incorrect schedules. Which helped in enhanced customer satisfaction and reduction in waste/repetitive efforts for my team. Cost optimization done for 1500$/month. Awards Innovator Award Winner 2019 GEM Core Value Award Winner 2018 Dream Team Award Winner – 2015, 2017, 2019 Star of the Quarter Award – 2013 Numero Uno Summit Award - 2009 Good Samaritan Quarterly Summit Award – 2007, 2008 Attendance Champion Award by Virgin Media (Client) – 2007,2008 Professional Training - Certified Human Resource Management Professional (C.H.R.M.P) Completed Certification Program with Practical training & Hands-on experience on HR Domain Areas, Manpower Planning, Recruitment Process Training & Development, Policy Implementation, Compensation & Benefits Personal Details Father’s Name Mr. Errol John Date of Birth 1 st November 1985 Languages Known English, Hindi Marital Status Married Nationality Indian Hobbies Listening to Music, Playing Guitar Declaration I declare that above information is true and correct to the best of my knowledge and belief. Abhishek John