Ken Menon

Hello, In response to your job posting, I am enclosing my resume for your review. Given my experience of over 10 years in Production, Quality Management & Man Management, I am confident that I would be an excellent candidate for this position and an ideal fit for profile. I pride myself in being associated with Patra India BPO Services as Manager Ops- for over/above 8 years and implementing a management style which strongly emphasizes my team work and relationship building founded upon clear communication & expectations. Before joining this organization, I have worked in a Sr. CSE with Satyam Nipuna, as for over 1 year. During both my jobs I have demonstrated my ability in reducing TAT and streamlining the production process by applying knowledge and ideas learnt over the duration of experience, devise solutions that challenged the status quo and influence management and shop floor teams. A review of my resume will further acquaint you with my background and qualifications for this role. The key aspects of my role/experience are mentioned below: Framing work direction and plan for the associates after thorough assessment of their capabilities. Setting up targets, SLA, setting and maintaining CTQ (Critical to Quality) / CTP (Critical to Process) targets and involved in planning for the process. Conducting internal process audits & process reviews for ensuring strict adherence to the process parameters/systems as per defined guidelines My resume shows my career growth and experience. It clearly demonstrates my leadership & communication skills and an ability to work efficiently under stressful situations that have helped me prove my worth and be a resourceful employee for the organization. Though I have attached my resume and credentials for your reference, you can always contact me if you require any explanation on this information. I hope that you will revert at the earliest. Best Regards, Kenneth Menon Mobile; +91 - Email:-Passport: E- SUMMARY: Performance Driven Professional” bringing in rare level business acumen and record of achievements developed in over 8 years; Sufficient experience in managing entire process operations with an aim to accomplish corporate plans & goals successfully Used instincts, insight, judgment, and timing to succeed on tough deal: Operations Management focusing on maximizing customer satisfaction, process compliance, etc. Process improvement initiatives to achieve maximum efficiency in various operations Abilities in coordinating with internal/external customers for running successful Business operations and experience of Implementing Procedures and Service Standards for Business excellence Adroit in ensuring delivery of high quality services to support customer's business needs & achieving continued high customer satisfaction from all operational users for services Prudent, disciplined & self-motivated with excellent interpersonal, communication & organizational skills with proven abilities in team management and customer relationship management. Ardent BPO Manager adept at communicating with primary commercial clients to ensure that all outsourced processes meet quality and efficiency standards. Proficient in quality control procedures. Specialize in applying problem solving and troubleshooting skills to meet client needs. CORE COMPETENCIES Framing work direction and plan for the associates after thorough assessment of their capabilities Setting up targets, meeting SLA, setting and maintaining CTQ (Critical to Quality) / CTP (Critical to Process) targets and involved in planning for the process Spearheading process improvement initiatives Conducting internal process audits & process reviews for ensuring strict adherence to the process parameters/systems as per defined guidelines PROFESSIONAL EXPERIENCE: K2T Outsourcing Pvt Ltd: Oct 2016-Present Visakhapatnam Role: Director K2TO BPO’s lead generation activities are designed to impact the bottom line instantly. Our cost effective solutions successfully offer qualified leads to businesses of all sizes and volumes. We understand that lead generation is essential for a business to survive and design services accordingly. Through effective campaigns, we provide qualified prospects to your business and sales employees. We are reputed for our highly successful generation of leads into appointments that are secured. Sound ability to identify and resolve problems in an efficient manner. Skilled at establishing and maintaining mutually beneficial client relationships Excellent ability to communicate with vendors Established quality standards for each assigned project. Ensured that all project timelines were met in accordance with client specifications. Patra India BPO Services Nov 07 – Sept 2016 Visakhapatnam Role: Manager, Operations Patra provides a wide range of services that remove the burden of high-volume, low-return tasks from account management staff, allowing more time to be focused on high-value, customer-facing functions. Services are delivered by a team of U.S.-based account managers (averaging over 23 years of agency experience) and a team of India-based process executives. Policy Servicing: Certificate Services Benefits Services Claims Servicing Accounting and Billing Data Entry and Producer Support Major Accomplishments: Working on special projects which are very efficient in quality and turnarounds. Efficiently involved in motivating, delegating and promoting employees. Involved in encouraging ideas at the best of the organization. Maintained good relationship with our IAM’s and implemented new clients for Cert Issuance. Handling the Executive On Demand clients – 19 clients. Implemented one of the important clients and taken complete responsibility to ensure it was going smoothly without any errors. Motivated and inspired team members to improve their quality and quantity of daily individual production. Proved best quality levels to qualify to the AMO level. Handled the Training department. Handled the Customer Service department Organized cultural event which took place in Jan 2013 while we had when one of the biggest customer USI is in India. Started and organizer for the CSR activities Satyam Nipuna Feb 2007 – Oct 2007 Hyderabad Role: Sr. Tech Support Associate Nipuna Services Limited, the BPO arm of Satyam (NYSE:SAY), is the world’s first eSCM Capability Level 5 service provider. One of India’s leading integrated end-to-end outsourcing service providers, the company offers proven, full-service expertise for multiple industries, including telecom, pharmaceuticals, financial services, and manufacturing. Nipuna’s global delivery standards have resulted in numerous longstanding client relationships with Fortune 500 companies. The company operates from its main delivery centers in Hyderabad, Bangalore, and Chennai –apart from onsite delivery teams. Role & Responsibilities Handled the calls for Bells South ISP (US Telecom Service provider). We provide solution to the customer on their Internet requirements. HSBC Data Processing India Pvt. Ltd May 2005 - Dec 2006 Visakhapatnam Role: CSE/Process Specialist HSBC: One of the world's largest banking groups by assets (and the leader in customer deposits, with more than $1 trillion), HSBC Holdings owns subsidiaries throughout Europe, Hong Kong, and the rest of the Asia/Pacific region, the Middle East, and Africa, and the Americas. All told, the company has some 6,100 locations in more than 70 countries. Its activities include consumer and commercial banking, credit cards, private banking, investment banking, and leasing. Its North American operations include HSBC USA, HSBC Bank Canada, HSBC Bank Bermuda, and Grupo Financiero HSBC in Mexico. Role & Responsibilities Handled the incoming calls of customers who’s purchase transaction get referred to the center. This leads to security check of the customer and subsequently approval of it (if the customer is the genuine card holder). Miracle Software Systems June 2003 – April 2005 Visakhapatnam Role: Account Manager (Business Development US Clients) Miracle Software Systems, Inc. is a Global Systems Integrator specializing in SOA and Connectivity, Process Integration, Commerce and Digital Experience, Cloud, Mobile and Big Data and Digital Experience. Headquartered in Novi, MI, Miracle has built its global presence over 4 continents after being founded in 1994. The company boasts of large Global Development Centers in the US, India and Canada with over 1500 professionals spread across the globe. Being a pioneer in the integration space, Miracle is now gaining momentum in the era of Digital Transformation and is looking to massive growth numbers in the upcoming days. The team is expected to hit 2500 IT professionals by 2015 with the number only to sky rocket even higher by 2020. Our vast industry expertise, numerous success stories and certified professionals help us to solve your IT challenges and provide better business value through Digital Excellence. Miracle has been a niche services provider and a software reseller for the past 20 years and has formed strategic partnerships with IT giants such as IBM, SAP, Amazon and others. Role & Responsibilities Doing market research on companies, which include Fortune 1000 companies as part of the sales. Identify sales leads, manage production flow for custom web applications, uncover new customer needs and assist the sales manager to position the total software/service solution to prospects. Qualify business opportunities by initiating outbound calls and identifying needs, decision makers, and overall scope of opportunity Generate leads for sales team. Updating the database on Siebel sales (6.0 version) & Custom build ERP Mirage as a part of the research. Good technical knowledge about tools and products in ERP, CRM, SCM, EAI, Data warehousing Negotiating with different people in the IT/Purchase/Procurement department Involved in Negotiating prices, develop contracts, and provide close support through entire sales cycle to build client loyalty and trust. Personal Information: Date of Birth: 30/06/77 Education: Bachelor of Commerce