Resume

NO 415/1B, 2ND CROSS,

L B SHASTRI NAGAR,
H AL POST,
BANGALORE 560017
leninparker@yahoo.in
Mobile number 98860 73111

LENIN SURESH RAJ

Career Objective
To consolidate my career at a senior level, by taking up challenging responsibilities, so as
to be known as a successful professional.

Career Sketch

Highly-motivated, dedicated, and ambitious professional with a broad background in

coordinating projects, planning events, Customer relationship and ensuring a high
level of customer satisfaction.
Intend to peruse a career where I can best utilize my skills and knowledge for the
betterment of the company as well as the society.
Successful in establishing an exceptional rapport with individuals on all levels.
Exceptional organizational and time management skills with attention to detail.
Strong principles and practices of supervision

Company worked with

Tata Sky
Tata Sky
Vodafone
End to End Marketing Solution
Annapolis Technologies Pvt. Ltd.

October 08-Till Date

May06 - October 08
Oct04-April06
April02-Oct04
Jan2000-Mar02

Sr. Executive
Executive
Executive
Executive
Executive

1. TataSky Limited.
DIRECT TO HOME (DTH) SERVICES
Designation : Sr. Executive
Department : Customer Care & Experience Zone
Job Profile : Customer Relations Management for Entire India & Experience Zone
Relationship for South India
Duration
: May 2006 till date

CURRENT PROFILE DESCRIPTION

Proficient at managing & leading teams for running successful process operations &
experience of developing procedures and service standards for business excellence.
Presently associated with Tata Sky Bangalore as Sr. Executive (customer care)
Proficient in managing & leading teams for running successful process operations &
experience of implementing procedures, service standards for business excellence.

Experience Zone Relationship Management for South India

Dealers & Distribution Management

Ensuring Targets given to dealers & distributor
Assets delivered within 4hrs & 24hrs
Installation completed within 24hrs
Up selling of Subscription Packages
Proactive Retention calls for Churn Customers
Upgrading from standard DTH box to PVR DTH box
Daily Audit on Installation

Customer Relations Management for Entire India

Ensuring the team performs
Identifying and implementing strategies for building team effectiveness by
promoting a spirit of cooperation between team members.
Team Briefing on every new updates
Planning targets, monitoring them and ensuring achievement of overall
targets on a daily, weekly & monthly basis as well as conducting appraisal
and one-to-one interviews
High Productivity with complete SLA adherence
Generated a daily newsletter showing agents case, call and survey metrics
which helped operations in identifying reasons for increase or decrease in

some metrics, which led to increased SLA, increased productivity and

decreased errors.
Ensuring a high-quality customer experience, analyzing CSAT (Customer
Satisfaction), elevating customer satisfaction, while adhering to the SLAs
and work processes
Handling Piracy (Illegal Usage of Services)
Process Transition / Enhancement:
Monitoring the overall functioning of processes, identifying improvement
areas and implementing adequate measures to maximize customer
satisfaction level.
Creating & implementing workflows to facilitate structured support in all
areas and issues.
Handling Trackers
Trackers like, Credits and Adjustment, Follow-ups, Technical issues,
Defective Assets
Swap, Leave Letters, Productivity Tracker, Error
Tracker, Health Calling Tracker, Piracy Tracker, Beneficiary Letters, IVR
Related, System Down Time Tracker, etc.
MIS and Reports
Handling Flash Report (Status on Non Closures and Closures)
Reports for entire vertical like, Customer Care (Primary)(Voice and Non
Voice), Customer Admin, Field Services, Sales Admin, Operation Finance
and Customer Services (Front End)
Roster & Attendance
Making the roster for the entire Customer Care Team (Voice)
Training and Development
Conceptualizing & developing need based training modules for
developing multi skilled work force for cross utilization within sub
processes for optimum efficiency.

Team Outing & Motivation

Plan for a outing with all the Executive with different Batches
Achievements:

Appreciation by Cross Functional Managers for best customer support and handling
the floor.
Making process notes for different scenarios in our business process (Customer Care)
Projects done for Cost Cutting to the Company and serving Customer better.
Streamlined the filing process for the entire department resulting in accuracy in
documentation management.
Actively involved in organizing various programmes and assignments within the team
to improve customer satisfaction levels.

Technical Experience:
Handled separate project to know the satisfaction level of our Subscribers.

Handled separate Technical team for any constraint in the services.

Handling Piracy made by customers (Using Services Illegally)

PREVIOUS PROFILE DESCRIPTION

2. Hutchison Essar Pvt. Ltd. (Vodafone)
Designation:
Department:
Job Profile:
Duration

Executive
Customer Support Group (CSG)
Handling COIs for Entire Karnataka.
Oct 2004 till April 2006

Entrusted with a responsibility of acting as a Single Point Of Contact for COI for
Karnataka.
Bulk Rework on Corporate Connections.
Debits and Credits through OCC.
Maintaining COI report with Root Cause Analysis and action plan to work on as per the
Root Cause Analysis.
Presentation done on Every Fortnight, Monthly, Quarterly, Bi-Monthly and Yearly
Interacting with different Vertical for resolutions.
MIS and Reports
Approvals on each credit maintained and producing the same at the time of audit.
Making process Notes to reduce credits.
Not to encourage Goodwill credits unnecessarily.
Achieving Targets.
Highlighting Wrong Credits raised by different Vertical.
Also Handled Mail Room (Correspondence Hutch Care) for a period of 3-4 months

Achievements
Always Achieved more than the specified target & Won awards for outstanding
Performance
Rewarded Star of the Month continuously, for being the Best Performer

Trainings Attended
Customer Service Skills
Leadership Skills
Creativity & Problem Solving

 Customer Centricity
Presentation & Communication

3. End to End Marketing Solutions Bangalore

Designation
Department
Job Profile
Duration

: Back Office In-Charge (Executive)

: Event Management
: Conducting and Handling Events for Different Clients and Database
management
: April 02 till Oct 04

Responsibility for the complete database for any events that has been conducted in any part
of India.
Complete Back Office Support for all centers, as Bangalore was the Head office.
o Branches at Mumbai, Hyderabad, Delhi, Coimbatore, Kolkatta, Chennai and Pune
Interacting with different clients about the events. Clients like, Microsoft, Intel, IBM, HP,
Karnataka Tourism, Kerala Tourism, Adobe
Traveling to Different Cities to conduct Events.
Handling Floor Management of the Event.
Co-ordinate services for events, such as accommodation and transportation for participants,
conference and other facilities, catering, signage, displays, translation, special needs
requirements, audio-visual equipment, printing and security
Handled Logistics Sending Direct Mailers, Emails, Teaser Mailers, Reminders Mailers,
and Confirmations Mailers. Arranging for the Back Drop for the events.
Organize registration of participants, prepare programs and promotional material, and
publicize events
Advised clients on setup options and types of materials needed to achieve desired results
Database Management to keep the Database Alive
Hire, train and supervise support staff required for events
MIS & Reports
Financial records of Participants.
Handled Piracy Adobe Users, Sending out mails with regards to Adobe Products been
used illegally. Achieving the target within the given

4. Annapolis Technologies Pvt. Ltd

Designation : Group Leader
Department : Data Entry Operations
Job Profile
: Monitoring the work, QA, Sending Reports to the Clients
Duration
: Jan 2000 till Mar 2002
Monitor the Executives and ensure the Targets are met by each executive as per the
business requirement
Quality check done on each data entered by the team members.

Responsible for the knowledge management for the entire team and identify training
requirements.
MIS & Reports
Interacting with clients to improvise the process as per their requirement.
Responsible for the roster for the entire team.

EDUCATIONAL QUALIFICATION
Curriculum

Board / University

Year of
Passing

B.Com

R.B.A.N.Ms College Bangalore University

2000

PUC

Dr. Ambedkar College Bangalore University

1997

SSLC

Vidyanikethen High School

1995

Achievement:

Prize winner in inter-school events like Drawing, Sports events like Athletics,
Handball, Cricket and Football

Won 2nd place as NSS best cadet. Took part in many other camps like Inter college
camps, Inter state camps, Intern-National Camps.

Got many prizes in cultural events like dancing, maim. Mono Acting and Dramas
PERSONAL PROFILE

Date of birth

17th March

Sex

Male

Languages Known

English, Hindi, Kannada, Tamil & Telugu

Nationality

Indian

Hobbies

Listening to music, Play Carom & Trekking

Strengths:
Excellent communication skills with good command over written and spoken
English
Hard working, methodic and sincere work attitude

 Excellent team player. Can also work either in a team or independent effectively
Can do Attitude
I hereby affirm that the above given information is true to the best of my knowledge
Date:

Lenin Suresh Raj