NARENDIRAN. M
+919840669394
narendiranibm@gmail.com
OBJECTIVE:
To be involved in a technically innovative, fast phased & f...
 Establish Calibration sessions between ops and Quality to streamline the audit process variation
 Conduct process audit...
 Proficient with all market research tools, applications and techniques along with strong data interpretation
abilities.
...
 To ensure reconciliation of relevant feedback areas and to reinforce the positive aspects of agent
calls during training...
of 4

Narendiran M

Published on: Mar 3, 2016
Source: www.slideshare.net


Transcripts - Narendiran M

  • 1. NARENDIRAN. M +919840669394 narendiranibm@gmail.com OBJECTIVE: To be involved in a technically innovative, fast phased & forward thinking career. My ideal scope should be an environment, providing me an opportunity for the development and to be a part in the growth of the organization. Professional Experience: Work Experience: Overall work Experience – 9 years 10 Months Infosys bpo ltd. 2012 May – Till date. Description of current role: Process Specialization that includes Business Transformation; Transition Coordination; Business optimization Highlights: Reporting Shared Services works as shared reporting services offering reporting solutions to multiple teams within the client environment. Reports go to various stakeholders such as category managers, brand managers, the C-level suite and various client support functions. Process Specialization that includes Business Transformation; Transition Coordination; Business optimization 3 Years 2 months of experience in emerging markets & retail analytics domain with strong knowledge on Quality Control, Change Management, Reporting services Certification  Certified as internal auditor in BSI institute of technology – ISO 9001:2008  Certified as Green Belt at Six sigma benchmark  Certified as ITIL® Foundation Certificate in IT Service Management (ITILF) in EXIN Roles & Responsibilities:  Quality Lead PI Consultant – Single point of contact for three Engagements  Designing SQP,KPI metric for upcoming new process  Key responsible for Risk spoc for all engagements at ECS vertical  Successful transition done for 5 reports from client to business operation team  Ensuring Transaction monitoring targets achieved by the team to ensure high standards of quality  Reviewing RCA’s and Designing CAPA (Corrective actions and Preventive actions) to provide suggestion to implement robust controls and there by Establishing effective process controls and procedures  Reviewing SOP’s and Accuracy check list to check all necessary steps checks are in place  Preparing process compliance dashboard to publish Top Management  Identifying the opportunities for improvement and driving them to closure  Good exposure in business intelligent tools like Source One, Tibco Spitfire, Nitro, Nielsen answers
  • 2.  Establish Calibration sessions between ops and Quality to streamline the audit process variation  Conduct process audits to identify gaps in execution of process steps , provide feedback to agents, Collect and analyze gap data, publish the report to all stakeholders  Tracking on-going changes through change management portal and conduct change management audit for effective implementation of changes in the report  Streamlined one of the region reports to ensure the smooth flow without customers complaints  Conduct error review meetings to plug process gaps and ensure improved Quality  Conduct Quality Awareness/Training session to Operations to spread awareness on control points which prevent errors Successful Milestones • Started as a senior analyst and Change Management spoc for one region and then moved to Quality analyst role based on my exceptional performance • Successfully Implemented re defined Change management audit procedure across Ress • Successful transition done for25 reports from client to business operation team • Spot Award appreciation exemplary performance • In 2013 ,2014 & 2015 awarded as a STAR Performer Tata consultancy Services, 2010 March – 2012 May Roles & Responsibilities:  Database Specialist Business Analyst (12 months), Knowledge Transfer Lead (12 months)  Primary area of work is in the Market Research domain for The Nielsen Company  Good exposure in Nitro, DB Subset, DB Merger, Topgen, PCQC & all Nielsen tools  Key role is to Create and maintain databases of client (Marketing Research based Databases) and to provide technical assistance to Chennai and Baroda IDC Team & IR Team, who are having queries or facing issue with Mainframe ,Series file ,Rex Checks through email or chat.  Acquiring knowledge from on-shore trainers, Creating and maintaining project documents, Preparing Input tracking (production Log) Report & Familiarity Quality Analysis Report ,Tracking Error analysis report and Query tracking report  Preparing Team Quality management Documents like RCA and KPI tracker on monthly basis and Conducting trainings on weekly basis on the process development based on client requirement  Handled the task of Knowledge transfer in all the coca cola projects from USA, without visiting the onshore for knowledge transfer and performed the role of a team leader for the same coco-cola, BIC, Alpro, reckitt benckiser team after successful transition.  Analyzed data from state probability inspection to recognize buy aims and patterns for the business to client direct marketers.  Identifying and monitoring competitors and researching market conditions and changes in the industry that may affect sales and Monitor activities of market competitors, analyze its effects on the organization's brand and submit monthly reports, based on the findings
  • 3.  Proficient with all market research tools, applications and techniques along with strong data interpretation abilities.  Gathering statistical data on competitors and examining prices, sales, and methods of marketing and distribution and Preparation of complex reports involving multiple trend analysis and considerable data cleansing  Preparing weekly deck calls and sharing it with offsite managers and onsite clients and Fulfilling requests of the onshore clients in team productivity IBM Global Services. 2008 April – 2010 Feb Roles & Responsibilities:  Handling a high level Escalation call to resolve the customer query in short time period  First point of contact for escalation on any tickets from Requester or users  Raising tickets & Schedule deployment to put tested applications in production  All incidents logged and tracked within a centralized database.  Classification & prioritizing the incidents  Monitoring the status and keep details of customers, which are used in future to solve complex issues  End user will receive status information on incidents throughout the incident lifecycle, at appropriate or agreed time intervals  Responsible for ensuring progression of all incidents/ problems/ change according to account specific SLA  Follow-up on process gaps and issues identified or perceived by the customer regarding the following delivery teams Cresento Technology Pvt. Ltd. 2005 July – 2008 March Roles & Responsibilities:  The primary function is to objectively assess the quality of each agent's performance against the quality goals of the client  To listen to every sale call of the day and to assess the viability of the sale based on standards set by the client. If stands scrutiny, to upload the data at the end of the day  To listen to 160 calls per month, audit each call, score them and provide documented feedback on a weekly basis to other members of the Leadership team  To ensure the quality reviews are coached back to tale-sales agents on regular basis. The quality reviews intended for agents is delivered either during training sessions or during one to one sessions  To ensure the agents in calls subsequent to the training sessions incorporate the feedbacks
  • 4.  To ensure reconciliation of relevant feedback areas and to reinforce the positive aspects of agent calls during training sessions EDUCATIONAL Qualification B.E.S (Electronic science) The New College -2005 Skillset: Service Management : ITIL Packages : MS Access, MS Excel, SQL Certification : ISO 9001:2008 PERSONAL DETAILS: Name : Narendiran. M Father’s Name : Manoharan. E Date of Birth : 10-July-1984 Contact Address : No 5, Anbazigan Street, Anna Nagar, Pammal, Chennai – 600 075. Marital Status : Single. Passport Number : J088115

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