Magazine : Arun Shaju
Current
Arun
Education
B.C.A Computers
Industry
BPO/ITES/CRM/Transcription
About Arun Shaju
I am Arun nice looking person, courageous, straightforward in thoughts,Aggressive and Assertive towards acheiving targets ,People oriented person.
Arun Shaju ’s experience
Product Manager/Project Manager/Manager/Supervisor/Team Leader
at
First Source Solutions
, Chennai, INDIA
July 2008 – Currently Working
Industry: BPO/ITES/CRM/Transcription
Functional area: ITES / BPO / KPO / Customer Service / Operations
Designated as Manager Operations Handling Mobility Collection for
Airtel Role: Managing Collections for
Karnataka. Responsibilities include: Organizing various
collection campaigns; monitoring the daily and weekly
conversion/resolution vis-à-vis the client targets. Devising
various strategies on a day-to-day basis to achieve milestone
targets. Tracking movements of various portfolios through
complex, analytical MIS reports; Handling escalations, resolving
customer issues (Disputes); Coordinating with various
departments of Airtel during various collection campaigns and so
on.
Airtel Role: Managing Collections for
Karnataka. Responsibilities include: Organizing various
collection campaigns; monitoring the daily and weekly
conversion/resolution vis-à-vis the client targets. Devising
various strategies on a day-to-day basis to achieve milestone
targets. Tracking movements of various portfolios through
complex, analytical MIS reports; Handling escalations, resolving
customer issues (Disputes); Coordinating with various
departments of Airtel during various collection campaigns and so
on.
Product Manager/Project Manager/Manager/Supervisor/Team Leader at ORGANISATION: SPARSH BPO SERVICES (AN IN , Puri, INDIA
November 2007 – July 2008
Designated as Manager Collections Handling Entire South Both
Cards and Retail Role: Managing Collections in South India of
Barclays Bank PLC. Responsibilities include: Analyzing loan
portfolios: product-wise, region-wise, POS–wise; Collection
Loan database allocation depending upon the constitution of POS;
Organizing various collection campaigns; Monitoring the daily
and weekly conversion/resolution vis-à-vis the client targets.
Devising various strategies on a day-to-day basis to achieve
milestone targets. Tracking movements of various portfolios
through complex, analytical MIS reports; Handling escalations,
resolving customer issues (disputes); Coordinating with various
departments of Barclays Bank during various collection campaigns
and so on.
Cards and Retail Role: Managing Collections in South India of
Barclays Bank PLC. Responsibilities include: Analyzing loan
portfolios: product-wise, region-wise, POS–wise; Collection
Loan database allocation depending upon the constitution of POS;
Organizing various collection campaigns; Monitoring the daily
and weekly conversion/resolution vis-à-vis the client targets.
Devising various strategies on a day-to-day basis to achieve
milestone targets. Tracking movements of various portfolios
through complex, analytical MIS reports; Handling escalations,
resolving customer issues (disputes); Coordinating with various
departments of Barclays Bank during various collection campaigns
and so on.
Product Manager/Project Manager/Manager/Supervisor/Team Leader at ORGANISATION: OPTIMUS GLOBEL SERVICES (A , Chennai, INDIA
November 2005 – November 2007
Designated as Asst Manager For Andra Pradesh and Karnataka State
handling a book size of approximately three thousand cores
plus. Role: Managing Collections in Emerging Markets of ICICI
Bank Ltd., Responsibilities include: Analyzing loan
portfolios: product-wise, region-wise, POS–wise;
Collection/Loan database allocation depending upon the
constitution of POS; Organizing various collection campaigns;
Monitoring the daily and weekly conversion/resolution vis-à-vis
the client targets. Devising various strategies on a day-to-day
basis to achieve milestone targets. Tracking movements of various
portfolios through complex, analytical MIS reports; Handling
escalations, resolving customer issues (disputes); Coordinating
with various departments of ICICI Bank during various collection
campaigns. Supplementary Responsibilities include: Imparting
techniques of approaching customers with a payment request;
imparting training related to banking, clearing operations and
other service-related issues; Ensuring stringent adherences to
code of conduct and other banking rules & regulations; Giving (at
times) motivational lectures; Managing attrition through better
team-building and team management drives. Designing incentive
programs and running other performance-linked incentive plans for
various calling campaigns. Budgeting and Imprest Cash Management
for day-to-day activities and so on. Achievements: Contained
attrition to less than 3 % on m-o-m basis, Attained the highest
resolutions in Auto, TW, Home & Commercial Business portfolios.
handling a book size of approximately three thousand cores
plus. Role: Managing Collections in Emerging Markets of ICICI
Bank Ltd., Responsibilities include: Analyzing loan
portfolios: product-wise, region-wise, POS–wise;
Collection/Loan database allocation depending upon the
constitution of POS; Organizing various collection campaigns;
Monitoring the daily and weekly conversion/resolution vis-à-vis
the client targets. Devising various strategies on a day-to-day
basis to achieve milestone targets. Tracking movements of various
portfolios through complex, analytical MIS reports; Handling
escalations, resolving customer issues (disputes); Coordinating
with various departments of ICICI Bank during various collection
campaigns. Supplementary Responsibilities include: Imparting
techniques of approaching customers with a payment request;
imparting training related to banking, clearing operations and
other service-related issues; Ensuring stringent adherences to
code of conduct and other banking rules & regulations; Giving (at
times) motivational lectures; Managing attrition through better
team-building and team management drives. Designing incentive
programs and running other performance-linked incentive plans for
various calling campaigns. Budgeting and Imprest Cash Management
for day-to-day activities and so on. Achievements: Contained
attrition to less than 3 % on m-o-m basis, Attained the highest
resolutions in Auto, TW, Home & Commercial Business portfolios.
Product Manager/Project Manager/Manager/Supervisor/Team Leader at ORGANISATION: Sutherland Global Services , Chennai, INDIA
October 2002 – November 2005
Began my career in the capacity of a Helpdesk Engineer Inbound.
My responsibilities in this role were to provide support
solutions to overseas clients both through teleconference and
e-mail. Was also responsible of CRM – Service Delivery;
managing both the inputs and database for further analyses. My
performance in CRM propelled me a step higher, to a challenging
role, in the capacity of a CCOD (Call Center Operating Desk);
Duties and responsibilities included: Team management, including
roster management; ensuring a comprehensive adherence to SLA;
Client Relationship Management: Informing clients about service
issues and action-plans to obviate failures in client-servicing
and to meet the over-all service-level-agreement. Was
transferred and designated as a Team Leader in Project-DELL: As a
Team Leader in Dell, my duties and responsibilities included,
managing inbound calling team, taking escalation calls:
technical, system/network related and sundry service issues.
Interacting with the Client’s Service Desk Manager for
CRM-related issues through holding
e-mail/chatting/video-conferencing. Was transferred to
Project-VERIZON as a Group Leader. Was handling a team of 20
Tele-calling agents, Duties and responsibilities included,
analyzing the call-flow and monitoring & measuring caller
productivity; implementing strategies and policies for the
betterment of team performance. Coordinating with the MIS team to
understand service level issues and to put in place automatic
stabilizing agents to stabilize problematic call-flows/calls.
Since I was handling a team of people, I was also responsible
for qualitative efforts like: team motivation, team building,
games and other activities to ensure the cohesion in my team was
maintained throughout my tenure. Skills Developed:
Communication, People management, Organization and so on.
My responsibilities in this role were to provide support
solutions to overseas clients both through teleconference and
e-mail. Was also responsible of CRM – Service Delivery;
managing both the inputs and database for further analyses. My
performance in CRM propelled me a step higher, to a challenging
role, in the capacity of a CCOD (Call Center Operating Desk);
Duties and responsibilities included: Team management, including
roster management; ensuring a comprehensive adherence to SLA;
Client Relationship Management: Informing clients about service
issues and action-plans to obviate failures in client-servicing
and to meet the over-all service-level-agreement. Was
transferred and designated as a Team Leader in Project-DELL: As a
Team Leader in Dell, my duties and responsibilities included,
managing inbound calling team, taking escalation calls:
technical, system/network related and sundry service issues.
Interacting with the Client’s Service Desk Manager for
CRM-related issues through holding
e-mail/chatting/video-conferencing. Was transferred to
Project-VERIZON as a Group Leader. Was handling a team of 20
Tele-calling agents, Duties and responsibilities included,
analyzing the call-flow and monitoring & measuring caller
productivity; implementing strategies and policies for the
betterment of team performance. Coordinating with the MIS team to
understand service level issues and to put in place automatic
stabilizing agents to stabilize problematic call-flows/calls.
Since I was handling a team of people, I was also responsible
for qualitative efforts like: team motivation, team building,
games and other activities to ensure the cohesion in my team was
maintained throughout my tenure. Skills Developed:
Communication, People management, Organization and so on.
Arun Shaju ’s education
B.C.A [Computers],
Sindhi Colledge [2003/May]
, Chennai
Arun Shaju ’s additional information
Interests:
Playing Cricket and Volley Ball
Websites:
Awards and achievements:
Achieved the Best Asst MAnager Award in Optimus Globel Services.
Achieved the Best Manager for Doing 95% in PDD prtfolio in Cards.
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