arjun ks
Senior Program coordinator oracle India Limited
Bangalore City, Karnataka Email me on Indeed: indeed.com/r/arjun-ks/8e9247624a5095b4
Seeking a position in a company where I can use my familiarity of the field and my educational
background for the profit of the company. My individuality as well as past know-how should help
me in causative to the overall intensification of the company.
Snaps
Expertise, Certification and Training
I am a Post Graduate in MBA with a total work experience of 6.8 years
3.3 years in IT. Currently working as a Senior Program coordinator. 3.5 years in BPO voice
support,
Good work ethics with excellent communication and interpersonal skills.
Capable to delve into the new leading Technologies.
Pro active and self starter with the great ability of leadership.
Ability to work well in both a team environment and individually.
Able to handle multiple projects under tight deadlines.
Able to develop excellent rapport with peers, professionals and managers.
Trained on PMP (project management professional) Course
Diploma in Office Application {Ms-excel, Ms-word & Ms PowerPoint}
Diploma in Tally 9.0
Milestone 2.0 from Infosys
Coach the coach from Infosys
Analytical ability from Infosys
Diffusion skills from Infosys
Personality development program from Bouyance
National entrepreneurship network training from NEN
Willing to relocate to: Bangalore, Karnataka
WORK EXPERIENCE
senior program coordinator
oracle Bengaluru, Karnataka
2014 to Present
Managing Oracle's LMS system and assist all processes supporting Employee/Partner trainings,
registrations, and online publication, also provide support for Oracle's LMS systems.
Process Specialist
Infosys Bengaluru, Karnataka
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July 2011 to December 2014
Responsibility Areas:
Daily, Weekly and Monthly performance monitoring.
Quality monitoring of advisors and to identify area of improvement.
Customer satisfaction monitoring and providing feedback to improve customer experience.
Facilitating interactions with various support functions such as HR, Command centre (work
force management team), finance, and transport teams.
Preparing Balance Score Card for the associates.
Matching the contract of the client and rostering agents.
Manage sectors on a shift basis.
Seat utilization plan. (Physical Resource allocation)
Coaching and mentoring the team members to improve on productivity and accuracy.
Holding Process review meetings with the senior management to review performance on an
ongoing basis.
Imparting training to team members on regular basis.
Mentor new team leaders on the Floor. Has been a technical training resource for all New Hires
including Team Leaders.
Have been conducting the Operations orientation programs for the new joiners on the floor.
Manage escalated customer enquiries / complaints, Share best practices across the
Process & facilitate process improvements initiatives.
Monitoring and evaluating the existing processes, performance and SOPs of each agent against
committed SLA'S.
Imparting timely feedback and reporting to the India and UK leadership team on process.
EDUCATION
mba in human resource
sikkim manipal university Bengaluru, Karnataka
June 2012 to June 2014
B.COM. in Marketing, Accountancy
College Bangalore University Bengaluru, Karnataka
2011
SKILLS
PMP trained six sigma yellow belt
LINKS
s://www.linkedin.com/in/arjun-k-s-31388627/
ADDITIONAL INFORMATION
Areas of Expertise
ttps://ww.linkedin.con/in/arjun.k-s-31388627/
Part of Recruitment team to hire process executives for Organization.
Possess excellent interpersonal, communication and organizational skills with proven abilities
in team management, customer relationship management and planning.
Able to coordinate with different support teams like Training, MIS, Technology and Quality to
successfully implement projects
Able to manage teams as per SOPs (Standard Operating Procedures) ISO [...] and ensure
compliance to SLA'S and international standards.
Overseeing operations and ensuring achievement of desired objectives.
Driving day-to-day functions with key focus on bottom line profitability by ensuring optimal
Resource utilization.
People Management & Team Building
Training, development, work allocation & goal setting and performance appraisal of executives.
Putting systemic quality monitoring procedures in place to ensure SLA'S are met & exceeded.
Anticipate, organize & present information needed by management & client. Putting Security
measures in place to ensure information security & data integrity.
Achievements
Multiple appreciations from Managers and Requesters for being customer centric and proactive
Throughout the carrier rating was "Significantly above the peer group"
Received number of appreciation mails from client and as well from management.
Professional Competence
Hardworking Team Player with good communication & interpersonal skills.
Mentored new joiners, organized sessions and training for the process.
Willing to learn new concepts and take up larger responsibilities.
Have good understanding of SLA and how they relate to my performance in order to deliver
according to client expectations.
Have working knowledge of staffing practices at the shift level to manage staffing to meet
day to day needs.
Have broad understanding of complaint handling guidelines and procedures in use to resolve
and/or escalate relevant issues.
Have proactively identified opportunities to exceed goals and targets, recovered from setbacks
quickly, and identified newer ways to optimize resources needed to attain objectives.