Manoj Kumar K K
Chennai
Summary
Proven leader and effective Quality Analyst with a track record of fostering teamwork and enhancing productivity. Skilled in quality assurance and team management, adept at resolving customer disputes and improving operational efficiency. Demonstrated ability to lead teams to exceed performance goals through innovative coaching strategies and strong problem-solving skills.
Overview
10
10
years of professional experience
Work History
Team Coach(International Voice)
Hexaware Technologies
Chennai, India
07.2018 - 12.2024
- Provided guidance, training, and support to team members to enhance performance and skill development.
- Successfully managed the team during the Team Lead's absence, ensuring smooth operations and maintaining productivity.
- Monitored team performance metrics and addressed challenges proactively to meet project deadlines and objectives.
- Proposed and implemented strategies that streamlined workflows or improved team productivity.
- Organized knowledge-sharing sessions to upskill team members and improve overall team competency.
- Encouraged open communication among team members, allowing for constructive feedback and continuous improvement in daily operations.
- Played a critical role in achieving key team milestones and exceeding performance expectations during my leadership.
Email Support Representative
Conneqt Business Solutions
Chennai, India
01.2017 - 05.2018
- Enhanced customer satisfaction by promptly addressing and resolving email inquiries.
- Utilized CRM software to track customer interactions, ensuring accurate documentation of all correspondence for future reference.
- Assisted in reducing response times by creating pre-written responses for frequently asked questions from customers.
Quality Analyst Cum Executive
Sulekha.com
Chennai, India
05.2016 - 01.2017
- Handled customer queries, feedback, complaints, and requests.
- Conducted training for new hires.
- Delivered excellent quality output while managing heavy volumes
- Led root cause analysis initiatives that resulted in significant reduction in recurring defects.
Quality Coach Cum Executive
Stayzilla.com
Chennai, India
02.2015 - 03.2016
- Encouraged open communication among team members, allowing for constructive feedback and continuous improvement in daily operations.
- Promoted collaboration and teamwork by fostering a culture of trust, respect, and support among colleagues.
- Enhanced overall team productivity by creating a positive work environment and promoting open communication among team members.
- Improved team performance by implementing effective coaching strategies and setting clear goals.
Education
Bachelor of Engineering (BE) - Electronics And Communications Engineering
V.K.K.Vijayan Engineering College
Chennai, India06-2013
12th - State Board
Doveton Corrie Boys Higher Secondary School
Chennai, India04-2009
10th - Anglo-Indian
Doveton Corrie Boys Higher Secondary School
Chennai, India04-2007
Skills
- Leadership & Team Management: Led teams to achieve high performance and meet client requirements
- Quality Assurance & Auditing: Conducted quality audits and ensured compliance with SOPs
- Background Verification: Provided comprehensive background screening services
- Email Handling & Customer Service: Managed client communications and resolved disputes without SLA breach
- Problem-Solving & Decision-Making: Demonstrated strong problem-solving abilities in various roles
Timeline
Team Coach(International Voice)
Hexaware Technologies
07.2018 - 12.2024
Email Support Representative
Conneqt Business Solutions
01.2017 - 05.2018
Quality Analyst Cum Executive
Sulekha.com
05.2016 - 01.2017
Quality Coach Cum Executive
Stayzilla.com
02.2015 - 03.2016
Bachelor of Engineering (BE) - Electronics And Communications Engineering
V.K.K.Vijayan Engineering College
12th - State Board
Doveton Corrie Boys Higher Secondary School
10th - Anglo-Indian
Doveton Corrie Boys Higher Secondary School