TULASI SAI KUMAR
CHENNAI
Summary
Diligent and ambitious deputy manager with several years of industry experience. Possesses exceptional leadership and conflict resolution skills. Committed to ensuring that all associates deliver the utmost level of customer service.
Overview
13
13
years of professional experience
Work History
Deputy Manager
ICICI BANK LIMITED
CHENNAI
06.2023 - Current
- Worked closely with customers to understand needs and resolve diverse issues.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Measured and reviewed performance via KPIs and metrics.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Monitored daily operations and ensured compliance with company policies and regulations.
TEAM LEAD - Operations
WNS
04.2014 - 05.2023
- Oversee day-to-day operation
- Creating an inspiring team environment with an open communication culture
- Maintaining a strong knowledge in products and process for customers that we are servicing
- Assisting in the hiring, training, and development of new staff
- Conducting Performance Assessment tests weekly basis
- Conducting performance appraisals for team members– provide input into the learning and career plans for team members
- Monitor and audit the quality of teamwork, and provide feedback where required
- Monitoring and ensuring closure of daily/weekly and monthly deliverables
- Managing SLA, Daily Reporting & Agent's leave planning
- Handing a Team of 25 members
- Proficient in MS Office, MS Excel, MS PowerPoint , creating G-forms and Excel Dashboard
- Developed and monitored key performance indicators (KPIs) to assess team effectiveness.
- Trained new staff in relevant processes and procedures.
- Identified opportunities for process improvements, implementing changes when required.
- Motivated team members through recognition programs and performance-based incentives.
- Monitored team performance against targets, taking corrective action where necessary.
- Maintained accurate records of employee attendance and task completion times.
- Held regular one-on-one coaching sessions with staff members to encourage personal development.
- Organized client meetings to provide project updates.
- Resolved escalated customer complaints or queries promptly and efficiently.
- Oversaw training and development programs to enhance team skills and knowledge.
- Resolved customer complaints and issues promptly, ensuring high levels of satisfaction.
- Supported the manager in developing plans for future projects, initiatives and objectives.
- Conducted performance appraisals for team members, providing feedback and identifying areas of improvement.
- Delegated daily tasks to team members to optimize group productivity.
PROCESS EXECUTIVE
ISPACE GLOBAL SERVICE PVT LTD
03.2012 - 04.2014
ONE (Ocean Network Express)
- Company Overview: World’s sixth largest shipping liner company
- World’s sixth largest shipping liner company
Education
MCA -
ST JHONS PG COLLEGE
Hyderabad01.2011
B.Sc - Computer Science
KESHAV MEMEORIAL DEGREE COLLEGE
Hyderabad01.2007
INTERMEDIATE -
FROBEL’S JUNIOR COLLEGE
Hyderabad01.2004
SSC -
FROBEL’S GARDEN HIGH SCHOOL
Hyderabad01.2002
Skills
- Team management
- KPI development
- Employee training, coaching, and mentoring
- Interpersonal communication
- Innovative problem solving
- Excellent Communication Skills
- Adapts quickly in fast-paced environments
Accomplishments
Received five times Best Employee Performance Award.
Hobbies and Interests
PLAYING TABLE TENNIS
Languages
- ENGLISH
- HINDI
- TELUGU
- TAMIL
Personal Information
- Date of Birth: 10/02/86
- Nationality: INDIAN
- Marital Status: MARRIED
Timeline
Deputy Manager
ICICI BANK LIMITED
06.2023 - Current
TEAM LEAD - Operations
WNS
04.2014 - 05.2023
PROCESS EXECUTIVE
ISPACE GLOBAL SERVICE PVT LTD
03.2012 - 04.2014
ONE (Ocean Network Express)
MCA -
ST JHONS PG COLLEGE
B.Sc - Computer Science
KESHAV MEMEORIAL DEGREE COLLEGE
INTERMEDIATE -
FROBEL’S JUNIOR COLLEGE
SSC -
FROBEL’S GARDEN HIGH SCHOOL
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