SIDDARTH SUKUMAR.

O
Address: SRI RANGA VITTALA, # 685/ B, 11th B Main, 5th Block, Jayanagar, Bangalore- 560 041, Karnataka, India.
Contacts: 09963888441 or 09833397489, Email: sidhusuku@gmail.com

Seeking assignments in Operations/

Process Operations/ Quality; preferably BPO/ IT/ ITES/ Service/ Banking.

A competent administrator with over 8 years of experience in process/ operations management, projects, quality and client relationship
management. Adept in managing operations & spearheading teams for excelling business targets & service delivery metrics operations.
Comprehensive understanding & significant experience in documenting the operational process. Proficient in Transitioning and
managing Operations for technical Helpdesks with proven ability of achieving Service Delivery/ Process Targets. Adept in ensuring
accomplishment of the set quality standards in SLAs. Skills in managing, motivating and training teams for running successful business
process operations with proven ability of achieving process targets. Demonstrated excellence in transitioning and setting up processes
ensuring their smooth operations. Handled quite a number of technical projects involving Operating system troubleshooting, basic
network troubleshooting, VPN troubleshooting etc. and also non technical process which involved Order processing, order velocity
management, backlog reduction, etc. An effective communicator with strong problem solving & organizational abilities. Played a key
role in successful transition of IT Helpdesk Operations of 2 External US Client for Accenture.

CORE COMPETENCIES
Operations Planning & Coordination
Responsible for managing operations & spearheading teams for excelling business targets & service delivery metrics.
Maintaining operational efficiency. Implementing term plans for achievement of process objectives.
Working on Process Mapping, Process charters, Improving Key Performance Indicators.
Process flow charts using swim lanes, histograms, control charts.
Process Quality
Ensuring accomplishments of the set quality standards. Analyzing the improvement areas in the Process and working upon
them, so as to improve the overall quality and productivity targets of the Process.
Working on quality improvements projects for achieving continual improvements in the service levels. Six Sigma (DMAIC
Project) - Into the improve phase of the project.
Working on making process documentation more effective & various areas that needs Improvement in the process.
Conducting process reviews for ensuring strict adherence to the process parameters/ systems as per defined guidelines.
Ensuring accomplishments quality standards and maintaining all the relevant documents.
Technical Support
Interacting with clients and resolving technical issues through root cause analysis and providing technical support to
customers.
Providing support/ solutions pertaining to various hardware and software issues
Acting as a single point for any escalations/ issues/ resolutions regarding process etc
Customer Service
Relationship building with clients, understanding their requirements and providing services accordingly; thereby moving
towards long terms/ continues/ referral business. Functioning as Point of Contact for any queries.
Ensuring quality deliverables to the clients as per the Service Level Agreements (SLAs).
Team Leadership
Maintaining shift statistics and taking corrective measures for variances from the planned schedules.
Identifying training requirements and conducting performance reviews of team members/ leaders.
Scheduling & Providing Mentoring to New Joiners in the Process.

CAREER HIGHLIGHTS
Since March 2008 with Countrywide Financial Corp. (Now BoA) as Manager (Program Head-ITSS)

Instrumental in setting up the program from ground zero with included transition, sourcing ,training and steady state operation for
ITSS (140 FTE with 9 TLs and 2 AMs).
Successfully setup Training, Quality and Process Improvement Teams for ITSS.
Handled projects with complete knowledge of Remedy and incident process flow.
Actively involved in business development activities giving presentations for securing businesses.
Achieved BoB status in the 2nd month of operation and thus in process of acquiring more business and thus expansion.
Effectively managed disaster recovery situations and also contributing on business continuity.
Implemented the Performance Management Process of the business to effectively measure and enhance the performance of the
Technologists.

May 2007 March 2008 with Convergys Bangalore as Manager-Operations

Handled operations for a technical support Program with team size of 200 FTE with 9 Team Managers as Direct Reports.
Directly responsible for client SLAs such as AHT, C-Sat, Attrition and Absentisem.
Responsible for the entire Training planning, deployment and improvement for the Program.
Maintained & influenced profitability by improving SU, Shrinkage and Attrition.
Brought in shrinkage reduction initiatives to increase agent productivity and reduce availability.
Drove initiatives to Meet Customer Satisfaction Targets.
Planned & managed Mass Agent Training deployment across Programs.

December 2005 to May 2007 with Genpact

Nov06-May07; Hyderabad as Manager-Operations
Handled operations and Work Force Management for a 140 FTE process.
Directly responsible for client SLAs.
Maintained & influenced EBIT by improving SU, Shrinkage and Attrition.
Developed & managed the performance management system.
Worked on Headcount planning & forecasting and developed & structured MIS.
Shrinkage reduction initiatives to increase agent productivity and reduce availability.
Planned & executed capacity planning for new projects and improve efficiency by cross skilling.
Improved cost efficiency by improving agent utilization and efficiency.
Improved client equity by providing strategic inputs to improve process efficiency and reduced costs.
Dec05Nov06; Jaipur as Manager-Operations
Responsible for the entire L2 Operations (across sites) for a Technical Support process with a team of 60 Process Leads and
a span of 200 Tech. support Agents.
Controlled critical customer metrics such as productivity and warranty metrics.
Process reengineering to make the entire L2 team more effective and productive.
Attrition control planning along with career pathing.
Planned & executed new product launches. SPOC for client interaction on a day to day basis.
Operational review with client focusing on continues improvement.
Goal Setting and target tracking for the entire L2 group.
Designed & implemented L2 Academy which focuses on developing the L2 pool (current and future).
Awarded Bronze Cheers Award for Outstanding contribution in setting up the above process.
August 2004 to December 2005 with Accenture Services Pvt Ltd. as Operation Supervisor (ATIS-HDS)

Hand holding a team of Level 1 & level 2 technologists by resource planning in order to optimize availability.
Developing & maintaining expert knowledge of customer specific business environment and Service Level Agreement.
Managing assigned projects and provide sufficient time to achieve goals within deadlines.
Keeping abreast expert knowledge of remedy and incident process flow.
Monitoring effectiveness of vendor support & escalating issues as necessary.
Giving presentations to assist in promotional opportunities.
Developing understanding of Support Centre services provided by CIO-TS.
Maintaining technical skills and understanding of CIO organization to achieve issue resolution at first point of contact.
Assisting in development & maintenance of departmental procedures, incident reports, and other special projects as required.
Demonstrating ability to further develop the skills of others and assist in identifying appropriate training needs of staff.
Recruiting technologists for the process keeping in mind the requirement for the process.

Managing disaster recovery situations and also contributing on business continuity.

Implementing Performance Management Process of business to effectively measure and enhancing performance of Technologists.
Involved successful transition of IT Helpdesk Operations of 2 External US Client for Accenture.

August 2001 to August 2004 with DELL International Services

As Team Manager (EMEA-OP (BPO)) April 2004 to August 2004
Mentoring a team of 25 Agents, with charge of parameters such as OPH, MWDR, Velocity, Absenteeism, Escalations and
Attrition. Responsible to motivate team to constantly show growth, individual feedback.
Additionally, involved in the Capacity Planning, Shift scheduling, Backlog Reductions, R&R and Order Velocity Management.
Functioned as Project Lead For Green Belt BPI Project.
Received GRADE 1 in the Yearly appraisal for 2004.
Awarded the Best Manager Of the Quarter (For having 0 Attrition).
Team Manager (EMEA TECH.SUPPORT Voice) (September 2003 to April 2004)
Managed a team of 25 Technicians and handled parameters such as FTR, AHT, Customer satisfaction Scores, Customer
Issue Management, Absenteeism. Responsible to motivate team to constantly show growth, call audits, individual feedback.
In charge of Care Bay process.
Functioned as a Part Of The Quality Improvement Team
Was part of team, which won the Prestigious MICHAEL DELL AWARD, out of 35 teams.
Team Leader (EMEA TECH.SUPPORT Voice) (November 2002 to September 2003)
Handled a team of 15 Technicians and am responsible for All parameters such as FTR, AHT, Customer satisfaction Scores,
Customer Issue Management, Absenteeism.
Responsible to motivate team to constantly show growth, call audits, individual feedback.
Functioned as In charge of Material Procurement and maintenance of Lab.
Trainer (EMEA Voice) (June 2002 to November 2002)
Recognized as First trainer for EMEA segment for DIS. Responsible for Hardware training.
Monitored communication training, certifying trainees, inventory control, monitoring day-to-day activities and supervised the
training sessions for EMEA; with the responsibility of On Job Training Sessions (OJT), new product training, technical audits.
Trained over 125 Trainees.
Awarded Customer experience Bronze award in training and 120 ESOPS.
Technical Support Representative (August 2001 to June 2002)
Rendered Voice Based Technical Support for the US Customer Base.
Accomplished GRADE 1 for my appraisal for year 2001-2002 and awarded 230 ESOPS.
December 2000 to August 2001; commenced professional career with USHA International as Sales Executive for Honda Power
Products. Involved in customer interaction and sales of Honda Power Products to both Institutions and Individual Customers.
PUBLISHED an article on BIOMASS AS FUEL . (Refer Deccan Herald, Science and Technology Section dated September 12, 2000.)
EDUCATIONAL CREDENTIALS
Bachelor of Engineering (Mechanical) from M.S. Ramaiah Institute of Technology, Bangalore, India 1996 2000
Project: Alternative Fuel for C.I. Engines
DATE OF BIRTH: 21st December 1978
REFERENCES & DOCUMENTATION ON REQUEST

LANGUAGES KNOWN: Telugu, Kannada, English, and Hindi.