1. AMBAREESH S NAIR
Address: MadathilParambil House,
Pallom P.O, Kottayam,
Kerala, India 686007
Email: asn2585@gmail.com or
ambareesh.nair@yahoo.co.in
Passport number: F7489891 Phone: +8618668411330
Marital Status: Married
PROFESSIONAL SUMMARY
Customer Service Manager experienced in leading teams with diversity to achieve company goals.
SKILLS
 Exceptional interpersonal
communication
 Skilled trainer
 Excellent time management skills
 Effective problem solver
 Customer-focused
 Process improvement specialist
 Adherence to high customer service
standards
 Microsoft Outlook, Word and Excel
 Exceptional telephone etiquette
WORK HISTORY
07/2014 till date
Assistant Manager, Infosys BPO Limited – Hangzhou, China
 Develop and implement customer service policies and procedures
 Define and communicate customer service standards
 Review and assess customer service contracts
 Oversee the achievement and maintenance of agreed customer service levels and
 standards
 Direct the daily operations of the team
 Plan, prioritize and delegate work tasks to ensure proper functioning of the
 department
 Ensure the necessary resources and tools are available for quality customer
 service delivery
 Review & track customer complaint resolution
 Handle complex and escalated customer service issues
 Monitor accuracy of reporting and data base information
 Analyze relevant data to determine customer service outputs
 Identify and implement strategies to improve quality of service, productivity and profitability
 Liaise with company management to support and implement growth strategies
 Co-ordinate and manage customer service projects and initiatives
 Ensure budget requirements are met
 evaluate and performance manage staff
 identify and address staff training and coaching needs
04/2011 to 06/2014
Team Leader, Infosys BPO Limited – Hangzhou, China
 Allocating tasks to staff
 Ensuring the performance of the staff is of a high standard to meet all customer call guidelines including service
levels, handle time and productivity.
 Reporting to management (Performance reviews, QBRs etc)
 Scheduled staff shifts to cover peaks and lulls in customer inquiries.

2.  Dispute management
 Handling complaints (from both staff and customers)
 Helping to hire new staff
 Resource analysis to support On boarding of new support
 Driving process improvements.
 Train staff on operating procedures and company services.
 Provided accurate, specific and timely performance feedback for CSRs.
 Identify individual development needs and arrange appropriate training.
 Follow-through on all critical inter-departmental
 Maintain accurate records of past due customer account activity.
 Develop very good client relationships
 Manage work flow to exceed quality service goals.
12/2009 to 04/2011
Supervisor /Trainer/India Channels Specialist- Channels Specialist Group, Infosys BPO Limited –
Hangzhou, China
 Support partners in India sub-continent to benefit from client programs and qualifications through proactive follow
ups, & addressing reactive queries
 Bridge between the partners and various client support teams ,thereby providing a one stop shop support
 Driving program and promotion adoption through timely follow ups
 Providing assistance in creating road maps to achieve new qualifications thereby increasing the scope of
business and earning for client as well as their partners
 Assume ownership over team productivity and manage work flow to meet or exceed quality service goals.
 Facilitate inter-departmental communication to effectively provide customer support.
 Scheduled staff shifts to cover peaks and lulls in customer inquiries.
 Trained staff on operating procedures and company services.
 Resolved associate, tool and service delivery issues revealed by statistical reports.
 Fostered an environment which encouraged continual process improvements.
 Maintained accurate records of past due customer account activity.
 Maintained up-to-date knowledge of product and service changes.
 Providing SME support for various client tools and programs
10/2007 to 12/2009
Process Specialist: TRAINING & DEVELOPMENT Infosys BPO Limited – Bangalore, India
 ERP and Order management process training for new hires
 Case tool trainings for Clients
 Introduction training for new management trainees
 Knowledge content & certification updates
 Coordination between Operations and corporate training teams to ensure skill enhancement of workforce
 Overall vertical performance management through collaboration with other supporting teams (MIS,Quality,etc)
 Monitoring feed backs.
06/2006 to 10/2007
Process Executive: ORDER MANAGEMENT Infosys BPO Limited – Bangalore, India:
Handling key customer requests & escalations in the following areas
 Expediting Order
 Providing status updates
 Updating orders to meet the customer requirements
 Providing FCR support to key accounts in Asia Pacific , Europe and Americas

3. EDUCATION
2006: Bachelor of Arts: ECONOMICS
NSS, Hindu College - Changanacherry, Kerala, India
 Student government representative
 NCC ‘C ‘ Certificate Holder – Army wing
 Participated in Student's Parliament
 Conducted National seminar on Development Economics.
ACCOMPLISHMENTS
 Most Valuable Player award in 2007,2011,2012
 Knight of the Town award in 2011
 Best Team Player award in 2011,2012
 Best Team Lead award in 2013
 Operations Management award in 2014
CERTIFICATIONS
 ORDER MANAGEMENT DOMAIN(T100)
 Milestone 3.0- Professional Skills Workshop
 Competency Based Interviewing
 HAVARD MANAGEMENT MENTOR- Change Management
 HAVARD MANAGEMENT MENTOR- New Manager transition
INTERESTS
 Reading
 Traveling
 Games- Board games as well as outdoor
REFERENCES: Available upon request.