KU SRINIVASON

SRINIVASON U
Contact: +91 – 9809199110 / 9841099110  E-Mail: srinivason.ku@gmail.com
Certified Strategy Management Professional , Indian Institute of Management – Kozhikode.
http://www.iimk.ac.in
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ENTERPRUNER
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Since April 2015, managing my own Business Consulting in Chennai, Tamilnadu - India & Singapore.
Business Consulting & Organization Development Assignments

Undertake Short Term & Long Term Assignments..

Current Assignments :>>>

1. Singapore based Construction Company with Turnover SGD 100 Million - Drive Change Management & Business Expansion to Indian Market.

2. Chennai based Retail Company with Turnover INR 3000 Crores - Customer Service Strategies, Increase Walk-In, Revenue per Customer, Cross Promotional Tie-up, Social Media Moderation, Implement KPI for Showroom, Coaching HoD's.

3. Short Assignments on African Countries - Market Insights, Feasibility Study , Business Networking.

4. Uganda based University with 15000 Students - Establish Entrepreneurship Cell, To Increase Employability thru Skill Development.

5. M & A - Mobile Money / Gateway buyout for Leading Corporate House in Chennai.

6. Image Makeover for Hotel in Coimbatore - India

PREVIOUS EMPLOYMENT
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Jan’ 09 TO Mar' 15 with Aircel Cellular Limited, Kerala as Vertical Head – Customer Care Contact Center Operations, CSD

Role in Brief: Spearheading the entire breadth of Customer Care Call Center – 24 / 7 Operations viz. inbound & outbound. Ensuring end to end resolutions of the complaints and concerns registered by customers and ensuring quality delivery of services as per the SLA. Overseeing as well as nurturing healthy business relations with OSCC Partners – BPO’s in Cochin, Chennai, Coimbatore and Bangalore.

Key Attainments:
 Merit of creating Customer Centric Organization by taking initiatives such as “Be a Customer for a day”, Market Visit, Filed Survey, Interaction with Customers, Steps for FCR, MNP, Retention & Experience Management, Queue Management, CTI, IVRS, Applications Integrations & Deployment.
 Investigated the interaction and fixed out “Sweet Spots” for increasing C-Sat Scores.
 Proactively participated in COP & CAP activities.
 Steered the initiative of implementing Employee Development Programs to nurture skills of Future Managers.
 Holds the distinction of:
 Being National Topper on C-Sat & KPI SL Adherence in 2010.
 Enhanced business profitability & saved Rs. 1.2 Crore per year by developing “Effective Utilization of DATA Service – A cost reduction strategy).
 Essayed a stellar role in developing and implementing productivity tools:
 Customized tools for Operational Excellence “Core Competency”.
 Projects on Repeat Calls & Customer Centric.
 VAS Product Development
 Nationally ‘Achieved First Position in Collection & Retention YTD’ basis for 2007-08.
 Specific training undertaken / imparted on Project Planning, Design Service Strategy and Leadership Program.
 Received awards for Best Customer Care Management, Operational Excellence in 2010 and 2011.

Sep’ 07 - Dec’ 08 with Reliance Communications Limited, Kerala as Circle Collection Lead – CSD

Key Attainments:
 Played a significant role in managing “Due Date Collection” & Overdue Collection Monitoring.
 Major contribution in:
 Handling collection through OSCC Vendor & Field Team.
 Organizing high value customers meet & managing churn.
 Dealing with vendors for Bill Printing, Due Date Collection OSCC and Bill Delivery.
 Enhanced due date collection up to 70% and reduced bill return to less than 6%.

Oct’ 99 – Sep’ 07 with Vodafone Essar Cellular Ltd. as Asst Manager – RRMT, RoTN Circle
(Earlier BPL Mobile & Hutch)

Key Attainments:
 Retention & Collection Management , Franchisee & Store Co-Ordination.
 Piloted Retention & Churn Management Team along with Pre & Post Due Date Collection.
 Accounted for organizing relationship & loyalty programs for retaining and enhancing customer base.
 Headed and managed WIN Back Programs at Cluster.
 Pivotal in increasing the Due Date Collection & In-Voluntary Churn ‘2006 – Vodafone.

PAST ASSIGNMENTS
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May’ 97 – Oct’ 99 with RPG Cellular Services Ltd. (Currently Aircel) as Team Manager – Customer Service
Business Partner: Silicon Valley Communications Ltd., Chennai

Sep’ 95 – May’ 97 with Page Me Pager – Punwire Mobile Communications Ltd. as Business Development Manager
Business Partner: Business Associates Pvt Ltd., Cuddalore, Pondy

May’ 94 – Sep’ 95 with Computer Consultancy Corporation Pvt. Ltd. as Marketing Executive
Business Partners: Eureka Forbes, Seagate, APC, TVS, HP – Chennai.

PROFESSIONAL ENRICHMENT ________________________________________
 Next Generation Manager – A Flagship Program by Aircel powered by Harvard Business School on Leadership & Strategy.
 GEMS – Going Extra Mile in Service – A Customer Service Program.
 Building High Performance Team – A Program to nurture & manage Team Members to deliver Consistent Performance.
 Neuro-Linguistic Program – Trained & Certified by Dr. Abharam.
 Customer Centric – A Star Program organized by SQC-Singapore.

EDUCATIONAL BRIEF ________________________________________
2010 Advanced Certificate in Strategic Management from Indian Institute of Management, Kozhikode, Kerala.
1996 Master of Labour Studies (Training & Development and Industrial Psychology) from Madurai Kamaraj University, Madurai.
1994 Bachelor of Economics from MSS Wakf Board College, Madurai (Madurai Kamaraj University).

PERSONAL VITAE
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Date of Birth: 16th Sep’ 1973
Language Proficiency: Speaking – English, Tamil, Malayalam, Hindi & Kannada and Reading & Writing – English & Tamil
Residential Address: D-99, 18th - 3rd Cross Street, Periyar Nagar, Chennai – 600082.