Available to join immediately

BCOM graduate with 12 years experience as team leader in Call Center Operations, Sales, Training, Recruitment, Front office, Retailing & Customer Service. Available to join immediately.

* Name: Jackson Mathew
* Email: jackson.mathew005@gmail.com
* Address: Flat No:1012, 10th Floor, B Block, AL Yarmook Building (Tiger Building), Next to Sahara Centre, AL Nahda, Sharjah, UAE
* Contact No: +971526057067
* Father's Name: Joseph Mathew
* Languages Known: English, Hindi, Tamil, Kannada and Malayalam
* Hobbies: Watching TV shows, playing football and cricket

Star Certified telecommunications executive with 12 years successful industry experience in Leadership, Product/Process Development, Strategic Marketing/Sales Operations, Strong leader with extensive knowledge on ISP and Telecom, Proven record of building revenues, increasing profitability, building strong customer relationships and establishment of solid operations in communications industry. Visionary leader, able to bring organization, creative thinking and innovative problem-solving to bear on business operations. Inspirational manager of talent teams.

Professional Experience
1) Customer Care Associate - Godrej & Boyce Mfg Pvt Ltd - From Jan 2005 to Jun 2006
*Managing showroom sales
*Handling walk-in customer queries
*Product promotional activities
*Lead Generation
*After sales service
*Achieve sales targets
*Expanding new showrooms

2) Technical Support Executive - Scicom Contact Center Pvt Ltd - From Jun 2006 to Nov 2007
*Managing inbound calls of customers for Nokia Phone Tech Support
*Handling walk-in customer complaints
*After sales service

3) Team Leader / Process Leader - Firstsource Solutions Pvt Ltd - From Nov 2007 to Nov 2017
*Handling inbound / outbound calls and achieving targets as senior associate
*Promoted as Team Leader and started managing team of 15 – 17 associates
*Coaching / Monitoring and delivering feedback following quality guidelines
*Build and motivate team members / Up-selling
*Achieve SLA and KPI set by process and clients
*Driving performance within teams/spans
*Training / Process / Business improvement
*Acting Assistant Manager role for 3 months
*Managing shrinkage and attrition
*Data Analysis and Market opportunities
*Resourceful problem solving along with people management
*To improve revenues without sacrificing values
*Hiring new joiners

* Education
Bachelor in Commerce - Bundelkhand University - 1998 to 2001
*Accounting - Cost, Management, Financial & Corporate
*Management - Services, Human Resources, Financial, Principal, Marketing, Sales & Distribution
*Business - Laws / Communication / Mathematics / Economics
*Income Taxes
*Law & Practice Of Banking
*Computer Fundamentals & Applications
*Industrial Relations

* Courses
1) Star Certification - Call Center Operations - May 2017
2) Train to Retain Program - Dec 2010

* Program Improvements
1) Setting up outbound queue along with performance scorecards / Quality metrics / scheduling. Overall improving Customer satisfaction and resolution scores for talk talk program
2) Executing lean events on site conducted by clients and driving / mapping performance in turn building strong client relationship

* Skills
Performance Management
People Management
Sales & Marketing
Strategic Planning
Business Development

Performance Highlights
Highest sales for the Month of Jun ’05
Innovator for service Aug’ 07
Ustaad for the Month of Mar ’08
Operational Excellence for the month Oct ’08
Operational Excellence for the month Mar ‘09
Rock Kingpin for the month Feb ’10
Retentions Champ for the month Oct ’10
Champion Team for the month Dec ’10
Champion Team for the month Feb ’11
Best Team Leader for the month Feb ’11
Retentions Champ for the month Jul ’11
Best Team Leader for the month Jul & Nov ’12
Mr. Discipline for the month Apr & May’ 13
Best Team Leader & Retentions Champ for the month of May ‘14
Best Team Leader for the month Nov ’15
Best Team Leader for the month Jun ’17




Last Resume Update October 6, 2018
Address Sharjah, United Arab Emirates
E-mail Locked
Phone Number Locked

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