Manager Customer Service

Rama Manikandan

Ph No.: 961*******

Email ID: ************@*****.***

An astute & result oriented professional offering skills to Domestic

Logistics, Key relationship management and Customer Relationship

?

* Business Development / Planning

* Logistics Management

* Customer Relationship

Business Control/ Planning

. Formulating long /short term strategic plans to enhance Business

Logistics Management

. Managing logistics operations involving, warehouse & Special

Deliveries of various

volumes to achieve seamless & cost-effective transport

solutions.

. Liaising with suppliers/transporters, for ensuring smooth

operations, systems and

Procedure for distribution and logistics.

Customer Relationship

. Deftness in monitoring delivery of high-quality customer experience,

elevating customer satisfaction, while adhering to the SLAs and work

processes, with effective resolution of escalations within turnaround

time. Possess proactive attitude, capability to think in & out of the

box.

Operations Manager CCCO ( Jan 2012- Until date )

o Managing business centre of turnover of Rs 80 Lacs

o 10 direct reporters

o Inbound /outbound distribution management

o Managing claims/insurance/survey

o Customer relationship/retention

o Vendor management

o Warehouse management

o Major clients

. Peter England

. Agilent

. NI

. Grindwell Norton

. Titan

. ITC

. Hessae Diamond

. Strategy Automation

. Advance Audio System

. Seiko

. Phillips

Notable Accomplishments

. Ever Highest Business turnovers at the CCCO

. Cash awards of 5000/= for Biz turnover & Rs.1000/= for Customer

complaints resolutions

Zonal Service Manager ( May 2009- Dec 2011 )

o Performance Driver & Monitoring for service excellence

o Quality management & control ( improve process quality & efficiency )

o On the job training

Notable Accomplishments

. Ever highest Service Performance thru regular drives / OJT

. Certified Internal ISO Auditor.

. Promoted as Assistant Manager from Executive level

Customer Service In-charge ( October 2008 to Apr 2009 )

o Heading 4 call centre and CSEs placed across south

(30 CSA) across South

o Analyzing CRM report and responsible to appraise all agents/ in-

charges all across 4 call centre (Monthly as well as Annually)

o Analyzing route delays and initiate preventive measures with the help

of Operations team

o Resolution of escalations at MD level

Notable Accomplishments

. Awarded for faster resolutions of complaints by MD and maintaining

the best CRR & CRI at South Zone.

. Selected as one of the Zonal Achiever for participation and higher

achievements Promoted as Executive from Associate level

Secretary ( Jan 1999 - Sep 2008 )

o Chalking out planner for the day

o Appointment with Customers

o Correspondence

o Periodical reports

o Records notes

Notable Accomplishments

. Appreciated by the General Manager for the communications with

Customer

. Promoted as Executive

. Nominated for the Achievers club at Oty

* Graduation in CBZ from Akka Mahadevi Womens college - Gulbarga - 1992

Courses & Trainings Attended

* Secretarial practice - from Davars - Bangalore

* Certified ISO auditor

Personal Details

Date of Birth

28.06.1972

Languages known

English, Hindi

Kannada, Tamil, Telugu

Family

Husband, Daughter, MIL

Address

#28, 4th Main, Chamundeshwari Layout, Dodabommasandra, Vidhyaranyapura Main

Road, Near Maha Bazaar, Bangalore - 560097

Present CTC

4.50Lacs

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Professional Synopsis

An incisive Professional of 15 years with experience in Operations,

Logistics and Customer relations.

> Presently associated with Gati Kintetsu Express Pvt. Limited as -

Manager Operations - CCCO.

> An Out-of-the-Box Thinker with a proven track record for increasing

revenues, streamlining workflow and creating a team work environment

to enhance profitability.

> Distinction of handling Internal Process & ISO audits

> An effective communicator with exceptional analytical, negotiation,

relationship management and problem solving skills with ability of

resolving critical problem areas and delivering on customer

commitments

Core Competencies

Career Highlights

Academic

Contact this candidate