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Front Office Manager

Chennai, Tamil Nadu, India
March 10, 2020

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Contact: +91-988**-*****; Email:

SENIOR PROFESSIONAL - OPERATIONS & CUSTOMER SERVICE An astute Operations Professional with an eventful career spanning over 16 years’ in the field of Operations, PMO, Project Executions and Transformation with leadership responsibilities. Demonstrated professional brilliance in re-engineering workflow processes, increasing performance metrics, integrating values into performance management & new system integration like ERP Systems. Actively involved in projects targeting continuous process improvement, efficiency enhancement, incremental bottom-line profitability & optimum resource utilization.

Demonstrated ability in setting up targets, SOP & SLA, variance analysis to maintain CTQ (Critical to Quality)/ CTP (Critical to Process) targets and involved in planning for high efficiency with an eye on KPI Performance and defined processes Demonstrated capabilities in managing process verticals with a strong background in implementing process improvements and quality initiatives for desired performance levels A strong team leader and motivator, fostering an atmosphere that encourages talented professionals to balance high-level skill with maximum productivity along with exceptional planning, execution, negotiation, and interpersonal skills Focused Professional, developed comprehensive strategies to increase efficiency and enhance the relationship with partners and customers.

A passionate and trusted advisor with critical problem-solving capabilities; improvises effective solutions to problems with a hands-on approach and effective resource deployment. Exceptionally well organized with a track record that demonstrates self-motivation, creativity, and initiative to achieve both corporate and personal goals.

Motivating, hands-on leader who effectively screens, hires, trains, develops & directs high-performance teams. Trained to train on Vision Board Exercise that can impart the same to other employees in the organization.

Core Competencies

Operations Management Operational Efficiency Employee Engagement Strategic Business Planning

C Level Communication Process Migration Performance Optimization Team Leadership

Relationship Management Resource Management Project Management Process Optimization

Growth Lever Identification SLA/KPI Management Training & Development Cross-Functional Coordination

Crisis Management Process Automation Liaison/Public Relations SIGNIFICANT CONTRIBUTIONS

At Maersk Global Service Centres, Chennai:

A distinction of reducing FTE count from 70 to 56 within a short span of 4 months

Shouldered the responsibility of coordinating with 5 Global service center heads from different countries and state

Orchestrated the project execution as an individual contributor with assistance from General Manager

Played an Instrumental Role in training French specialists with the assistance of Customer service front office staff for the migration of the entire mailing process.

A distinction of traveling to France for migrating a critical and high revenue generating Dangerous Cargo process from Front Office to Back Office in a short span of 3 weeks.

Improved team performance by traveling to Spain, France, and Manila and revamping the coordination process.

Basis excellent team management, team was awarded as the best team in terms of people and performance.

Was appreciated for immense efforts in making GCSS/MGM a success, and in leading implementation group after two weeks training in Bangkok ( Train The Trainers Workshop).

Trained 72 staff during the rollout of GCSS package transfer to Chennai. Successfully transfer all GSC import activities to Chennai. At P&O Nedlloyd IT Service Pvt. Ltd.:

Awarded as one of the best COE leaders (Circle of Excellence team leader)

Bestowed with the “Employee of the month” award as the recognition towards the dedication, perseverance, and excellence displayed at work.


Workstream Manager -Projects, Maersk Global Service Centres, Chennai Feb 2015 – Aug 2015 Export Manager- France Cluster, Maersk Global Service Centres, Chennai Apr 2013 – Feb 2015 Team Leader & Team Manager, Maersk Global Service Centres, Chennai May 2009 – Apr 2013 Team Leader, Maersk Global Service Centres, Chennai Apr 2006 – May 2009 Documentation Staff, P&O Nedlloyd IT Service Pvt Ltd. May 2002 – Nov 2005 Administration Staff, Aviation Express, Chennai. Aug 2000 to Feb 2002 Software trainer/facility, Kervin Software System, Chennai. Mar 1999 to Jul 2000 ROLES & RESPONSIBILITIES

Responsible for business development, global operational standardization of multiple sites, and all aspects of Best in class customer care and experience. Customer Success management for all sellers

Responsible for a full range of call center, BPO, commercial business activities, and client relationship management.

Functional responsibilities include staffing, training, quality, client services, IT, HR and facilities. Serve as Internal BPO/contact center industry strategy and subject matter expert.

Work closely with internal and client senior leadership in managing the day-to-day operations of the business with both operational performance and profit and loss (P and L) accountability

Shoulder the responsibility for driving process optimization activities and project executions.

Acted as a subject matter expert and provided strategic direction, guidance, and integration of processes and services in the department.

Contributed significantly to reduce manpower and increase the efficiency of the team

Recommended and participated in all personnel actions regarding assigned employees and to assure that assigned personnel, equipment and space are utilized in the most effective and efficient manner.

Acted as the primary contact on all quality assurance issues, provided day to day and strategic leadership on the on-going implementation process.

Responsible to bridge across different teams on different projects, Serve as the primary point of contact for clients and liaison for internal teams.

Proactively monitor, manage and report on execution of deliverables, progresses of assigned projects activities to the agreed timelines.

Keep the senior management up to date of all the project progress, issues, risks, and changes to ensure good co-ordination of the project.

Effectively liaise with multiple teams and ensure the dependency, coordination, and integration between teams are managed.

Responsible for interacting with the stakeholders, handled both online and retail network.

Proficiency in various activities like documentation, customer-vendor management, client-developer Coordination.

Innate strengths in the Project Life Cycle like Project Planning, Implementation and Execution.

Manage the SLAs for the accounts. Locate and define new process improvement opportunities

Maintain adequate visibility at the client's end and be the single point of contact for all operational related issue

Ensure operational control on the client’s businesses at all times and be pro-active in identifying new growth and revenue opportunities

Responsible to drive transitions for new clients. Drive Outcomes, productivity across the process and meet set quality standards

Review Contracts and ensure the processes are set to ensure deliveries within the agreed SLAs for quality and TAT

Develop an understanding of the actual customer by generating a detailed knowledge of the customers’ needs, behaviors, how they satisfy these needs and the value delivered. Review current processes and propose improvement opportunities

Serve as the lead point of contact for all customer account management matters

Develop trusted advisor relationships with key accounts, customer stakeholders and executive sponsors

Ensure the timely and successful delivery of our solutions according to customer needs and objectives

Clearly, communicate the progress of monthly/quarterly initiatives to internal and external stakeholders

Develop new business with existing clients and/or identify areas of improvement to meet sales quotas ACADEMIC CREDENTIALS

Master of Computer Application from Bharathidasan University, Trichy – [Secured First Class]

Bachelor of Science in Statistics from University of Madras, Chennai – [Secured First Class]


Master Diploma in Computer Applications from the Bureau of Data Processing System, Chennai – India.

International Computer Driving License from Copenhagen – Denmark.

Graduated in Training and hyper-care Techniques in Bangkok from The Performance Institute – Copenhagen.

Six Sigma Yellow Belt Certified (Maersk Certification)

Coach to Lead Training programme - Chennai


Professional Selling Skills

Negotiations Skills

Coaching Skills by Achieve Global

7 habits of Effective people

Various in-house training programs


Date of Birth: 7th Aug 1978 Nationality: Indian Languages: English, Tamil and Hindi Visa: Valid B1/B2 US Visa Marital Status: Married Nationality: Indian Address: xxxxx


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