Manager Customer Service

Ramasamy Ramanathan

Telephone: +91-988******* Email: ********@*****.**.**

To obtain a position that will enable me to use my strong organizational skills, technical know-how, educational background and ability to work well with people while making significant contribution to the organizational goals.

Synopsis

Operations Manager with work experience of over 12 years of which 10 years is in BPO Operations and in leadership roles. Managed both production and transition teams in Operations.

Winner of "Class of 2015 - Best Manager" Award for 2015.

Winner of "Barclays Golden Award" for 2013 & several other awards for effective team management in Intelenet between the period of 2010 to 2016.

Winner of "Vision Passion Purpose" 2008 Award - Asia Pacific region for the best Team Coach in Sitel.

SLA management & meeting key deliverables with help of effective people & process management was the key.

Was part of Leadership Hiring & panel member-Assessment centre which identifies future leaders.

Green Belt & Lean Trained. Involved in Continuous improvement of the processes' associated with at all times.

Consolidated work experience

Amazon Development Centre

Manager Operations Aug 2016 – Feb 2018

Intelenet Global Services

Team Manager Aug 2013 - Aug 2016

Team Leader Oct 2010 - Jul 2013

Sitel

Team Leader Aug 2008 - Oct 2010

Quality Assurance Professional Aug 2007 - Jul 2008

Customer Service Professional Jan 2007 - Jul 2007

Sutherland Global Services

Help Desk Engineer Sep 2004 - Jul 2005

Major Projects Handled

TAT Reduction Project - DMAIC - Intelenet

Improved 24 Hr TAT of Premier Support Queue in Asset Finance from 22% on an average (Aug'15 - Oct'15) to 71% in Feb'16.

Accuracy Improvement Project - Amazon

Improved the Clusters' Accuracy score from 99.59% in Jun'17 to 99.71% in Oct'17 & also met YTD goal of 99.7% in Dec'17 in Pricing Team.

Work experience

Manager Operations - Amazon

Determined the prices of E-commerce products pertaining to US region & validated the reflection of the same in the website with my team.

Core function was to take care of team’s overall performance & governance along with people management, SLA management & stakeholder management.

Handled the Accuracy Improvement project for the entire mapping operations cluster.

Reviewed monthly Business performance with our Vendor Managers & internal stake holders.

Ensured Cross Skilling of Staffs was done for effective resource utilization amongst different product domains.

Involved in Hiring, appraisals, weekly business reviews & grooming of associates.

Involved in Continuous improvement of the pricing process by identifying opportunity areas and fixing the gaps.

Worked with automation team to reduce the manual efforts.

Team Manager - Intelenet Client : Barclays

Determined whether a corporate customer could be given financial assistance based on their credibility and opened accounts for the same. Documentation of the deed, renewal, governance of the repayment & closure processes were executed by my team.

Core function was to take care of team’s overall performance & governance.

Handled the migration & transition of additional processes in Asset Financing team.

Managed all SLAs & OLAs for the teams as per our MSA and ensured timely appraisals.

Involved in a TAT reduction Project of a queue in Asset Finance team.

Handled an additional responsibility for generation of process improvement ideas.

Panel member of the Assessment Centre, which identifies future TLs & TMs through IJPs.

Ensured that the processes operates smoothly even during BCP Situations.

Handled Weekly and Monthly Business Review calls with our clients & Stakeholders.

Involved in Continuous improvement in identifying gaps and fixing the same. Ensured Cross Skilling of Staffs for effective resource utilization.

Led the transformation of B2BP to Connect Apps Project in BASF.

Took care of the Risk & Compliance team for the cluster.

Team Leader - Intelenet Client : Barclays

Was Responsible for opening accounts for genuine ‘Medium & Large Scale Customers’ in UK.

Know Your Customer (KYC) enabled the bank to know and understand the customers and their financial dealings to serve them better and to manage banks' risks prudently. KYC helped to avoid anti-money laundering by real time screening of the customers. It also ensures that respective due diligence are followed.

Played a vital role in Rostering, Performance management, Incentive Payroll and recruitment.

Ensured that the appraisals of the employees were done properly and on time.

Was chosen by the Leadership team for AAO process transition & Siebel 8.1 onshore training in Jan’12. Completed it successfully and had a trainee conversion rate of 100%.

Team Leader - Sitel Client : Dell, Bell Canada

Took care of the production team and new joiners team as well during varied times as TL in Sitel and met the Client KPIs like SLA, AHT, CSAT, Sales and Resolutions as a team and as a site; ensured sanity in terms of sales and quality.

Ensured that the appraisals and grooming of the employees were done properly on time.

Acted as a SPOC for IT related issues & entire Site Work Flow in the system. And played a vital role in recruitment when it came to the Operational perspective.

As a Team leader in Bell Canada handled a team of 26 members and improved the Process Performance here by taking care of bottom quartile, Quality gaps.

Managed all new hires for the voice process; responsible for training them on the process, computing skills and made sure they hit the production floor successfully.

Quality Assurance Professional - Sitel Client : Dell

Moved in as a Quality Assurance Professional for the Dell Process and handled 30 associates.

Core function was to provide feedback and coach the employees.

Played a lead role in handling weekly client calls and was the SPOC for cascading the Quality updates across the process.

Was a part of the team involved in identifying and reducing the non-value added time in associate’s call handling; ended up being successful in it.

Education

Lean Six Sigma Green Belt - Benchmark Six Sigma - Aug 2009.

BE Electronics, Sriram Engineering College – Chennai, India - 2000 - 2004.

ITIL V3 Foundation - EXIN - 2009

Personal Details

Date of Birth: April 16, 1983.

Languages known: English & Tamil.

Marital Status: Married.

Willing to relocate: Yes

Notice period: Immediate.

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