Customer Service Executive

S.Murali Krishnan No. *A GandhiNagar, *nd St

*stCross Street, Kodungaiyur

Chennai. 600-118.

Mobile: 988-***-****

Mail:******.*@*****.***

OBJECTIVE

To possess a career in a dynamic, vibrant organization that explores new horizons. A position that requires strong project management skills coupled with effective communication, analytical, interpersonal and leadership skills.

SUMMARY

A result-oriented professional with the proven success of over 12 years in, Process Management, Team Management and Operations Management in Service.

Design, development and maintenance of medium to large scale projects and Process work flows

Possess excellent interpersonal, communication and organizational skills with proven abilities in team management, customer relationship management, and planning.

Experience in planning and managing conversion and imaging projects in corporate business environments.

Demonstrated leadership skills with a bias towards action, supporting the culture of ownership and learning.

Specialties:- Building Successful Teams, Vendor Management, Customer Support Management Skills, Enriching Relationships, Coaching/Mentoring People.

EDUCATIONAL QUALIFICATION:

Bachelor of Business Administration., University of Madras

Senior Lead - Production

Newgen Knowledge Works

Dec 2010 – Present (6 Years 3 Months) Chennai India

Accountable for project delivery, quality and cost analysis

Involved in project analysis and work flow design

Managing & monitoring the performance of production teams to ensure efficiency in process operations and meeting of individual & group targets.

Managing customer service operations for diverse clients and achieving quality SLAs.

Analyze and interpret information to make substantial and detailed assessment of the customer service delivery portfolio

Managed overall operations for executing projects within cost & time norms; generating and obtaining approval for production sample.

Formulated reports after thorough operations analysis of benchmarking productivity & errors and transmitting them across to the management to facilitate decision making process.

Served as a primary contact for customers and interact with customers regularly through emails

Projects Involved

XML conversion projects (Journals, Magazines, Legal contents),PDF conversion projects, Proprietary Mnemonic conversion projects, Imaging projects

Key Achivements:

Project managed the successful production of over 30 products including some of the largest (below) and most lucrative digital archives in Newgen (delivered to OUP journals) history:

1. Monthly Notices of the Royal Astronomical Society

2. Review of Financial Studies 3. Review of Corporate Finance Studies 4. Review of Asset Pricing Studies.

5. Journal of the European Economic Association. 6. Journal of Crustacean Biology

Clients Handled

CUP, OUP, Wiley Online Library, Times, WARC, High wire & Silver Chair Zipline.

Senior Processor

HOV Services (Now, the company has been merged and called as Source HOV LLC.)

Feb 2010 – Dec 2010 (10 Months) Chennai India

Checking the received materials with client emails and sending queries to clients before starting production

Analyzing projects, and allocating work to the team

Preparing shipment planning and delivering promptly to customers.

Preparing of productivity MIS and consolidated MIS of Volumes received that are processed, along with pending and rejected items.

Preparing Billing for Customers on a monthly basis of all departments

Clients Handled

Cengage-Course Smart, McGraw-Hill, Source Corp

Web Search

C-mots Internet Technologies Pvt Ltd

May 2008 – Feb 2010 (1Year 9 Months) Chennai, India

Searching and Downloading Quarterly& Annual reports on Financial & Exchange websites.

Responsible for extracting relevant information from third party sites and databases.

Able to use and filter information and synthesize it into reports.

Converting PDF to Word & HTML documents based on customer requirements.

Maintaining reports and reporting to the superiors

Junior Executive

Amnet Systems

Dec 2002 – Oct 2007 (4Year 10 Months) Chennai, India

Held various positions at the start-up stage and have played Multiple Roles.

Production Planning & Control (PPC) – Coordination with Vendors for keyboarding, which was outsourced for data capturing, Forms processing & PDF conversion Departments.

Management Information System (MIS) – Generating reports on a daily, weekly &a monthly basis to Managers

Team Leader – Responsible for data capturing team.

Junior Executive – Analyzing projects, as per customer specifications preparing sample outputs before starting the live workflow process.

Projects involved:

First American checks, Legal, Invoice control sheets, Credit card, Forms processing, Word formatting, online Book conversion services, PDF conversion, TOC creations, Books and Journals.

PERSONAL DETAILS

Date of Birth : 09/09/1981

Sex : Male

Marital Status : Married

Nationality : Indian

Father’s Name : Shanmugam M.P

CTC : 3.81 Lakhs P.A

Permanent Address : No: 4a Gandhinagar,2nd St, 1stCross Street,

Kodungaiyur,

Chennai – 600 118

DECLARATION:

I hereby declare that the above statements are true to the best of my knowledge.

S. Murali Krishnan

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