Manager Service
Resume:
GANESH BALASUBRAMANI
+91-917******* ● 044-******** ● **********@*****.***
A result oriented professional with more than 11+ years of experience in Enterprise support.
Excellent written, communication, inter personal, leadership, and problem-solving skills with the ability to work in a multi-cultural environment.
Handling an enterprise advanced level of customer support team. Exceptional account performance, exceeding critical SLA parameters like C-SAT, Backlog service.
Profile Summary:
An Accomplished Service Delivery Manager streamlining business processes, defining continuous improvement processes, accelerating employee strengths & building powerful teams across geographies that can conquer any project related obstacles
Exceptional team management skills, accelerating project revenue by ~110% in less than 3 years of the project since inception
Coaching, guiding & mentoring team members to achieve resource and team wise productivity & optimization
Core Competency
Operation Excellence, Customer Experience, Employee Engagement, Supply chain Management, Training & Transition, BCP Planning, Attrition Management, Client Management, People Development Skills & amp; Business Delivery Acumen
PROFESSIONAL EXPERIENCE
KORIN Logistics, Chennai. May 2018 – Till Date
Assistant Manager Asia Pacific, Europe
Key Responsibilities
Managing a team of highly self-motivated 15+.
Weekly report generation to evaluate the number of shipments & invoice.
Co-ordinating with the Client’s.
Provide support to the team with reference to pricing & allocation.
Co-ordinating with the vendors from ware house, transportation & container allocation team.
Daily briefing with the team on open & pending shipment & invoices
Managing the team backlog and closely working with other stake holders
Coaching, guiding & mentoring team members
Engage team members for career development
Perform quality checks for the team and provide them immediate feedback
Closely work with the quality team to improve communication via calls & emails.
Plan and Supervise export shipments
Freight negotiations with Shipping Lines
Organize shipments with branch offices, suppliers and customers.
Managing the supply chain and all import & export logistics
CSS Corp, Chennai. May 2016 – November-2017
Associate Project Manager Customers – Alcatel GNOC Support,
Asia Pacific, Europe, USA
Key Responsibilities
Responsible for the day to day operations of the team.
Conduct weekly meeting and report generation which is shared with the Clients every day.
Maintain service level above target
Manage an enterprise support technical and customer support team
Generating reports such as Weekly and QBR data which is reviewed with the clients.
Allocate cases to the team members daily and make sure that no cases are left beyond service level
Monitoring Incident/Change/Problem request which are created by the team
Providing assistance to the team during Field Expert intervention
Ensured the team backlog is maintained and the cases are periodically followed up.
Coaching, guiding & mentoring team members to achieve resource and team wise productivity & optimization
Achieved 100% quality score by performing regular checks and provide the team with immediate feedback
Generate quarterly KRA scores for the Team Manger and update their performances.
Setting the priorities and alignment of the service with the Client’s day to day business requirements.
Ensure team are up to date with process updates.
Manage and communicate with project stakeholders
Plan leadership development and career plans for the team members.
Manage career growth & attrition within the team.
CSS Corp, Chennai. June 2014 – May 2016
Associate Project Manager Customers – Fortinet Meru Networks,
Asia Pacific, Europe, USA
Key Responsibilities
Responsible for the day to day operations of the team.
Conduct weekly meeting and report generation which is shared with the Clients every day.
Maintain service level above target
Generating reports such as Weekly / Monthly and QBR data which is reviewed with the clients.
Allocate cases to the team members on a daily basis and make sure that no cases are left beyond service level committed to the Client.
Running the QBR slide deck for quarterly business review with the Clients
Provide assistance and feedback to Team-Lead & Team Manager on their day to day activities
Ensure team backlog is under control
Generate quarterly KRA scores for the Team Manger and update their performances.
Take care of escalations from the clients and provide timely reply
Conduct one on one with the team members and provide feedback
Trained the new team leads on the process and setting expectation as soon as they are on board
Participate and drive weekly and monthly review calls with the clients along with my Manager.
Maintain the attendance and prepare leave planner for the team
Risk Assessment
Managing recruitment
Encourage team members to attend Technical training and provide an opportunity to move to Technical support.
CSS Corp, Chennai. May 2012 – May 2014
Team Manager Customers – Alcatel,
Asia Pacific, Europe, USA
Key Responsibilities:
Handled highly self-motivated team of 18+
Responsible for the day to day operations of the team.
Conduct weekly meeting and report generation which is shared with the Clients every day.
Maintain service level above target
Generating reports such as Weekly / Monthly and QBR data which is reviewed with the clients.
Allocate cases to the team members on a daily basis and make sure that no cases are left beyond service level committed to the Client.
Management of team backlog
Perform quality checks for the team and provide them immediate feedback
Generate quarterly KRA scores for the team and update their performances.
Take care of escalations from the clients and provide timely reply
Conduct one on one with the team members and provide feedback
Prepare questionnaire based on the new updates and conduct knowledge check on a monthly basis
Provide process training for the freshers and shoulder engineer them till they are proficient of the process
Participate and drive weekly and monthly review calls with the clients along with my Manager.
Maintain the attendance and prepare leave planner for the team
Risk assessment.
Being a part of the SSQA coaching for agents who are average on call handling
CSS Corp, Chennai. May 2009 – May 2012
Team Lead Customers – Alcatel,
Asia Pacific, Europe, USA
Key Responsibilities:
Handled highly self-motivated team of 18+
Responsible for the day to day operations of the team.
Conduct weekly meeting and report generation which is shared with the Clients every day.
Maintain service level above target
Generating reports such as Weekly / Monthly and QBR data which is reviewed with the clients.
Allocate cases to the team members on a daily basis and make sure that no cases are left beyond service level
Management of the team backlog
Perform quality checks for the team and provide them immediate feedback
Generate quarterly KRA scores for the team and update their performances.
Take care of escalations from the clients and provide timely reply
Conduct one on one with the team members and provide feedback
Prepare questionnaire based on the new updates and conduct knowledge check on a monthly basis
CSS Corp, Chennai. June 2006 – May 2009
Customer Support Executive Customers – Alcatel,
Asia Pacific, Europe, USA
Key Responsibilities:
Providing 24/7 support to Alcatel customer.
Handling customer query via Phone/Email/Web/Live-Help.
Processing RMA for customer.
Updating (Serial #/Part#/SO#) in Siebel for the RMA performed.
Placing shipping order’s in Oracle for RMA processed.
Bridging the customer with the Technical support team.
Managing daily backlog and ensure cases are updated with status.
Creating student logins for Education service portal and helping them with the course manifest.
Following up with the customers on Non-returned RMA products.
Maintain shift handover of the task done in a particular shift.
Achievements
Acquired employee recognition award from Alcatel Lucent in the year 2007
Acquired employee recognition award from CSS Corp in the year 2007 & 2009 & 2010 & 2011
Recognized as a top performer and sent to US & Europe for process training in 2008 & 2012
Rated as Star Performer and won the Performers League Award for 11.
Acquired the “Pillar of CSS Corp” award for 2010
Was nominated to attend the seminar which was conducted for the Alcatel BP (Business Partner) from Asia Pacific region held in MGM resort 2010
Was awarded with the Management excellence performance award for Q1-2012.
Was appointed for transition of a new project and sent to US for training October-2015
Sanver E Solution August 2005 – May 2006
Web Hosting Specialist.
Key Responsibilities:
Managing Web hosting for various clients.
Generate logins, email, and allocation of space on the Web.
Handle client query and also help them to handle their account with ease.
Managed clients such as Reliance / Saint Gobain etc.
HDFC BANK AUTO LOAN April 2004 – August 2005
Sr-Customer Support Executive.
Key Responsibilities:
Managing Auto shows in various HDFC Bank in Bombay
Generate leads and hand it over to the team for conversion.
Prepared weekly & monthly reports for number of conversions for the particular month.
Responsible to meet the managers of various HDFC branches.
STAR TV PVT LTD Jan 2003 – March2004
Event Management Executive.
Key Responsibilities:
Handling the event management team during (Star TV Award Functions)
Taking care of staffing and preparing daily reports
Maintained the stats to meet the performance level of the team.
EDUCATION AND TRAINING
BACHELOR OF COMMERCE (B Com) ● SATHAYE COLLEGE.
PROFESSIONAL DEVELOPEMENT
WORKSHOP ON MANAGEMENT SKILLS, PRESENTATION ● CSS CORP, CHENNAI
TECHNICAL PROFICIENCIES
MICROSOFT OFFICE (WORD, EXCEL, POWERPOINT & OUTLOOK)
HOBBIES
Watching Movies, Listening to Music, Reading Books
LANGUAGES KNOWN
TO READ ● ENGLISH, HINDI, MARATHI.
TO SPEAK ● ENGLISH, TAMIL, HINDI & MARATHI.
SRENGTHS
BEING POSITIVE, RESULT ORIENTED, READY FOR NEW CHALLENGES
Date of Birth
26.08.1979
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