Manager Customer
Resume:
SARA G MOSES
Senior Manager
SUMMARY
Over ** years of experience in BPO Industry attaining experience on Account Management, Client Stakeholders Management, Team\People management, Operational and Project Management with outstanding communication and organizational skills, plus a proven track record in service excellence. Effectively acts as catalyst with zeal thereby adding value to organization and one self through long term commitment. Hands-on professional experience in both Onshore & offshore locations
CONTACT
PHONE:
WEBSITE:
https://in.linkedin.com/in/sara-moses
EMAIL:
***********@*****.***
INDUSTRY KNOWLEDGE
Account Management
Client Stakeholder Management
Service Delivery
Business Development
Customer Relationship Management
Operations Management
Recruiting
SLA & Process Engineering
EDUCATION
MBA in Finance Management
Periyar University
Bachelor of Business Administration
Annamalai University
Lean Six Sigma Black Belt
MSME
Post Graduate in Diploma in Computer
Application (PGDCA)
Computer Software Training
WORK EXPERIENCE
Nov 2016 – Nov 2020
Senior Manager – Client Service • Client Relationship Management Ninestars Information Technologies Private Ltd., Chennai - India May 2015 – May 2016
Research Support Executive • Global Document Solution Support RR Donnelley Global – Document Solutions Support for Bank of America, London, UK
Jun 2005 – May 2015
Client Manager • Client Management Operations Support RR Donnelley Global BPO, Chennai, India
Apr 1996 – Dec 2004
Administrative Executive • Administrative Management ICI University (Global University), Chennai – India Jan 1995 – Mar 1996
Administrative Executive • Administrative Management Gowtham Computer, Chennai – India
KEY RESPONSIBILIES
Operational and Project Management (Control, Manage, and deliver)
• Drive team to achieve process SLAs / metrics – productivity and quality targets within the established timelines.
• Ensure proper documentation and knowledge transfer as per project plan and schedule.
• Work with support functions to enable infrastructure support to team and ensure zero downtime.
• Prepare for infrastructure and other growth related requirements.
• Ensure resource utilization and scheduling of end to end work.
• Plan for resources based on volume projection and current available head count and allocate responsibilities
• Effective forward planning in terms of process delivery, people & client engagement.
• Tool Building Workflows etc.
• Drive a culture of proactive risk identification within the process.
Stakeholder & Business Management:
• Deliver on financial goals for the business.
• Prepare and report process performance metrics to stakeholders.
• Participate in management discussions (Governance discussion, Management forums with customer).
• Identify key cost drivers and ensure they are optimized.
• Proactively identify opportunities for additional business with customer.
• Identify opportunities for growth & deliver on growth commitments
(number of people).
• Anticipate & plan for new business & get involved in hiring.
• Adopt best practices from other processes/ verticals etc.
• Projects enhancement for Revenue growth.
Process Improvements and Adherence:
• Ensure compliance to the set standards/norms in order to adhere to quality standards and other compliance norms.
• Initiate and deliver on process improvement projects to improve process efficiencies.
• Driving Forums on Thought sharing for project improvement.
• Automation Opportunity.
Customer Relationship Management:
• Manage customer relationships through regular communication with clients through weekly/ monthly reviews.
• Discuss operational issues and Critical to Quality (CTQ) delivery issues with the customer.
• Attend customer calls and meetings, proactively flag issues and prevent bombshells.
• Manage and resolve escalations and issues raised by customers.
• Identify better ways to deliver anticipated customer needs or to deliver existing services that target customer’s value.
• Analyze customer feedback at desired intervals and initiate ways to improve the score.
People/Team Management:
• Provide guidance and mentorship to team.
• Drive knowledge management and continuous up skilling of the team.
• Conduct performance appraisals for team members.
• Manage attrition through skip level meetings, planning interventions, engagement calendars.
• Identify training needs for direct reports and ensure domain/developmental trainings needs are met.
• Participate in organizational initiatives such as recruitment drives, training programs etc.
• Deliver communication received from senior management to the team members though town halls, team meetings.
• Leadership assimilation.
DECLARATION
I hereby declare that the details provided here are true up to my knowledge. Any further details will be provided upon request. LEADERSHIP SKILLS
Ownership
Great Communication Skills
Prompt Decision Making
Innovative
Multitasking
Conflict Resolution
Handles Customers Feedback
effectively
Good Learner
Training and Development
Convincing and Inspirational for co-
workers
Optimistic & Positive
Ability to read situation and act
accordingly
Result oriented
ACHIEVEMENTS
Received Above and Beyond Award
from onshore client.
Received Best Performer of a year
Received Star performance Award.
Received many best performers, most
promising and an achiever award.
Earned several Appreciation letters
from the clients and outsource team.
Client has prepared a booklet with
their appreciation comments which
was never done before for an
offshore person.
ONSHORE TRIP
Travelled twice to Hong Kong for 3
and 1 month respectively to support
and train new members at onsite on
products and projects.
Travelled twice to USA for a month
to work on special project from RR
Donnelly.
Worked in London RRD at client site
(Bank of America) for a year.
Sara G Moses
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