Customer Service Management Specialist

Anandaraman T.R

Contact Coordinates:

Flat ***, First Floor, “Debonair Comfort”, Mobile: +91-974*******, +91-944*******-***/6B, Vani Vilas Road, Mysore - 570004, Karnataka E-Mail: ********@*****.**.** Summary

Dedicated and focused Project Management Specialist with over 21 years of experience excelling at prioritizing, completing multiple tasks simultaneously and following through to achieve project goals. Flexible, detail-oriented and adaptive team player with expertise in equipment operation, staff training and development, customer service and process improvements. Skills

Training and development • Technology integration

Financial administration • Analytical problem solving Education

MBA in Operations Management from IIMRT, Gujarat (2014) Diploma in Industrial Engineering, from NHRD, ISLE Chennai, Tamil Nadu. (2002) Work Experience

General Telecom Services - Project Management Officer Bangalore, India 03/2020 - 07/2022

• Ensured Quality deliverables in given TAT with FTR 90 to 95% (First Time Right - Audit)

• P & L of Projects of each site to avoid any revenue leakage/loss (Achieved Average of 4% incremental)

• Prepare TAT sheet for every roll out site with cost workings. (Gained additional revenue by getting rewards from the clients)

• Selection of suitable sub vendors for project roll outs.

• Project planning & progress analysis and reporting to clients.

• Lead internal deployment meetings with other Managers and team members to review the project status.

• Managed client expectations with professional, considered approach to projects. • Reported project status and financial updates to stakeholders and collected feedback. Omega Ventures Mysore – Start-up Founder

Mysore, India 04/2017 - 01/2020

• Supply & Installation of Telecom Poles, Mounts and Civil Works. I & C of SMPS & BB for IBUS Networks, Space Tele Infra & UBICO Networks

• Business development by meeting Customers to create confident in Quality & Timely deliverable sites.

• Analyse costs, Competetion and trends to adjust sales prices to maintain the net profit.

• Preparing Inventory & stocks

• Prepared quotes with accurate and competitive pricing to drive conversion from the Customers.

• Monitored costs, timescales and resources used to achieve project success.

• Lead a team’s daily operations with company guidelines for scheduled plan

• Prepare Estimates, requisition, PO for vendors and Inspect materials & Spares

• Ensured work standards by training, coaching & Emotional connect to maintain a safe, healthy and productive environment.

• Prepare P&L Statement, GST and Performance report. Cosmo Infra solutions Pvt. Limited Senior Manager (Circle Head) Bangalore, India 04/2015 - 01/2017

• Optimised processes, collaborating with upper management to implement innovative technologies.

• Prepared reports and presentations to elaborate business development activities and outline new initiatives.

• Drove additional revenue by presenting complementary products and correctly identifying customer needs.

• Cultivated relations with customer service personnel to drive client retention and long-term growth.

• Increased sales revenue by 8% through effective operations management.

• Automated office operations, resulting in 30% efficiency increase.

• Identified revenue, Collection and activity by comparing past and projected reveenues to marketing goals.

Innovis Telecom Pvt. Ltd, Sr. Manager (on Site Project) Lusk, Zambia 09/2013 - 01/2015

• As consultant for Africa Towers (Airtel Africa) to de-merge the assets from Airtel and provide support to the group team to transition from an operator led system to a Tower Co model of business in Congo B/DRC, & Zambia

• Implementing the guidelines from the group with the required customization of local requirements

• Supporting Group Deployment, Sales & Billing and O&M Team for ongoing projects

• Supporting the Group legal team for preparation of Regulatory and Statutory documentation for transition

During Transition:

• Kick start the transition process and support the local operations team to enable smooth Transition to Tower Co business model.

• Primary focus on O&M process and providing guidance to the new Operations partners

• Setting up NOC for cell site surveillance & Alarm Monitoring

• Provided Training on Cell site O&M to Own and Vendor FLM team managers Post Transition:

• Identify low performing sites

• Implement optimisation of equipment for own & new tenancies for better cell site Uptime.

• Implemented new model of Fuel Logistic Management for energy efficiency of cell site.

• Worked along with the Operators CTO to transform passive Operations which resulted in improved network uptime from less than 98% to 99.92% with sustainable increment. Indus Towers Ltd, Manager (O&M)

Bangalore, India 03/2008-08/2013

• Responsible for O&M of over 4000 telecom towers in 4 Clusters formed from 11 districts of Karnataka, 200Cr Opex & Rs. 1500Cr static infra (Capex). Excellently managed Tower infrastructure with SLA adherence

• Achieved 99.982 Infra up time across the Zone by conducting regular monitoring/meetings of Cluster Managers, OME & SME partners with their performance Tracker.

• Active member of Circle Governance Committee

• Yellow Belt awarded for self-initiatives in Process Excellence for Indus Karnataka

• Training Manager & Coordinator: - This was an additional responsibility for imparting L1 & L2 Training of all field Engineers and Technicians and L3 for SME Technicians.

• Actively took part in Setting up world class OJT Training Centre with best cross sectional Power Equipment, Live HSE & FF Lab for OME Technicians. Vodafone/Nokia Siemens, (Sr. Engineer/Asst. Manager (O&M)) Bangalore, India 08/2005-02/2008

• Achieved Infra Network availability (Achieved Avg.99.80%) by driving Field team

• Planning & execution of preventive maintenance, Logistic support and Fuel/ Energy Management for cell sites and Switch locations

• Coordinate with project team for quality site delivery and Launching new town

• Prepare weekly / monthly MIS

RELIANCE NEXT LINK (P) LTD, (Sr. Engineer (O&M))

Chennai, India 03/2003-07/2005

ISO Documentation Officer, as additional duties

• Daily activities like OTDR & Optical power meter LSPM monitoring for readiness.

• PPM of Infra equipment as per HQ Schedule & Maintaining the NLD and MAN Network.

• Conducting Local ISO Audit of the department & documentation for External Audit

• Prepare weekly / monthly MIS

INDIAN NAVY 01/1987- 10/2002

Served in various IN Ships & Establishments across the country.

• PPM Management of Electrical Department of the Ship

• Preparing Electrical Department Refit Plan of the ship

• Conducting Fire Fighting & HSE Training for Sub Ordinates.

• Organising, Planning & Managing various types of Cultural Events Training and Certifications

• Diploma in Safety & Security Management, at NISM, Bangalore

• Quality Management System Internal Auditor for ISO9001:2001(BVQI)

• Leadership Management from Indian Navy Management School.

• Six sigma yellow belt by Process Excellence in Indus Towers Awards & Honour’s

Adjudged twice for Star Performer award by CEO, Indus Towers Ltd

Star performance award from customers (Airtel & Vodafone) for the period Apr to Sep 2009 during the tenure in Indus Towers Ltd.

Commendation by Commander- In-Chief (A & N) while in Indian Navy

Cash Award by the Flag officer commanding in Chief (ENC) while in Indian Navy

Proficiency awards from the Commanding Officers of all the Ships & Establishments served while in Indian Navy

Languages Known

English, Tamil, Hindi - Read, Write & Speak

Telugu & Kannada - Speak

Contact this candidate