Service Delivery Supply Chain

GANESH BALASUBRAMANI

+91-917******* ● **********@*****.***

https://www.linkedin.com/in/ganesh-balasubramani-b3380427/ PROFILE:

Seasoned professional in the areas of Customer Relationship Management, Service Delivery, Project Management & Enterprise Support.

Excellent written/oral communication, interpersonal, leadership and problem-solving skills with the ability to work in a multi-cultural environment. Handled enterprise Customer/TAC support team. Exceptional account performance, exceeding critical SLA parameters like C-SAT, Case handling, Backlog service. HIGHLIGHTS:

• 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.

• Coaching, guiding & mentoring team members to achieve resource and team wise productivity & optimization.

CORE COMPETENCY:

Customer Experience, Consumer and Enterprise Technical Support, RMA processes, Operation Excellence, Employee Engagement, Supply chain Management, Training & Transition, BCP Planning, Attrition Management, Client Management, People Development Skills & Business Delivery Acumen.

Hands-on experience with using CRM Tools like Siebel, Service Now, Sales Force. ERP Tools like SAP/Oracle/Tableau and MS Office productivity suite (Word, Excel, PowerPoint & Outlook)

ACHIVEMENTS:

• Awarded with 5 Yrs. and 10 Yrs. “Pillar of CSS Corp” award for the dedication & commitment showcased in handling various projects in 2010 & 2017.

• Received employee recognition award from the Client (Alcatel Lucent) for consistent performance in customer support operations.

• Received employee recognition award from CSS Corp in the year 2007, 2009, 2010 & 2011

• Nominated for a seminar organized by Alcatel for their Business Partners from Asia Pacific held in Chennai, India in 2010

• Recognized as a top performer and sent to US & Europe for process training and transitioning new projects.

• Rated as Star Performer and won the Performers League Award in CSS Corp for Operational Excellence in 2011.

PROFESSIONAL EXPERIENCE

TAC MANAGER – Movate Technologies, Chennai – 3rd May 2021 – Present

• Managing a team of 20+ highly self-motivated technical engineers for Client Palo Alto Networks.

• Single Point of contact for the clients

• Managing the team backlog and closely working with other stake holders

• Daily briefing with the team on active & pending cases.

• Share escalation & audit feedback with the team/individual.

• Prepare weekly, monthly & quarterly stack data and share with the team.

• Create opportunities within the team to upgrade their technical skills.

• Urger the team members to complete certifications

• Make sure operational metrics are driven & achieved (TTR/C-SAT/Backlog)

• Responsible for the day-to-day operations of the team.

• Coaching, guiding & mentoring team members to achieve resource and team wise productivity & optimization

• Ensure engineers completing 6 months in the program are up skilled to ramped engineers.

• Handling customer queries for product like (Prisma Access & SD-WAN) cloud base.

• Functioning as Duty Manager in assisting with global customer escalations.

• Conducting weekly team meetings to update the team on weekly stats & performance metrics.

• Work closely with soft skills team to ensure the team follows the quality aspects and deliver results.

CUSTOMER RELATIONSHIP MANAGER – Korin Logistics, Chennai – May 2018 – 3rd May 2021

• Managing a team of 15+ highly self-motivated executives.

• Single Point of contact for all the clients

• Managing the team backlog and closely working with other stake holders

• Daily briefing with the team on open & pending shipment & invoices

• Perform quality checks and provide immediate feedback to the executives. Work with the quality team to improve communication via calls & emails.

• Managing the supply chain and all import & export logistics, organize shipments with other offices, suppliers, vendors, and customers

• Weekly / Quarterly report generation.

ASSOCIATE PROJECT MANAGER – CSS CORP, Chennai – Jun 2006 – Nov 2017

• Grew from a Customer Support Engineer to Associate Project Manager.

• Handled Tech Support, Customer Support process for the following clients.

• Alcatel – Lucent

• Meru Networks (Acquired by Fortinet)

• Alcatel GNOC (Global NOC)

• Transition Management – Successfully transitioned various support process. Worked with stake holders across geographies and planned for smooth transitions

• Client Management

o Daily / Weekly / Monthly review meetings with the support management o Conduct QBRs with Clients

o Create Quarterly Action Plans and measure the performance

• Support Operations:

• SLA & Backlog Management

• Quality Control, CSAT and Performance Reporting

• Maintained consistent 99% SLA for case handling & quality for cases handled with in set target

• Review of Daily/Weekly/Monthly Reports

• Handle customer escalations

• Manage client escalations and provide timely response with RCA and Corrective Actions

• Work with L2, L3 support organizations from other regions for case resolutions.

• Process training for new hires.

• Work with other internal teams HR, IT, Training

• Drive Knowledge Management Activities: Set up process champions to drive Knowledge Base creation, process documentation/updating, Adherence to ISO Quality assurances

• Manage Business Continuity Plans during Emergency Situations.

• Drive ongoing process improvements

• Work with internal MIS Teams for Support Dashboard and Reports Team Management

• Set KRAs for the Team Manger and review the performances of the entire team.

• Coaching, guiding & mentoring team members to achieve resource and team wise productivity & optimization

• Manage career growth of team members, attrition, and leadership development.

• Work with HR Team for Hiring

• Aid and feedback to Team-Lead & Team Manager

• New Hire Training plan and knowledge transfer plans. WEB HOSTING SPECIALIST - Server E Solution, Chennai - Aug 2005 – May 2006 SR CUSTOMER SUPPORT EXECUTIVE - HDFC BANK AUTO LOAN - Apr 2004 – Jul 2005

ACADEMIC QUALIFICATION Bachelor of Commerce, Sathaye College, University of Mumbai

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