Customer Service Manager

MOHAN. G

Tel. (Res.): 044-******** Mobile: 098******** E-Mail: *********@*****.***

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Seeing senior-level positions in GM - Operations

Location Preference: Chennai/ Andhra Pradesh

SNAPSHOT

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A competent professional with an overall experience of 17.5 years in Customer Service Operations and Commercial Functions. Presently associated with Ometria Infocom Private Limited (Malaysia based company engaged in ISP service provider) as General Manager (Operations).

Adept at providing service operations; understanding clients’ requirements and providing services accordingly. Leading teams to ensure the accomplishment of service deliverables.

Possess a focused, customer oriented approach with excellent relationship management skills and efficiency in dealing with clients across the industries.

Resourceful at evolving effective procedures, establishing service standards, and operational policies with proven ability in reducing operational costs through effective cost control measures.

Ability to lead, mentor & motivate the team. Keen planner & strategist with a detailed oriented approach.

Adept at devising and effectuating innovative strategies for ensuring smooth transportation of goods throughout country resulting in customer satisfaction.

A keen analyst with excellent relationship management & team building skills and abilities in liaising with various regulatory authorities.

EMPLOYMENT PROFILE

Key Result Areas:

Operations/ General Management

Handling overall quality management by focusing on continuous improvement of system and processes with special emphasis on client satisfaction.

Managing medium to large sized teams with varied cultural, lingual and professional backgrounds

Imparting appropriate in house training to the team so as to attain Service Excellence & teamwork.

Strategy Planning & Implementation

Accountable for business strategy planning & analysis for assessment of revenue potential & opportunities so as to re-vamp, re-establish or set up new business sources to achieve planned targets.

Devising marketing strategies to tap/ explore greater market/ business volumes.

Sustaining profitable operations through focus on budgeting, cost analysis & cost optimization.

Managing the overall profitability of operations with strategic utilization & deployment of available resources to achieve organizational objectives and operating standards.

Client Servicing

Greeting and interacting with the customers and guests on a daily basis, informing them of their rights, resolving problems/ queries.

Assuring the customer requirements are met first and they are assisted for the problems and queries.

Ensuring customer satisfaction by achieving delivery of service quality norms.

Strategizing policies & procedures in the operating systems to achieve greater customer delight.

Reviewing & interpreting the market trends/ client feedback to attune the business strategies as per the guest requirements & expectations.

Quality Assurance/ Compliance / People Management

Overseeing smooth implementation of standards so as to minimize gaps in actual vs. required standards.

Practical and theoretical training to enhance skills & motivation levels.

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Mar’10 at Ometria Infocom Private Limited (Malaysia based company engaged in ISP service provider) as General Manager (Operations)

Nov’00-Dec’09 at Aircel Cellular Limited, Chennai

Growth Path:

Sr. Manager- CSD & Retail Feb2004 to Dec 2008

Retail Manager-Commercial Nov 2000 to Jan 2004

Head – Customer Relationship Jan’09 to Dec 2009

Key Result Areas

Heading Customer Service Delivery and Client Relationship Management

• E-mail Management and resolving disputes

• Periodical Training and Development of the Team

• Review meet with Coordinators

• Focus on HNI Customer Segment

• Service Assurance to ensure process and system in place

• Presentation to the Management of the Market status and current level of our service in the industry

• Responsible for entire Telecom store operations/profitability for the zone which consists of two to three districts.

• Responsible for Postpaid, Prepaid, and Handset sales through Stores.

• Responsible for profitability of Service Center, stores & Mini stores.

• Organizing Customer service camps, Loyalty programs and customer engagement activities

• Responsible for Bill Delivery system for entire postpaid connections (in time to ensure right time collections)

• Responsible for Verifications of the Customer acquired from Various touch points

• Created a uniform system of prepaid distribution through Tamil Nadu as it was earlier two different entity

Apr’95-Oct’00 at RPG Paging Services Ltd., Chennai as Sr. Executive-Commercial

Oct’89-Jan’95 at KSB Pumps Ltd. CBE,Coimbatore as Accounts Officer

Key Result Areas:

Negotiating & finalizing customs clearing agent’s agencies for export/ import clearance.

Maintaining requisite documentation for compliance with regulatory requirements of Customs & Central Excise.

Handling all types of Pre-shipment & Post-shipment documents.

Preparation of reply to customs and excise show cause notices, preparation of appeal papers and effective appearance

Devising and effectuating innovative strategies for ensuring smooth transportation of goods throughout country resulting in customer satisfaction.

Taking adequate measures to monitor and analyzing the performance of transporters/ shipping lines pertaining to cost, quality and delivery norms.

ACADEMIC CREDENTIALS

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Pursuing MBA from Manipal University.

Bachelor of Commerce from CBM College, Bharathiyar University, Coimbatore in 1987 (62% marks).

IT SKILLS

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Excellent working knowledge of Tally & MS Office.

TRAININGS ATTENDED & AWARDS

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Negotiation Skills and Personality Development.

Leadership Skills.

Got Best Awards for the Customer Service Excellence, Timely completion of Migration process

PERSONAL DETAILS

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Date of Birth 8th June 1966

Permanent Address 183/6, Kurinji Colony, 12th Main Road 4th Avenue Anna Nagar, Chennai-600 040

Present Address Same as above

Passport No H 4406083

Languages Known English, Tamil and Telugu

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