Anand Kirubanidhi

Assistant Manager (2024 - Present):

• Coordinated daily operations and workflow across multiple departments.
• Trained new staff on operational best practices and company standards.
• Organized and planned operational activities to ensure efficiency and productivity.
• Collaborated with other departments to ensure the timely completion of projects.
• Provided guidance and training to team members to improve their skill sets.

SCHEDULING REPORTER (2016–2024):

• Collect program schedules and their related metadata from TV channels, then input that metadata into an application or tool to send the information to the customer's TiVo DVR.
• Handled top TV networks from North America (Warner channels - HBO, CNN, Travel Channel, TNT, TBS, Discovery, Paramount channels - Showtime, Canadian networks - CBC, Global, and a few other affiliate channels of ABC, CBS, NBC, and FOX).
• I worked on both manual and automation processes, as well as on the QA team for the OTT project.
• Worked on an additional project (along with the usual workflow) for the new product, TiVo Stream 4K.

• Managing and assisting 10 agents on the team.
• Guiding them to resolve customer complaints or answer customers' questions regarding their orders, products, policies, and procedures.
• Assist the team members in managing difficult or complex issues and resolving escalated complaints or disputes..
• Verify and review (QA) the emails handled by agents to check for any fraudulent or duplicate customer accounts, as well as their orders, to ensure everything complies with the company's policies and standards.
• Monitor customer transactions to assist team members with time management and multitasking skills, helping them achieve their daily metrics, and drive better performance.
• Reporting teams' performance and statistics to reporting managers.
• Providing up-to-date information and updates about products, including new launches, prices, availability, and price-matching policies, helps in resolving customer issues more effectively.
• Received an award for adhering to 100% attendance and a few awards for both team and individual performances in the Amazon.ca process at Sutherland Global Services.