Annamalai R
Hyderabad
Summary
With over 13 years of experience in telecom, customer service, training, and ISM, I have successfully managed all ISM-related activities on a monthly basis for the account. Additionally, I have handled RCML for the account, overseeing Rplanner and BCP activities on a monthly basis. My focus is always on aligning improvement work with customer business goals. Interacting with clients daily, I efficiently and proactively address service requirements. I have developed backup and optimization plans to tackle service bottlenecks. Furthermore, I have trained new batches on processes in Chennai, Pune, and Hyderabad.
Overview
13
13
years of professional experience
2
2
Languages
Work History
Manager- SDL and ISM
Tcs
02.2024 - Current
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maximized performance by monitoring daily activities and mentoring team members.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Self-motivated, with a strong sense of personal responsibility.
- Enhanced information security by developing and implementing comprehensive policies, procedures, and training programs.
- Coordinated with external vendors to procure cutting-edge cybersecurity tools that enhanced organizational defenses.
- Managed risk assessments to evaluate the organization''s exposure to information security threats.
- Maintained up-to-date knowledge of industry advancements in technology, regulations, and best practices pertaining to information security management.
- Developed incident response plans, enabling quick containment and recovery from cyberattacks.
- Reduced security incidents through proactive monitoring, threat analysis, and incident response planning.
- Actively participated in cross-functional meetings to provide expert guidance on information security matters during project development phases.
- Increased employee awareness of cyber threats with regular security trainings and informative presentations.
- Fostered a strong cybersecurity culture throughout the organization by promoting best practices and open communication channels between departments regarding information security concerns.
- Ensured compliance with industry standards such as ISO 27001 and GDPR through diligent policy enforcement and audits.
- Protected sensitive data by establishing access controls, data encryption measures, and secure network architectures.
- Collaborated with IT teams to ensure timely application of security patches and updates for all systems.
- Analyzed trends in cyber threats to develop proactive countermeasures against emerging attack vectors.
- Improved stakeholder confidence by maintaining transparent communication and providing regular updates on crisis response efforts.
- Maximized efficiency in crisis response efforts through the implementation of advanced technology solutions and tools.
- Conducted regular reviews of existing emergency preparedness strategies, ensuring alignment with legal regulations and industry standards.
- Strengthened relationships with key stakeholders through effective communication of business continuity strategies and objectives.
- Leveraged technology solutions to improve emergency response capabilities, enhancing overall organizational readiness.
- Enhanced operational resilience by conducting thorough risk assessments and identifying potential vulnerabilities.
- Coordinated with external partners such as first responders and local authorities during crisis situations, fostering strong community relations.
- Evaluated third-party vendors for their ability to support company''s resiliency requirements, mitigating potential supply chain risks.
- Conducted post-incident reviews to identify lessons learned and areas requiring improvement in existing plans.
- Ensured regulatory compliance by aligning company policies with industry best practices and guidelines.
- Increased employee awareness on crisis management through regular training sessions and workshops, resulting in a more resilient workforce.
- Streamlined internal processes for incident response, leading to faster resolution times during unforeseen disruptions.
- Minimized downtime during unexpected events by regularly updating and testing disaster recovery strategies.
- Facilitated tabletop exercises and simulations to test the effectiveness of business continuity plans, identifying gaps and opportunities for improvement.
- Directed cross-departmental teams in creating customized contingency plans for each functional area, improving overall organizational agility.
- Improved company''s overall preparedness by developing and implementing comprehensive business continuity plans.
- Reduced financial losses during crises by ensuring timely activation of contingency plans and resource allocation.
- Established a culture of proactive risk management within the organization by promoting best practices in disaster prevention and mitigation.
- Maintained up-to-date knowledge on emerging threats and trends affecting businesses, ensuring timely adaptation of strategies as needed.
- Managed recovery efforts following critical incidents, ensuring timely restoration of essential services while minimizing long-term impacts on the business operations.
- Mentored junior team members in the field of business continuity management, contributing to the development of a highly skilled workforce.
- Collaborated with cross-functional teams to ensure seamless integration of business continuity initiatives across the organization.
- Implemented and optimized competitive business models and pricing.
Asst. Manager
US based automotive dealer Service Company
07.2019 - 01.2024
- Currently working as a delivery manager managing four different team with an overall team strength of 50 associates for a US based automotive dealer Service Company
- Mapping client requirements and coordinating in implementation and development processes in accordance with the guidelines: managing, improving all aspects pf process management
- Managing the project function with key focus on bottom line profitability by ensuring optimum resource utilization
- Evaluating effectiveness of training & development programs, formulating and reviewing training strategy and determining appropriate instructional methodologies and format
- Implementing effective methods to improve the closure %, C-sat improvement; developing new process & procedures to streamline operations and enhance service efficiency
- Executing performance management process including objective setting, development, process improvement and monthly quarterly and annual process reviews
- ISM SPOC for the account managing all the ISM related activity on monthly basis
- RCML for the account managing all the Rplanner & BCP related activities(monthly Grill) for the account
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
- Facilitated clear communication between employees and upper management through regular meetings and updates.
- Generated repeat business through exceptional customer service.
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Developed strong working relationships with staff, fostering a positive work environment.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Maintained a clean, safe, and organized store environment to enhance the customer experience.
Team Leader
06.2014 - 06.2019
- Leading a team of 20 FTE’s to achieve targets on day-to-day basis
- Ensuring that the target set for the NPS is shared with the team
- Designing a GLIDE PATH for an individual & the team to achieve the set targets
- Ensured both processes & communication training is held for the agents
- Ensured the team achieves their targets by monitoring live & recorded calls & providing daily feedbacks
- Maintaining track records for individual & teams overall performance
- Regular meetings and one on ones with agents to ensure job satisfaction, motivation & delivering of results
- Customer feedback (compliments & complaints) is considered & appropriate actions taken to address the same
- Maintaining shift reports & shift hand over reports every day
- Achieving the Quality’ targets by fulfilling the quality requirements
- Updating team login report & attendance sheet
- Managing queue & reporting to Manager Operations
- Work distribution for the entire team related to promoting new products
- Attending internal as well as external client calls in the absence of Delivery manager
- Played a key part in streamlining & optimizing the process
- Key role in the improvement of NPS and achieving the target for the day
- Conducting induction & training sessions for new recruits
- Training the OJT batches & helps them come up the learning curve to be a part of the live floor
- Instrumental for the project initiative for digitalization tool (OIP) which help the process on productivity and cost
- Recipient of ‘Best Team
Process Trainer
05.2013 - 05.2014
- Conducted process training for all staff, Tl’s and DM’s across Pune and Hyderabad
- Conducted TTT for the new process trainers
- Refresher training for the bottom performances to improve the NPS
- Created training modules along with the clients
- Cross trained many sub process within Telstra
- Across sites
Subject Matter Expert
12.2012 - 04.2014
- Documentation such as SOP, process flow chart, training manuals and other process related documentations
- Provide process problem resolution assistance to team via one on one’s and coaching sessions
- Provide coaching & feedback to team members
- Updating procedure in timely manner (process enhancement)
- Provide Leadership Support: Provide onsite leadership support to Quality Representatives, Business Partners/Customers in Australia by providing floor support, answering questions, responding to leadership requests, presenting quality program/initiatives, etc…
- Reporting/Trend Analysis: Analyze and provide weekly/monthly trending analysis to Management staff
- Service Improvement Projects: Participate or lead projects to help drive quality improvements and/or expand services
- Calibration Sessions: Provide support to Tl’s and DM’s by participating and hosting internal/external client calibration sessions
- Standard Works Support: Additional duties include but are not limited to taking phone calls, reviewing Source and emails, attending training, distributing, etc
Process Associate
TCS (Telstra)
01.2012 - 12.2012
- I started my career as a Process Associate with TCS (Telstra)
Education
B.com - undefined
Periyar University
Intermediate - undefined
St’ Joseph Hr sec school
S.S.C - undefined
Skills
Project Management
Roles And Responsibilities
Currently working as a delivery manager managing four different teams with an overall team strength of 50 associates for a US based automotive dealer Service Company., Mapping client requirements and coordinating in implementation and development processes in accordance with the guidelines: managing, improving all aspects of process management., Managing the project function with key focus on bottom line profitability by ensuring optimum resource utilization., Evaluating effectiveness of training & development programs, formulating and reviewing training strategy and determining appropriate instructional methodologies and format., Implementing effective methods to improve the closure %, C-sat improvement; developing new processes & procedures to streamline operations and enhance service efficiency., Executing performance management process including objective setting, development, process improvement and monthly quarterly and annual process reviews., ISM SPOC for the account managing all the ISM related activity on monthly basis., RCML for the account managing all the Rplanner & BCP related activities(monthly Grill) for the account., Leading a team of 20 FTE’s to achieve targets on day-to-day basis., Ensuring that the target set for the NPS is shared with the team., Designing a GLIDE PATH for an individual & the team to achieve the set targets., Ensured both processes & communication training is held for the agents., Ensured the team achieves their targets by monitoring live & recorded calls & providing daily feedback., Maintaining track records for individual & teams overall performance., Regular meetings and one on ones with agents to ensure job satisfaction, motivation & delivering of results., Customer feedback (compliments & complaints) is considered & appropriate actions taken to address the same., Maintaining shift reports & shift hand over reports every day., Achieving the Quality targets by fulfilling the quality requirements., Updating team login report & attendance sheet., Managing queue & reporting to Manager Operations., Work distribution for the entire team related to promoting new products., Attending internal as well as external client calls in the absence of Delivery manager., Documentation such as SOP, process flow chart, training manuals and other process related documentations., Provide process problem resolution assistance to team via one on one’s and coaching sessions., Provide coaching & feedback to team members., Updating procedure in timely manner (process enhancement)., Provide Leadership Support: Provide onsite leadership support to Quality Representatives, Business Partners/Customers in Australia by providing floor support, answering questions, responding to leadership requests, presenting quality program/initiatives, etc., Reporting/Trend Analysis: Analyze and provide weekly/monthly trending analysis to Management staff., Service Improvement Projects: Participate or lead projects to help drive quality improvements and/or expand services., Calibration Sessions: Provide support to TL’s and DM’s by participating and hosting internal/external client calibration sessions., Standard Works Support: Additional duties include but are not limited to taking phone calls, reviewing Source and emails, attending training, distributing, etc., Conducted process training for all staff, TL’s and DM’s across Pune and Hyderabad., Conducted TTT for the new process trainers., Refresher training for the bottom performances to improve the NPS., Created training modules along with the clients., Cross trained many sub-processes within Telstra across sites., Started my career as a Process Associate with TCS (Telstra).
Professional Highlights
- Asst. Manager, 07/01/19, Present
- Team Leader, 06/01/14, 06/30/19
- Process Trainer, 05/01/13, 05/31/14
- Subject Matter Expert, 12/01/12, 04/30/14
- Process Associate, 01/01/12, 12/31/12
Timeline
Manager- SDL and ISM
Tcs
02.2024 - Current
Asst. Manager
US based automotive dealer Service Company
07.2019 - 01.2024
Team Leader
06.2014 - 06.2019
Process Trainer
05.2013 - 05.2014
Subject Matter Expert
12.2012 - 04.2014
Process Associate
TCS (Telstra)
01.2012 - 12.2012
B.com - undefined
Periyar University
Intermediate - undefined
St’ Joseph Hr sec school
S.S.C - undefined
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