ARUL GABRIEL BENJAMIN
Chennai
Summary
Results-oriented Team Manager with expertise in backlog elimination and workflow optimization. Focused on performance coaching and strategic decision-making to enhance customer satisfaction and drive revenue growth. Skilled in cross-functional leadership, fostering collaboration to improve operational efficiency.
Overview
18
18
years of professional experience
3
3
Certifications
Work History
Team Manager
Movate Technologies
08.2022 - 10.2024
- Leadership: Led 24-member team supporting Netgear, Belkin, and 3rd-party networking across APAC, EMEA, and LATAM.
- Revenue: Exceeded all sales quotas, generating $10k+ monthly via premium contract upsells and fresh sales.
- Performance: Consistently achieve 85% Case Closure and 99% Documentation accuracy while driving CSAT/NPS targets.
- Backlog Elimination: Cleared 100% of historical aged tickets through aggressive backlog management and remote troubleshooting.
- Backlog & Queue Management: Restored operational stability by clearing a high-volume aged ticket backlog while simultaneously maintaining 85% closure rates on incoming live tickets.
- Live Operations: Managed real-time ticket flow, maintaining customer SLAs during backlog recovery.
- Workflow Optimization: Implemented a "L2.5" triage system to prioritize urgent live issues without compromising the resolution of stagnant cases.
- Operations: Led WFM activities for Roku, including forecasting, real-time adherence, and MIS reporting (WBR/MBR).
Team Manager
Tech Mahindra
02.2018 - 01.2022
- Backlog & Queue Strategy: Executed dual-track management strategy to reduce aged BOH ticket debt while ensuring 100% service levels on incoming live volume.
- Workforce Optimization: Monitored intraday call volumes and staffing levels; realigned agent skills and optimized break schedules to reduce abandoned call rates.
- Resolved backlogged BOH tickets and escalated issues to enhance service response times.
- Reporting & Analysis: Published WBR/MBR and hourly performance reports; issued real-time alerts for schedule adherence impacts and outage remediation.
- Sales & Client Relations: Identified high-potential leads via cold calling and networking to build a robust pipeline; maintained direct client rapport to sync multi-site updates.
Sr.Tech Support Executive
Sutherland Global Services
02.2016 - 12.2017
- Advanced troubleshooting: Delivered remote technical resolution for ISP-related issues for Canadian customers, enabling effective ticket hand-offs to field engineering teams.
- Backlog management: Led "Aged Ticket" management for BOH (Back Office) team, prioritizing and resolving high-tenure cases to enhance turnaround time.
- Led strategic initiatives to improve operational efficiency across multiple departments.
- Developed and implemented training programs for staff to enhance performance and skills.
- Collaborated with cross-functional teams to streamline processes and optimize resource allocation.
Technical Support Executive
Sutherland Global Services
07.2011 - 12.2013
- Resolved complex security and software issues for U.S.-based customers through remote technical support for McAfee Antivirus, enhancing customer satisfaction and product reliability.
- Diagnosed software and hardware problems using troubleshooting tools.
- Collaborated with team to resolve complex customer inquiries efficiently.
- Assisted customers with technical issues via phone and chat support.
Credit and Collections Analyst
Flextronics Global shared services center
06.2007 - 06.2008
- Managed accounts receivable functions, focusing on credit, collections, and intercompany payment reconciliations to streamline cash flow.
- Managed collection processes to ensure timely payments from clients.
- Resolved complex payment discrepancies and intercompany queries, ensuring accurate ledger maintenance and facilitating timely cash flow.
- Analyzed credit data to assess customer creditworthiness and risk.
- Reviewed account statements to identify discrepancies and resolve issues.
Customer Support Executive
CEEQUENCE
01.2007 - 06.2007
- Assisted customers with inquiries and resolved issues promptly.
- Managed customer accounts and updated information accurately.
- Coordinated communication between departments to enhance service delivery.
- Marketed competitive mobile solutions and devices to UK consumers, achieving performance targets.
- Conducted high-volume cold calling to identify and qualify prospects for Vodafone mobile plans and hardware, enhancing lead generation efforts.
Education
Bachelor - Business Administration
ANDHRA UNIVERSITY
Andhrapradesh01-2024
Diploma - Electronics and Communication engineering
MEENAKSHI KRISHNAN POLYTECHNIC COLLEGE
Chennai01-2007
Higher Secondary school -
ST.MARY'S HIGHER SECONDARY SCHOOL
Tirunelveli01-2004
Secondary school leaving certificate -
GOVERNMENT HIGHER SECONDARY SCHOOL
Chennai01-2002
Skills
- Cross-functional leadership
- Team collaboration
- Critical decision-making
- Stakeholder engagement
- Coaching mentorship
- Organizational agility
- Workflow optimization
- Data analysis
- Collaborative relationship management
Disclaimer
I hereby certify that the information provided is true and complete to the best of my knowledge. I understand that any misrepresentation may lead to disqualification or dismissal. As a candidate, I am committed to fostering a culture of integrity, professional excellence, and collaborative success within the organization.
Personal Information
Date of Birth: 02/27/85
Languages
- English
- Hindi
- Tamil
- English
- Hindi
Certification
Foundation of Project Management
Timeline
Team Manager
Movate Technologies
08.2022 - 10.2024
Team Manager
Tech Mahindra
02.2018 - 01.2022
Sr.Tech Support Executive
Sutherland Global Services
02.2016 - 12.2017
Technical Support Executive
Sutherland Global Services
07.2011 - 12.2013
Credit and Collections Analyst
Flextronics Global shared services center
06.2007 - 06.2008
Customer Support Executive
CEEQUENCE
01.2007 - 06.2007
Bachelor - Business Administration
ANDHRA UNIVERSITY
Diploma - Electronics and Communication engineering
MEENAKSHI KRISHNAN POLYTECHNIC COLLEGE
Higher Secondary school -
ST.MARY'S HIGHER SECONDARY SCHOOL
Secondary school leaving certificate -
GOVERNMENT HIGHER SECONDARY SCHOOL