Summary
Overview
Work History
Education
Skills
Accomplishments
Hobbies and Interests
Extracurricular Activities
Languages
Affiliations
Timeline
Generic
Balaji S

Balaji S

Chennai

Summary

Dynamic professional with extensive project management experience at Movate, achieving an 83% reduction in customer onboarding processing time through automation initiatives. Demonstrated expertise in quality assurance and communication, leading to improved team performance and heightened client satisfaction. Recipient of multiple awards, including Best Manager and Customer Delight, reflecting commitment to excellence.

Overview

16
16
years of professional experience

Work History

Associate Director- Onboarding

Adit
Chennai
05.2024 - 10.2024
  • Analyzed business performance data and forecasted business results for upper management.
  • Reviewed completed work to verify consistency, quality, and conformance.
  • Generated billing reports to meet strict deadlines.
  • Led and drove collaboration with internal teams and partners to meet expected timelines, budget and quality standards.
  • Provided guidance and support to staff in order to enhance their performance.

TAC Manager

Solarwinds
Chennai
06.2022 - 03.2024
  • Daily operations of Vendor support team in Tech Mahindra 25 Seater

Project Manager

Movate
Chennai
10.2010 - 06.2022
  • Annual Recurring Revenue approx.. 1.8 Million USD
  • Vmware - Carbon Black Security Division
  • Bluecat Networks
  • Cybereason
  • Have been part of projects like Fortinet, PulseSecure and VMware Carbon Black. Have successfully taken ownership of both customer support and technical support team at various levels like hiring, quality control, Audit, Business reviews, Compliance drive, revenue generation etc..
  • During my stint with CSS I was able to incorporate the below major changes into business which led to successful client/ customer experience, better stats and stable business:
  • Customer Onboarding Automation - I was able to work with the Dev team and automate the customer onboarding process which helped reduce the customer onboarding time from 6 hours to 15 mins. This solution was sold as SAAS to the client which generated monthly revenue.
  • Rapid response team - When clients faced high volume of upgrade and downgrade request this was consuming high productive time of L1 and L2 engineers. Created a new layer between customer care team and Technical team (RRT) who would handle only query and upgrade cases, this in return helped us create a pool of resource who can be identified as TSR in future and save lot of time from the existing TSR productivity. Clients acknowledged this approach and approved for billing.
  • 100% successful transition during BCP/ WFH - During many crises I was able to organise successful fallback option to ensure safe and smooth transition of people and business to new infrastructure. Have received explicit emails from the clients acknowledging the same.
  • Career Progression life cycle model - Modules defined with clear time frame, learning topics and assessment cycle for engineer to step up the role. This helped in facing the challenges in backfilling a L2 position at the same time kept the engineer's career motivated.
  • Star of quarter Award X 3
  • Best Manager Award
  • Customer Delight and Talent Management Award
  • Certified internal and External ISO Audit training
  • VMware Carbon Black Project was identified as one of the strongest projects since there was no attrition for 18 straight month - Team size 45

Technical Support Engineer

Sutherland Global Services
Chennai
06.2008 - 12.2009
  • Worked in an inbound technical support (Acer). Had to troubleshoot ACER desktops and upsell warranty programs to ACER customers in US. Have received star of the quarter and awards for best attendance, quality, and productivity

Education

Master of Business Administration -

Annamalai University
12.2010

Bachelor of Business Administration -

Madras University
chennai
02.2008

Skills

  • Leadership Skills
  • Project Management
  • Transition
  • GDPR Compliance
  • Customer Success
  • Communication Skills
  • Quality Assurance
  • Business Reviews
  • Risk Management
  • Training Needs Analysis
  • SOP review and SIP planning
  • Change Management
  • ISO 9001:2008 Complaint Project Management
  • Retention and churn analysis
  • Effective communication and team leading
  • Vendor management
  • Client onboarding
  • Performance metrics
  • Regulatory compliance
  • Key relationship management
  • Performance evaluations
  • Human resources management

Accomplishments

  • Star of quarter Award X 3
  • Best Manager Award
  • Customer Delight and Talent Management Award
  • Certified internal and External ISO Audit training
  • VMware Carbon Black Project was identified as one of the strongest projects since there was no attrition for 18 straight months - Team size 45

Hobbies and Interests

Photography

Extracurricular Activities

Interview Coach, Freelancing, Chennai, Tamil Nadu, 01/01/20, 09/30/24, Training college students on interview skills, Corporate career counseling

Languages

  • English
  • Tamil

Affiliations

  • I am part of community called street Light that helps to enable individuals to enahnce their livelyhood
  • I am tree hugger and loves to work with refurbished furniture and revive it
  • I am passionate headshot photographer as well.

Timeline

Associate Director- Onboarding

Adit
05.2024 - 10.2024

TAC Manager

Solarwinds
06.2022 - 03.2024

Project Manager

Movate
10.2010 - 06.2022

Technical Support Engineer

Sutherland Global Services
06.2008 - 12.2009

Master of Business Administration -

Annamalai University

Bachelor of Business Administration -

Madras University

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Balaji S