Benjamin Mark
IT
Bengaluru,KA
Summary
Forward-thinking leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
22
22
years of professional experience
2
2
years of post-secondary education
Work History
Customer Service Manager
Cisco Systems, Inc.
Bengaluru, Karnataka
05.2015 - Current
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Kept accurate records to document customer service actions and discussions.
- Followed through with client requests to resolve problems.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Generated customer satisfaction surveys to analyze results into action plans.
- Took ownership of customer issues and followed problems through to resolution.
- Completed special projects by using effective decision making, critical thinking and time management skills.
Operations Program Manager - Cisco
Randstad
Bengaluru , Karnataka
11.2011 - 04.2015
- Collaborated with business leadership to set priorities based on business needs, resource capacity and risk exposure.
- Provided program management expertise in lean Six Sigma strategies and agile methods, practices and execution.
- Worked with subject matter experts to develop and implement mentoring programs to promote better learner experiences.
- Participated in vendor selection and management process for program initiatives.
- Engaged and worked alongside cross-functional stakeholders to manage strategic initiatives.
- Coached team members on productivity strategies to accomplish challenging goals.
- Managed and supervised administrative and daily program operations, complying with policies and regulations.
- Researched industry best practices in support of training development and program content.
Team Lead - Cisco
Expertus
Chennai, Tamil Nadu
08.2007 - 10.2011
- Coached team members in techniques necessary to complete job tasks.
- Reported on updates to project specifications and progress.
- Developed monthly and daily production output plans to deliver on customer service and financial metrics.
- Analyzed existing systems and databases and recommended enhancements to solve business needs
- Produced quality reports formatted in compliance with data quality standards.
- Used pivot tables to update AR aging reports on weekly basis.
- Reconciled payment variances by gathering data and analyzing claims department reports.
- Automated multiple reporting tasks through creation of reporting tools.
- Served as subject matter expert on call center performance metrics analysis, design, development.
- Prepared monthly ad hoc reporting in alignment with client needs.
- Coordinated monthly meetings to discuss resolutions for exception reporting.
- Managed guidelines for calculations for metrics and analysis.
Trainer, English Language
Global Reality Outsourcing (Accenture)
Chennai, Tamil Nadu
06.2005 - 05.2007
- Scheduled and taught in class and online courses to increase learning opportunities.
- Supported productivity increase and business growth through new hire training and mentoring.
- Tracked attendance and evaluated progress for assigned trainees.
- Built relationships with students to understand obstacles to learning such as difficult home situations, illness or social hurdles.
- Developed effective training plans based on department needs and objectives.
- Recruited and trained new members of guest service team.
- Developed individualized training plans to achieve staff readiness.
- Developed engaging and entertaining presentations to maintain employee attention and improve impact of training.
- Collected information about company objectives and employee deficiencies in order to assess training needs.
- Reviewed effectiveness of programs and proposed updates to maximize success.
- Monitored employee progress and gave feedback to management and additional training requirements.
- Developed training programs to meet company objectives.
- Maintained records on attendance and participation.
- Developed effective training manuals, modules and teaching aids.
- Conducted evaluations and observed employee performance to identify areas of needed improvement.
- Held online and conference call training session to accommodate off- site employees.
- Prepared educational materials such as module summaries, videos and informational packets.
Operations Manager
Southern Offshore Solutions
Chennai, Tamil Nadu
04.2000 - 04.2005
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Spearheaded department training to enhance employee performance and boost employee productivity.
- Formulated processes to reduce downtime and financial loss.
- Partnered with vendors and suppliers to effectively manage and budget.
- Built and reviewed master service agreements to simplify and streamline contract negotiation process.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
- Developed systems to track and log work issues.
- Introduced new methods, practices and systems to reduce turnaround time.
- Reviewed operations reports to understand numbers and trends.
- Led improvement initiatives to advance operational efficiencies and increase revenue.
- Collaborated cross-functionally to refine procedures, devise best practices and enforce quality metrics.
- Increased profit by streamlining operations.
Education
Master Of Business - Public Administration And Services
Madras Christian College
Chennai 06.1997 - 03.1999
Skills
Budgeting and reporting
Inter-department collaboration
Personnel training and development
SAP and ERP system knowledge
Customer-focused
Exceptional interpersonal communication
Technical Support
Schedule Management
Administrative support
Customer Relations
Microsoft Outlook, Word and Excel
Staff education and training
Process improvement specialist
Negotiation expert
Adherence to high customer service standards
Effective problem solver
Excellent time management skills
MS Office expert
Team Building
Training and mentoring
Timeline
Customer Service Manager
Cisco Systems, Inc.
05.2015 - Current
Operations Program Manager - Cisco
Randstad
11.2011 - 04.2015
Team Lead - Cisco
Expertus
08.2007 - 10.2011
Trainer, English Language
Global Reality Outsourcing (Accenture)
06.2005 - 05.2007
Operations Manager
Southern Offshore Solutions
04.2000 - 04.2005
Master Of Business - Public Administration And Services
Madras Christian College
06.1997 - 03.1999