FERROS SANTOSH KUMAR ISSAC
Operation Manager
Chennai
Summary
With over 18 years of professional experience, currently serving as a Senior Operations Manager. Expertise in recruiting, hiring, and training call center personnel. Skilled in preparing performance reports and ensuring team effectiveness. Proficient in customer service resolution, team performance monitoring, implementing operational strategies, and achieving financial targets through budgeting and resource estimation. Possesses strong analytical, problem-solving, decision-making, time management, and interpersonal skills contributing to success in this role.
Overview
24
24
years of professional experience
2012
2012
years of post-secondary education
4
4
Languages
Work History
Operation Manager - Toyota and Hitachi Process
Altruist Technologies Private Limited
12.2021 - 04.2022
- Prepared call center performance reports by collecting and analyzing call agents' data
- Evaluated performance reviews and overall team effectiveness with upper management
- Assisted call agents with challenging customer service issues
- Determined call center operational strategies by evaluating team results and objectives
- Maintained and improved call center operations by monitoring system performance and identifying and resolving problems
- Met financial targets by estimating performance requirements and preparing annual budgets
Assistant Manager
Expert Callers Solutions Pvt Ltd (Gubagoo)
07.2019 - 11.2021
- Provided customer service via chat support for leading car dealerships in the US
- Reduced 35% of initial chat flow regarding frequent and repeated inquiries through automation processes via BOT-enabled canned statements
Assistant Manager
Hinduja Global Solutions (HGS)
03.2018 - 03.2019
Assistant Manager
Hinduja Global Solutions (HGS)
04.2016 - 04.2017
- Led Fixed Line Retention Desk (Domestic) and Mobile Number Portability (MNP) operations
- Managed inbound and outbound shifting, reject unfulfilled commitments, and win-back processes
- Reduced call flow by 20% by enabling automation for customer inquiries via calls and chats
Senior Team Leader (HGS)
Hinduja Global Solutions (HGS)
07.2014 - 03.2016
Team Leader
Sitel India Ltd
03.2011 - 03.2012
Team Leader
Genisys Info. Systems Pvt Ltd
11.2009 - 06.2010
Team Leader
Sutherland Global Services
09.2007 - 10.2009
End of Lease Specialist
Dell Inc
03.2007 - 09.2007
Technical Support Expert
Dell Inc
06.2006 - 02.2007
Quality Control Representative
Progeon Ltd
03.2005 - 06.2006
Process Executive
Progeon Ltd
07.2003 - 02.2005
Logistics Executive
Kobian India Private Limited
10.2002 - 07.2003
Operations Executive
Blue Dart Express Limited
10.1998 - 09.2002
Outdoor Consultant
Sheridan India Private Limited
03.1998 - 09.1998
Education
Bachelor of Science - Physics, Chemistry, and Mathematics
Indira Gandhi Correspondence College
Bachelor of Science - Environmental Science
St. Joseph's Arts & Science College
Skills
Resource Allocation Strategy
Client Relations Management
Business Process Optimization
Proficient in Escalating Issues
Problem-Solving Expertise
Strategic Development
Process Improvement Management
Collaborative Team Management
Strategic Decision-Making
Performance Metrics Analysis
Disclaimer
I hereby declare that the information provided above is true to the best of my knowledge.
Timeline
Operation Manager - Toyota and Hitachi Process
Altruist Technologies Private Limited
12.2021 - 04.2022
Assistant Manager
Expert Callers Solutions Pvt Ltd (Gubagoo)
07.2019 - 11.2021
Assistant Manager
Hinduja Global Solutions (HGS)
03.2018 - 03.2019
Assistant Manager
Hinduja Global Solutions (HGS)
04.2016 - 04.2017
Senior Team Leader (HGS)
Hinduja Global Solutions (HGS)
07.2014 - 03.2016
Team Leader
Sitel India Ltd
03.2011 - 03.2012
Team Leader
Genisys Info. Systems Pvt Ltd
11.2009 - 06.2010
Team Leader
Sutherland Global Services
09.2007 - 10.2009
End of Lease Specialist
Dell Inc
03.2007 - 09.2007
Technical Support Expert
Dell Inc
06.2006 - 02.2007
Quality Control Representative
Progeon Ltd
03.2005 - 06.2006
Process Executive
Progeon Ltd
07.2003 - 02.2005
Logistics Executive
Kobian India Private Limited
10.2002 - 07.2003
Operations Executive
Blue Dart Express Limited
10.1998 - 09.2002
Outdoor Consultant
Sheridan India Private Limited
03.1998 - 09.1998
Bachelor of Science - Environmental Science
St. Joseph's Arts & Science College
Bachelor of Science - Physics, Chemistry, and Mathematics
Indira Gandhi Correspondence College