Summary
Overview
Work History
Education
Timeline
Generic

Ganeshan Narayanan

Manager Operations
New Delhi

Summary

Exceptional Operations Manager focused on successful team building, optimization and operational improvements. Determined to optimize without impacting quality of services. Reliable team player committed to building high-performing teams.

Overview

20
20
years of professional experience
3
3
years of post-secondary education
1
1
Language

Work History

Manager of Operations

Capgemini
Gurgaon
04.2018 - Current
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Introduced new methods, practices, and systems to reduce turnaround time.
  • Set, enforced, and optimized internal policies to maintain responsiveness to demands.
  • Identified and resolved unauthorized, unsafe, or ineffective practices.
  • Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
  • Led hiring, onboarding and training of new hires to fulfill business requirements.
  • Developed and implemented strategies to maximize customer satisfaction.
  • Directed initiatives to improve work environment, company culture or overall business strategy.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Reduced operational risks while organizing data to forecast performance trends.
  • Assisted in recruiting, hiring and training of team members.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.
  • Trained new employees on proper protocols and customer service standards.
  • Reported issues to higher management with great detail.
  • Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.

TAC Manager

Fortinet
Bengaluru
03.2015 - 03.2018
  • Developed suggestions for technical process improvements to optimize resources.
  • Liaised between business and technology units to manage delivery schedules for applications.
  • Managed implementation of new technological improvements resulting in increased efficiency.
  • Prepared status charts for daily management meetings in Excel and PowerPoint.
  • Communicated cross-functionally with technology leaders across analysis, architecture, build, quality assurance, deployment and support teams on project execution.

Team Manager

CSS
Chennai
11.2009 - 12.2014
  • Led employee relations through effective communication, coaching, training, and development.
  • Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
  • Evaluated employee performance on Weekly/Monthly basis and coached and trained 20 team members, increasing quality of work and employee motivation.
  • Established and maintained performance, quality and service standards for professional customer care.
  • Developed performance measurement strategies, identifying areas for improvement.
  • Delivered regular team meetings for aligned work towards common goals.
  • Coordinated team collaboration to share ideas and build best practices.
  • Facilitated meetings to communicate team performance goals and results.
  • Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans, and follow-up procedures.

Senior CSR

Fiserv
NCR
02.2009 - 10.2009
  • Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
  • Recommended solutions to complex situations through research and critical thinking and escalated customer to supervisor for enhanced support.
  • Connected with customers to address questions and resolve issues through phone and email.
  • Participated in ongoing training to learn new products and enhance skills to optimize customer support delivery.

Global Mobility Consultant

CROWN RELOCATIONS UAE
Dubai
03.2008 - 08.2008
  • Support 12 Relocation consultant 4 drivers and a team of 6 mobility consultant with the help of GMS Account manager
  • Single point of contact for the Blue chip Cooperates
  • Help the Transferee settling in Dubai
  • Train the mobility consultant on their customer service skills
  • Enhance their soft skills and communication skills
  • Prepare and execute a process flow to overcome the flaws in the present system
  • Help the QUEST Team (Quality Unrevealed Every Single Time) overcome the errors
  • That affects the business.
  • Meet the cooperates and give presentation to enhance the business opportunities
  • Generate a final report and send to the respective cooperate and the team to analysis
  • Do research about the market trends and the living standards in Dubai to help the cooperates the assignees for expatriation or settling in
  • Take care of export and import.
  • Book containers as per the requirements
  • Document air waybill and sea way bill and collect the necessary document from the customer to before time that the customer experience is satisfactory.
  • Take care of insurance and help the customer get the claim if valid
  • Inform the customer about the free port period and the charges incurred after the free port period.Coordinate with the personal that looks after the shipment clearance

Senior Sales Support Specialist

DELL Computers Inc.,
NCR
05.2006 - 02.2008
  • Interface between the sales team and factory logistics and Customer Care
  • Discuss availability of products with all the teams and inform them about lead time so that they could set the right expectations with customer.
  • Handle Executive Escalation for the site and coach the representatives to avoid escalations
  • Coach sales rep to avoid incidents which affects the business.
  • Scrub data to understand the areas of opportunity and avoid the same mistake which leads to a Free of Cost products (goodwill gestures)
  • Deal with co-operate discount
  • Support the dell premium queue Employ Purchase Plan
  • Single point of contact for all escalations for Europe Middle East and Africa Sales
  • Support the new hires to overcome their learning curve.

Customer Care Office

Convergys India Services Ltd,
NCR
05.2005 - 04.2006


  • Take calls provide customer service and achieve targets set by the client and the organization.
  • Preparing daily sales reports
  • Maintaining logistics of the team.
  • Quality monitors
  • Taking team huddles
  • Take language session
  • Updating team with the latest compliance issue etc
  • Due to quick understanding of business and with relevant work experience started assisting the Team leader in his activities

Team Leader

Magic Auto
NCR
05.2003 - 04.2005
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Mentored and guided employees to foster proper completion of assigned duties.
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.

Education

Bachelor of Arts - Genaral

Delhi University
New Delhi India
03.2001 - 05.2004

No Degree - ➢ Two Years Diploma in Automobile Engineering From

HIET
Chennai India
05.2001 -

Timeline

Manager of Operations

Capgemini
04.2018 - Current

TAC Manager

Fortinet
03.2015 - 03.2018

Team Manager

CSS
11.2009 - 12.2014

Senior CSR

Fiserv
02.2009 - 10.2009

Global Mobility Consultant

CROWN RELOCATIONS UAE
03.2008 - 08.2008

Senior Sales Support Specialist

DELL Computers Inc.,
05.2006 - 02.2008

Customer Care Office

Convergys India Services Ltd,
05.2005 - 04.2006

Team Leader

Magic Auto
05.2003 - 04.2005

No Degree - ➢ Two Years Diploma in Automobile Engineering From

HIET
05.2001 -

Bachelor of Arts - Genaral

Delhi University
03.2001 - 05.2004

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Ganeshan NarayananManager Operations