Ganesh Prabhu Packrisamy
Senior Program Manager
Chennai
Summary
Versatile Senior Manager specializing in Program management, Product management and Automation and skilled at planning, implementing and overseeing key improvements to drive business growth and efficiency. Started my career in 2004 and 18 years of experience is spread over: 6.5 years in Program management, 7 years in Quality management,3 years in Marketing and Collections and 1.5 years in Software Engineering. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products. Goal-driven with extensive skills in team oversight, deadline management and prioritization.
Overview
18
18
years of professional experience
4
4
years of post-secondary education
Work History
Senior Manager, Program Management
Walmart Global Technology Services India
Chennai
09.2019 - Current
- Manage Image retouch, Automation, Quality and reporting teams on their deliverables
- Build programs/projects to improve productivity, utilization and quality of Image retouch and Image validation team
- Conduct regular reviews with studio teams on inflow, resource allocation and critical deliverables
- Manage automation team that provided excel and web based solutions to delivery, product and quality teams.
- Review automation requirements, prototypes and prioritize the requests based on business critical needs.
- Piloted and scaled quality programs that improves efficiency of audits, identify behavioral issues, perform root cause analysis and build solutions to rectify the issues proactively.
Business Analyst Manager
Amazon Development Center
Chennai
03.2018 - 09.2019
- Manage business analysts from Chennai, London, Japan and Gdansk for daily deliverables
- Team handles major responsibility of producing dashboards in Tableau that serves for Customers, Operations, Training and Quality
- Manage adhoc data requests from these sites within the resources available
- Ensure that SLA for closing these requests and escalate to respective team for any dependency
- Provide automated solutions for reports required at regular frequency
- We provided 24 automated flash reports for world-wide teams
- Enable learning opportunities for the team to grow their knowledge in Tableau, Python and help them manage their cloud system
- Drive global initiatives to reduce cost, improve quality and reduce time and effort
Manager Operations
Amazon Development Center
Chennai
04.2017 - 03.2018
- Manage a team of expert verification
- Drive daily SLA and cross skill resources to handle the incoming volume
- Plan the weekly volume and ensure that the audits are spread among the associates
- Report error patterns back to verification teams and conduct weekly calibrations
- Review the weekly input volume and work on the query to make sampling more stratified to the current needs
Team Manager, Operations
Amazon Development Center
Chennai
03.2016 - 04.2017
- Manage a team of 22 associates and drive daily and weekly SLA
- Handled 3 initiatives and manage all the workflows within the initiative to achieve SLA and quality targets
- Present weekly performance of the team to the management
- Enable associates to do projects that help them grow in their career
- Prepared weekly performance report for all teams for the weekly review
- Promoted within a year from team manager to operations manager
- Mentored and developed 37 associates under my span to next level
Manager, Quality
Firstsource Solutions
Trichy
09.2014 - 02.2016
- Lead quality for the center handling prepaid, postpaid and data related calls
- Drive all the qualitative KPI along with reports and analysis
- Adherence to productivity and governance audit targets
- Track and report 0 – 90 days associate performance
- Report corporate driven projects for the center and conduct regular meetings to improve adherence
- Weekly review with QA’s on their KPI’s, also coach them to meet their KPI’s
Manager, Training and Quality
Mphasis BPO
Pondicherry
10.2012 - 09.2014
- Manage a team of 13 QA’s and 6 Trainers
- SPOC for various projects driven Pan India
- End to End Training management
- Drive performance based projects
- Handle client interaction and meet their expectations
- Monitor team performance and provide timely feedback
- Manage Nesting (0 -30 tenure) – attrition, absenteeism and performance
- Reporting to management on targets and weekly trend (glide path tracking)
Associate Manager
HCL Infosystems
Pondicherry
01.2012 - 10.2012
- Ensure continuity of ISO 9001 and 27001, by monitoring the implementation of policies and procedures
- Drive ISO 9001 and 27001, through regular activities
- Conduct quarterly internal audits, and close the identified gaps with regular follow up of Corrective and Preventive actions planned
- Implement monitoring mechanism for the call board function
- Prepare daily / weekly and monthly reports on the performance of each division under my span
- Suggest and drive new ideas to improve on performance
- Automate reports for better accuracy and reduce the overall report time
- Manage service levels for USD process, which is inbound technical co ordination with customers
- Prepare USD reports for management
Asst Manager, Quality
FIRST SOURCE LTD
Hubli
06.2011 - 01.2012
- Manage a team of 8 QA’s, meeting the monthly audit targets
- Drive the floor by motivational and quality improvement activities
- Derive performance based projects
- Ensure timelines and report adherence
- Handle client interaction and meet targets
- Drive QA variance reduction projects
- Manage product & process update and adherence
- Monitor QA performance on weekly basis and give action plans to improve on defective areas
- Perform dip check and develop governance model on the activities conducted to improve overall performance
Team Leader, Quality
SPARSH BPO SERVICES LTD
Pondicherry
10.2008 - 04.2011
- Manage a team of 15 QA’s, meeting the monthly audit targets
- Handling the quality related activities for the entire circle
- Prepare daily, weekly and monthly reports
- Present analytical reports to top management
- Prepare action plans to improve on overall floor performance
- Generate effective TNA’s for non performers
- Train newly joined QA’s to the current scoring methodology
- Monitor QA performance on weekly basis and give action plans to improve on defective areas
- Drive the floor by motivational and quality improvement activities
Team Leader, Marketing and Collections
Ascent Management Services Pudhucherry
Pondicherry
09.2005 - 09.2008
- Leading a15 member sales team&a collection team of 10members who handle personal loans & collections for CitiBank
- Coordinating a team of tele-callers and direct executives
- Managing Customer interfacing taking care of service and processing issues
- Coordinating data flow between leads team and direct executives
- Supervise the team to achieve individual targets and the team target
Software Engineer
Verizon Data Services India
Chennai
07.2004 - 08.2005
- Worked in Transparent LAN Services (TLS) under Broadband Provisioning systems
- Development and enhancement of various features in TLS
- Post delivery Responsibilities: Bug fixing, that comes from testing and in production
- Handle both client and server side development.
Education
Bachelor of Engineering - Computer Science and Engineering
College of Engineering, Guindy
Chennai 08.2000 - 04.2004
Skills
C/C/Visual Basic/Java/SQL
Ms - Excel macro and automation
Scripting and Scheduling
Data mining, analysis and reporting
Program Management
People Management
Product Management
Quality Tools
ISO 9001 and 27001
Delivery Management
Timeline
Senior Manager, Program Management
Walmart Global Technology Services India
09.2019 - Current
Business Analyst Manager
Amazon Development Center
03.2018 - 09.2019
Manager Operations
Amazon Development Center
04.2017 - 03.2018
Team Manager, Operations
Amazon Development Center
03.2016 - 04.2017
Manager, Quality
Firstsource Solutions
09.2014 - 02.2016
Manager, Training and Quality
Mphasis BPO
10.2012 - 09.2014
Associate Manager
HCL Infosystems
01.2012 - 10.2012
Asst Manager, Quality
FIRST SOURCE LTD
06.2011 - 01.2012
Team Leader, Quality
SPARSH BPO SERVICES LTD
10.2008 - 04.2011
Team Leader, Marketing and Collections
Ascent Management Services Pudhucherry
09.2005 - 09.2008
Software Engineer
Verizon Data Services India
07.2004 - 08.2005
Bachelor of Engineering - Computer Science and Engineering
College of Engineering, Guindy
08.2000 - 04.2004