Gopi Kumar
Chennai
Summary
Dynamic operations and client services professional with a proven track record, enhancing customer satisfaction and streamlining operations for growth. Expert in risk management and project lifecycle, with exceptional communication skills, leading to significant efficiency improvements and revenue development. Passionate about employee engagement and business planning, driving substantial organizational achievements. Seasoned Project Manager with experience in executing complex projects within diverse industries. Proven ability to drive teams towards achieving project goals while adhering to timelines and budgets. Demonstrated strengths include strategic planning, risk management, and stakeholder communication. Past work has resulted in successful project completion, improved efficiency, and significant cost savings.
Overview
12
12
years of professional experience
Work History
Client/Project Manager, Client Services
RR Donnelley Marketing Business Company
Chennai
04.2023 - Current
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients
- Delegated tasks to existing support team members. Organized daily workflow, and assessed appropriate staffing to provide optimal service
- Payment, Billing team POC for the account
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity
- Furnished project updates to various stakeholders, informing on strategy, adjustments and progress. Negotiated with project stakeholders or suppliers to obtain resources or materials
Operations Manager
Concentrix Technologies
Chennai
09.2021 - Current
- Process Name - ROKU
- Handling the team of 80 HC - US International technical voice process. 4 Team managers, 6 SME's, 2 QA's and a process trainer
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines. Increased profit by streamlining operations
- Identified procedure or process changes required to improve performance and productivity. Staffing requirements, interviewing, hiring, and training new employees, or overseeing personnel processes
- Presenting the weekly business review with clients, MBR, and QBR
Associate Team Manager
Sutherland Global Services
Chennai
11.2018 - 08.2021
- Process Name - Amazon Retail, Seller & Vendor Support.
- Handled a team of 40 to 60 HC across multiple regions (US, UK & CA) under different support contact platforms (Chat, Phones & Email).
- Identified the low performing metrics, took it as a project and completed it successfully. Helped improving the metric scores and client benefits (Financially).
- Bottom Quartile management- Associate Error reduction &
Metric Performance Improvement. WFM, Weekly business
Review, Daily Client audit, One on one team discussion,
coaching. Client Interaction - performance, Service level,
Escalations. - Led projects and analyzed data to identify opportunities for improvement. Participated in team-building activities to enhance working relationships.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor. Identified issues, analyzed information and provided solutions to problems.
- Offered friendly and efficient service to customers, handled challenging situations with ease. Used critical thinking to break down problems, evaluate solutions and make decisions.
Associate, Process Mentor, Subject Matter Expert
Sutherland Global Services
Chennai
08.2012 - 10.2018
- Worked varied hours to meet seasonal and business needs
- Supported enterprise and business goals by introducing new product and service offerings. Kept detailed records of daily progress to identify and correct areas needing improvement
- Facilitated product development with implementation of standard best practices. Coached other team members on selling techniques and customer service tactics to meet daily sales goals
- Maintained confidentiality on projects, with clients and regarding corporate data to alleviate data breaches
- Liaised with customers to assist with computing operations and resolve concerns. Created solutions for customers to satisfy specific needs, quality and budget
Education
Bachelor of Engineering Technology - Electrical, Electronics And Communications Engineering
Arignar Anna Institute of Science And Technology
ChennaiSkills
- Project development and lifecycle
- Risk analysis and management
- Cost reduction strategies, revenue development
- Operations management, customer relations & Communication specialist
- Employee Engagement
- Business development and planning
- Payment reconciliation expertise
Languages
Telugu
First Language
English
Proficient (C2)
C2
Tamil
Proficient (C2)
C2
Timeline
Client/Project Manager, Client Services
RR Donnelley Marketing Business Company
04.2023 - Current
Operations Manager
Concentrix Technologies
09.2021 - Current
Associate Team Manager
Sutherland Global Services
11.2018 - 08.2021
Associate, Process Mentor, Subject Matter Expert
Sutherland Global Services
08.2012 - 10.2018
Bachelor of Engineering Technology - Electrical, Electronics And Communications Engineering
Arignar Anna Institute of Science And Technology
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