M. Gangadharan
Bangalore
Summary
Results-oriented Assistant Manager with over 12 years of extensive experience in business operations, customer success, and cross-functional team management. Proven track record in driving operational efficiency, customer retention, and company growth from inception. Skilled in leading and developing high-performing teams to achieve SLAs, KPIs, and client objectives. Demonstrated expertise in optimizing processes, reducing churn, and fostering a culture of continuous improvement. Experienced in capacity planning, performance management, and strategic decision-making to meet evolving business needs. Effective at mentoring and coaching teams, resolving escalations, and implementing employee engagement initiatives. Proficient in quality audits, performance reviews, and successful talent onboarding to support business goals and operational success.
Overview
12
12
years of professional experience
4
4
Languages
Work History
Assistant Manager
Concentrix
09.2021 - Current
- Spearheaded business operations, customer success initiatives, and company growth from inception, driving overall efficiency and profitability.
- Managed cross-functional teams, including customer support, business development, and accounts, ensuring seamless day-to-day operations.
- Led customer success and account management teams, with a focus on reducing churn and driving customer renewals, resulting in increased customer retention.
- Directed and mentored a team of 30 administrators, ensuring compliance with content moderation policies and the achievement of client objectives.
- Developed and executed detailed weekly capacity plans, productivity projections, and team rosters based on business and client needs.
- Prepared and delivered insightful weekly and monthly Business Review (WBR) decks, highlighting team performance metrics, process improvements, and strategic recommendations.
- Oversaw the resolution of customer-reported bugs, ensuring prompt action and effective solutions to maintain high satisfaction levels.
- Championed team performance by providing regular feedback, conducting monthly reviews, and facilitating one-on-one coaching sessions.
- Led recruitment and training initiatives, successfully selecting and onboarding high-performing team members to meet business demands.
- Implemented employee recognition programs, boosting team morale, productivity, and engagement.
- Conducted regular policy audits, ensuring team awareness and adherence to compliance requirements and updates.
Team Leader
ANI technologies
07.2012 - 08.2021
- Leading a team of 25 Associates
- Ensure SLA parameters are met on daily basis for the team
- In case of non-achievement of SLA, need to share the analysis and corrective action plan
- Handling of escalation calls and provide corrective feedback to the agent
- Action plan to be shared on the misses and best practices to be shared with team
- Respond to routine question/queries, both from team members and counterparts
- Mentor and Coach the team
- Conduct team huddles at the beginning of the shift and ensure new updates is cascaded
- Audit transactions and calls as per the quality parameters on the Quality tool and provide corrective feedback to the team members on weekly basis
- Explain Quality parameters, legends of the parameters and expected quality % to the team members
- Conduct Quality session at the beginning on 1st of each month and set expectations
- Manage shift operations
- Rostering of staff as per the forecast for the week
- Maintain Shrinkage % and absenteeism in the team
- Drive rewards and recognition program for the team
- Provide performance feedback to the team on regular basis
- Conduct monthly performance review of the team members and conduct one on one session to discuss the same
- Conduct yearly performance review and appraisal of the team members
- Set expectations for performance expected from the team members
- Escalate any matter of concern to the process manager on an immediate basis
Education
BCom -
United Mission Degree College
11-2012
Secondary Education -
Delhi Board of Secondary Education
06-2009
SSLC -
Vidyanikethan School
03-2007
Skills
Strategic Planning
Thought Leadership
Customer Service
Operations Management
Stakeholder Management
Quality Management
Workforce Management
Process Transition
Fraud Investigation
Google AdWords
Timeline
Assistant Manager
Concentrix
09.2021 - Current
Team Leader
ANI technologies
07.2012 - 08.2021
BCom -
United Mission Degree College
Secondary Education -
Delhi Board of Secondary Education
SSLC -
Vidyanikethan School