Sanal Nair
Ahmedabad
Summary
Results-driven Manager with 15 years of experience in customer service, operations, and technical support. Expertise in process improvement, performance management, and incident resolution within global organizations. Focused on driving operational efficiency and fostering high-performing teams while ensuring SLA adherence. Known for developing productive relationships and managing team goals in fast-paced environments.
Overview
18
18
years of professional experience
Work History
Manager – Continuous Services (Technical)
The Logic Factory India Pvt Ltd.
07.2023 - Current
- Oversaw performance and progress of Continuous Service department, including first line support (Service Desk Engineers) and second line support (Technical Applications Engineers), measured by resolution SLA adherence, CSE scores, and team efficiency.
- Managed incident and ticket resolution processes to ensure timely support.
- Coordinated escalation processes to address potential issues, collaborating with senior management and client executives to identify and resolve concerns or opportunities.
- Initiated, recognized innovative ideas for improvements, and participated in enhancement programmes to improvise and stabilize our Hosting architecture.
- Work with the CS management on standardizing processes to enhance efficiency.
- Contributed to CS budget formation and planning for the next year.
- Along with other TMs, set up training and knowledgebase for the First Line Support. Empowered them to solve basic tickets while Second Line Support Team could focus on complex tickets.
- Coached the team member, understood when to instruct and delegate and supplied guidance.
- Developed individual and team growth plans aligned with organizational KPIs and individual certification targets.
- Ensured quality work delivery to customers as per their contract.
Assistant Manager – BFSI Operations
Tata Consultancy Services
06.2019 - 07.2023
- Client relationship management
- Setting performance goals for team
- Performance Management
- Led initiatives for process improvement, driving operational excellence across teams
- Monitored service level agreements and turnaround times
- Streamlined escalation processes for customer issues, enhancing resolution timelines
- Conducted root cause analysis for quality evaluations to identify improvement opportunities
- Regular coaching, feedback and team briefings
- Daily, weekly and monthly MIS reporting
- Project Management activities of routing, reporting, coordinating and communicating with senior management.
- Resourcing requirement planning
- Monitoring the production, quality as per SLAs
- Organizing & participating in support calls held with onshore team, application & different technology teams
- Interact; develop relationships and follow-up with onshore teams
- Supported client requirements for ad hoc requests and process changes. Quality assessments, quality management and quality trend analysis; using 7 quality tools Quality calibration with onshore partners
- Compiled ISO compliance reports for quality management (Issue log, error log, information inventory etc.)
- CMMI, RCSA, SLA management
- Oversaw team dynamics and performance
- CMMI, RCSA, SLA management
Team Lead Operations – Imaging Payer Dept
Advantmed India LLP
07.2018 - 06.2019
- Develop a high performing workforce
- Managed costs effectively to maintain budgetary compliance
- Ensure effective allocation and utilization of resources across the team
- Optimal utilization of resources
- Measure performance of the team against SLAs and KPIs
- Long-term planning including an initiative geared approach towards operational excellence
- Operational strategizing
- Process defining, implementing and monitoring
- Assessed training needs to enhance team skills and performance
- Conducted coaching sessions addressing task execution and behavioral development
- Motivate and coach the team towards achieving goals
- Conduct coaching sessions with the team and SMEs focusing both on tasks and behavioral issues
- Fostered a culture of empowerment and professionalism within the team
- Breaking down silos to create integrated processes
- Define and document customer business functions and processes
- Determined staffing needs based on operational demands
- Oversaw shift schedules to ensure adequate coverage
- Risk management
- Keep the team informed of strategic developments within the business area
- Formulate long term plans for the development of the team
Team Lead Operations (Decision Effectiveness Trained)
Vistaprint Technologies Pvt. Ltd. (Cimpress, India)
02.2016 - 05.2018
- Motivating and coaching team members to achieve and maintain KPI targets and behaviors through continuous monitoring, assessment and feedback
- Consistently and effectively reporting on individuals’ challenges & successes by looking at and reporting trends and suggesting appropriate actions to support findings and goals (KPIs, Attendance Management, Schedule Adherence)
- Created corrective plans to ensure individuals meet objectives. and effectively communicate corrective plans/PiP to ensure that individuals meet objectives.
- Set/ clarify requirements and expectations for team members. Ensure disciplinary actions for employees occur in a transparent, accurate and timely manner.
- Improved existing processes for workflows at Production Support by implementing creative solutions to challenges faced by customers and team members.
- Introducing improvements to processes for workflows available at Production Support
- Providing supervision, mentoring and training to team of Design Artists.
- Developing team for improvement of skills/competencies/behaviors of the role
- Resolved escalations from team members, customers, and manufacturing locations, ensuring timely and effective solutions.
- Ensure high compliance to operational processes.
- Identified and addressed issues faced in manufacturing facilities. faced in manufacturing facilities and provide necessary feedback.
- Proactively raise issues regarding systems, tools and performance to relevant teams for quick and accurate resolution.
- Demonstrates a positive attitude, leads and facilitates change and models professionalism in all contacts.
- Supported and assisted with the hiring process.
Back Office Operations
Space Stem Pvt. Ltd.
04.2015 - 12.2015
- Developed and issued invoices for prescribed orders, enhancing billing accuracy and customer satisfaction.
- Streamlined management of incoming emails and faxes from customers, ensuring timely forwarding to designated teams for processing.
- Interacted with customers to address queries related to products and orders.
- Provided live chat support for Church Pharmacy customers, addressing inquiries and resolving issues to improve overall customer experience.
- Managing manifest & tracking of Daily Parcels.
- Conducted quality control and quality assurance testing on in-house software to ensure functionality.
- Assist and coordinate with sales and marketing teams.
- Perform competitor product analysis and prepare reports.
- Web search & Data mining work to find out new customers for Church Pharmacy.
Customer Service – Chat Operations
Etech, Inc.
03.2013 - 03.2015
- Provided detailed information about services and assisted customers in placing online orders for home phone, TV, and internet services.
- Addressed customer objections and grievances effectively.
- Maintain a proper conversion rate and a Customer Satisfaction rate of above 85%
- Analyzed customer preferences through surveys and feedback forms. to offer tailored online deals.
Sr. Process Executive (Band I)
Vodafone India Services Pvt. Ltd. (VISPL)
09.2012 - 03.2013
- Analyzed customer data to identify product demand trends and submitted weekly reports to Team Leader.
- Maintain a Customer Satisfaction rate by 85%
- Identified and addressed customer questions, concerns, and requests.
- Responded to customer emails with tailored solutions.
- Share the products and services offered and provide them with the best services available.
- Handle 80+ emails on a daily basis.
Floor Supervisor Operations
Mednautix Outsourcing Pvt. Ltd.
04.2008 - 08.2012
- To manage a team of 54 Customer Service Executives delivering first class, professional customer service to the Client (ExamOne, A Quest Diagnostics Subsidiary, USA) and a high quality front line service to the Insurance Companies based in the USA.
- To ensure that the team follows established procedures for each service request, including logging, processing and progress chasing enquiries, adhering to agreed Key Performance Indicators (KPIs), Service Level Agreements (SLAs) and quality standards to maximize customer satisfaction.
- Taking responsibilities for the everyday running of the shift, preparing daily rosters and solving immediate customer problems.
- Reported to and represented the Operations Manager/Project Manager, meeting regularly to discuss new developments, issues, and relevant team matters.
- To ensure statistical information is produced, collated and analyzed on a daily basis to assist in evaluating the efficiency of the team and to inform resource allocation and service improvements.
- Supported Operations Manager/Project Manager in developing and implementing technology and systems for optimal use of new technology and opportunities.
- Facilitated conference calls with clients to ensure clear communication and effective discussion of project updates and necessary process improvements.
- Coordinated with various departments including top-level management, data entry, imaging, human resources, accounts, administration, housekeeping, and security.
- Executed responsibilities of Customer Service Executive, addressing client inquiries and resolving issues promptly. to maintain high levels of customer service.
Education
Bachelor of Business Administration -
Hemchandracharya North Gujarat University
Patan, Gujarat06-2008
Higher Secondary Certificate -
Gujarat Secondary & Higher Secondary Education Board
Gandhinagar, Gujarat03-2005
Secondary School Certificate -
Gujarat Secondary Education Board
Gandhinagar, Gujarat04-2002
Skills
- Incident & Escalation Management
- Crisis Management
- Quality management
- Process standardization
- Process optimization
- Change management
- Client management
- Stakeholder management
- Cross-functional teamwork
- People & Team Management
- Coaching and mentoring
- Decision making
- Technical tools proficiency
PERSONAL INFORMATION
Mother Tongue : Malayalam, Languages Known : English, Hindi, Gujarati, Malayalam
HOBBIES AND INTERESTS
Music: Hip Hop, Rap, Bollywood, Movies: Bollywood, Hollywood, Internet surfing, Travelling, Cooking
Disclaimer
I hereby declare that all the information furnished above is true to the best of my knowledge and belief. I will do my duties to the best of my ability. Thank you, Sanal Nair
Timeline
Manager – Continuous Services (Technical)
The Logic Factory India Pvt Ltd.
07.2023 - Current
Assistant Manager – BFSI Operations
Tata Consultancy Services
06.2019 - 07.2023
Team Lead Operations – Imaging Payer Dept
Advantmed India LLP
07.2018 - 06.2019
Team Lead Operations (Decision Effectiveness Trained)
Vistaprint Technologies Pvt. Ltd. (Cimpress, India)
02.2016 - 05.2018
Back Office Operations
Space Stem Pvt. Ltd.
04.2015 - 12.2015
Customer Service – Chat Operations
Etech, Inc.
03.2013 - 03.2015
Sr. Process Executive (Band I)
Vodafone India Services Pvt. Ltd. (VISPL)
09.2012 - 03.2013
Floor Supervisor Operations
Mednautix Outsourcing Pvt. Ltd.
04.2008 - 08.2012
Bachelor of Business Administration -
Hemchandracharya North Gujarat University
Higher Secondary Certificate -
Gujarat Secondary & Higher Secondary Education Board
Secondary School Certificate -
Gujarat Secondary Education Board