Sankara Narayanan

Seasoned Operations Manager and talented leader with 12+ years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.

· Analyzed data to identify potential up-sell opportunities for new clients, leading to $50k in incremental sales

· Created a coaching strategy for sales development representatives, leading to a new business performance that was 20%above plan for 2022

· Identified manually intensive data collection tasks for the Mentor team, and worked with engineering to launch tools that reduced manual work by 120 hours each month

· Delivered business improvement initiative plans and achieved defect prevention percentage of 98% on continuous basis and helped in streamlining the QA process

· Raised customer satisfaction by 10% within 2 months, exceeding client target

· Distinction of saving $23k in six months period by auditing and streamlining the process and preparing an SOP for refunds, thereby minimizing the refunds, and saving money

· Achieved 10% improvement in Operations Quality metrics with continuous improvement and establishing new processes that improves the customer satisfaction

· Identified the Focus group front-liners and conducted brainstorming sessions on a weekly basis and highlighted the improvement opportunity areas that helped the operations team to increase their SLA percentage by 10% and reduced the business escalations by 10%

· Critically evaluated information gathered from multiple sources and decomposed high-level information in order distinguish and prioritize user requests, decreasing resolution times for critical requests by 22% on average.

· Received multiple appreciations from Nationwide management for delivering business improvement plans with excellent quality and constructive partnership