Saravana Rajkumar S.
Transitions And SAP Data Management
Coimbatore
Summary
Versatile, accomplished professional with 20 years of rich experience with global corporations seeking a senior management assignment to leverage multifaceted competencies and deliver outstanding, value-adding results aligned to corporate goals and objectives.
Overview
19
19
years of professional experience
3
3
Languages
Work History
Supervisor Operations - Brand Protection and Brand Services
Opsec Security
Coimbatore
04.2024 - 08.2024
- Company Overview: Brand Protection and Brand Services Company
- Manage a delivery team providing service to clients in the Brand Protection business line ensuring achievement of performance standards.
- Monitor and ensure achievement of service level agreement (SLA) metrics including production targets, quality and KPIs.
- Brand Protection and Brand Services Company
Service Delivery Manager - Media Monitoring Operations
Cognizant Technology Solutions
Coimbatore
04.2022 - 02.2024
- Company Overview: CTS is a global multinational information technology services and consulting company
- Manage a delivery team providing service to clients in the media monitoring business line ensuring achievement of performance standards.
- Monitor and ensure achievement of service level agreement (SLA) metrics including production targets, quality and KPIs.
- Identify and report variances and misses in SLAs to the Director and onshore client partners.
- Support team leaders in the adoption of innovative techniques for managing and monitoring the process.
- Drive initiatives to streamline the process including identification of gaps and developing solutions utilizing DMAIC methodology.
- Coordinate the development and implementation of effective business continuity plans (BCP) for mitigating process and business risks.
- Formulate and implement talent management and retention plans including succession planning and career progression for team members.
- CTS is a global multinational information technology services and consulting company
Customer Service Manager - CSIN-Dart Operations
Amazon Development Center
Coimbatore
04.2017 - 03.2022
- Company Overview: Amazon is a multinational technology company focusing on e-commerce, cloud computing, digital streaming and artificial intelligence. Amazon Development Center provides the backbone for core operations related to software, support services and retail services
- Earned the coveted People Manager award for Q4 2020 as well as in the first quarter after joining the company.
- Managed operations delivering consistent results meeting targets related to team scores and connection scores for 19 consecutive months.
- Led the successful implementation of the DOP project and earned the Network Achiever award in August 2020.
- Delivered Tamil training to 120+ CSAs across CJB 10.
- Managed a team of 50 subject matter experts (SME) and supervised delivery of customer service in the assigned business line.
- Implemented plans to attain sustain and enhance predefined skill goals and monitored team performance to over-exceed targets and objectives.
- Performed call monitoring, identified skill gaps amongst CSAs and provided feedback and support for improving the skill matrix enhancing productivity and efficiency.
- Managed all aspects of employee engagement and implemented plans for talent retention.
- Drove process improvements and revised KPIs related to service delivery to enhance customer experience.
- Amazon is a multinational technology company focusing on e-commerce, cloud computing, digital streaming and artificial intelligence. Amazon Development Center provides the backbone for core operations related to software, support services and retail services
Assistant Manager - Operations (Data Management)
VWR International LLC
Coimbatore
08.2007 - 02.2018
- Company Overview: VWR provides an integrated seamless purchasing experience to clients in the life sciences, healthcare and education sectors to source mission-critical products and services
- Ensured delivery of high quality services to outbound customers in the areas of data management and customer master data.
- Implemented a staffing and dialer strategy to optimize staff delinquency and outbound productivity involving coaching, mentoring and feedback.
- Attended 45-day training at the VWR HQ in Radnor PA USA on SAP ERP implementation.
- Led the execution of Project Eagle for implementation of SAP ERP and improve customer experience in the data management business line.
- Represented VWR Lab Products, Coimbatore at a global sales conference in Darmstadt Germany.
- Provided overall guidance to 4 teams, training team leads and supervisors for optimizing job process and improving performance.
- Drove initiatives for process enhancements including mapping of business requirements and translating them into functional specifications.
- Contributed to process development/improvement by conducting system studies and coordinating system design, implementation and integration activities.
- Led human resources management (HRM) activities including hiring, coaching and mentoring of the team; monitored performance and provided valuable feedback to improve efficiency and productivity.
- Supported the 4 teams as the point of contact with onshore counterparts and other stakeholders for process improvements and efficiency enhancement.
- Established key performance indicators (KPI) and facilitated process improvements for enhancement of customer experience.
- VWR provides an integrated seamless purchasing experience to clients in the life sciences, healthcare and education sectors to source mission-critical products and services
- Oversaw daily cash reconciliations, ensuring accurate financial reporting and minimizing discrepancies.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
Team Leader
Aegis BPO Services
Coimbatore
10.2006 - 08.2007
- Led a 28-member team comprising of agents and subject matter experts (SME) and managed the entire prepaid customer base for Tata Telecom Services.
- Supervised and ensured delivery of quality customer service including responding and resolving customer queries, requests and issues within approved timeframes.
- Conducted weekly team meetings to review performance and produce plans for future work schedules.
- Trained the team on new offers and promotions for all categories of prepaid customers offered by Tata Telecom Services and provided coaching and mentoring to enhance productivity and deliver results aligned to corporate targets.
- Recommended soft skills development programs for new hires, ensured adoption of competencies acquired at work, provided feedback on program effectiveness and enabled transparent review of acquired talents.
- Assessed employee satisfaction levels through tools including employee surveys and recommended live monitoring of calls to improve operational efficiency.
Process Associate
AOL (BNG)
Bangalore
10.2005 - 10.2006
- Won the 'Braggin' AOL' Award for continuously meeting service levels in one quarter in 2006.
- Received a Management Award for exemplary customer service from the Senior Manager, Member Award Services (MAS), AOL in 2005.
Education
Masters - Hospitality & Tourism Management
Merit Swiss Asian School of Hotel Management
OotyBachelor - Corporate Secretaryship
PSG College of Arts & Science
CoimbatoreSkills
Operations Management
SAP Implementation
Process Transitions
Legacy System Migration
WD Implementation
Media Monitoring Ops
People Management
Client Management
Talent Acquisition & Retention
Process Transition
Customer Experience
Data Analytics and Reporting
SLA Management
Performance Optimization
Conflict Resolution
Risk Management
Project Management
Training & Capacity Building
Data Management
Media Monitoring
Budgets and Cost Control
Strategy Planning and Execution
Stakeholder Relations
Teambuilding and Leadership
Personal Information
- Date of Birth: 09/17/79
- Nationality: India
Accomplishments
Train the Trainer by SAP Implementation Specialists at Radnor PA.
DISC profiling for work.
WD -Allocation and Implementation for core teams, direct and indirect.
Z Modules on SAP
Timeline
Supervisor Operations - Brand Protection and Brand Services
Opsec Security
04.2024 - 08.2024
Service Delivery Manager - Media Monitoring Operations
Cognizant Technology Solutions
04.2022 - 02.2024
Customer Service Manager - CSIN-Dart Operations
Amazon Development Center
04.2017 - 03.2022
Assistant Manager - Operations (Data Management)
VWR International LLC
08.2007 - 02.2018
Team Leader
Aegis BPO Services
10.2006 - 08.2007
Process Associate
AOL (BNG)
10.2005 - 10.2006
Masters - Hospitality & Tourism Management
Merit Swiss Asian School of Hotel Management
Bachelor - Corporate Secretaryship
PSG College of Arts & Science