Satheesh Kumar B
Chennai
Summary
Dynamic Operations Manager with a proven track record at Ubiquitous Beverages LLP - Frutta, excelling in cross-functional collaboration and operations support. Leveraged excellent verbal communication and data analysis skills to enhance performance monitoring, achieving a 90% quality goal in customer interactions. Recognized for leading a team to national acclaim, showcasing exceptional leadership and operational optimization.
Overview
13
13
years of professional experience
Work History
Operations Manager
Ubiquitous Beverages LLP - Frutta
Bengaluru
09.2022 - Current
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow
- Introduced new methods, practices, and systems to reduce turnaround time
- Developed and maintained relationships with external vendors and suppliers
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service
- Interacted well with customers to build connections and nurture relationships
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness
- Collaborated with management team on long-term strategic planning initiatives for the organization.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
- Created detailed reports on the performance of individual departments within operations.
- Measured and reviewed performance via KPIs and metrics.
- Built strong operational teams to meet process and production demands.
- Analyzed data from daily reports to identify trends in production performance metrics.
Team Leader (Driver Support Operations)
Quess Corp India Pvt Ltd / Client : Uber India Systems
Chennai
10.2016 - 09.2022
- Worked under supervision of Reporting Managers and Senior Managers to help plan and direct work of organization
- Proven skill in identifying and fixing process gaps, improvement opportunities and use of small scale automation, to increase productivity and drive process simplification
- Experience in providing support for data collection, preparing reports, exercising push back & realignment of expectations of Managers
- Offered friendly and efficient service to customers, handled challenging situations with ease
- Monitoring on compliance to Metrics, SLA requirements, QA guidelines, team and personal goals
- Work with Stakeholders / internal teams to improve targets, identify and analyze metrics and help them to perform well
- Developed team communications and information for meetings
- Developed and implemented performance improvement strategies and plans to promote continuous improvement
- Achievement: Lead my team to win the title of the national level campaign for achieving good CSAT responses for provided quality services to our partners
- Won the best TL award in the same event for leading my team to win the title of the campaign
Customer Care Executive
Lister Metropolis Healthcare Diagnostic Center
Chennai
04.2014 - 10.2016
- Professionally answered 85 calls daily for resolving customer queries related to diagnosing their sample's, sample collections from home, report generations, booking appointments for Corporate health check up's
- Coordinated timely responses to online customer communication and researched complex issues
- Updated customer accounts and system database with latest details to support accuracy and efficiency in future interactions
- Listened to customers' questions and concerns to provide answers or responses
- Defused customer concerns with exceptional conflict and problem resolution skills
- Maintained 90% conversion rate on turning incoming calls into scheduled appointments
- Responded to customer inquiries and concerns within set deadlines
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction
- Achievement: Exceeded 90% quality goal by carefully applying scripts and personal knowledge to address and correct problems
- Got lot of appreciation mails for being selected on delivering consistent quality calls
Sr.Executive
Caliber Point Business Solutions
Chennai
09.2012 - 10.2013
- Handled 120 calls per day to address customer inquiries and concerns
- Worked with Vendor's to understand needs and provide excellent service
- Exceeded goals through effective task prioritization and great work ethic
- Identified issues, analyzed information and provided solutions to problems
- Increased customer satisfaction by resolving their issues
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Devoted special emphasis to punctuality and worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately
Telemarketing Sales Representative
Eureka Out Sourcing Pvt Ltd
Chennai
12.2011 - 08.2012
- Generated minimum of 5 new leads each day
- Provided information about available products and services, membership details, and purchase advantages
- Set up appointments with interested customers according to schedule availability
- Completed daily cold calling and outreach to build sales pipeline
- Recorded contact information of customers and potential customers in internal database
- Escalated concerns or advanced problem calls to management staff
Education
B.E - EEE
Ranipet Engineering College
Ranipet05.2007
DEEE - Electrical, Electronics Engineering
Ranipet Institute of Technology
Ranipet06.2004
High School Diploma -
Govt. Boys Higher Secondary School
Katpadi06.2002
Skills
- Excellent verbal communication skills
- Administrative support
- Data analysis
- Operations support
- Performance monitoring
- Performance reporting
- Workflow optimization
- Cross-functional collaboration
- Operations monitoring
Hobbies and Interests
- Very much interested to play and watch cricket.
- Listening Songs and Watching Movies.
Languages
Tamil
First Language
English
Upper Intermediate (B2)
B2
Hindi
Intermediate (B1)
B1
Telugu
Intermediate (B1)
B1
Timeline
Operations Manager
Ubiquitous Beverages LLP - Frutta
09.2022 - Current
Team Leader (Driver Support Operations)
Quess Corp India Pvt Ltd / Client : Uber India Systems
10.2016 - 09.2022
Customer Care Executive
Lister Metropolis Healthcare Diagnostic Center
04.2014 - 10.2016
Sr.Executive
Caliber Point Business Solutions
09.2012 - 10.2013
Telemarketing Sales Representative
Eureka Out Sourcing Pvt Ltd
12.2011 - 08.2012
B.E - EEE
Ranipet Engineering College
DEEE - Electrical, Electronics Engineering
Ranipet Institute of Technology
High School Diploma -
Govt. Boys Higher Secondary School
Similar Profiles
Tina PaulTina Paul
E-Commerce Executive at Chaizup Beverages LLPE-Commerce Executive at Chaizup Beverages LLP
Lance WinterLance Winter
Travelling SEA at -Travelling SEA at -
Paula Andra MateiPaula Andra Matei
Maternity leave at -Maternity leave at -