Sathish Armugam
Bengaluru
Summary
Dynamic Assistant Manager at Gallagher Center of Excellence, adept at driving customer satisfaction and retention through strategic data analysis and performance metrics. Proven track record in talent acquisition and development, leading a team of 25 to enhance operational efficiency and client relationships. Proficient in MS Office Suite for informed decision-making.
Overview
11
11
years of professional experience
Work History
Assistant Manager
Gallagher Center of Excellence
Bengaluru
05.2014 - Current
- Successfully led and mentored operations team of over 25 members to foster accountability and performance.
- Implemented Average Handling Time benchmarking to enhance Customer Satisfaction scores and operational efficiency.
- Delivered high-quality customer service management, strengthening client relationships through process presentations and performance metrics.
- Managed diverse managerial reports to drive informed decision-making and operational improvements.
- Leveraged advanced MS Office skills to support strategic decision-making with data-driven insights.
Education
Bachelor of Commerce -
Bengaluru University
Bengaluru, India01.2013
Skills
- Talent acquisition and development
- Customer satisfaction and retention
- Delegation and task management
- Resource allocation and capacity planning
- Data analysis and data-driven decision making
- Customer-centric leadership
- Client onboarding and support
- Performance metrics and KPIs
- Budgeting and cost control
- MS Office Suite (Excel, PowerPoint, Word)
Languages
English , Kannada , Tamil
Hobbies and Interests
Travelling and Chess
Accomplishments
- Successful Client Onboarding: Led seamless client onboarding initiatives by implementing structured training and support processes, resulting in a 50% improvement in client satisfaction scores.
- Process Transition & Optimization: Spearheaded the end-to-end transition of multiple processes across cross-functional teams, reducing turnaround time by 46% and enhancing operational efficiency.
- Stakeholder & Cross-Functional Collaboration: Successfully coordinated with internal teams, clients, and external vendors to execute business transitions, achieving faster go-live timelines for new accounts.
- Training & Knowledge Transfer: Designed and delivered comprehensive training programs for 50+ employees, enhancing process understanding and reducing new hire ramp-up time.
- Award & Recognition: Honored as "Employee of the Half-Year" for exceptional contributions in client onboarding, transition management, and process excellence.
Affiliations
- Insurance industry affiliations
- The Institute (Risk and Insurance Knowledge Group)
- Training and quality management affiliations
- Project Management Institute (PMI)
Languages
Tamil
Native
Native
English
Intermediate (B1)
B1
Timeline
Assistant Manager
Gallagher Center of Excellence
05.2014 - Current
Bachelor of Commerce -
Bengaluru University
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