Senthil Kumar
OPERATION MANAGER
35/16, Tholkappiyam Street, Anna Nagar, Chrompet, Chennai
Summary
Goal-oriented manager with distinguished experience in sales industries and proven leadership abilities. Expert in increasing productivity and customer satisfaction while driving revenue and sales. Committed to streamlining procedures while optimizing employee talent.
Overview
17
17
years of professional experience
3
3
years of post-secondary education
6
6
Certifications
1
1
Language
Work History
Sales Operations Manager
Taurus BPO
Bangalore
10.2022 - Current
- Used business objects, business intelligence and other reporting tools to extract data from data solutions and data warehouses.
- Leveraged text, charts and graphs to communicate findings in understandable format.
- Managed key tasks and resources to achieve cost, schedule and strategic growth initiatives.
- Developed and implemented data collection systems and other strategies to optimize statistical efficiency and data quality.
- Identified, reviewed and evaluated data management metrics to recommend ways to strengthen data across enterprise.
- Performed root-cause analysis on data-related system problems to recommend or execute corrective action.
- Assessed large datasets, drew valid inferences and prepared insights in narrative or visual forms.
- Interpreted business questions and collaborated with engineering teams to identify data sources.
- Improved data collection methods by designing surveys, polls and other instruments.
- Created and automated data visualizations to present insights and tell compelling stories.
- Implemented randomized sampling techniques for optimized surveys.
- Presented findings orally and in writing with advanced mathematical models.
- Tested and validated models for accuracy of predictions in outcomes of interest.
- Compiled, cleaned and manipulated data for proper handling.
- Leveraged mathematical techniques to develop engineering and scientific solutions.
- Ran statistical analyses within software to process large datasets.
Deputy Manager of Operations
Novac Technology Solutions
Chennai
04.2019 - 08.2022
- Introduced new methods, practices and systems to reduce turnaround time.
- Evaluated suppliers to maintain cost controls and improve operations.
- Partnered with upper management in executing functional strategies and reporting capabilities.
- Provided strategic allocation of resources to various departments and managers in alignment with needs.
- Assumed senior management workloads in absence of general manager to maintain operations continuity.
- Prepared annual budgets with controls to prevent overages.
- Analyzed and reported performance data, translating findings into practical improvement actions.
- Maintained, documented and presented progress reports to leaders.
- Performed statistical analyses to gather data for operational and forecast team needs.
- Eliminated functional bottlenecks by streamlining communication channels between management and employees.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Created reports and analyzed and interpreted data.
- Coordinated unloading merchandise from delivery truck.
- Enhanced supervisory and leadership abilities by working closely with supervisor.
Asst Manager Operations
Shriram Value Service
09.2016 - 04.2019
- Achieve growth and hit sales targets by successfully managing the sales team
- Design and implement a strategic business plan that expands company's customer base and ensure its strong presence
- Own recruiting, objectives setting, coaching and performance monitoring of sales representatives
- Build and promote strong, long-lasting customer relationships by partnering with them and understanding their needs
- Present sales, revenue and expenses reports and realistic forecasts to the management team
- Identify emerging markets and market shifts while being fully aware of new products and competition status
Business Intelligence Developer
Sreeva Creative Solutions
chenna
06.2015 - 09.2016
- Developed intelligence-sharing dashboards, providing company-wide access to collected data.
- Liaised with DevOps team to integrate business intelligence assets into future development lifecycles.
- Designed customized data collection models for specific visualization tasks.
- Responsible for the overall management of all strategic and operational Marketing and Customer Relationship activities
- Provide market feedback to the company leadership regarding competitive offerings, prospect needs and generate product development ideas
- Take ownership of the management of the sales and marketing functions of the business
- Drive increased revenue and profit to achieve the Company's ambitious growth
- Working to stringent targets, the job holder will be required to adopt a professional and knowledgeable approach to each new business call
- Planning and coordinating the implementation of business plans and the penetration of new markets
- Exceeding and meeting sales targets and other KPIs to successfully manage the P&L
- Managing and developing new and existing accounts in one of the above mentioned sectors
Asst Manager
Serco Global Services
11.2014 - 06.2015
- Ensure adherence to SLAs (Service Level Agreements)
- To be updated on the process and manage the issues that arise
- Supervise the process and walk the floor
- Work closely with the Operations Manager to achieve Quantitative and Qualitative targets specified by the Client
- Address administrative issues arising out of day-to-day working
- Measure performance of the team for e.g
- Performance appraisals, confirmation and ongoing feedback and training
- Establish innovative systems and procedures for handling data & reports and continuously improvise on them
- Perform regular quality checks
- To be updated on product updates for the process and ensure the same is cascaded among agents in every team
Team Leader
Serco Global Services
03.2012 - 11.2014
- Manage any and /or every function on the production floor
- Daily reports of the operation shared to the operation managers and clients
- Make individuals reports of every agent's performance on daily bases
- Make a reports of every individual team performance on a weekly/monthly
- Follow upon the performance reports
- Use feedback from quality technology and MIS on a daily basis in order to Develop PIP
- Make a general improvement plan for enhancing performance
- Impose the rules & regulation drafted for its operations
- Resolve any disputes between production employees and other department
- Assure professional atmosphere inside the office premises
- Analysis of target achieved and for exceed in order to design a reward &
- Recognition program on the floor
- Develop non attrition plans
- Escalate any resignation/termination issues to operation manager.
Team Captain
Ceequence Technologies Pvt Ltd
11.2010 - 03.2012
- Handled Team of 10 members for TN process for VODAFONE
- Strategize process migrations responsible of process improvement and quality
- Ensure SLAs with customers are met and to monitor and Lead the CSEs
- Ensuring that the Service Level Agreements with the customer are met and exceeded at all times
- Drive various initiatives on quality improvement and culture within the organization
- Ensure all new hire training is updated and meets Companies requirements
- Analyze existing processes and identify gaps and opportunities for cost / or quality improvements
- Responsible for ensuring that the transition of new processes is well planned and happens without any problems
- Responsible for conducting regular meetings with associates and ensure that timely action is taken and implemented for the relevant issues
- Give work direction and development for a team of associates
- Monitor schedule adherence of the associates and advise leadership team of issues negatively impacting service level
Corporate Customer Support Executive
First Flight Couriers Ltd
10.2007 - 11.2010
- Non – Voice)
- Corporate mail support executive dealing with Airtel & Aircel.
Customer Support Executive
Tata Tele Service
06.2005 - 10.2007
- Direct marketing executive and promoting Tata Walky wireless landline phone to customers.
Education
Bachelor of Science - BCA
Alagappa University
Chennai 04.2009 - 05.2012
Skills
Statistical analysis and computing
Certification
Fundamentals of Digital Marketing – Google Digital garage
Timeline
Sales Operations Manager
Taurus BPO
10.2022 - Current
Deputy Manager of Operations
Novac Technology Solutions
04.2019 - 08.2022
BAT – Business Atomization Training
06-2017
Asst Manager Operations
Shriram Value Service
09.2016 - 04.2019
LEAN – Six Sigma Concepts
05-2016
Business Intelligence Developer
Sreeva Creative Solutions
06.2015 - 09.2016
LEAD – Leadership Excellence Accreditation and Development
04-2015
Asst Manager
Serco Global Services
11.2014 - 06.2015
Team Leader
Serco Global Services
03.2012 - 11.2014
Team Captain
Ceequence Technologies Pvt Ltd
11.2010 - 03.2012
Bachelor of Science - BCA
Alagappa University
04.2009 - 05.2012
Corporate Customer Support Executive
First Flight Couriers Ltd
10.2007 - 11.2010
Customer Support Executive
Tata Tele Service
06.2005 - 10.2007
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