Sooraj Shanmughan

• Directed operations staff by providing guidance, training, and support in order to meet company objectives.
• Managing day-to-day operations of the firm (Various Businesses - Wood Factory, Retail outlet, Real estate, etc.)
• Team handling. (Team of 35 Staff)
• Cash Flow Management.
• Forecasting sales and managing stocks.
• Monitoring Staff Recruitment and Training.
• Conducting monthly reviews and suggesting a way forward.
• Effective implementation of Board resolutions.
• Managing attrition and shrinkage for smooth functioning of day-to-day operations.

• Developed and implemented policies and procedures to ensure efficient operations.
• Monitored store performance, analyzed sales data, and identified areas for improvement.
• Provided leadership, coaching, and guidance to staff members.
• Recruitment and Training of Staff.
• Team Handling (Team of 27 Staffs)
• Rostering and attendance management.
• Conducting staff and customer engagement activities.
• Managing attritions and shrinkage.
• Cash handling.
• Customer Escalations Management.
• Maintaining good client relations.

• Provided support to team members in resolving complex customer issues.
• Organized and conducted regular team meetings to review performance, set objectives and discuss strategies for improvement.
• Developed strategies to improve efficiency of the team's processes.

• SPOC for CMS (Complaint Management System) Activity.

• SPOC for CRM.

• Handling Team. (Team of 30 Staffs, 15 Directly reporting)

• Meeting SLA (Abandoned calls

• Expert in understanding banking terminology & regulations of UAE corridor.

• Console monitoring and Break Management.

• Roster preparation and ensure adherence.

• Attrition management.

• Handling escalation calls & resolving customer queries.

• Conduct refresher & training session for associates and new joiners on process gaps and quality improvement.

• Monitoring and auditing Call recording, Remote monitoring, Side barging and providing feedback to associates.

• Conducting Process knowledge test for the Process.

• Multi-currency travel card sales and sharing reports on daily basis (One year from 2015 to2016)

• Effective closure of Complaints received from different channels (social media, NPS Survey, Trustpilot reviews etc) by coordinating with relevant stakeholders.

• Root Cause analysis based on the Survey, Complaints, Reviews etc and suggesting the way forward to the management.

Generating and publishing reports and dashboards to the relevant stakeholders and Management on regular basis.

• Started as Pre-Underwriter and then selected for the new process of Auditing and verifying the mortgages which will be purchased by the bank for the originator bank

• Also was point of contact for the clients.