Sujith Menon
Ernakulam
Summary
Resourceful Manager offering history of success coordinating and monitoring operations across various departments. Effective leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Highly committed with hardworking mentality to maintain quality of services and products.
Overview
19
19
years of professional experience
3
3
Languages
Work History
Sr. Associate Manager
Sutherland Global Services
01.2010 - Current
- Started working as Technical Support for AT&T
- Handled voice calls for AT&T US customer, to troubleshoot technical issues on their systems
- Troubleshooting networking and OS issues which involved taking remote sessions on PC and simultaneously working on multiple systems
- Schedule troubleshooting session with customers and make sure that it is completed promptly at specified time
- Coordinated with internal design team for designing new chat support software for AT&T
- Had to travel with design team and work with them in designing new software
- Speak with client directly and demonstrate improvement on project
- After project completion make sure that there are no bugs before application launch
- Co-coordinating with design and production team, to make sure all concerns are addressed and resolved during launch
- Supporting users and technicians while working with new application
- Subject Matter Expert in AT&T
- Support voice and chat technicians with their queries during troubleshooting sessions
- Monitor sessions and make sure that steps followed are adhering to process guidelines
- Listening to calls and auditing chat logs to find any process deviations and find coaching opportunities
- Informing and providing reports to team Manager so that management is updated on progress and improvement areas
- Taking part in management discussions to discuss improvement areas and provide inputs during client sessions about respective team performance
- Motivating team to improve and excel in process, this way making sure that team is green in all metrics
- Team Manager for AT&T
- Worked as team Manager for AT&T process
- Handled team of 32 members and coordinated with respective SME for managing team performance
- Taking part weekly management discussions and present report on team performance
- Coaching SME on performance and areas of improvement
- Having one on one feedback session with team members to make sure are given proper coaching to improve their metrics
- Having team discussions to motivate and inform them about management & process changes
- Worked with Du telecom Client for transition Process & as a Team Manager
- Traveled to Dubai to interact with Du telecom client and understand their requirements to launch process in Cochin Mumbai and Egypt
- Underwent training and certification from client successfully in 30 days period, which involved learning and understanding product and tools used by client
- Training new candidates on tools and making sure that are compliant with client requirements
- Coordinated with clients for certifying new team members and making sure they hit production floor with required skillsets
- Manage team and make sure that team is performing to its best
- Conduct meetings with client and communicate with them about improvement and requirements of team
- Conduct RNR sessions so that team is kept motivated and maintain their performance
- Quality session and discussions with client quality team for calibrating the quality measurements
- Started working as Service Desk Manager for Sutherland Internal Helpdesk
- Got transferred to Hyderabad location to assist newly selected team in Hyderabad location
- Trained and made sure that new team is up to mark and working successfully
- Handling tickets raised by internal employees for issues faced by them and make sure that ticket SLAs are met
- Auditing resolved tickets and make sure that infosec and process requirements are properly addressed
- Listening to voice calls and make sure that quality parameters are met without fail.
- Coaching and discussing with team members to make sure that they are communicated with the new policies implemented by management
- Having discussions with top management of different verticals, so that they understand new policies and how Global Service desk works to solve their queries
- Providing new ideas to formulate Automation in organization, which can minimize human mistakes during requirement fulfillment
- Working on reports on ServiceNow and creating new query reports in ServiceNow
- Attended ServiceNow Admin course from vendor
- Working on Exchange console and Active Directory for resolving issues related to access issues on AD
- Manage Escalations through email and calls regarding outages in organization
- Working as Sr Associate manager for Risk and compliance Department
- Accountable for ensuring all essential guidelines are put in proper place accurately adhering to industry rules and regulations
- Conduct internal audits and reviews at regular intervals to ensure that compliance procedures are regularly followed
- Have to ensure that all employees are thoroughly updated about organization’s policies, regulations, and processes
- Resolve employee issues about legal risk compliance
- Suggest/advise management regarding implementation of compliance programs.
Web Concierge
Logix Microsystems Ltd
03.2007 - 09.2009
- Employed as a Web Concierge at Izmocars
- Oversee the upkeep of websites crafted and implemented by Izmocars, a subsidiary of Logix Microsystems
- Izmocars engages with automotive dealerships, necessitating interactions with prominent clients such as Mitsubishi and Porsche
- Audit all websites and make sure that all banners and offers are updated on the dealership websites
- Interact with clients and design team so that updates can be communicated, discussed, confirmed, and posted on the respective websites
- Schedule meetings with clients and discuss with them their feedback on the service provided by Izmocars
- Fix appointment for sales representatives to meet dealership and make sure that they can crack a deal with the client.
Technical Support Representative
CLi3L
04.2005 - 04.2006
- Supporting AOL internet subscribers (USA)
- Troubleshooting Dial-up connection settings, including mode, troubleshooting and windows networking
- Supporting AOL software which was a browser with email client, wherein we had to configure emails and troubleshoot email related issues
- Promote AOL products to clientele and elucidate available incentives
- Monitor all completed transactions and engage with customers to solicit their feedback for the purpose of refining our offerings.
Sales Call Representative
Nest Technology Enabled Services Ltd.
12.2004 - 04.2005
- Making sales call for Netone International telecommunications(USA)
- Provide day to day report on telesales productivity to reporting manager.
Education
Aptech
KeralaSkills
Communication Skills
Active Directory
Excel reports/Dashboards
Exchange Console Administration
Fast Learner
Advanced Analytical Thinking Skill
Critical thinking and problem solving
Team leadership
Multitasking
Personal Information
- Date of Birth: 04/16/83
- Nationality: Indian
- Marital Status: Married
Timeline
Sr. Associate Manager
Sutherland Global Services
01.2010 - Current
Web Concierge
Logix Microsystems Ltd
03.2007 - 09.2009
Technical Support Representative
CLi3L
04.2005 - 04.2006
Sales Call Representative
Nest Technology Enabled Services Ltd.
12.2004 - 04.2005
Aptech