Sundaram RS
E-commerce Manager
Summary
Seeking opportunities to drive organizational growth and enhance skills and knowledge. Eager to tackle challenging work that aligns with abilities and strengths. Passionate about contributing to success of a dynamic and forward-thinking company. Committed to continuous learning and professional development in a stimulating work environment.
Overview
17
17
years of professional experience
5
5
years of post-secondary education
Work History
Service Delivery Manager
Cognizant Technology Solutions
06.2021 - Current
- Team Size - Managing a team of 220 members and 15 TLs whose core job is to enrich the content for different types of products available in client's ecommerce website
- Inventory Management - Ensure everyone one has enough inventory for the team to keep rolling.
- Client SLA/TAT Management - Need to ensure the daily target/weekly target is met based on the HC aligned for each of these categories.
- Resource Management - Identifying right set of people to make sure there is no impact to the business. Hiring, training etc.
- Training Needs – Maintaining/periodic updating of training documents that will help the team is training needs.
- Client Engagement – Weekly client review to discuss on the metric from previous week and discussion the plan for upcoming weeks.
- Internal Stakeholder Management – Weekly comment with the internal stakeholder to discuss about the highlights and lowlights.
- New Business Opportunity - Look for new business opportunities during the discussion with Client by understanding their pain areas and how we can provide other additional services to solve them.
- People Management - Conducting periodic skip meeting, 101, appraisals and providing performance related feedback with the category leads.
- MIS Tracking – Keep all the track record of the associates and ensuring timely feedback is being shared
- Onboarded 3 new categories after I joined the team based on the performance of the existing categories
- Onboarded 2 new clients, COSTCO and Dollar Tree
- Developed a Tool named “Vantage” which basically extracts the required value the vendor provided data based on set of key words
AVP – Data Operations
Tracxn Technologies Private Limited
12.2019 - 06.2021
- Handling a team of 40 – 4 Managers, 36 Executive. Whose core job is to build financial and employee count information of companies that the customers are requesting on our platform (Tracxn' s portal)
- I am taking care of the daily tracking on the client request and allocating to respective teams that I have under my bucket.
- Managing 2 different process – Financials and Employee Count as AVP
- Ensured all the processes are achieving the daily metrics – Productivity and quality
- TAT and SLA monitoring
- Handling client queries via email and phone.
- Final check – AVP Dipsticks (sample QC) for the files that are getting delivered to client
- Weekly review meeting with VP where all the metrics are being presented by me. Ticket flow, TAT, SLA, Employee utilization, adherence to the SOP will be the keep discussion pointers
- Quarterly review meeting with internal stakeholders to get the trend of request inflow and forecasting the future
- Conducting monthly performance review meetings with every executive and discuss about the performance data along with their reporting managers
- Conducting periodic skip level meeting with team members
- Conducting periodic training to the team members to keep them updated in the process/market.
- Identifying area where lot of manual interventions are involved and generating ideas for automation.
- Talking with direct customers and clarifying their queries that they have.
- Successfully implemented a consolidated tracker which will give the life cycle of every single client ticket in one place
- Never missed any client SLA and ensured that there are 0 escalations
Lead Manager
Lumina Datamatics
10.2018 - 10.2019
- Handled a team of 120 – 4 Team leaders, 1 Assistant manager.
- Transitioned E retail process from Mumbai and Chennai team and set up in Pondicherry
- Managed 3 different processes in Walmart – Reattribution, Seller Search, Sourcing
- Ensured all the processes are achieving the daily metrics – Productivity and quality
- TAT and SLA are met for all the processes
- Final check – SQC for all the files delivering to client
- Weekly review on the ongoing projects with the Walmart stakeholders
- Monthly and Quarterly quality review meeting with internal stakeholders
- Conducting periodic skip level meeting with team members
- Conducting periodic training to the team members to keep them updated in the process/market.
- Successfully set up 3 processes in Puducherry
- Process went live ahead of the scheduled
- Maintained 100% productivity and 99.46% quality during transition phase.
- Increased FTE count from 12 to 60 in 3 months of time.
Team Leader
Cognizant Technology Solutions
10.2016 - 10.2018
- Handling a team of 45 members whose core job is to enrich the catalog and product matching for Walmart.com.
- I am taking care of Work allocation to final work consolidation and final review with client.
- Tracking the product search score in the Walmart.com once the catalog enrichment in completed.
- Doing random audit on the records before it reaches to client for review.
- Providing daily dashboard to client on the number of products worked on that day.
- Daily meeting with onshore team to discuss the highlights, lowlights, challenges and next actions.
- Monthly team performance review with DGM.
- Responsible for productivity, quality meeting delivery timelines.
- Identifying issues that impact deliverables and finding, implementing appropriate solutions.
- Conducting periodic 101, appraisals and providing performance related feedback and preparing plans for training and development.
- Set up 2 new processes within Walmart from creating SOP to getting client signoff.
- Created and maintained productivity and quality score card for entire Walmart team.
- Created a power point presentation on Walmart performance which was highly appreciated by GM.
- Suggested 2 process improvements and automation ideas which resulted in 5 FTE savings
Client Service Consultant / Business Process Lead
TATA CONSULTANCY SERVICE
04.2010 - 09.2016
- Leading a Team contains FTE count of 18 who builds and maintains customized databases for the world's leading CPG manufactures and Retailers.
- Worked in Multiple Transitional (New Business) projects with Nielsen in North America, traveled to Canada and made success in acquiring new clients (manufacturers/Retailers), got business transitioned offshore to build and maintain Custom databases.
- Provides Market insights to Client based on consumer behavior to improve their Business.
- Uses Data Warehousing methodology to provide additional insights about consumer behavior in a customer friendly format.
- Certified Subject Matter Expert (SME) in end-to-end business of Market Research Services in Nielsen. (Drona Program – 1st batch)
- Identify continuous Process improvements in the projects and FTE savings.
- Learning and Development of different verticals in the project.
- Won a client to Nielsen from competitor contract worth $55 MM.
- Successfully completed two Business transitions to Offshore.
- Achieved zero noncompliance for 3 consecutive internal audits for the project.
- Zero attrition for 1 year.
Customer Support Executive (Non-Voice)
HCL Technologies
12.2007 - 04.2010
- Job Profile - Telecom Billing Process for Client Profit line.
Education
Bachelor of Science - Computer Science
Sadakatullah Appa College
Tirunelveli, Tamil Nādu 01.2004 - 01.2007
HSC - undefined
Angelo Matriculation HSC
Tirunelveli, Tamil Nādu 01.2002 - 01.2004
SSLC - undefined
Angelo Matriculation HSC
Tirunelveli, Tamil NāduSkills
Service level agreement management
Personal Information
- Date of Birth: 12/22/86
- Marital Status: Married
Timeline
Service Delivery Manager
Cognizant Technology Solutions
06.2021 - Current
AVP – Data Operations
Tracxn Technologies Private Limited
12.2019 - 06.2021
Lead Manager
Lumina Datamatics
10.2018 - 10.2019
Team Leader
Cognizant Technology Solutions
10.2016 - 10.2018
Client Service Consultant / Business Process Lead
TATA CONSULTANCY SERVICE
04.2010 - 09.2016
Customer Support Executive (Non-Voice)
HCL Technologies
12.2007 - 04.2010
Bachelor of Science - Computer Science
Sadakatullah Appa College
01.2004 - 01.2007
HSC - undefined
Angelo Matriculation HSC
01.2002 - 01.2004
SSLC - undefined
Angelo Matriculation HSC
Similar Profiles
Janardhanan PerumalsamyJanardhanan Perumalsamy
Sr. Executive Support at Cognizant technology Solutions, Cognizant Technology SolutionsSr. Executive Support at Cognizant technology Solutions, Cognizant Technology Solutions
Kavirajan GanesanKavirajan Ganesan
Sr. SYSTEM ENGINEER at Cognizant technology solutionsSr. SYSTEM ENGINEER at Cognizant technology solutions
UMANG SHROFFUMANG SHROFF
Senior Process Executive - Data at Cognizant Technology SolutionsSenior Process Executive - Data at Cognizant Technology Solutions
MOHAMMED PARVESH AMOHAMMED PARVESH A
Programmer Analyst at Cognizant Technology SolutionsProgrammer Analyst at Cognizant Technology Solutions
STAN MILLERSTAN MILLER
Service Delivery Manager at TTECService Delivery Manager at TTEC