Salesforce
Suseendiran Ganapathy
Senior Operations Officer
Chennai
Summary
Exceptional Operations Officer and talented leader with 10 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
10
10
years of professional experience
5
5
years of post-secondary education
Work History
Operations and Membership Senior Officer
International Water Association
07.2023 - Current
- Established strong relationships with key clients to maintain customer loyalty and drive repeat business opportunities.
- Implemented innovative process improvements that enhanced productivity and reduced operational costs.
- Negotiated contracts with vendors to secure favorable terms, resulting in significant cost savings for the company.
- Coached junior team members, fostering professional growth and improving overall team performance.
- Delivered exceptional customer service by understanding client needs, providing tailored solutions, and maintaining open lines of communication throughout all stages of the project lifecycle.
- Increased team efficiency by streamlining communication and implementing new project management strategies.
- Directed work of six employees, monitoring quality, compliance and productivity.
- Championed data-driven decision-making processes to optimize results and inform strategic planning efforts.
- Examining financial data and use them to improve profitability
- Managing budgets and forecasts.
- Performing quality controls and monitor production KPIs.
- Collaborated with IT department to streamline customer data management.
- Oversaw the implementation of CRM software (Salesforce), streamlining processes and improving accuracy in tracking client interactions.
Senior Customer Service Executive
Jetairways Private Limited
02.2015 - 05.2019
- Improved customer satisfaction by addressing and resolving complex customer inquiries promptly and accurately.
- Managed escalated customer issues with diplomacy and professionalism, often turning challenging situations into positive outcomes.
- Analyzed performance data to identify trends and opportunities for continuous improvement in service delivery.
- Served as a liaison between the Customer Service team and other departments, fostering collaboration and open communication to best serve our customers.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Education
MBA - HR & Marketing
Anna University
04.2012 - 04.2014
Bachelor of Science - Computer Science
University of Madras
01.2009 - 01.2012
Skills
- CRM expertise (Salesforce)
- Salesforce Administration
- Microsoft Office Suite
- Budget administration
- Strategic planning
- Operations management
- Documentation and reporting
- Human resources management
- Data analytics
- Troubleshooting and problem resolution
- Cross-functional communication
Personal Information
- Date of Birth: 07/30/91
- Gender: Male
- Nationality: Indian
Additionalinformation - Projects
- IWA Connect Plus - CRM, 2022 - 2023
- IWA Content Management System - CMS, 2021 - 2022
- IWA Water Development Congress and IWA World Water Congress and Exhibition from 2021 to 2025.
Software
Timeline
Operations and Membership Senior Officer
International Water Association
07.2023 - Current
Senior Customer Service Executive
Jetairways Private Limited
02.2015 - 05.2019
MBA - HR & Marketing
Anna University
04.2012 - 04.2014
Bachelor of Science - Computer Science
University of Madras
01.2009 - 01.2012
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