Samuel Venu
Bangalore
Summary
Adept at driving operational excellence and enhancing customer relationships, I leveraged my expertise in Operations Management and motivational leadership at Tekion India Pvt Ltd to streamline processes, achieving significant improvements in productivity and team engagement. My proactive approach and capacity planning skills led to a marked increase in efficiency and client satisfaction. Thorough Operations Lead with 2 years of experience driving business success. Poised professional with outstanding communication, organizational and leadership skills. Motivational and seasoned to lead team of talented employees.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Operations Lead
Tekion India Pvt Ltd
12.2019 - 05.2024
- Collaborated with cross-functional teams to achieve company-wide objectives and drive operational excellence.
- Managed daily operations, ensuring timely delivery of high-quality products and services to clients.
- Streamlined operations by implementing efficient processes and optimizing workflows.
- Planned operations and activities, and led projects.
- Fostered a positive work environment by promoting open communication, teamwork, and employee engagement.
- Managed and allocated staff and material resources to meet production goals.
- Utilized data-driven insights to inform decision-making processes regarding resource allocation or process improvements within the operations department.
Backup Analyst
Idrive Software Pvt Ltd
07.2018 - 06.2019
- Identified and resolved problems through root cause analysis and research.
- Providing application support for different cloud backup products of the company i.e Idrive, Ibackup, remotepc through voice and email
- The support included cloud backup issues, restore data, disk image backup, Sync issues, accounts etc.
- Providing support through remote resistance
- Testing the company products on regular intervals to check for any issues, bugs and escalating the issue to the appropriate team
Senior Business Analyst
Tech Mahindra
05.2016 - 07.2018
- Managed stakeholder expectations through transparent communication and timely status updates, ensuring alignment between project deliverables and business objectives.
- Real-time monitoring of critical business operations performance indicators at an interval level
- Engaging contact center vendors to understand the reason for impact through email support and conference calls
- Initial Impact Assessment and creating CRM cases based on the assessment
- Activating IVR messages
- o Rectifying the issues through Remote Accessing / Call/ Ticket tool
- Initiate/ Drive bridge calls with support teams until get resolution for the Issues
- Troubleshooting user issues with Log Me In tool
- Checking and Troubleshooting toll free numbers and escalating the issue to the site
- Providing Trainings to new hires / team members on new projects
- Hourly/Daily/weekly analyst reports generation.
- Promoted to Acting team lead and the only agent in the entire team to be promoted to Manager Level Band – U3.
Resolution Expert
Dell International Services - Bangalore
11.2003 - 08.2009
- Provided exceptional support during high-pressure situations, diffusing tension and facilitating productive discussions towards resolutions.
- Streamlined resolution processes for quicker response times and higher customer satisfaction.
- Successfully maintained an environment of continuous learning and improvement-regularly reviewing case outcomes, discussing lessons learned and implementing required changes to policy/procedure where needed.
- Reduced escalation rates by proactively identifying potential issues and providing appropriate solutions.
- Managed a high volume of cases, effectively prioritizing tasks to ensure timely resolutions.
- Conducted thorough investigations into complex complaints, ensuring fair outcomes for all parties involved.
- Trained colleagues on best practices for handling difficult conversations, resulting in improved team performance during challenging interactions.
- Maintained detailed records of case histories, enabling efficient tracking of recurring issues and trends for proactive management.
Education
Bachelor of Science - Computer Science
Sikkim Manipal University
Bengaluru, India06.2015
Skills
- Operational Efficiency
- Motivational attitude
- Scheduling Coordination
- Workforce Management
- Transportation Management
- Capacity Planning
- Operations Management
- Customer Relationship Management
- Delegation
- Audit reporting
Accomplishments
- Supervised team of 6 staff members.
- Collaborated with multiple teams in the development of Operations team
- Used Microsoft Excel to develop business reports
- Helped in initial launch of Process in UK
Certification
- Certified in Diploma in computer science
- Certified in Power BI
- Certified in AI Tools
Timeline
Operations Lead
Tekion India Pvt Ltd
12.2019 - 05.2024
Backup Analyst
Idrive Software Pvt Ltd
07.2018 - 06.2019
Senior Business Analyst
Tech Mahindra
05.2016 - 07.2018
Resolution Expert
Dell International Services - Bangalore
11.2003 - 08.2009
Bachelor of Science - Computer Science
Sikkim Manipal University
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