Dynamic and results-driven professional with over 14 years of experience in customer service, client engagement and project management, seeking to leverage proven leadership skills and a strong commitment to enhancing customer satisfaction in a managerial role using Lean and Agile methodologies. Adept at leading cross-functional teams, optimizing processes, and implementing strategic solutions to drive performance and exceed client expectations. Passionate about fostering collaborative environments that promote innovation and efficiency, with a keen focus on delivering exceptional service and achieving organizational goals.
Hi, I’m
Veerasekar V
Operations Manager
Chennai,TN
Summary
Overview
15
years of professional experience
2
Certifications
Work History
NIQ India Pvt LtdChennai
TeamLead - Ref Data Ops
01.2024 - Current
Job overview
- Led a dynamic team of 22 data processing analyst in achieving operational excellence through effective management and leadership.
- Created comprehensive scorecards to analyze team performance, driving data-informed improvements.
- Engaged with stakeholders to boost customer retention and ensure successful contract renewals.
- Managed daily tasks including report generation, leave scheduling, and coordination of compliance training to ensure organizational efficiency and adherence to regulatory standards.
- Promoted a culture of continuous improvement through targeted Learning and Development initiatives.
- Achieved outstanding performance metrics in delivering consumer intelligence data to our client’s at UK and Nordics countries.
GrouponChennai
Team Leader
04.2013 - 12.2023
Job overview
- Established and aligned team objectives to achieve strategic success and drive performance improvement.
- Oversaw a team of 20 customer support/merchant support representatives, ensuring that daily operations met organizational standards and customer satisfaction goals.
- Define and analyze key performance metrics, including Productivity, SLA, CSAT, Quality, and Resolution rates, to drive operational success.
- Oversee the efficiency and effectiveness of daily team operations, ensuring adherence to Standard Operating Procedures (SOPs) and Key Performance Indicators (KPIs).
- Utilized Tableau for comprehensive report analyses, generating insights and recommendations for stakeholders.
- Facilitated collaboration through weekly strategic meetings with business leaders to drive key initiatives.
- Managed fraud escalations and customer interactions across social media platforms, utilizing Sprinklr(SMMS) to streamline responses and enhance customer satisfaction.
GK ExpertiseChennai
Client Relationship Manager
02.2010 - 03.2013
Job overview
- Progressed from executive to Client Relationship Manager, demonstrating commitment and adaptability.
- Executed successful product marketing strategies while managing manpower allocation effectively.
- Established quality assurance practices across customer and vendor interactions for improved service delivery.
- Managed comprehensive vendor services and nurtured client relationships to secure contracts.
- Achieved a 70% conversion rate of potential clients into loyal customers through targeted marketing.
- Streamlined recruitment and training of project engineers to support company growth.
- Developed and delivered project plans tailored to customer needs, ensuring budget compliance.
- Identified improvements and cost-saving measures to enhance efficiency in all projects.
Education
Adhiparasakthi Engineering CollegeChennai
Bachelor of Engineering from Electrical & Electronics Engineering
University Overview
Skills
- Analytical Thinking
- Data Driven
- Process improvement
- Strong Communication
- Flexible & Tolerant
- Stakeholder engagement
- Project management
Certification
- COPC Professional Manager Certification
- COPC Lean Six Sigma for Contact Centers Certification
Accomplishments
Accomplishments
NIQ :
- Spearheaded the EURD Lead (Learn, Develop, and Educate) Program initiative, which standardized validation processes and reduced quality escapes by over 300 per month
- Project transitions with on-time completions resulted in cost savings of $8,633 during the transition from TCS
- Created end-to-end SOP for multiple countries, improving the first-time right rate and overall quality of the client data
Groupon :
- Awarded Quarterly Star Awards in 2017 and 2019
- Recognized and awarded multiple Champion of the Month and Extra Miler for individual as well as team performance
- Integral part of the project: FS 90 Effective People Management Program
- Designed and implemented comprehensive training programs that increased team productivity by 30% while reducing onboarding time by 20%
Timeline
TeamLead - Ref Data Ops
NIQ India Pvt Ltd
01.2024 - Current
Team Leader
Groupon
04.2013 - 12.2023
Client Relationship Manager
GK Expertise
02.2010 - 03.2013
Adhiparasakthi Engineering College
Bachelor of Engineering from Electrical & Electronics Engineering
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