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. Motivated manager possessing excellent leadership and planning abilities. Focused on delivering high-quality products on tight schedules. Monitors, trains, and encourages employees to improve skills and meet demanding targets. History of successfully developing strong teams through proactive training and deliver creative solutions.
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 - 02.2025
Job overview
- Led a team of 25 associates and SME's in delivering accurate and high-quality sales data by validating all product attributes, strengthening data reliability for consumer insights.
- Developed interactive Power BI dashboards and performance scorecards to monitor team productivity, identify gaps, and drive continuous improvement.
- 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.
- Implemented structured quality control practices, enhancing efficiency, minimizing reporting errors, and boosting client satisfaction.
- Managed a diverse portfolio of clients across the UK and Nordic countries, driving client satisfaction, and business growth.
GrouponChennai
Team Leader
04.2013 - 12.2023
Job overview
- Oversaw a team of 22 customer support and 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 analysis. Leveraged report analysis to identify gaps and implement strategies that enhanced overall team performance.
- Facilitated collaboration through weekly strategic meetings with business leaders to drive key initiatives.
- Handled fraud escalations through the Accertify platform, and monitored chargeback status to ensure timely resolution.
- Optimized social media customer support through Sprinklr, improving response efficiency, and service quality.
- Supported initiatives to refine chatbot AI accuracy, leading to more effective customer interactions.
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 2014, 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.
- Created and delivered effective training solutions that enhanced team productivity by 30% with a 97% quality success rate.
Timeline
TeamLead - Ref Data Ops
NIQ India Pvt Ltd
01.2024 - 02.2025
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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