Velu Kannan
Sr. Manager-Operations
Bangalore,Karanataka
Summary
Highly accomplished and dedicated, I am a dynamic professional with 14+ years of experience spanning Telecom, DTH, E-Commerce, Inbound/Outbound, and Salesforce team. My expertise lies in customer satisfaction & revenue generation, customer retention, strategic planning, and process management. I excel in client relationship management and possess strong leadership skills to guide teams effectively. With a sharp focus on maximizing customer satisfaction, I implement process improvements and drive exceptional complaint resolution. I am a proven leader in directing complex system operations and maintenance, complemented by a strong business acumen. Enthusiastic about embracing new technologies and business domains, I am an energetic contributor and a quick learner
Overview
14
14
years of professional experience
3
3
Certification
5
5
years of post-secondary education
Work History
CRM- Manager
HomeAlankar (Woodkraft)
- CRM System Management, Data Management, Analysis and Reporting, Strategy Development, Training and Support, Continuous Improvement, Stakeholder Communication.
Sr. Manager – Voice customer support
FiveS Digital
- Handling 4 site performance Delivery
- KPI: - Service level, forecasting & Planning, C-SAT (performance improvement Projects) RR, Quality performance & Compliance – end-to-end operations service delivery & client management.
Operations Manager – Voice customer support
SmarterBiz Technologies Private Limited
- For an E-commerce client “Flipkart CX Support”
Deputy Manager – Operations – (Customer support Voice/Email/chat)
Bigbasket.com (Innovative Retail Concepts Pvt Ltd)
- Oversaw teams of up to 200 Customer Service Associates (CSAs) and 8 Team Leaders (TLs), ensuring staffing and scheduling requirements were met, monitoring performance, and generating reports.
Operations Manager
Digi call Tele Services Pvt Ltd.
- Managing Daily Operations, WFM and MIS activities
Assistant Manager –Operations-WFM/MIS
Digi call Tele Services Pvt Ltd.
- Managing Daily Operations, WFM and MIS activities
Team Leader-Operations
Vertex Customer Solutions India Pvt. Ltd
- Worked as a Team Leader, in charge of sales, providing leads to advisors, and ensure that the team achieves the set targets & team handling activity, in current process
- (Vodafone Sales & Marketing Campaigns).
CSR /SME
Serco BPO
12.2008 - 09.2010
Education
Diploma in Computer Science - Computer Science
Indian Institution of Engineers (IIE)
06.2005 - 06.2008
Skills
Customer Service / Customer Support
Business Operations / Management
Transition
Service Delivery
Stakeholder / Client Relationship
Strategic Planning
Planning and Reporting
Team Management
Sales & Marketing
Pre/Post-Sale process
Operational Improvements
Process Improvements
Performance Management
Team building and Training
Cross-Functional Team Player
Customer Retention
Certification
- Lean Six Sigma - Green Belt, 2022, Simplilearn Academy, Certified
- Minitab
- Lean Six-Sigma - Black Belt
Languages
English, Kannada, Tamil, Hindi, Telugu & Malayalam
Currentposition
HomeAlankar (Woodkraft), CRM- Manager, Handling sales force and Customer support team. Responsible for developing the overall CRM strategy aligned with the organization's goals and objectives. This involves understanding customer needs, market trends, and competition to devise effective strategies for customer acquisition, retention, and satisfaction and revenue generation to the company.
Previouspositions
- FiveS Digital, Hubli, Sr. Manager - Voice customer support, Flipkart CX Support, Handling 4 site performance Delivery. KPI: - Service level, forecasting & Planning, C-SAT (performance improvement Projects) RR, Quality performance & Compliance – end-to-end operations service delivery & client management.
- SmarterBiz Technologies Private Limited, Operations Manager - Voice customer support, Flipkart CX Support
- Bigbasket.com (Innovative Retail Concepts Pvt Ltd), Deputy Manager - CS, Spearheaded the gamut of Operational & Quality/Project Management activities entailing a team of 200 members for Customer Service. Knowledge of managing a wide spectrum of customer relationship management, and service delivery apart from process excellence & process re-engineering. Interacting closely with the Distribution Channel, Hub, Stores, social media, Warehouse, and Quality Control team for selling, closing, servicing, and expanding the current customer base.
Personal Information
- Father's Name: Kannan P
- Date of Birth: 07/04/83
Disclaimer
I hereby declare that the above information is true to the best of my knowledge and belief.
Timeline
CSR /SME
Serco BPO
12.2008 - 09.2010
Diploma in Computer Science - Computer Science
Indian Institution of Engineers (IIE)
06.2005 - 06.2008
CRM- Manager
HomeAlankar (Woodkraft)
Sr. Manager – Voice customer support
FiveS Digital
Operations Manager – Voice customer support
SmarterBiz Technologies Private Limited
Deputy Manager – Operations – (Customer support Voice/Email/chat)
Bigbasket.com (Innovative Retail Concepts Pvt Ltd)
Operations Manager
Digi call Tele Services Pvt Ltd.
Assistant Manager –Operations-WFM/MIS
Digi call Tele Services Pvt Ltd.
Team Leader-Operations
Vertex Customer Solutions India Pvt. Ltd
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