Vimal Vijayan
Chennai
Summary
Dynamic team leader with proven success in service delivery and operations management at Vanan Online Services. Expertise in SLA compliance and KPI monitoring enhances team performance through targeted training and process optimization. Focus on exceptional customer satisfaction and operational efficiency drives continuous improvement. Strong problem-solving skills contribute to effective solutions and enhanced team dynamics.
Overview
13
13
years of professional experience
Work History
Team Leader – Support Operations
Vanan Online Servicesc
Chennai
05.2019 - Current
- Led support team managing customer queries and service requests while ensuring SLA compliance.
- Acted as primary contact for escalations and critical issues to resolve complex customer problems.
- Monitored team performance and tracked KPIs, ensuring adherence to service quality standards.
- Trained and mentored team members, enhancing overall productivity and performance.
- Prepared reports identifying workflow inefficiencies, resulting in improved operational processes.
- Maintained high levels of customer satisfaction through consistent service excellence.
Sales Engineer
Sabisu
08.2013 - 01.2017
- Executed sales and service of medical equipment, ensuring customer satisfaction and effective product utilization.
- Collaborated with sales teams to support product demonstrations and client presentations.
- Conducted product training sessions for clients on software features and best practices.
Education
B.Tech/B.E. - Electronics/Telecommunication
Arignar Anna Institute
Kanchipuram01-2013
Skills
- Service delivery and operations management
- Team leadership and people management
- SLA and KPI monitoring
- Client communication and escalation handling
- Process improvement and workflow optimization
- Performance reporting and analysis
- Customer support operations
- Technical support and troubleshooting
- Staff training and development
- Customer service excellence
- Operations management strategies
- Performance monitoring techniques
- Problem solving skills
- MS Office proficiency
- Effective delegation
- problem solving
Languages
Tamil, Malayalam and English
Timeline
Team Leader – Support Operations
Vanan Online Servicesc
05.2019 - Current
Sales Engineer
Sabisu
08.2013 - 01.2017
B.Tech/B.E. - Electronics/Telecommunication
Arignar Anna Institute