Hi, I’m
Vimal Kumar Manoharan
Operations Account Manager
Chennai,TN
Summary
Operations Account Manager oversees day-to-day activities of creative and development resources on multiple projects and manages stakeholder relationships. Brings strong knowledge and execution of project management principles and methodologies. Learns quickly, analyzes situations and makes decisions to support ongoing company success.
Overview
20
years of professional experience
Work History
R.R.Donnelley
Operations Account Manager
04.2022 - Current
Job overview
- Maintained employee experience, morale and job satisfaction with positive reinforcement and on-the-job coaching.
- Conducted regular performance evaluations, identifying areas for improvement and developing action plans to address them.
- Developed, maintained and utilized diverse client base.
- Trained new employees on customer service and organizing strategies.
- Implemented strict quality control measures to ensure consistency in service delivery across all managed accounts.
- Collaborated with managers to provide customer feedback and recommend operational changes to meet emerging trends.
- Developed custom solutions for clients based on their unique needs and objectives, delivering tailored services that exceeded expectations every time.
- Evaluated potential risks associated with each account, implementing risk mitigation strategies when necessary to protect company interests.
- Met existing customers to review current services and expand sales opportunities.
- Developed strong relationships with key clients, leading to improved customer loyalty and long-term partnerships.
- Enhanced operational efficiency by streamlining processes and implementing new strategies.
- Stayed current on company offerings and industry trends.
- Developed and maintained client rapport and client satisfaction as measured by end-user satisfaction, client surveys and client feedback.
RR Donnelley
Associate Operations Account Manager
1 2018 - 04.2022
Job overview
- Managing the Account Operations for key clients across regions to ensure timely and accurate deliverables to the customers and management
- Managing vendor relationships and streamlining operations in Chennai by coordinating with multiple stakeholders
- Single point of contact (SPOC) for all issues related to Account operations for clients
- Identify the key factors for revenue leakage and control reducing the operating costs
- Frequent analysis on job inflow pattern to understand the resource and cost allocation.
- Implemented data-driven decision-making processes, resulting in better-informed strategic planning.
- Resolved customer issues promptly, maintaining a high level of client satisfaction through effective communication and problem-solving skills.
- Enhanced operational efficiency by streamlining processes and implementing new strategies.
- Defined measurement systems to monitor and report performance metrics and client satisfaction to client, company and employees.
- Managed a team of professionals, providing guidance and support for their professional growth.
- Developed custom solutions for clients based on their unique needs and objectives, delivering tailored services that exceeded expectations every time.
- Maintained high standards of service delivery, ensuring consistent performance across all accounts managed.
- Met or exceeded account objectives for revenue and gross profit.
- Analyzed client feedback received from surveys or reviews provided insights into improving overall service experience.
- Trained new employees on account management best practices, fostering a culture of continuous learning within the team.
- Implemented strict quality control measures to ensure consistency in service delivery across all managed accounts.
- Optimized account management processes for increased client satisfaction and retention.
- Built relationships with customers and community to promote long term business growth.
- Reviewed financial reports regularly to track account performance, making adjustments as necessary to optimize results.
- Stayed current on company offerings and industry trends.
- Collaborated with cross-functional teams to identify opportunities for process improvements and cost reductions.
RR Donnelley
Client Manager
01.2014 - 01.2018
Job overview
- Manage and lead a team of 81+ in size which includes Document specialists, graphic designers, Sr./Project coordinators, Transcription Specialists, Quality Control Specialists and Client Executives
- Underwent extensive training in Business Process Improvement and presented case studies on cross skilling internal resources for FTE account eventually resulting in cost saving
- Explore new business opportunities for expansion of services
- Identify the key factors for revenue leakage and control reducing the operating costs
- Value Stream Mapping (VSM) to identify the value & non-value added and reduce the touch points to simplify process and improve overall efficiency through automation.
Tata Consultancy Services
Team Leader
01.2011 - 01.2014
Job overview
- Management of Project Telstra (Australian Telecom project)
- Handling a team size of 51 in Customer Care Queue (CCQ)
- Processing the Customer requests with the turnaround time without missing SLA
- Ensure 100% Quality is carried out all through the business
- Responsible for the SLA (Service level agreement) to be met for the entire floor
- Complete consistency in meeting this target
- Derivation of a list of reports from start to end as required by the process
- Complete back-end operations for the telecom domain
- End to end provisioning for cases with errors
- Compliance and process adherence
- Weekly process updates with complete Quality Check
- Data validation at every stage.
Tata Consultancy Services
Business Analyst
01.2010 - 01.2011
Job overview
- Management of Project Indus Towers
- Development of an ePMO application for client utilization
- Preparation of Business Requirement Document (BDO) for the project
- Derivation of User Acceptance Test (UAT) cases
- Testing on derived test cases
- Derivation of the list of reports required for the process.
Tata Consultancy Services
Team Leader - Rewrite Verification
01.2009 - 01.2010
Job overview
- Management of Project Indus Towers
- Heading in-house team for verifying documents pertaining to rewrite (liquidation) booking
- Verification of addresses and other salary details of customers
- Verification of rewrite checklist fulfillment by the callers
- Enforcement off low rate reduction of rewrite cases post booking
- Drastic reduction of flow rate leading to improvement right from process commencement.
Tata Consultancy Services
Portfolio Manager
01.2006 - 01.2009
Job overview
- Managing the Account Operations for key clients across regions to ensure timely and accurate deliverables to the customers and management
- Handling vendors across Tamil Nadu along with responsibility for all deliverables from the agency in terms of numbers, audit, and others related to collections
- Recruitment of effective field executives and setting up of effective teams
- Responsibility for the productivity of the entire team
- Collection of credit card payments from delinquent customers
- Handling customer service & resolution customer queries
- Interaction with customers over the Telephone, handling of customer queries, retention of customers through query resolution
- Review of accounts with Customer Assistant Specialists (CAS) and ensuring that the targets are achieved
- Interaction with field collectors and field supervisors for daily collection report
- Monthly reviews with tele-callers & collection agencies
- Handling responsibility for Audit & Verification of trails updated for the agency
- Preparing weekly & monthly reports on agency performance & audits
- Maintaining high Customer Satisfaction (C-Sat) levels through optimum servicing and timely and appropriate query resolution
- Resolution of collection related queries of the customers routed through field collectors.
Tata Consultancy Services
Tele-caller
01.2004 - 01.2006
Job overview
- Achievement of assigned daily call targets assigned
- Achievement of target contacts and promise to pay
- Maintenance of quality of the calls is as per the Code of Conduct
- Achievement of roll forward, roll back, normalization & liquidation targets
- Monthly regular performance reviews with the supervisor.
Education
New College
Bachelor of Banking Management (BBM)
01.2003 - 04.2005
Skills
PMP Trained
Accomplishments
- Normalization Champion Award
- Star Agency Manager
- Agency Manager of the Quarter
- Best Team leader - April 2012
- Best Team Leader of the Quarter - Apr 2013
- Emerging Leader of the Year" award in Dec 2015
- Director's Special Award in Dec 2016
- Business Growth Champion" award in Dec 2017
- CC-Unplugged"; a divisional level initiative for employee engagement which involves gamification and the same was well received by the target audience in 2018 & 2019
Mobile Numbers
- 91 988 400 6158
Key Competencies And Skills
- Project Management
- Strong Decision Making
- Complex Problem Solver
- Result Oriented
- Creative Design
- Innovative
- Service-Focused
- Customer Focus
Event Management & DJ
Event Management:
With over a decade of experience, I have been intricately involved in the meticulous planning, organization, and execution of various events. These have encompassed a diverse spectrum, ranging from corporate conferences and trade shows to weddings, concerts, and festivals. My responsibilities have extended to overseeing all facets of event management, including budgeting, venue selection, logistics, catering, entertainment, marketing, and ensuring a positive attendee experience. I pride myself on possessing strong coordination skills, keen attention to detail, effective communication abilities, and the capacity to adapt to dynamic circumstances as a seasoned professional in this field.
Disc Jockey (DJ):
Drawing from over 13+ years of experience, I have honed the craft of selecting and mixing music to craft a seamless and captivating audio journey for audiences. In addition to technical prowess, I bring an intuitive grasp of crowd dynamics, music trends, and genre preferences, enabling me to curate playlists tailored to diverse audiences. My expertise spans various events, including nightclubs, bars, weddings, parties, corporate functions, and music festivals. Fueled by creativity, adaptability, and a deep-seated passion for music, I consistently strive to elevate the sonic experience to new heights.
Timeline
Operations Account Manager
R.R.Donnelley
04.2022 - Current
Client Manager
RR Donnelley
01.2014 - 01.2018
Team Leader
Tata Consultancy Services
01.2011 - 01.2014
Business Analyst
Tata Consultancy Services
01.2010 - 01.2011
Team Leader - Rewrite Verification
Tata Consultancy Services
01.2009 - 01.2010
Portfolio Manager
Tata Consultancy Services
01.2006 - 01.2009
Tele-caller
Tata Consultancy Services
01.2004 - 01.2006
New College
Bachelor of Banking Management (BBM)
01.2003 - 04.2005
Associate Operations Account Manager
RR Donnelley
1 2018 - 04.2022
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