1. Microsoft Certified A+ Professional
Service Delivery Manager /Operations –8.8 yrs of Experience
Executive Summary (Technical & Customer Service Expertise)
Reporting to Head of Operations and directly managing a team of 2 Team Leads and 2 SME’s and indirectly 68
FLA’s for both Customer serviceand Technical supportfor UK, APAC, EMEA and NA.
An Ambitious and Optimistic Business Executivewith proven abilities in managingprojects,efficiency of
Operations,detailingprojectinformation to determine effective processes for Operations.
Demonstrated ability to motivate staff to maximisethe productivity and control costs through effective
uses of manpower and availableresources.
Able to identify areas of strengths and weakness and implement company policies,standards,changes in
Operation that optimizes productivity and Service Delivery.
AREAS OF EXPERTISE
OPERATIONS MANAGEMENT PROJECT RESTRUCTURING
PROGRAM DEVELOPMENT STRONG LEADERSHIP / PEOPLE MANAGEMENT
RECRUITMENT – PROGRAM RAMP-UP CLIENT COMMUNICATIONS
TRAINING AND DEVELOPMENT ESTABLISH ETHICAL WORK PLACE
RESOURCE MANAGEMENT NEW PROCESS/BUSINESS IMPLEMENTATIONS
MOBILE OPERATING SYSTEMS( Android, Blackberry & iOS) AVAYA CMS 13 , 14, 16
PROFESSIONAL EXPERIENCE / Roles & Responsibilities
Current Work Experience –Merit Software Solutions- May- 2014 – till date
Currently employed with Merit Software solutions as a ServiceDelivery Manager,Managingday to day operations
on Customer Service, DBMS , Email Support & Retailer profiling.
Roles and Responsibilities as a Service Delivery Manager:
Improved the Team revenue by +23% againstthe profitmargin within a time span of 7 months.
Managed an attrition level of 3.2% and Shrinkageat 4.6% throughout the year.
Continuous innovation’s in terms of improvingthe Project Quality and Agents Productivity.
2. o Implementation of new ideas to reduce the handle time from 7mins to 3 mins.
o Process revamp on monitoring the updates and cascadingitto the team through automation.
o Improvement on reducing the bounce backs for contacts from 19.5% to 13% within 3 months.
Re-structured the KPI’s to align the metrics for the agents to improve the productivity.
Lead calibration process with Quality team and Continuous achievement on maintaining the teams quality at
above 97% on clientaudits.
Leadership development conducted for the upcoming team leaders within the team.
Mentor Leads & Managers -Enhancing the knowledge on the TL’s, SME’s and agents by coaching and helping
them with additional responsibilities.
Promote excellence and best clientsatisfaction throughoutthe project.
Preparing Weekly, Monthly and Quarterly reviews on achievement to the higher management.
Risk analysiscarried when required for the project.
Managing revenue and costdrivers.
Operatingon a planned budget.
Workingwith internal / clientteams on Invoicing,AR and PO
Prepare monthly / quarterly revenue / margin projections
Resource planning (People/ IT)
Previous Work Experience -Sutherland Global Services: April- 2007 – May -2014
Establish strategic partnershipswith Clients and work collaboratively with operations,recruitment, training,
transitions & ServiceDelivery.Work with all operatingdivisions to determine product life-cyclestrategies including
Beta Testing, launch strategies,and work to resolvepost-launch problems with the development team. Directly
managing 8 TL’s and 8 SME’s.
Roles and Responsibilities as a Sr. Team Manager:
Delivered immediate and impressive results with successful monthly, quarterly and yearly turn around and
Handle Weekly Business Reviews, Weekly Ops Reviews, MOR’s with the client for Mobile OS and Production
metrics, C-satscores improvement plans ,FC/ HC Planningetc .
HandlingUS and Uk clients on daily basis .
Working towards the client requirement by cascading updates to the team there by increasing the profit
Transitioned supportfor 7 Ver products of McAfee product for Windows & 3 versions for MobileOS
Held Accountability for Marketingand Business Development in McAfee for their launched MobileProducts.
3. Developed both long-range and short range marketing plans and formulated the strategies in an impressive
manner to the Service Delivery Team.
Developed the best Customer Satisfaction Rating for McAfee products for consistent quarters from the year
2012 to 2014.
Also developed the best Customer Satisfaction Rating for McAfee products for consistent quarters from 2013
Revitalized and expanded a stagnantprogram function, growing total revenue by 20% with bigramp-ups.
Managed the growth of all existingaccounts and implemented a strongethical work place.
Controlled Attrition by encouraging employees and value their contributions, Managed an attrition of less
than 3% for the year 2013-2014,2014-2015 still the sametrend .
Fostered innovation that included risks to improve the performance and provide strong quality of service and
Good Knowledge on Windows based OS till Win 10 and Mobile Operating Systems namely ( Android,
Blackberry & iOS)
Have worked on Product development on Mobile operating systems names iOS 5 &6 , Android from 2.3 to
CLIENT SATISFACTION REVENUE GENERATION
BUSINESS RESULTS TEAM BUILDING
RECRUITMENT AND EMPLOYMENT PERFORMANCE ENHANCEMENT
ORGANIZATION DEVELOPMENT EMPLOYEE RELATIONS
QUANTITATIVE DATA SUMMARIZATION AND REPORTING STAFFING REQUIREMENTS /WFM
CREATIVE BRANDING AND VERTICAL MARKETING PROJECT BUILDING
COST & EFFICIENCY DELIGATION
Overall EXPERIENCE – 8.6 Yrs – Manager -Operations Management
SUTHERLAND GLOBAL SERVICES Apr 2007 – May 2014
MERIT SOFTWARE SOLUTIONS May 2014 – Till Date
Bachelor of Engineering: Chemical Engg from St.Peter’s Engg College, Chennai
OnTrac Certified Leader from Sutherland Global Services.
Microsoft Certified Professional (A+) by Microsoft.
Management Development Programme completed by MDP Training (UK).
Date of Birth : 08 – Jun – 1985
Father’s Name : Anbalagan P
Marital Status : Single
Languages Known : English,Tamil
Phone Number : 91-9940145804
Date : 16/JANUARY/2016 Signature :