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[QUOTE=seenu.vas;186265]M.SRINIVASAN MUNUSAMY [b]Email Id [/b]: srini.m0083 AT gmail.com ________________________________________ SENIOR CUSTOMER SUPPORT/ OPERATIONS MANAGEMENT PROFESSIONAL Seeking challenging assignments in a dynamic organization commensurate with my analytical and managerial skills with an opportunity for professional growth based on performance ________________________________________ EXECUTIVE PROFILE - Dynamic and diligent professional with over 3 years of experience in managing Customer Service Operations, Strategic Planning, Operations, Customer Satisfaction; currently spearheading functions as Senior Executive Support with Kohinoor Printers Private Limited. - Highly organized with effective customer service skills at all levels to manage business aspects; keen business acumen in analyzing and understanding business requirements, customer-value maximization and develop new business and revenue streams - Strong leadership traits and interpersonal skills with excellent ability to coordinate with different people at one time under difficult situations; adroit in bringing out the best in others while creating a healthy and friendly work environment, thus enhancing operational efficiency and optimizing resource utilization - Effective relations builder having ability to rope in high profile customers and retain their continued patronage with proactive customer services, Thorough knowledge in Customer Relationship Management with a flair to excel in a customer focused approach that fosters trust and allegiance - Strong interpersonal skills, with abilities to multi-task & adapt, handling risks under high-pressure environment and proven leadership and team building skills coupled with ability to direct teams in managing various services. Core Competencies Process Efficiency - Quality Analysis - Operations - Relationship Management - Strong interpersonal skills - Back End Operations - Customer Services - Office Administration - Business Correspondence - General Coordination - Team Management Technical Skills Operating Systems Win XP,Win2003server,Win NT server,Windows7/Mac Applications Microsoft office 2007,Desktop Publishing ________________________________________ CAREER GLIMPSE KOHINOOR PRINTERS PRIVATE LIMITED, PONDICHERRY since Jan’08 to Present Sr. Customer Support Executive - Deftly managing customer servicing operations as per SLA within prescribed TAT. - Building and maintaining healthy business relations with client especially high revenue commercial accounts through extensive follow-up procedures & mapping their requirements and providing them best solutions in terms of products. - Leading efforts across reducing customer attrition & retaining old customers, ameliorating customer satisfaction levels by identifying customer needs & taking measures for the same - Competently maintaining highest standards of customer service giving preference to customer satisfaction (by assessing individual client needs) & promptly resolving customer problems & concerns. - Proficiently working under time constraints and managing priorities. Remarkable ability to adapt to sudden changes and experience making difficult decisions. - Handling general administration and accountable for monitoring the overall operations, motivating sales team for revenue generation & managing profit centre operations with profitability excellence - Adept at establishing and using service level and response time objectives while planning and managing the service-level quality using the real-time management skills - Effectively ensured 100% resolution of complaints received; assessed customer feedback, analyzed and evaluated areas of improvement to provide better customer service - Instrumental in monitoring post service activities like follow-up with the customers, service reminders and handled customer grievances for superior customer service - Identifying & analyzing customer’s requirements by maintaining active & comprehensive conversation - Ensuring customer centric operations and identifying areas for improving and enhancing customer service initiatives through implementation of feedback received from them - Collecting and collating data and carrying out value added analysis to facilitate strategic planning - Preparing and maintaining daily MIS reports to evaluate the performance and efficiency of the process while undertaking root cause analysis - Leading efforts in developing & executing best practices & standard operating procedures targeting at organizational excellence. - Customers Handled - HUL [Pure it products] (Pondicherry Unit), Panasonic (Chennai Unit),HCL (Pondicherry Unit),Cholayil private limited (TADA Unit), Huechem (Coimbatore Unit),Chennai Pens/Faber castle (Chennai Unit),Dixcy Textiles (Tirupur Unit),Water Tec (Coimbatore Unit), Perfetti (Chennai Unit), ________________________________________ ACADEMIA Master of Business Administration, 2008, Mailam Engineering College, Afflicted to Anna University, 69% Bachelor of Business Administration, 2006, Saradha Gangadharan College of Arts & Science, Afflicted to Pondicherry, 60% Class XII, 2002 Gandhi Hr. Sec. School, Koot Road, State Board of Tamilnadu, 60.3% Class X, 2000 Gandhi Hr. Sec. School, Koot Road, State Board of Tamilnadu, 60% Training Attended Training on Advanced Diploma course in Integrated Building Management System in Vaishnav Intelligent Building Automation Pvt. Ltd Accolades - Participated in the International Conference Presentation of “Brand Image” in VIT College of Engineering, Vellore, - Represented college Football and cricket team in various competitions.[/QUOTE]
