A SENTHIL VELAVAN

E- mail : sjl.1788 AT gmail.com

Process management – Operations management – Customer Relationship management
Location Preference :South India

Career outline :
Insightful experience of with 22 years in the areas of Operations Management, Process Management, Team management , Customer Relationship Management and Vendor development. Experience in analyzing, conceptualizing & executing strategies to drive and desired targets . Proficient at leading teams for running successful process operations ,experience of developing procedures, Proven track record of managing Processes / SOPs streamlining work-flow. Excellent interpersonal, communication and organizational skills with demonstrated abilities in team / crisis / customer relationship management, Plastics Injection moulding, Zinc Pressure Die-casting.

Career Contour :
Company 1. Ideal Fastener (I) (P) Ltd., MEPZ.,Chennai Manager since June’12
Process Management :
- Mapping production requirements and coordinating in developing and implementing processes in line with Pre-set guidelines.
- Monitoring the overall functioning of processes , identifying improvement areas and implementing measures to maximize customer satisfaction level.
- Conducting internal process audits & process reviews for ensuring strict adherence to the process parameters systems as per defined guidelines.
- Identifying, qualifying and pursuing business opportunities through market surveys and mapping as per targeted plans as well as through lead generation.

Operations Management :
- Framing work direction & plan for associates after assessment of their capabilities , preparing & presenting various weekly / monthly MIS reports pertaining to process / productivity.
- Setting up targets , SOP (Standard Operating Procedures) & maintaining CTQ (Critical to Quality) /CTP (Critical to Process) targets.
- Providing value added solution services by program reviews ; monitoring the post service activities like follow up with the clients, service reminders and handling customer grievances for superior solution centre experience.

Customer Relationship Management :
- Mapping client’s , identifying improvement areas & implementing measures to maximize customer satisfaction levels.
- Ensuring continuous interaction with the customer to make sure that area of concern can be worked upon for improved service levels.
- Setting out quality standards for various operational areas, ensuring a high-quality customer experience while adhering to the SLA’s and work processes.

Team Management :
- Managing a team of 45 people and performing functions viz. manpower planning, recruitment & selection , induction, performance appraisal, training etc.
- Leading , mentoring & monitoring the performance of team members to ensure efficiency in process, operations and meeting of individual & group targets.
- Conceptualizing & developing need based training for developing multi skilled work force within sub process for optimum efficiency.

Highlights :
- Maintaining ISO records , registers and assisting the HR in recruiting people.
- Conducting training sessions and up-dating the team members about change in policies.
- Increased the employee productivity and the overall efficiency by introducing processes and procedures that eliminated duplication and reduced the time to complete month end reports.
- Reduced the time required to respond to the customer requests and improved customer satisfaction by providing front line counter staff with the skills , knowledge authority needed to resolve customer enquiries and complaints.
- Carried out process audits for ensuring the procedures are being followed and highlighted factual inaccuracies at initial stage at which it can be controlled.

Company 2. Vijai Electricals Ltd., Hyderabad Sr. Executive August’08-May’12
Key Responsibilities :
Handling the following :
- Co-coordinating with Quality managers and senior management for speedy resolution of escalated issues ; resolving complaints received.
- Day-to-day operations like sub-assemblies and final assemblies of vacuum interrupters high vacuum brazing furnace process and monitoring in clean-room environment of class 1000 and maintenance of the same.
- Responding to customer issues on a daily basis and resolving their queries.
- Interacting with the customer to gather their feedback regarding the products’ utilities . Maintaining cordial relations with customers to sustain the profitability of the business.

Highlights :
Consistently achieved a high level of customer satisfaction by exhibiting a positive attitude and building trust , by ensuring commitments are met and expectations are exceeded by offering additional information about the company’s products in line with customer needs and priorities. Suggested clients about various policies according to their needs.

Company 3.Sanghi Industries., Zip manufacturing Div., Hyderabad as Dy.Manager Feb’94 to July 08

HOD for Plastics Injection molding (Delrin, Iupital, Lucky Lucel,Kepital), Zinc pressure Die-casting(zamak- 5,Electrical heating), Extruder for Polyester monofilament, slider assembly depts.,

Company 4. ITW signode (I) Ltd., (Electrical switches manufacturing Div.,) Hydereabad.as Tech. Asst., Jan’93 to Jan’94

Company 5. Reed Relays & Electronics (I) Ltd., Chennai-96 as Supervisor for key-switches, Float switches, Relays assembly and plastics injection molding July’91 to Dec’92

Company 6. TVS Electronics (I) Ltd., Tumkur Computer peripherals manufacturing as Engineer Trainee(QA) Oct’90to June’91

Education :
PGD- Plastics Tech., from CIPET-Chennai -1990
B.Sc., Physics from St.Joseph’s college. Trichy

Personal details :
Date of birth :15.05.67
Contact address : Chitlapakkam. Chennai-94
Native address :Cuddalore Dt., 608601
Nationality : Indian
Marital status : married
Dependents : 2
Languages known : Tamil, English, Hindi, Telugu