S

S.P. KARTHIKEYAN

+91 98456-78422, +91 98941 67277

sp.karthikeyan@gmail.com

SENIOR OPERATIONS MANAGEMENT PROFESSIONAL with nearly 8 years of experience in the service sector. The core competencies entail: Process Management

Operations Management

Project Management

Process Improvement

Quality Assurance

Quality Audits

Statutory Compliance

Sales

Business Development

SLAs

Client Servicing

Revenue Enhancements

Team Management

Reports/ Documentations Liaison/ Coordination

People Management

Training & Development

Staff Motivation

Capable of managing & leading teams for running successful process operations & experience of developing procedures, service standards for business excellence under multiple delivery models right from complete offshore to a mix of offshore and onshore models. Expertise in extending service delivery across significant verticals. A highly versatile proactive leader with a passion to deliver, extensive managerial skills, natural ability to identify and capitalize upon opportunities to maximize performance and optimize company profits. Resourceful, multilingual, result-orientated professional with strong communication and interpersonal skills and proven ability to surpass targets within deadline, regardless of pressure.

THE BUSINESS SKILLS Monitoring overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level. Overseeing process improvement initiatives through system changes, process realignment/ redefining & efficiency management. Sending reports to the top management and maintaining the agreed SLA & thereby focusing on maximizing customer experience while optimizing costs. Implementing short/long-term plans for achieving process objectives. Coordinating with process managers to provide them with the feedback related to the trainings and the recruits that would be joining their process. Handling sales/business development operations thereby achieving increased sales/maximizing profits. Effectuating plans for augmenting the business volume by enhancing brand recall. Initiating and developing relationships with key decision makers in target organizations for business development. Supervising customer service operations for rendering and achieving quality services; providing first line customer support by answering queries & resolving their issues, ensuring minimum TAT. Maintaining cordial relations with customers to sustain the profitability of the business. Handling customer grievances and resolving issues. Identifying and implementing strategies for building team effectiveness by promoting a spirit of cooperation between team members.

EMPLOYMENT PROFILE

Since Nov06: Virgin Animations Pvt. Limited (www.virgincomics.com)

Creative Services Manager

Main Roles & Responsibilities:

Managing the gamut of tasks including overseeing the workings of 10 pencillers, 40 colourists, 4 graphic designers as well as 6 pre-press personnel.

Directing the complete creative services operations for outsourcing jobs of US clients.

Efficiently handling 12 titles of original content.

Ensuring adherence to the SLAs as decided with the client and management.

Interfacing with Editorial team in US and support teams to get the task completed on time. Scheduling the work timings of the shifts as per the process requirements.

Significant Achievements:

Organized and conducted:

Personality development sessions for all colorists (entry level staff).

Team interaction sessions to develop the quality of work.

Integrated the:

FIFO method for prepress work.

Scheduling of work for all the comic titles (to ensure the titles hit the stands on time).

Instituted a system of conducted regular interfacing of team and the colorists from Tamilnadu.

The above system facilitated a congenial work environment & quality work

Amplified the number of titles from 7 to 20Mar06 to Oct 06: Logix Microsystems Limited (www.izmocars.com)

Program Manager

Chief Roles & Responsibilities:

Skilfully managing over 90 clients in the Automobile domain for US Market.

Involved in providing suggestions to the clients on various aspects such as sales increase through Email campaigns, banner development, micro-site development and homepage enhancement.

Actively involved in analyzing:

Market and suggesting the clients about the various campaigns that can be done for them.

Pattern of customers visit and exit, providing suggestions to clients and implementing the same.

Spearheading the team of 40 including 5 Account Managers, 2 Team Leaders, 5 Specialty Agents, 8 Content writers and 20 Entry level agents.

Significant Achievements:

Orchestrated SEO, SME its uses and importance a training session for all the online marketing team.

Played a key role in introducing and implementing:

Personal Growth plan for existing employees hence various entry level employees to moved on to specialized software field within our organization. Suggesting the clients program where in we do a research on the ongoing marketing activities in US market and suggest better campaigns for our clients to increase their sales through online marketing.

Que system for all the clients campaign hence facilitating effective utilization of the design and copy writing department.

Expanded the client base from 35 to 105 in a span of 6 months with effective online campaigns and prompt follow ups.

Apr05 to Dec 05: Apex IT World

Operations Consultant

Main Roles & Responsibilities:

Dexterously managing operations for obtaining business for the company and developing it in Coimbatore.

Mentoring a team of 20 personnel involving 2 proof readers for the profitability of the business

Significant Achievements:

Played a key role in handling APEX IT from inception stage.

Facilitated concentration on 3 types of transcription rather than 1

Aug03 to Aug 04: Dell International Services

Sales Coach / Team Leader Services

Main Roles & Responsibilities:

Monitoring the up selling operations of the company ensuring revenue increase and business volumes. Managing 5 teams including 60 personnel at POS and 1 team of 5 agents at APOS.

Resourcefully handling the non-technical, inbound and outbound process for Australia & New Zealand.

Significant Achievements:

Demonstrated capabilities in over achieving the service target by 20% and installation target by 2%.

Fore fronted the development of the weekly performance chart with individual and team metrics.

Introduced 2 new service packages thereby increasing the margins for the organisation.

Participated in Dell Direct to Top for Asia Pacific Region in Bali.

Conducted sales training skills (for Point of sales and After Point of Sales teams).

Suggested and introduced 2 new service packs for Australia/New Zealand market.

Initiated the weekly performance dashboard to increase the sales.

Attended Dell to Top awards in Bali as one of my trainee achieved top results in service upsell.

Mar02 to Jul03: Direm Marketing

Program Executive

Key Deliverables:

Managing training and implementation of TAL.

Involved in confirming venues, trainer, and dates and motivating the participants in Coimbatore District.

Concentrating more on the rural schools.

Commenced career with Al-Taibah Impex as Sales Manager, Jul99 Jan02

Learning ContourMasters of Foreign Trade [MFT], Bharathiar University, India in 1999

Bachelor in Business Management [BBM], Bharathiar University, India in 1996

Personal AccountDate of Birth: 15th November 1975

Nationality: Indian

Passport Number: F4799596

Marital Status: Single

Languages: Telugu, Tamil, English, Hindi & Malayalam

Address: 7, Thulasi Ramdass Mutt Road, Frazer Town,

Bangalore 560 005.

ReferencesAvailable on Request