Elanseran Elango
Operations and Training Supervisor
Sydney,NSW
Summary
Accomplished Training and Operations Supervisor with a proven track record in designing, implementing, and optimizing training programs across various industries. Demonstrated expertise in assessing training needs, developing tailored learning solutions, and evaluating program effectiveness to drive ongoing enhancements. Dynamic and results-driven professional with over 7 years of experience overseeing operational functions and delivering impactful training initiatives.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Supervisor – Operations and Training
Concentrix Technologies, India Pvt Ltd
07.2021 - 02.2025
- Client: Leading healthcare chain in UAE (Premium Division)
- Handled daily operations including patient care and experience with compassionate, patient-centred service.
- Managed shifts and workload distribution, ensuring service level (SL) and answering level (AL) were consistently met.
- Maintained clear communication with hospital managers and patients to address queries and concerns accurately.
- Conducted continuous training and development initiatives, achieving 90%+ transactional quality and 95%+ CSAT.
- Led daily briefings, tracked KPIs (Attendance, Quality Score, Conversion Rate), and reviewed performance metrics (SL, AL, AHT, CSAT).
- Consulted with clients on operational improvements, process enhancements, and system performance boosts.
Subject Matter Expert – Cisco WebEx Meetings
Movate Technologies India Ltd (formerly CSS Corp)
08.2018 - 05.2019
- Client: Cisco Systems Inc.
- Expertise in cloud-based meeting platform configuration, deployment, security compliance, and governance.
- Troubleshot technical issues, developed training materials, and built knowledge bases for users and IT administrators.
- Managed hybrid environments, integrating with MS Office 365, Google Workspace, Jabber, and other productivity tools.
Subject Matter Expert – Lead Generation Campaigns
Allsec Technologies India Ltd
08.2010 - 11.2013
- Client: US and UK-based projects
- Generated leads for US-based education consultancy "My Footpath" and enrolled students in various diploma and campus programmes.
- Handled sales, customer service, and debt management for Quick Quid, Payday UK, and Empire Today.
Education
Master's - Business Administration
Annamalai University
01.2022
Bachelor's Degree - Physics
Annamalai University
01.2017
Bachelor's - Engineering
Hindustan University
01.2010
Skills
- Genesys Worktime & Telephony
- Intersystems
- CRM and Query Management Systems (QMS)
- ProHance Workflow Insights
- Wireshark and Microsoft Network Monitor
- Training and mentoring
- Goal oriented
- Staff management
- Customer service
- Attention to detail
- Employee motivation
- Decision-making
- Complex Problem-solving
- Strategic planning
- Staff development
- Staff discipline
- Analytical thinking
- Team building
- Operations management
- Processes and procedures
- Process improvement
- Process monitoring and improvement
- Project management
- Schedule development
- Relationship building
- Priority management
Accomplishments
Driven team for achieving 95% above CSAT.
Achieve 90% quality score
Entrusted point of contact for the client
Performance rating 5 (Exceptional) for year 2024
Key owner of project inception and transition including training and deployment
Certification
TitleIssuerIssuedCredential ID
Do We Have A Failure to Communicate?
SkillsoftDec 202263937587
Navigating Other People's Emotions
SkillsoftDec 202264292979
Six Sigma and Lean: Foundations and Principles
SkillsoftDec 202263926580
Facing Confrontation in Customer Service
SkillsoftJun 202252274211
Trust Building through Effective Communication
SkillsoftJun 2022—
Providing Effective Internal Customer Service
SkillsoftApr 202249739732
Customer Service: Strengthening Your Service Skills
SkillsoftFeb 202246745583
Customer Service: Adapting to Your Customers' Cues
SkillsoftDec 202143486564
Customer Service: Engaging with Customers
SkillsoftDec 202143148946
Customer Service: Fostering a Service Mindset
SkillsoftDec 202143158704
Customer Service: Interpreting Customers’ Service Priorities
SkillsoftDec 202143486405
Enterprise Support
Concentrix
Languages
Tamil
Native or Bilingual
Interests
Music
Aeromodelling and Electric Radio Contol Aircraft Pilot
Timeline
Supervisor – Operations and Training
Concentrix Technologies, India Pvt Ltd
07.2021 - 02.2025
Subject Matter Expert – Cisco WebEx Meetings
Movate Technologies India Ltd (formerly CSS Corp)
08.2018 - 05.2019
Subject Matter Expert – Lead Generation Campaigns
Allsec Technologies India Ltd
08.2010 - 11.2013
Master's - Business Administration
Annamalai University
Bachelor's Degree - Physics
Annamalai University
Bachelor's - Engineering
Hindustan University
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