Sharon Manickaraj
Brighton
Summary
Seasoned Support and Operations Manager and talented leader with 10+ years of experience applying exceptional planning and analytical problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid encouraging management flair and leading and motivating, as well as excellent customer relations aptitude, relationship-building skills and talent for spotting areas in need of improvement and implementing changes with strategic approach. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Support Operations Manager
Eighty Options Pty Ltd
10.2018 - Current
- Providing leadership, guidance and support to staff members.
- Continuously develop and implement strategies to maximise customer satisfaction.
- Establishing positive and effective communication among staff, reducing miscommunications, and missed deadlines.
- Identifying and resolving unauthorized, unsafe, or ineffective practices.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Directing initiatives to improve work environment, company culture or overall business strategy.
- Observing each employee's individual strengths and initiated mentoring programs to improve areas of weakness.
- Implementing business strategies, to improve efficiency of the team.
- Working on tender responses and proposals to secure new projects.
- Managing purchasing, sales, marketing and customer account operations efficiently.
- Analysing network security and current infrastructure, assessing areas in need of improvement.
- Overseeing and coordinating the support team and triaging issues reported.
- Prioritising and scheduling changes with the support team and communicating progress with the client.
- Liaising with the project team for handovers where systems change from projects to ongoing support.
- Performing software testing activities and provide user experience (UX) guidance to the developers.
- Reviewing new opportunities to drive business strategy at planning sessions.
- Set goals and formalized policies to maximize team performance and keep project on-task.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Developed and maintained relationships with external key stakeholders.
- Efficiently gathered client requests that relates to quite complex technical systems.
- Performing initial investigations to estimate complexity of changes or if it needs to be escalated to a project team.
- Documenting system requirements and administration manuals.
- Proven ability to develop and implement creative solutions to complex problems.
- Self-motivated, with a strong sense of personal responsibility.
- Continuously learning and adapting to new technology and software applications.
- Working effectively in fast-paced environments.
Advisor
Sunyra Lanka
01.2017 - 01.2019
- Assisting in drafting proposals and presentations for pitch.
- Calculating gap analysis and project budget.
- Setting up the marketing plan.
- Connecting founders with investors.
Senior Project Executive
Small Axe
01.2015 - 09.2016
- Facilitated the set-up of Small Axe’s digital wing in Colombo, liaising with the parent company in London.
- Managed a dynamic team clustered in various simultaneous projects.
- Planned projects end to end, and executed the projects using Agile, Scrum, and Kanban methodologies.
- Conducted risk and quality assessments.
- Initiated, devised, implemented and actively monitored a comprehensive support system providing clients direct, round the clock support.
- Trained new interns and mentored and coached them in various areas.
- Implemented processes in operations for an efficient workflow, including a sound QA system.
- Coordinated with engineering team based in Colombo and the accounts management team in London in addition to liaising with clients around the globe.
- Carried out extensive research in implementing payment methods for websites, setting up MailChimp, Google Analytics and CRM (Blue State Digital) systems for customers.
- Worked with Github, and Slack.
- Worked on the following websites as Project and QA Lead - Ambitious about Autism, Robin Hood Tax, Divine Chocolate US, Divine Chocolate UK, Little Duck Organics, Caroline Lucas, Mind, Equality Now, and Global Alliance for Tax Justice.
Head of Projects
REDLIME
01.2012 - 01.2014
- Liaised with clients and the third party to carry out the projects that come through.
- Monitored third parties to ensure guidelines are met.
- Coordination between various production companies, overseas event managers, ministries and the Colombo core team.
- Worked on projects which were delivered off-site – domestically and internationally.
- Managed projects with live deliverables.
- Worked with various teams to get marketing and corporate materials out for specific companies and their partners.
- Led team and oversaw research to create a niche retro themed radio station for the Sri Lankan market.
- Project lead in a political campaign for a parliamentary electoral candidate and oversaw the production of campaign videos and print promotions.
- Scriptwriter and project lead in a 14 part learn Tamil skits.
- Project lead and translator for Road Safety stop motion videos in English, Tamil, and Sinhala for the Traffic Police in Sri Lanka.
- Project lead on a sensitive topic for the police force in explaining police brutality and abuse via stop-motion films in English, Sinhala, and Tamil.
- Associate project lead in a film showcasing the aftermath of Tsunami and the rehabilitation progress.
- Worked for the following clients and independent projects – Amana Bank, The Asia Foundation, Sri Lankan Tourism Ministry – Get Sri Lankan’ed, News 1st, Legends FM, Yes FM, Shakthi FM, Shakthi TV, Philips TV Show, Abans, The Capital Maharaja Corporation and worked on campaigns for intimissimi, M&S, Victoria’s Secret, Fila, Dim, Calvin Klein, Decathlon via Textured Jersey
Management Trainee
Ceylon Asset Management
01.2011 - 01.2012
- Assisted in the creation of marketing plans.
- Created pitch presentations.
- Organised and facilitated meetings with key stakeholders.
- Liaised with prospective investors.
- Drafted legal documents.
- Drafted corporate proposals.
Education
MBA -
Macqaurie Graduate School of Management
Sydney09-2018
Bachelor of Arts - Economics
Ethiraj College For Women
Tamil Nadu, India07-2011
Skills
- Operations Management
- Support Management
- Project Management
- Workflow Optimisation
- Customer Service and Retention
- Cross-functional coordination
- Process Improvement
- Maintenance Planning
- Incidents management
- Organizational Management
- Performance monitoring
Certification
- Certified ITIL® Foundation Certificate in IT Service Management
- PRINCE2® 6th Edition Foundation in Project Management
Timeline
Support Operations Manager
Eighty Options Pty Ltd
10.2018 - Current
Advisor
Sunyra Lanka
01.2017 - 01.2019
Senior Project Executive
Small Axe
01.2015 - 09.2016
Head of Projects
REDLIME
01.2012 - 01.2014
Management Trainee
Ceylon Asset Management
01.2011 - 01.2012
- Certified ITIL® Foundation Certificate in IT Service Management
- PRINCE2® 6th Edition Foundation in Project Management
MBA -
Macqaurie Graduate School of Management
Bachelor of Arts - Economics
Ethiraj College For Women
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