CRM
Surya Prabhu
Operations Manager
Melbourne,VIC
Summary
Innovative and Comprehensive personality with post graduate degree in Master of Business Management with majors in Marketing, having 10 years of professional experience acquired excellent work ethic and ability to adapt to the changing work environment. Developed organizational skills using MS office suite, ERP and CRM solution proficiencies. Focused on achieving KPI’s and eager to build a career in sales and marketing. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
11
11
years of professional experience
6
6
years of post-secondary education
Work History
Operations Manager
TSA Group
9 2022 - Current
- Provide high level guidance to Team Leads and support their team to achieve effective service delivery and customer satisfaction by maintaining 85% NPS Medalia score
- Ensured quality of work and compliance across Property, Motor and commercial claims
- Mentored and coached Team Leaders and aligned them with TSA Values and self-development
- Conducted regular documented one on one’s with Team leads followed by regular follow up on goals and opportunities
- Completed administration tasks within required SLA’s and as per TSA approved procedure guides
- Liaised with Stakeholders to provide progress update presenting data via Weekly Business Review and monthly Operating Score Card
- Coaching sessions with Team Leads on opportunities to help them in achieving low attrition and high Quality assurance results at 95%.
IAG Customer Service Manager
TSA Group
12.2021 - 09.2022
- Manage team and individual to ensure customer queries are identified and resolved to improve customer satisfaction to reflect 90% result on complaint handling
- Effectively managed broker escalations to provide solutions and fast track commercial claims progression to achieve monthly target of 800 claim closure
- Liaised with Steadfast, Ausbrokers, Insurance advisernet and Gallagher brokerage firms to progress and finalise claims
- Delivered and documented effective one-on-one coaching feedback to improve team member performance
- Facilitate regular team meetings to ensure team KPI are communicated to ensure process improvement and decisions are cascaded to team members.
- Responsible for adhering to SLAs for all claim activities including contact time frames
- Presenting business updates to stakeholders on claims progression and programme show casing strong stakeholder management skills
- Strong history of achieving targets by consistently having lowest unplanned absence and high claims per hour
- Managed Leadership team as acting Operations Manager to ensure continuous Operational Excellence and provide ongoing support to for programme and commitment to business
- Implementing and showcasing creative ideas around employee engagement to increase in office attendance.
Customer Service Representative
TSA Group
05.2021 - 12.2021
- Managed inbound and outbound call services
- Kept customers informed of their claims process through multiple
- Navigated through multiple system whilst maintaining customer engagement on the phone
- Contacted clients and builders via telephone, email and SMS to update claims progression
- Adhered to service level agreements during settlement of claims and followed dispute resolution process when necessary
- Interacted with customers, assessed each situation on an individual basis to ensure correct and fair action is taken to progress claims
- Communicated accurate information to customer in a clear and non-technical manner
- Managed complaints and case managed claim to ensure a smooth transition and provide a hassle-free customer service experience
- Assisted our client in an exceptionally smooth and fast lodgements of claims during a major event.
Customer Service Representative
Spotless (Yarra Trams)
05.2019
- Managed inbound and outbound call services
- Main point of contact for all enquires
- Managed contract files and assisted in setting up checklist
- Managed a team of junior customer representative
- Processed application forms, orders, and requests in a timely manner
- Responsible for day-to-day data entry including staff management, and stock management
- Responsible for distribution of chemicals and PPE among Staff
- Assisted clients in resolving their complaints via phone calls and emails.
Intern
Deakin ACCIONA World Solar Challenge
01.2019 - 04.2019
- Responsible for managing logistics of 200 participants from Geelong to Adela102ide
- Responsible for negotiating with multiple vendors for quotes on accommodation, transport, kitchen equipment and communication
- Created cost structure based on 4-week journey plan
- Researched extensively on all safety precautions for teams based on health and safety standards.
- Provided exceptional customer service by promptly addressing inquiries, ensuring a high level of satisfaction among clientele
- Prepared project presentations and reports to assist senior staff
- Created and managed project plans, timelines and budgets
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services
Sales and Business development Manager
Enersave Lighting Solutions Pvt Ltd
06.2013 - 04.2018
- Identified key areas of weakness in pricing and implemented changes to pricing strategy which helped improve firm’s sale by 27%
- Price negotiation with customers for new contracts
- Allocated budget across all channels to enhance ROI
- Developed differential pricing based on customer profile to construct a symbiotic partnership base
- Assisted in designing lighting solutions for commercial projects increasing value addition and sales and revenue by 30%
- Excelled in promoting of over 200 plus lighting products in retail and commercial projects
- Responsible for relationship management and upselling
- Engaged in generating multiple leads, converted leads into prospective clients and finalised sales.
Education
MBA - Marketing
Deakin University
Melbourne, VIC 01.2018 - 04.2020
Bachelor of Business Management -
PES University
Bengaluru 01.2010 - 04.2013
Skills
SALESFORCE TARGETOperations ManagementAdherence to SLAProject Management
Problem solving
ERPTeam Development
Excellent Communication
Key stakeholder relationship building
Problem-solving abilities
Complaint resolution
Inbound Call Management
Quality Assurance Controls
MS Office
References
Available on request
Software
Timeline
IAG Customer Service Manager
TSA Group
12.2021 - 09.2022
Customer Service Representative
TSA Group
05.2021 - 12.2021
Customer Service Representative
Spotless (Yarra Trams)
05.2019
Intern
Deakin ACCIONA World Solar Challenge
01.2019 - 04.2019
MBA - Marketing
Deakin University
01.2018 - 04.2020
Sales and Business development Manager
Enersave Lighting Solutions Pvt Ltd
06.2013 - 04.2018
Bachelor of Business Management -
PES University
01.2010 - 04.2013
Operations Manager
TSA Group
9 2022 - Current