Rajkannan Gopalakrishnan
Summary
Highly motivated and results-driven Operations Manager with extensive experience
in leading and optimizing operational efficiency. Proven track record of successfully
managing teams and implementing process improvements. Seeking a challenging
role where I can utilize my strong leadership skills and drive operational excellence
to contribute to the success of the organization.
Overview
6
6
years of professional experience
Work History
Operations Manager
Agape Connecting People
09.2023 - Current
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and maintained relationships with external vendors and suppliers.
- Developed systems and procedures to improve operational quality and team efficiency.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Analyzed and reported on key performance metrics to senior management.
- Oversaw facility maintenance, ensuring optimal functionality of equipment and infrastructure at all times.
- Facilitated smooth collaboration between departments through clear communication channels.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Developed and implemented strategies to maximize customer satisfaction.
- Handled staff training initiatives aimed at upselling the workforce to meet dynamic industry demands.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
TEAM MANAGER / OPERATIONS MANAGER
TELE-CENTRE PVT. LTD.
- Managed a team of 40 employees, overseeing their day-to-day operations and ensuring efficient workflow, resulting in a 20% increase in productivity
- Developed and implemented standardized processes and procedures, leading to a 30% reduction in operational errors and a more streamlined work environment
- Led successful cross-functional projects, collaborating with various departments to achieve organizational goals and increase overall customer satisfaction by 15%
- Conducted regular performance evaluations, providing constructive feedback and coaching to team members, resulting in a 25% increase in employee engagement and retention rate.
Digital support Senior Executive
GRAB
02.2019 - Current
- Managed a team of digital support specialists, overseeing all aspects of customer service and technical support, resulting in a 20% increase in customer satisfaction ratings
- Developed and implemented a comprehensive training program for new hires, resulting in a 30% reduction in onboarding time and improved overall team performance
- Streamlined the digital support ticketing system, reducing response time by 40% and ensuring timely resolution of customer issues.
TEAM LEADER
SINGTEL
01.2018 - 02.2019
- Led a cross-functional team of 15 members, successfully completing a complex project ahead of schedule, resulting in a 20% increase in customer satisfaction and a 10% boost in departmental efficiency
- Mentored and coached team members to enhance their performance, resulting in a 15% increase in productivity and a 10% reduction in errors
- Streamlined processes and implemented performance metrics, resulting in a 20% reduction in waste and a 15% increase in overall team productivity.
Education
BUSINESS ADMINISTRATION | MBA -
MURDOCH UNIVERSITY
01.2022
MANAGEMENT | ADVANCED DIPLOMA -
KAPLAN HIGHER INSTITUTE
01.2020
Skills
- MS Office 365
- Team player
- Problem Solving
- Integrity
- Communication
- Active Listening
Accomplishments
- Conducting sessions with the team leaders and their coaches.
- Identifying areas of improvement and conducting sessions.
- Leading teams of advisors and coaches.
- Taking care of the smooth running of the projects undertaken.
Languages
English
Malay
Tamil
Web
www.linkedin.com/in/rajkannan-a-gopalakrishnan-348b591a3
Personal Information
- Date of Birth: 11/14/90
- Nationality: Malaysian
Awards
- Best Attendance, Tele-Centre Pvt Ltd, I am honored to have received the prestigious Best Attendance award from TeleCentre. This recognition highlights my commitment and dedication to punctuality and reliability in the workplace., 2022
- Overall Best Performance, Grab, I am proud to have received the Overall Best Performance award from Grab. This prestigious accolade recognizes my exceptional performance and dedication in delivering outstanding results. It is a testament to my ability to consistently exceed expectations and contribute significantly to the success of the organization., 2018
- Customer Experience Award x2, Singtel, I am proud to have received the esteemed Customer Experience Award twice from Singtel, a leading telecommunications company. This recognition highlights my commitment to delivering exceptional customer service and ensuring a positive experience for all clients., 2016
Timeline
Operations Manager
Agape Connecting People
09.2023 - Current
Digital support Senior Executive
GRAB
02.2019 - Current
TEAM LEADER
SINGTEL
01.2018 - 02.2019
TEAM MANAGER / OPERATIONS MANAGER
TELE-CENTRE PVT. LTD.
BUSINESS ADMINISTRATION | MBA -
MURDOCH UNIVERSITY
MANAGEMENT | ADVANCED DIPLOMA -
KAPLAN HIGHER INSTITUTE
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