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Malolan Sampath, Bangalore - Director - Operations

Malolan Sampath

Bangalore - Director - Operations·Uni Solutions (P) Ltd

India

Bachelor's degree, Software Technology & Systems Management

Work experience

Total years of experience: 15 years, 8 months

Bangalore - Director - Operations

December 2011 - July 2014

Uni Solutions (P) Ltd

India

December 2011 - July 2014

December 2011 - July '2014
Uni Solutions (P) Ltd., Bangalore - Director - Operations
Domain - Lead Generation\Appointment Setting\Inside Sales
Job role:
Other

People Management, Service Delivery

January 2012 - December 2012

Client Retention

January 2012 - December 2012

Was entrusted with the responsibility of Client Servicing/Retention and in turn increase and sustain the Revenue. Was instrumental in achieving twice the revenue in 2013 compared to 2012
Key responsibilities - People Management, Service Delivery, Client Retention
• Manage all the clients based out of US
• Managed Project Managers and Inside Sales/BDEs as direct reports
• Ensuring every SLA is met for each client
• Responsible for constant training of associates in the area of Inside sales/Appointment Settings/Lead Generation
• Coordinating with clients to ensure smooth flow of operations
• Responsible for setting up of reporting processes
• Retention of Clients and Sustain Revenue
Job role:
Other

Chennai - Manager-Accounts

April 2009 - September 2011

Dell Services

India

April 2009 - September 2011

April 2009 - September 2011
Dell Services (Formerly Perot Systems), Chennai - Manager-Accounts
Domain - Medical Billing
Was recruited from a different Industry in order to bring in a new thought process as the company had people grown in the ladder organically. Was selected to execute a Transition for a TP/AR process for a US hospital among several Managers.
Key responsibilities - People Management, Service Delivery, Workflow Management, Client Management
• Handled Voice and Transaction processing processes
• Responsible for service delivery for all the clients and invoicing to them month on month
• Single point of contact for any third level high end escalation from client
• Responsible for optimum utilization of resources and productivity of the process
• Responsible for maintaining quality standards and SLA adherence along with turnaround time
• Improve Accounts/Team Performance
• Planning and process development
Company industry:
IT Services
Job role:
Other

Bangalore - Manager - Operations

March 2007 - February 2009

Kirloskar Computer Services Ltd

India

March 2007 - February 2009

March 2007 - February 2009
KCS-BPO (Kirloskar Computer Services Ltd.), Bangalore - Manager - Operations
Domain - Outbound Sales catering to Australia & US markets
Key responsibilities - People Management, Service Delivery, Workflow Management
• Responsible for two different Australian outbound campaigns and their service delivery
• Leading a team of 150 telesales executives, 8 Team Leaders and a Quality team in the call center
• Accountable for the targeted revenue from each campaign
• One point of contact for all the clients from Australia related to each campaign
• Parallel coordination with operations, training & quality team to maintain the SLA's set-up by the client
• Responsible for the appropriate utilization of the resources and resource allocation to each program
• Responsible for all the MIS requirements from management and the clients
• Accountable for career development and overall growth of the team members by identifying their training requirements from time to time and implementing DAP (developmental action plan)
• Capacity forecasting, Scheduling, Rostering, Resource allocation and Recruitment
Job role:
Management

Bangalore - Project Manager - Operations

February 2006 - February 2007

Symcon Global Technologies Pvt. Ltd

India

February 2006 - February 2007

February 2006 - February 2007
Symcon Global Technologies Pvt. Ltd., Bangalore - Project Manager - Operations
Domain - Outbound sales
Key responsibilities - People Management, Sales
• Business development - Developed and froze new businesses for Inbound & Outbound processes
• Set up new processes for the betterment of the existing team to increase the revenue
• Streamlining all the activities related to Operations
• Represented the organization as single point of contact at India end for Service delivery to the clients
Job role:
Other

Chennai - Deputy Manager - Operations

April 2002 - January 2006

NetVision Cybertech Pvt. Ltd

India

April 2002 - January 2006

April 2002 - January 2006
NetVision Cybertech Pvt. Ltd., Chennai - Deputy Manager - Operations
Domain - Outbound sales
• Moved up to the position of Deputy Manager - Operations from a Sales Agent position
• Handling processes, setting up a roadmap to achieve monthly budgets
• Responsible for meeting sales targets of the projects
• Responsible for productivity and performance of supervisor, CSE and the team as a whole.
• Responsible for process management, process control, team management, scheduling, meeting deadlines, quality checks/compliance and deliverables as per the SLA
• Responsible for identification of training requirements for the team
• Introduce new systems and processes to achieve results
• Pre-shift briefing on calling procedures, and sales plan to supervisors and review after shift
• Conduct process training for the agents & supervisors if required
• Project Management and Interacting with the clients in successfully implementing the projects.
• Preparation of MIS -Reports on the productivity for the projects and individual teams
• Involved in Client Interactions and process development
• Ensuring that the SLA's are met as per the specifications
• Reporting - Productivity of the process in terms of revenue (per seat per hour)
• Screening & Training the agents for the process
Achievements
• Independently handled a project catering to US market and made it successful in a short span of time
• Has moved up the ladder from a CSE to the level of a Dy-Manager within the organization
• Currently involved in setting up of various processes for US clients
• Had been instrumental in streamlining the US campaigns for ISO certification and was successfully audited by KPMG
Job role:
Other

Chennai - Senior Executive - Marketing

December 2000 - February 2002

Pronet System Ltd

India

December 2000 - February 2002

December 2000 - February 2002
Pronet System Ltd., Chennai - Senior Executive - Marketing
Domain - Software Marketing & Sales
• Involved in setting up the Marketing Team in Chennai and Delhi
• Explored new avenues and formulated strategies
• Prospecting of new customers & involved in making the preliminary system study at the client site and subsequently draft proposal
• Training to clients & setting up of dealer network
• Provided inputs to the technical & product development team for the new product development
• Provided assistance to the management in the areas of corporate communications
Job role:
Other

Executive - Marketing Services

July 2000 - October 2000

Edutech Middle East

United Arab Emirates

July 2000 - October 2000

July 2000 - October 2000
Edutech Middle East., Dubai - Executive - Marketing Services
Domain - Software Marketing & Sales
• Creating Mailers for various products
• Facilitating with product heads for organizing road shows, exhibitions and seminars
• Liaison with advertising agencies for brand building
• Involved in brand positioning which reflects the company's corporate image
• Extensive study about various products in order to explore the salability and market potential of the • same
• Involved in public relations activity such as liaising with hotels, press etc.
Company industry:
Primary, Prep, & Secondary School
Job role:
Marketing and PR

Chennai - Executive - Marketing

October 1999 - June 2000

NetSavvy Solutions Pvt. Ltd

India

October 1999 - June 2000

October 1999 - June 2000
NetSavvy Solutions Pvt. Ltd., Chennai - Executive - Marketing
• Handling the marketing activities for Internet Banking Software Enet
• Prospecting of Customers for B2B applications, Portals in order to provide a complete e-commerce consulting service under single window. Hosting/Designing/Development
• Explore new avenues in the areas of B2B applications
• Set up of Channel Partners across Tamil Nadu to realize the business goals/objectives of the company
• Conducted seminars/conferences/road-shows
Job role:
Other

Chennai - Market Research Executive

October 1998 - September 1999

Softek Ltd

India

October 1998 - September 1999

October 1998 - September 1999
Softek Ltd., Chennai - Market Research Executive
• Involved in an intensive market research activity for software products ranging from financial accounting application to high corporate graphical solutions
• Was assigned an individual territory and was made accountable for accomplishing quarterly targets
• Exposure to Channel/Dealer management
• Involved in marketing high-end software and multimedia products for corporate accounts & graphics/web designers
• Expanded the sales team and designed an in house sales training methodology
• Increased productivity of the team thereby expanding the sales revenue to include corporate & SOHO markets
• Introduced Aggressive & Innovative strategies in promoting the financial Accounting software of the company
Company industry:
Software Development
Job role:
Other

Executive - Marketing

May 1997 - July 1997

Polaris Software Lab

India

May 1997 - July 1997

May July 1997 - September 1998
Polaris Software Lab, Chennai/Bangalore - Executive - Marketing
• Turned the startup branch into an individual profit center under adverse conditions as an effective team player
• Involved in selling as well as supporting the software product
• Had an invaluable experience & exposure to market ERP software on Oracle platform
• Implemented an effective & efficient one-point support strategy program for immediate handling of customer queries
• Involved in imparting sales & product training to new recruits and dealer staff

May 1995 - June 1997
Company industry:
IT Services
Job role:
Marketing and PR

Transition Management

-

US Hospital

-

• Transition Management - Involved in transition of a project in 2010
Achievements
• Traveled to the United States for transitioning for a prestigious US Hospital
• Spent considerable time in grooming Subject Matter Expects (SMEs) to the next level
Company industry:
Medical Hospital
Job role:
Management

Education

NIIT

Bachelor's degree, Software Technology & Systems Management

Honors Diploma in Software Technology & Systems Management-NIIT, Chennai Certification from Six Sigma Concepts from Anexas OBJECTIVE To be part of a progressive and dynamic work environment with challenging day-to-day assignments and satisfying learning opportunities.

Skills

ALUMINUM
Expert
ALUMINUM
Expert
AND SALES
Expert
AND SALES
Expert
CLIENTS
Expert
CLIENTS
Expert
OPERATIONS
Expert
OPERATIONS
Expert
PROCESS DEVELOPMENT
PROCESS DEVELOPMENT
SALES
Expert
SALES
Expert
SCHEDULING
SCHEDULING
TRAINING
TRAINING
WORKFLOW
Expert
WORKFLOW
Expert
WORKFLOW MANAGEMENT
Expert
WORKFLOW MANAGEMENT
Expert

Languages

Tamil
Beginner