Mayorran Siva
Management & CS Professional
Colombo
Summary
An entrepreneurial-minded executive with distinguished well over 15 years of experience in General Management, Team Management, and Administrative Management ranging from BPO, Banking, Trade finance (Forex market), and Business development sectors. Target-driven Customer Service Professional with Excellent Record of Upgrading Services and Dealing with Conflict Situations in high-pressure conditions aspiring to apply professional prowess in customer service.
Overview
20
20
years of professional experience
1
1
Certification
3
3
Languages
Work History
Sales Specialist
Remote
12.2021 - 11.2022
Inside Sales Specialist
KSha Networks
10.2021 - 11.2022
Back Office Manager
03.2021 - 12.2021
- States we deliver the promise of technology and human ingenuity
Customer Service Specialist
Remote
10.2020 - 03.2021
Team Manager
Sirius Support
09.2020 - 08.2021
Associate Manager
SLASSCOM, Sri Lanka Association
Colombo
12.2019 - 09.2020
- Acts as a catalyst of growth of the Sri Lankan IT and BPM industry by facilitating trade and business, propagation of education and employment, encouragement of research and innovation, and by supporting the creation of a progressive national policy framework.
Business Development Manager
RN Solutions
Colombo
01.2016 - 12.2019
- Entrepreneurial-minded executive with distinguished well over 15 years of experience in General Management, Team Management and Administrative
- Management ranging from BPO, Banking, Trade finance (Forex market) and
- Business development sectors.
Account Manager
Sutherland Global Services Malaysia Sdn Bhd
Program Manager
DELL
Kuala Lumpur
08.2013 - 10.2015
- Courts SG/MY, BlackBerry, SLB, UBER – Total
- HC – 217
- Direct report to project directors and clients
- All reporting were created/ developed and maintained by myself
- Handles Daily/Weekly/Monthly scorecard for Hyderabad, Bangalore and
- Kuala Lumpur (All 3 Dell sites)
- Designed and developed staff efficiency on product knowledge, understanding customer issue & problem solving mechanism
Operations Manager/Training and Development
Acepack Venture Sdn Bhd
07.2009 - 08.2013
- Grew sales around USD 45000 in December 2009 (45% of overall company revenue in December 2009)
- Recipient of Sales Award in December 2010 for top sales Manager
- Created sales campaign that was instrumental in winning 10 new corporate clients
- Trained more than 55 new recruits during tenure with company
- Reduced sales staff turnover rate 30% through more effective training
- Designed and developed video training seminar now used by company to train sales staff
Assistant Manager
HSBC - HDPL
05.2004 - 06.2007
- Colombo
- Joined Customer Resolution Team and enrolled in different task by handling customer’s complaint issues via different channels such as via letter and email correspondences
- Overall team’s productivity increased up to 80%
- I have also have improved operations and made things run more smoothly by creating proper guidelines in solving customers issues thru letter and email correspondence which results in good productivity
- Implemented ‘e-book’ system in the team for easy reference and one stop solution for the team members to serve customers effectively
- Besides improving the team’s productivity, the backlog cases had been reduced
Hello Corporations
01.2002 - 05.2004
- Colombo
- Led a team of >10 new hire team for call assistance
- 90% of the new hired team had been confirmed within 4 months (actual confirmation period is 6months) due to excellent performance
- The new hired team achieved only 2% complaints compared to the senior’s team
- The call center’s overall service achievements had been increased up to 15%
- Many written and verbal compliments received from customers
Education
Bachelor’s Degree - Information Technology
Monash University
2010
Masters degree - Management, Business Administration
Meridian Biz
2015
ITMIN Business and Management Training - undefined
Pvt) Limited
Diploma - Information Technology
2003
Advanced Level - undefined
S.Thomas' College
2001
Skills
- Top Skills
- Leadership
- Management
- Sales
- Microsoft PowerPoint
- Staff Training
- Account Management
- Senior Leadership Support
- Sales Expertise
- Customer Relations
- Business Development Understanding
- Microsoft Excel
- Microsoft Word
- Customer Consulting
- Order Processing
- Administrative Support
- Multi-Line Telephone Operation
- Typing Proficiency
- Team Development
- CRM Software
- Call Center Operations
- Quality Control
- Customer Service
- Service Standard Compliance
- Conflict Resolution
- Closing Sales
- Customer Relationship Management
- Lead Generation
- Problem-Solving Ability
- Executive Management Support
- Call Triaging
- Multi-Line Phone Talent
- Computer Proficiency
- Technical Support
- Data Evaluation
- Project Management Abilities
- Customer Account Management
- Calm and Professional Under Pressure
- Administrative and Office Support
- Customer Retention Strategies
- Membership Inquiries and Renewals
- Coordination
- Calendaring
- Spreadsheets
Certification
- Licensed Key Account Manager
- CAPM - Certified Associate in Project Management
- CSP - Certified Sales Professional
- Certified Outsourcing Professional (COP)
- Sales Certified - Software as a Service Solutions [2014]
Additional Information
- Honors-Awards Achiever of the week Achiever of the month Achiever of the year pressure conditions aspiring to apply professional prowess in customer service. Colombo, Western Province, Sri Lanka
Timeline
Sales Specialist
Remote
12.2021 - 11.2022
Inside Sales Specialist
KSha Networks
10.2021 - 11.2022
Back Office Manager
03.2021 - 12.2021
Customer Service Specialist
Remote
10.2020 - 03.2021
Team Manager
Sirius Support
09.2020 - 08.2021
Associate Manager
SLASSCOM, Sri Lanka Association
12.2019 - 09.2020
Business Development Manager
RN Solutions
01.2016 - 12.2019
Program Manager
DELL
08.2013 - 10.2015
Operations Manager/Training and Development
Acepack Venture Sdn Bhd
07.2009 - 08.2013
Assistant Manager
HSBC - HDPL
05.2004 - 06.2007
Hello Corporations
01.2002 - 05.2004
Account Manager
Sutherland Global Services Malaysia Sdn Bhd
Bachelor’s Degree - Information Technology
Monash University
Masters degree - Management, Business Administration
Meridian Biz
ITMIN Business and Management Training - undefined
Pvt) Limited
Diploma - Information Technology
Advanced Level - undefined
S.Thomas' College