Summary
Overview
Work History
Education
Skills
Websites
Certification
Professional Accolades
Timeline
Generic

Sellam Sivasankaran

Atlanta,GA

Summary

Results-driven Customer Success Manager /Project Manger with a strong track record in enhancing business operations and customer experiences. Specializes in budget administration, staff training, and procedural monitoring, leading to improved client retention rates and robust relationships through effective CRM utilization. Demonstrated ability to guide cross-functional teams in achieving performance objectives while ensuring high customer satisfaction. Recognized for expertise in operational strategy, team leadership, and conflict resolution, complemented by exceptional communication and problem-solving skills.

Overview

22
22
years of professional experience
1
1
Certification

Work History

Teacher / Center Coordinator (Part-Time)

Best Brains
08.2023 - Current
  • Teach elementary to high school students English and Math
  • Manage the inventory
  • Guide parents on the development of their children
  • Analyze and review the performance
  • Work along with other teachers on teaching techniques

Talent Manager / Business Manager

WeAreIn
10.2022 - Current
  • Manage a team of recruiters for IT and Non-IT sectors
  • Track the performance of the team and manage the day-to-day activities
  • Interact with clients and develop project proposal for both long and short term
  • Negotiate with candidates on salary and roles
  • Drive business development meetings and negotiate with clients on rates and contacts
  • Gather client requirements and work on the feasibility of the position
  • Train team on cold calling and understanding of JD
  • Translate client needs to team with development plans with clarity and precision
  • Working alongside the senior management for new business

Business Development Manager

Consultant
05.2017 - 02.2018
  • Facilitated client execution team synergy, enhancing project alignment and delivery
  • Translate client needs to team with development plans with clarity and precision
  • Monitor project timelines, proactively addressing client concerns and delays
  • Conduct client meetings to set expectations and adapt to the changes in the dynamic environment
  • Lead and plan sprints and manage backlogs
  • Requirement and skill analysis of the project along with timeline analysis and resource management of the project
  • Set milestones and track the milestones and map them to the blueprint
  • Establish repeatable process for backlog development, prioritization, and refinement
  • Collaborate with project stakeholders, other development teams, vendors, technical teams, and end users, to comprehend business requirements and design solutions for a range
  • Implement process improvements based on past project challenges

Process Manager / Project Manager

Maersk Global Service Limited
02.2014 - 01.2015
  • Company Overview: The Maersk Group is a global conglomerate of A.P
  • Moller Group operating in global trade, shipping, logistics, and energy
  • It is the world's second-largest container shipping company
  • Directed collaborative initiatives to strengthen networking divisions within multiple brands.
  • Handled comprehensive backend functions within the sales team encompassing quotation distribution, contract management, documentation, and renewal procedures.
  • Resolved issues through effective escalation management.
  • Coordinated cross-functional projects in areas such as RTM, Customer Service and AFLS.
  • Significantly contributed to the creation of the AFLS framework.
  • Managing a team of over 160 members, with the assistance of Team Managers and Team Leaders.
  • Monitor and manage uniform quality of service throughout all divisions.
  • Assigned work and monitored performance of project personnel.
  • Provided timely and budget-compliant business solutions.
  • Partnered with cross-functional teams to design, plan, and deliver process strategies.
  • Ensure global presence and interaction to achieve Business Improvement
  • Use formal and informal networks to accomplish the goals set
  • Responsible for migration of process across the globe to the GSC and execution of the same through Hyper care
  • Responsible for retention of resources, Appraising resources, and knowledge transfer
  • Access the trend of the market and performance of a particular trade and prioritize the process
  • Plan on resource allocation based on needs through effective resource utilization within the provided budget and resource pool
  • Part of technology design, and development and provided the requirement from the business perspective
  • Travel to customer locations, assess their requirements, and bring change to fit the requirements through process changes without incurring additional costs
  • Process optimization that results in expedited delivery and process simplification
  • Vendor management which required PO conciliation and choosing the right vendor
  • Lead, Mentor, and Align the team and self to company goals, values, and target
  • Predict the market trend and access the forecast of the market through the past trend and data acquired through the year
  • One of the key responsibilities was maintaining customer satisfaction and ensuring the business requirements were met
  • Initiate client satisfaction surveys to assess the performance and adherence to service levels
  • Consistently achieved 5/5 in a client satisfaction survey
  • Shouldered additional responsibilities of managing the Rules and Tariff Team and MEPC team
  • Involved in Pricing and discussion with trade managers to understand the market conditions and performance
  • Publishing reports and performance dashboards to the senior management
  • The Maersk Group is a global conglomerate of A.P
  • Created detailed reports on process performance metrics, including cycle times and cost savings.
  • Assessed current systems and developed strategies for continuous improvement initiatives.
  • Facilitated communication between team members during project planning phases.
  • Drafted standard operating procedures that comply with regulatory requirements.
  • Established key performance indicators based on organizational objectives.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Compiled feedback from business teams and validated recommendations to assess changes to business processes.
  • Proposed or approved modifications to project plans.
  • Reviewed completed work to verify consistency, quality, and conformance.

Team Leader / Team Manager / Manager

Ma Foi - Randstad, CHENNAI – INTERNATIONAL BPO WING (VOICE AND NON VOICE PROCESS)
02.2005 - 08.2011
  • Company Overview: Randstad Holding NV is a Dutch multinational human resource consulting firm headquartered in Diemen, Netherlands
  • Randstad is the world's second-largest HR service provider
  • Spearheading efforts across managing backend operations for voice and non-voice processes; responsible for handling clients across the globe
  • Presently handling over 7 projects
  • Entrusted with the responsibility of Migrating the account to India and handling to process of migration and knowledge transfer
  • Managing revenue and Profit & Loss for the client accounts; defining processes for the projects in the RPO vertical and ensuring ISO compliance and ISMS compliance
  • Responsible for managing the EBIT and the P/L of the Unit and collections of DSO(Days Sales Outstanding)
  • Actively involved in the Review Committee and participating in monthly Management Review Meetings (MRM)
  • Responsible for showcasing the process and capabilities to prospective clients
  • Addressing and resolving various grievances aired by customers and staff, to maintain a harmonious working environment and Collect customer feedback
  • Responsible for achieving SLA’s and KPI’s in terms of Quality/Productivity/Escalations/Transfers; Reporting SLA's, analysis of deliverables such as the Turn Around Time, Customer Satisfaction etc
  • As agreed with the client
  • Establishing and reviewing Standard Operating Procedures to provide clear guidelines for staff and allow initiative wherever circumstances dictate
  • Demonstrated capabilities in managing client relationships; possesses a natural flair for building relations, customer service and achieving an optimum level of customer satisfaction
  • Establishing and using service level and response time objectives while planning and managing the service-level quality using real-time management skills
  • Actively involved in the recruitment process; responsible for taking interviews and selecting candidates for replacement and new process
  • Providing effective and inspirational leadership to the team of 120 + Members; accountable for handling performance appraisals of team members for deciding salary hikes
  • Identifying user training needs and devising and managing training programs
  • Accountable for attrition and leave management and ensuring the process will not be affected due to the exit and leave of Team member
  • Deftly managing various back office activities like review of various Processes, and metrics to improve deliverables, transiting projects from pilot phase to live phase, and also handling client mining
  • Randstad Holding NV is a Dutch multinational human resource consulting firm headquartered in Diemen, Netherlands
  • Randstad is the world's second-largest HR service provider
  • Proficiently handled Six Sigma Showcase project
  • Consistently received a 5 /5 or 4/5 on customer satisfaction level and received 5/5 for 4 consecutive years on all projects
  • The team size had grown from 3 – 100+ in the last 5 years
  • Been part of the mass recruitment of over 60 people during an exponential growth phase of the unit
  • Efficiently managed ISO 9001:2000 surveillance audits and ISO 27001 compliance audits

Team Leader at Vision Health Source (Perot) – Medical Process and Claims

Perot Systems, CHENNAI
05.2003 - 12.2004
  • Outbound calling to retrieve Medical Claims and processing
  • Managing the center and various teams
  • Meet daily and monthly target
  • Handled Reports and performance metrics reports are shared with the Manager on a weekly basis and with management on a quarterly process
  • Trained new members on the process
  • Regular call barging to ensure quality and compliance of the process
  • Handle escalation calls from both customer and stakeholder
  • Hold regular meetings with stakeholders to understand the requirements and compliance and follow HIPAA

Deputy Accounts Manager

PROTON WEB SOLUTIONS, CHENNAI
01.2003 - 12.2004
  • Deftly handled two projects with a team of 20 members for a Global client
  • Responsible for preparing various reports viz
  • Agent reports, daily reports, productivity reports, rosters, etc
  • Proactively involved in Call Auditing and Compliance, handling escalated calls, and Implementation of Six Sigma Methods
  • Acted as a Coach and mentor; motivated and supervised team members, and influenced them to take positive action and accountability for their assigned tasks

Assistant Team Leader

ICICI ONESOURCE, BANGALORE (Currently First Source)
10.2002 - 04.2003
  • Worked for a UK-based client and handled data of their catalog
  • Performed Data entry job to update the system
  • Entrusted with the responsibility to take client calls for a catalog booking and assist the Team leader in preparing reports
  • Proficiently managed selling the products, training new joiners with the process, contributing to team target
  • Handle escalation calls from both customer and stakeholder
  • Train associates to maintain the KPI and standard operating procedure (SOP)
  • Hold regular meetings with stakeholders to understand the requirements and compliance
  • Have a quarterly meeting for sharing the performance reports and stakeholder satisfaction and compliance

Education

M.B.A - Operations

Symbiosis University
03.2025

Bachelor of Science - Biotechnology & Microbiology

Mumbai University

Skills

  • Operational Process Management
  • Customer Support Leadership
  • Comprehensive Strategic Planning
  • Strategic Resource Coordination
  • Stakeholder Engagement
  • Data-Driven Business Analyst
  • Service Excellence
  • Effective Problem Resolution
  • Analytical Reporting
  • Collaborative Leadership
  • Collaborative Team Player
  • Proficient in Data Analysis
  • Vendor Relations Management
  • Project management
  • Client Relationship Management
  • Strategic Business Development
  • CRM software
  • Data-Driven Decision-Making
  • Problem-solving abilities
  • Performance tracking and evaluation
  • Employee development
  • Cross-functional team leadership
  • Technical proficiency
  • Task delegation
  • Needs assessment
  • Cross-functional coordination
  • Regulatory compliance

Certification

  • PRINCE 2 Certified Professional
  • Green Belt in SIX SIGMA
  • Diploma in Computer Science & E-commerce

Professional Accolades

  • Only process manager who had the privilege of handling 5 Linear Businesses within a group.
  • Excellent rating in Customer Satisfaction Survey.
  • Consistently excelling in performance exhibited through scores of appraisal.
  • Been nominated for the 'Most Popular Manager' Award.

Timeline

Teacher / Center Coordinator (Part-Time)

Best Brains
08.2023 - Current

Talent Manager / Business Manager

WeAreIn
10.2022 - Current

Business Development Manager

Consultant
05.2017 - 02.2018

Process Manager / Project Manager

Maersk Global Service Limited
02.2014 - 01.2015

Team Leader / Team Manager / Manager

Ma Foi - Randstad, CHENNAI – INTERNATIONAL BPO WING (VOICE AND NON VOICE PROCESS)
02.2005 - 08.2011

Team Leader at Vision Health Source (Perot) – Medical Process and Claims

Perot Systems, CHENNAI
05.2003 - 12.2004

Deputy Accounts Manager

PROTON WEB SOLUTIONS, CHENNAI
01.2003 - 12.2004

Assistant Team Leader

ICICI ONESOURCE, BANGALORE (Currently First Source)
10.2002 - 04.2003

M.B.A - Operations

Symbiosis University

Bachelor of Science - Biotechnology & Microbiology

Mumbai University

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Sellam Sivasankaran