Nair - Customer Service - Delhi, India

Madhu Nair

Delhi, India


Customer Service

  • Full time
  • Part time
  • One time
  • Contract
  • Temp

Work History

Senior Manager Projects (Operations)

Flexsin Technologies

September 2011 - October 2012

Designation: Joined as Senior Manager Projects with operations and executions. Division: Web Applications & Mobile applications.
• Allocation of proper resources on projects running on the floor.
• Identifying the pain areas and concerns on the running projects within the in house resources and the clients.
• Interacting with the clients over the issues and concerns raised by the clients over the e-mail.
• Preparing the milestones of the projects along with the modular sheets for the conveniences of smooth project delivery adhering to the timeline set by the BD team.
• Preparing daily activity sheets for all the resources working on the bay and taking back the reports by the end of the day to monitor the project progress and the productivity of the related resource.
• To prepare and maintain revenue sheet on weekly, fortnightly and monthly basis to track the funds as per the projects and their milestones.
• To send regular e-mails to all the clients on their projects without failure on daily basis to avoid any disconnects between the team and the clients.
• To address all the project related issues and discuss all other internal team concerns on weekly basis to avoid any disconnects amongst the team.
• To prepare fortnightly and monthly report on the productivity statistics of the resources to judge and projection the capability of the resources by the senior management and the HR.
• To align project kick-off meeting between the sales team and the project coordinators.
• To help the development and the designing (UI) team to understand the project SOW/SRS and if there remains some query, then to solve them by scheduling a call with the client.
• To cross check the milestones prepared by the BD team and to cross check the cost estimation done by the pre-sales team prior to the pre-kick-off meeting, to avoid any clash on cost factor and delivery timeline.
• To get a final copy signed by the client on the final understanding passed on to the development team to free


Senior Manager Projects (Operations)

Skills and Competencies:

• Client Management
• Accounts Management
• Delivery Management
• Presales
• Value Creation
• General Management (Escalations, team counseling, Regular Team meetings)
• Thought leadership
• IT Strategy & Governance
• Process Improvement, Process Performance, Productivity etc.
• P&L management
• Project kick-off and initiation,
• Managing the project coordinators and the team leaders
• Handling the project acquisition.
• Manage staff appraisals and associated training & development of team members.
• Ensure updated documentations are available for all processes.
• Participate and initiate in the calls with client
• Develop best practices
• Ensure that team members and team leaders maintain high morale.

Qualifications & Certifications

BA (Humanitary), English Hindi, Political Science & History

PGDAV COLLEGE, Srinivas Puri, New Delhi.

Kerala Education Society Senior Secondary School, New Delhi

Did my computer course from IEC Cannaught Place, New Delhi. 1990- 1992

Did my computer course from IEC Cannaught Place, New Delhi. 1990- 1992

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