Summary
Overview
Work History
Education
Skills
CONTACT
Timeline
Generic
M. OMPRAKASH

M. OMPRAKASH

Customer Relationship Management & Sales
Chennai

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

17
17
years of professional experience
5
5
years of post-secondary education
3
3
Languages

Work History

Assistant Manager

AstroVed.com
06.2021 - Current
  • Supervised day-to-day operations for a team of 12+ CRM agents, consistently meeting performance, quality, and service KPIs.
  • Handled and resolved a minimum of 10 customer escalations daily, significantly improving satisfaction and reducing repeat complaints.
  • Built and maintained strong working relationships with team members, fostering a supportive and motivated work environment.
  • Promoted cross-functional collaboration by encouraging staff to work together on at least 3 major internal projects per quarter.
  • Partnered with the management team to design and implement strategic growth initiatives, contributing to a 10–15% improvement in service turnaround time.
  • Mentored 5+ junior team members, helping them successfully transition into independent roles through hands-on coaching and support.
  • Delivered direct assistance to customers, understanding their needs and ensuring personalized service aligned with market trends.
  • Conducted weekly inventory audits, reducing stock discrepancies by over 20% and enabling accurate forecasting.
  • Streamlined internal communication by organizing bi-weekly team meetings and monthly leadership updates, enhancing transparency.
  • Contributed to a 12% increase in sales by implementing customer-focused merchandising and running targeted promotions.
  • Carried out quarterly performance evaluations for team members, offering constructive feedback and recognizing high performers.
  • Optimized shift scheduling during peak hours, increasing team coverage and improving service response by 18%.
  • Led weekly goal-setting meetings, driving alignment across departments and cultivating a continuous improvement mindset.
  • Introduced quality assurance checks at every stage of service delivery, improving consistency and compliance by up to 25%

Customer Relationship Management Associate

ASTROVED INDIA PRIVATE LIMITED
02.2019 - 05.2021
  • Delivered exceptional customer service using a customer-centric approach, strengthening relationships and contributing to a 15% increase in repeat business.
  • Managed approximately 30 inbound and 50 outbound calls daily, along with email correspondence, upselling, cross-selling, and sharing product updates as per company processes.
  • Resolved an average of 20+ customer complaints per week with empathy and efficiency, directly boosting customer loyalty and satisfaction.
  • Maintained composure in high-pressure scenarios, professionally resolving multiple daily disputes, ensuring customer trust and issue resolution.
  • Increased customer satisfaction scores by 18% through prompt issue handling and accurate, helpful responses.
  • Responded to 100+ customer queries weekly, providing timely information about products, services, and company processes.
  • Successfully handled and resolved 5–10 escalated calls per day, ensuring balanced outcomes for both the customer and the business.
  • Maintained accurate records of over 1,000+ customer interactions monthly, enabling consistent follow-ups and improved resolution rates.
  • Gained in-depth product expertise, enabling customized recommendations that contributed to a 10% boost in upsell conversions.
  • Built rapport with customers using active listening, contributing to a 20% improvement in customer retention and receiving consistent positive feedback.
  • Assisted over 150+ users per month in navigating the company’s website and completing online orders, enhancing the overall digital customer experience.
  • Surpassed performance KPIs consistently, earning Top Performer recognition 4 quarters in a row.
  • Participated in monthly cross-functional collaboration sessions, helping implement service enhancements that led to a 12% improvement in overall satisfaction scores.

Branch Co Ordinator

ARE KAY NEWS AGENCY & DISTRIBUTORS
12.2013 - 02.2019
  • Led day-to-day sales and operations for a team of over 10 staff members, contributing to a 15% boost in overall branch efficiency.
  • Handled a high volume of daily tasks in a fast-paced office setting, managing more than 50 interactions with customers and vendors.
  • Maintained full compliance with all internal policies and external regulations, ensuring smooth and audit-ready operations.
  • Created and managed staff schedules during peak hours, which helped improve customer service response time by 20%.
  • Took ownership of delivery and quality-related issues, successfully resolving over 100 cases each month while coordinating with internal teams for escalations.
  • Built strong partnerships with more than 15 vendors, negotiating better pricing and securing contracts that lowered supply costs by 12% annually.
  • Managed monthly budgets ranging from ₹5 to ₹7 lakhs, while preparing and delivering accurate financial reports to leadership to support informed decision-making.

Customer Relationship Specialist

LG ELECTRONICS INDIA PVT LTD
08.2008 - 12.2013
  • Communicated with customers regarding the delivery status of serviced products, managing over 40 delivery updates per day and ensuring timely coordination with the logistics department and LG warehouse for successful handovers.
  • Led a CRM team of 8+ members, overseeing the resolution of 50+ service-related issues weekly, ensuring swift follow-up and customer satisfaction.
  • Delivered high-quality customer service by addressing 100+ client queries per week within established turnaround times, meeting SLA compliance consistently.
  • Managed the replacement process for damaged or missing products, ensuring 95% resolution within 48 hours, reducing repeat complaints and improving post-service experience.

Education

Master of Science - Computer Application

ST. JOSEPH'S COLLEGE OF ENGINEERING
Chennai
04.2005 - 01.2008

Bachelor of Science - Computer Applications

JAYA COLLEGE OF ARTS AND SCIENCE
Chennai
04.2002 - 01.2005

Skills

  • Experienced with Microsoft Outlook and Excel functionalities

  • Effective communicator in diverse

  • Attentive listenersettings

  • Time management skills

  • Customer feedback analysis

  • Proficient in delegating tasks

  • Skilled in utilizing CRM tools

  • Resolving customer escalations

  • Streamlining service processes

  • Collaborative leadership skills

  • Employee training

CONTACT

  • PERMANENT ADDRESS: No: 714/2, Sudharsan Nagar, Thiruninravur, Chennai-602024.
  • PHONE: +91 8144166066
  • EMAIL: omprakashmasilamani@gmail.com
  • Date of Birth: 1985-03-27

Timeline

Assistant Manager

AstroVed.com
06.2021 - Current

Customer Relationship Management Associate

ASTROVED INDIA PRIVATE LIMITED
02.2019 - 05.2021

Branch Co Ordinator

ARE KAY NEWS AGENCY & DISTRIBUTORS
12.2013 - 02.2019

Customer Relationship Specialist

LG ELECTRONICS INDIA PVT LTD
08.2008 - 12.2013

Master of Science - Computer Application

ST. JOSEPH'S COLLEGE OF ENGINEERING
04.2005 - 01.2008

Bachelor of Science - Computer Applications

JAYA COLLEGE OF ARTS AND SCIENCE
04.2002 - 01.2005

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