Samuel Jagaraj
Operations Supervisor
Chennai
Summary
Operations Supervisor taking care of South Asia (India, Bangladesh, Sri-Lanka & Pakistan) Invoicing Operations. Migrated this project from other GBS Shared Service & supporting in improvisation.
Overview
10
10
years of professional experience
1
1
Certification
2
2
Languages
Work History
Operations Supervisor
Apl Logistics
11.2022 - Current
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
- Managed internal operational standards and productivity targets.
- Motivated and trained employees to maximize team productivity.
- Implemented quality control systems to reduce errors, resulting in increased customer satisfaction rates.
- Conducted root cause analysis in deficient areas to identify and resolve issues.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
Senior Process Expert
Maersk Global Service Centre
07.2019 - 11.2022
- Collaborated with stakeholders to develop and implement best practices across various departments.
- Collaborated closely with IT teams to automate manual tasks, reducing human error and streamlining workflows.
- Streamlined processes by identifying inefficiencies and implementing improvements, leading to increased productivity.
- Analyze and work on reports to identify the errors and coach the team members.
- Helped the team to achieve Service Level Agreement with in-depth analysis of SLA Report.
Escalation Lead
Sutherland Global Service
06.2014 - 07.2019
- Offered suggestions and alternatives to provide customers with solutions, boosting customer satisfaction.
- Escalated customer issues to management for appropriate action to be taken.
- Helping customer service agents to achieve all client metrics and provide great customer experience.
- Acted as a Gemba SPOC and help associates to introduce new ideas in the process. Took the ideas to
the clients and helped in process improvement. - Handled escalations from customers and also helped in customer retention.
Education
B.Tech - Instrumentation & Control Engineering
Sri Manakula Vinayagar Engineering College
Puducherry, India 04.2001 -
Skills
- Operations Management
- Customer Relations
- Performance monitoring
- Staff Supervision
- Quality Assurance
- Team Leadership
- Project Team Coordination
- Root Cause Analysis
- Data Analysis
- Continuous Improvement
- Goal Setting
Accomplishments
- Supervised team of 15 staff members.
- Worked on a project which reduced 30% of wastes from the process and got Extra mile award
- Zero Attrition for the Year 2024.
- I have been awarded as Best Gemba advisor and appointed as Gemba SPOC for my process.
- Acted as Cross Functional Leader when support is required and completed Migrations.
Certification
Six Sigma Black Belt
Timeline
Operations Supervisor
Apl Logistics
11.2022 - Current
Six Sigma Black Belt
09-2022
Senior Process Expert
Maersk Global Service Centre
07.2019 - 11.2022
Escalation Lead
Sutherland Global Service
06.2014 - 07.2019
B.Tech - Instrumentation & Control Engineering
Sri Manakula Vinayagar Engineering College
04.2001 -
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