Alicia Arumugam
Summary
Highly experienced and versatile BPO professional with over 15 years of experience in leading teams and managing operations in the Telecom and F&B sectors. Proven track record in driving performance, improving customer service, and achieving targets. Strong interpersonal skills and the ability to motivate and develop teams to deliver excellent performance.
Overview
20
20
years of professional experience
Work history
Operations Manager
Gulf Customer Experience
, Bahrain
01.2020 - 01.2024
- Oversee day-to-day operations, ensuring alignment with company goals and targets
- Develop, train, and manage diverse teams across different departments
- Improved operational efficiency by streamlining processes and implementing strategic plans.
- Led teams to achieve business objectives on time and within budget constraints.
- Identified bottlenecks, implemented solutions, increased productivity.
- Managed vendor relationships to ensure timely delivery of services.
- Developed risk mitigation strategies, ensured business continuity during crises.
- Implemented quality control measures, enhanced product standards.
- Devised operational policies for regulatory compliance and best practices adherence.
F&B Team Leader
Gulf Customer Experience
12.2017 - 12.2019
- Supervised F&B team, ensuring high quality of service, sales, and customer satisfaction
- Coordinated daily between the call center and front and back-of-house restaurant operations
- Trained and developed team members, fostering a positive and productive work environment
- Streamlined workflow for a more efficient process.
- Increased team cohesion by implementing regular feedback sessions.
- Reduced staff turnover with an effective motivation strategy.
- Improved customer satisfaction through close collaboration with the team.
- Encouraged open communication, fostering a positive work culture.
Sales Team Leader
Silah Gulf (STC Project)
12.2013 - 12.2017
- Led a high-performing sales team in the STC telecom project
- Developed sales strategies and targets, driving the team to consistently achieve goals
- Provided regular training and feedback to team members to enhance their sales skills and product knowledge
- Improved team morale by implementing weekly meetings and goal-setting sessions.
- Led product demonstrations for increased customer understanding.
- Boosted company reputation with excellent customer service skills.
- Coordinated sales strategies with marketing department for cohesive brand message.
- Streamlined processes, saving time and enhancing productivity.
- Implemented effective sales techniques leading to better conversion rates.
Back Office Team Leader
Silah Gulf (STC Project)
12.2011 - 12.2013
- Managed back office operations, ensuring accurate and timely processing of transactions
- Collaborated with the customer service team to resolve complex customer inquiries and issues
- Implemented processes to improve productivity and efficiency of back office operations
- Coordinated team tasks for improved productivity and business efficiency.
- Upheld data integrity with meticulous record management.
- Collaborated closely with other department heads to achieve company objectives.
- Delegated duties to team members in accordance to their skills and capabilities.
- Maintained strict confidentiality whilst handling sensitive company information.
Customer Service Team Leader
Silah Gulf (STC Project)
11.2009 - 12.2011
- Led a team of customer service representatives, ensuring high levels of customer satisfaction
- Resolved escalated customer complaints, maintaining the company's reputation for excellent customer service
- Conducted regular training sessions for team members to improve their customer service skills
- Improved customer service quality by implementing effective team training programmes.
- Led daily team briefings to foster a cohesive working environment.
- Maintained high levels of service standards through regular reviews of quality control measures.
Team Leader
Merchants
03.2007 - 11.2009
- Supervised a team of agents, ensuring adherence to company standards and targets
- Coordinated with other team leaders and management to improve overall operational efficiency
- Improved customer satisfaction through close collaboration with the team.
- Conducted regular performance reviews to identify areas of improvement for each team member.
- Devised actionable plans towards achieving set business objectives within deadlines.
- Increased team cohesion by implementing regular feedback sessions.
Assistant Trainer
Merchants
05.2006 - 03.2007
- Assisted in the development and delivery of training programs for new and existing agents
- Conducted regular performance evaluations and provided constructive feedback
- Collaborated with team leaders to identify training needs and areas for improvement
- Successfully delivered on tasks within tight deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Worked flexible hours, covering nights, weekends and holidays.
Agent
Merchants
08.2005 - 05.2006
- Maintained high standards of professionalism whilst interacting with clients or colleagues.
- Answered calls and resolved queries within target timeframes to achieve KPIs.
- Used interpersonal skills to deliver excellent internal and external customer service.
- Updated CRM systems with accurate, current information for valid client records.
Part-time Receptionist
Duxmed Optical
02.2004 - 08.2005
- Answering the phones to handle customer service, complaints and inquiries, and administrative filing
- Maintained an organised reception area for a professional business environment.
Education
Mondeor High School
Johannesburg, South AfricaSkills
- Strategic planning
- Budget management
- Staff management
- Decision-making skills
- Problem-solving skills
- Communication skills
- Organizational skills
- Time management
- Interpersonal skills
- Leadership skills
- Adaptability
- Technical proficiency
- Data processing skills
- Product development
- Risk analysis
Personal Information
- ID Number: 870430050
- Nationality: South African
References
- Ihab Milad , Senior Operations Manager, Gulf CX (Food and Beverage), +97332035662
- Hussain Al Fardan, Operation Manager, Silah Gulf (Viva Telecom), +97333111124
- Lebo Thlakanye, Operations Manager, Merchants South Africa (Vodacom Telecom), +2784 813 3129
- Mr. Logan, Owner, Duxmed Optical, +2784 954 1592
Timeline
Operations Manager
Gulf Customer Experience
01.2020 - 01.2024
F&B Team Leader
Gulf Customer Experience
12.2017 - 12.2019
Sales Team Leader
Silah Gulf (STC Project)
12.2013 - 12.2017
Back Office Team Leader
Silah Gulf (STC Project)
12.2011 - 12.2013
Customer Service Team Leader
Silah Gulf (STC Project)
11.2009 - 12.2011
Team Leader
Merchants
03.2007 - 11.2009
Assistant Trainer
Merchants
05.2006 - 03.2007
Agent
Merchants
08.2005 - 05.2006
Part-time Receptionist
Duxmed Optical
02.2004 - 08.2005
Mondeor High School
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