Shinumon M C

Shinumon M C Raipur, Chhattisgarh |-| - | LinkedIn SUMMARY ____________________________________________________________________________ Results-driven corporate professional with 24 years of extensive experience in the Customer Support and Project Management. Instrumental in driving skill development initiatives, having established and operated 27 skill development training centers across Chhattisgarh, Madhya Pradesh, Uttar Pradesh, Andhra Pradesh, and Kerala. Facilitated skill training and job placements for over 2,000 candidates, contributing to workforce development and organizational growth. Adept at Project Management, strategic planning, team leadership, and operational excellence. Proven expertise in establishing and managing customer service networks, including the successful setup and operation of 21 customer service centers in Chhattisgarh. Skilled in managing customer service operations, resolving escalations, and delivering seamless service delivery. SKILLS ____________________________________________________________________________________ 1. Project Management: Skill Development Project Preparation & Execution, Operations Management, Risk Management, Problem-Solving, Escalations Management, Customer Experience & Success, Customer & Vendor/ Client Relationship, Recruitments & Training, Career Counselling, Leadership & Team Motivation, Remote Work, Microsoft office 365, Microsoft Power BI, Communication, Decision Making, Statutory Compliances, MultiTasking & Time Management 2. Customer Support: Escalation Management, Customer Experience & Success, Problem-Solving, Fist Time Fix, Process Improvement, Vendor/Client Relationships, Customer Trust building, Cross-Functional Collaboration, Communication, Operations Management, Risk Management, Microsoft office, Internal Technical Training & Remote Work EXPERIENCE ____________________________________________________________________________ Smartskills Bits & Bytes Pvt Ltd & Adharshila Shikshan Sangh Manager- Operations ● Raipur, Chhattisgarh Nov-2019 to Nov-2024 Provided Sustainable livelihood opportunities to More than 2000 candidates in the States Chhattisgarh, Madhya Pradesh, Uttar Pradesh, Andhra Pradesh, and Kerala. ● Established & operated a network of 27 Skill Development Training Centres. Dish Infra Services Private Limited. (Dish TV) Raipur, Chhattisgarh Area Service Executive Jun- 2018 to Oct-2019 ● Accelerated Customer retention by providing timely & Satisfactory Resolutions to customer complaints & Escalation. ● Supported Sales team for sales growth by providing timely & quality installations of product purchased by the customers. Videocon Mobile Handset Division (Universal Digital Connect Ltd, Planet Mobiles Pvt Limited, &Tek Care India Pvt Ltd) Raipur, Chhattisgarh Customer Service Manager ● Apr-2014 to Jun-2018 Established a network of 21 Service Centres in the state of Chhattisgarh, which increased customer accessibility & Trust towards the brand. ● Ensured resolut Your requirement for ability in products like Intercom and SaaS-based platforms really matches with my technical adaptability. I have all the while been putting user support frameworks into practice, dealing with escalations with care, and by the way, creating internal training processes to ensure a first-time-fix approach. I believe that my Google Project Management certification and the hands-on practice of digital tools such as Microsoft 365 and Power BI place me in a good position to thrive in a fastpaced, tech-forward environment wherein today’s skills are continuously updated and growth mindset drive the team forward. ● What I find the most exciting in this job is the chance to decide the learning of the users directly on an EdTech platform, -my passion right from the starting of my career. My pointed as well as the upward trend of my career assuredly promises customer success would be a piece of cake for me and my leadership in operations would add a lot of value to your team’s goals. ● Thanks for considering my application. If you are interested in my proposal, I would be glad to have a lengthy talk or plan a meeting for the purpose of explaining to you how I can assist and escalate your platform operations. Just let me know when you are available. ● Very sincerely, ● Shinumon M Cions of all customer escalation within the timeline & maintained the region at lowest Service TAT (Turn Around Time) throughout the tenure. I have also worked with Videocon Mobiles, LG & Spice Service Centre (Music Mahal -Bhopal), Krishna Entreprises(Thrissur) in Customer Service Support roles from 2003 to 2014. Also worked as a lab Assistant in Govt Vocational Higher Secondary School at Kerala from 2000 to 2002 & operated an Electronics Appliances Service Centre from 2002 to 2003 EDUCATION ____________________________________________________________________________ BSc - Electronics Kozhikode, INDIA Calicut University Jun- 1997 to Mar- 2000 CERTIFICATIONS ____________________________________________________________________________ ● ● Project Management Certification by Google’s Coursera Certified Trainer in Mobile Phone Repair from Electronics Sector Skill Council of India ADDITIONAL INFORMATION ____________________________________________________________________________ ● Winner of CEO Award in 2 consecutive Quarters for Customer Service Performance & Quality at Dish Infra Services Private Limited ● Winner of First ever National Level “Performer of the Month” Award at Videocon Mobiles Pvt Ltd. _______________________