Midhun Kumar Mohanan Nair
Hanau
Summary
Dynamic professional with extensive experience in operations and team management as a Call Centre Manager under Kerala State IT Mission. Skilled in process optimization, coordination, and performance analysis. Recently upgraded qualification with a PG Diploma in Logistics and Supply Chain Management, aiming to apply proven leadership, planning, and organizational skills in a new career as a Logistics Manager. Committed to efficiency, accuracy, and continuous improvement in end-to-end logistics operations.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Call Center Manager
Kerala State IT Mission
Trivandrum , Kerala , India
04.2005 - 08.2010
- Implemented a Citizen Grievance Tracking System: Streamlined complaint registration and resolution across 40+ government departments, reducing average response time by 35% .
- Process Optimization Project: Introduced performance dashboards and standard call-handling scripts, improving service accuracy and team efficiency by 30% .
- Team Development Initiative: Trained and supervised a 40-member multilingual support team to ensure high-quality service and compliance with government standards.
- Data-Driven Improvement Plan: Analyzed call volume and complaint patterns to optimize resource allocation and reduce backlog by 25% .
- Inter-Department Coordination: Led cross-functional coordination to close high-priority cases faster, enhancing citizen satisfaction and trust.
Education
Bachelor of Commerce - Accounting And Finance
Mar Ivanious College
Trivandrum04-2009
M.D. - Logistics And Supply Chain Management
IBIS Bangalore
Banglore09-2025
Skills
- Strong operational and team management experience from call centre operations
- Skilled in process optimization, planning, and performance tracking
- Excellent coordination across departments and handling service escalations
- Data-driven decision-making and report analysis for efficiency improvement
- Proven ability to manage workflow, meet deadlines, and maintain accuracy
Certification
- SAP
- TALLY 7,2
- DTP
- MS OFFICE
Additional Information
Additional Information
- Currently residing in Germany on a Dependant Visa
- Legally authorized to work in Germany
Languages
English
Upper intermediate (B2)
German
Beginner (A1)
Hindi
Upper intermediate (B2)
Timeline
Call Center Manager
Kerala State IT Mission
04.2005 - 08.2010
Bachelor of Commerce - Accounting And Finance
Mar Ivanious College
M.D. - Logistics And Supply Chain Management
IBIS Bangalore