Baden Lester David D'cruz

Baden D'Cruz Kochi, Kerala, India - - linkedin.com/in/badendcruz Summary I have successfully managed operations for US-based, multi-national corporations, both in India and abroad, and have a ton of experience in driving process transitions, building performance-driven teams from the ground up, and managing stakeholder expectations. I also have strong business acumen across different industries, and can effectively collaborate with C-level executives in the running of projects related to Operations, General Administration, Marketing, Talent Acquisition, and Business Expansion. Experience VA Aug 2019 - Present (2 years 10 months +) • Creating meeting agendas, preparing the minutes, capturing high-priority to-dos, and assigning these to overseas contractors for follow-up. • Preparing daily, weekly, and monthly KPI dashboards for review by the senior leadership team. • Reviewing traction on current projects and remediating issues. • Managing calendars and travel arrangements of COO and other senior executives. • Handling customer engagement via calls, emails, chats, and social media. • Providing administrative support for the setting up and running of monthly training webinars. • Assisting the operations team with the running of CSAT and NPS surveys. • Sourcing leads from social media channels before assigning them to area sales reps for follow-up. • Assisting the marketing team with the setting up and running of Google search ads and reporting. • Leading efforts to rehabilitate leads and promoting new services and products through email campaigns and video calls. • Providing ad hoc assistance to HR with the sourcing and screening of LinkedIn profiles. • Setting up email accounts in ZOHO, configuring ZOHO Bookings and Meetings. • Trouble-shooting end-user technical issues. Business Applications Project Manager Pinnacle Seven Technologies Oct 2017 - Jun 2019 (1 year 9 months) • Prepared comprehensive project plans, execution plans, resource allocation plans, follow-up guidelines, assessment, and process accountability to achieve corporate business goals and objectives. • Achieved a 12% reduction in operating costs while delivering ERP projects to clients in the Middle East and Southeast Asia. • Provided strategic inputs that helped expand our Middle East footprint by 18% over 12 months. • Led customer retention efforts and the management of CSAT and NPS scores. • Developed executive presentations and reports to facilitate project evaluation and process improvement. Baden D'Cruz - page 1 Operations Manager EP Software Technologies Pvt Ltd Jul 2016 - Nov 2017 (1 year 5 months) • Led a 30-member talent acquisition team responsible for sourcing technology consultants for our clients in North America and Canada. • Pro-actively updated clients on changes in service offerings and potential business impact. • Plugged potential SLA breaches to ensure minimum disruption to clients. • Augmented the Sales Team’s efforts to grow the business by 20% over 12 months. • Tracked and monitored all revenue inflow from clients and followed up with defaulters. Procurement Team Lead VWR, part of Avantor Dec 2008 - Mar 2016 (7 years 4 months) • Built a 17-member team from the ground up and oversaw order processing for our customers in the UK. • Supported process improvement initiatives that reduced labour costs by 16% over 2-years. • Managed vendor relationship at the global level to reduce back orders, expedite urgent shipments, resolve price issues, and mitigate risk factors. Education National Institute of Information Technology Diploma in Systems Management, Operating Systems, Programming, Systems Analysis and Design Systems Administration, Desktop Support, Database programming Mahatma Gandhi University Bachelor’s Degree, Accounting Accounting, Business Management Skills Operations Management • Project Management • Virtual Assistance • Team Leadership • Customer Relationship Management (CRM) Baden D'Cruz - page 2