Gopi Masilamani
Operations Manager @Sixth Star Technologies
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WORK HISTORY
Operations Manager @Sixth Star Technologies
Chennai, IN
Client Account Ownership: Served as the face of client relationships, managing full account lifecycles from onboarding to delivery to drive satisfaction across IT infrastructure, email systems, web solutions, and hosting platforms.End-to-End Delivery Leadership: Owned project execution from initial scoping and solution design to final deployment, adhering to SLA terms and ensuring delivery excellence.RFP & RFX Management: Responded to Requests for Proposal (RFP) and Requests for Information (RFX), tailoring competitive solutions and collaborating with leadership on pricing strategies to win new business opportunities.Contract & Legal Documentation: Drafted and governed Service Level Agreements (SLAs) and Non-Disclosure Agreements (NDAs) aligned with client engagements and organizational compliance standards.Documentation & Reporting: Maintained structured logs using Excel; handled correspondence, service documentation, daily reports, and internal project tracking with precision.Escalation & Incident Management: Resolved client issues swiftly through root cause analysis and cross-team coordination, maintaining delivery integrity and client trust.Proposal Follow-Up & Deal Closure: Engaged with clients post-submission to negotiate pricing, address concerns, and ensure all PO (Purchase Order) requirements were fulfilled.Feedback & Continuous Improvement: Conducted post-project evaluations, collected client feedback, and implemented service enhancements to improve delivery outcomes.Client Retention & Upselling: Strengthened client relations through timely communication, updated insights, and proactive engagement—contributing to repeat business and extended service contracts.Technical Support (L1) across server platforms (cPanel, Plesk, Zimbra, VPS, Cloud), ensuring rapid issue resolution and technical hand-holding.Operations Administration: Managed day-to-day operations, including facility upkeep, office supplies, and internal support tasks.
EDUCATION
SAMADH HIGHER SECONDARY SCHOOL
10th, School
Shanmugha Arts, Science, Technology and Research Academy
Bachelor of Technology - BTech, Electrical, Electronics and Communications Engineering
Shanmugha Arts, Science, Technology and Research Academy
DIPLOMA, Electrical and Electronics Engineering
Indian Institute of Planning and Management
PGDM, Dual Specialization- Marketing and Finance
ABOUT GOPI MASILAMANI
Experienced professional with 7+ years of proven success in Key Account Management and Delivery Management, driving client satisfaction and business growth across diverse sectors. Adept at nurturing long-term relationships with key clients, ensuring smooth delivery of services, and aligning operational execution with strategic goals. Skilled in managing complex projects, coordinating cross-functional teams, and delivering tailored solutions that meet client expectations and SLAs. Possess deep expertise in client engagement, stakeholder management, and negotiation, with a track record of fostering trust and transparency. Equipped with a strong understanding of CRM platforms, technical support workflows (including L1 support), and documentation processes to ensure seamless service delivery. Experienced in evaluating budget proposals, managing expenses, and optimizing resources to support delivery excellence. A committed problem-solver and communicator with a knack for identifying business opportunities, supporting recruitment processes, and enabling collaboration across departments to promote growth and customer retention.
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