Manager Customer

Soft Skills

Profile Summary

A competent professional, offering nearly 25 years of experience in spearheading high- value projects involving conceptualisation, setting up and strategic management of Contact Centres

Extensive experience in steering Process and Change Management, Business Process Optimisation, Process Migration, Team Leadership and Training Proven track record of augmenting revenues by 10-15% every year, streamlining workflow, evolving operational procedures, ensuring client retention and creating a team work environment to enhance productivity innovatively for start-ups Drove customer engagement, managed effective customer satisfaction and expectation; attained >90% CSAT score consistently

Growth Driver with a sustained track record of success in driving transformation, managing P & L and annual operating plan & budget objectives Experience in managing BPO Centres, working closely with Centre Head & Transition Team; managed teams with focus on performance and customer delight Successfully created Media Monitoring Services Division and increased the team size from 5 to 800+ staff and created the client profile of 29 in the media space, offering print, broadcast & web monitoring

Created Satellite Processing Centres as part of DR / BCP for all turnaround projects Possess a go-getter attitude along with strong communication & analytical skills; continuously focussing on strong technical capability building within the teams along with productivity and process improvements

Timeline

Core Competencies

Profit Centre Operations New Business Set-ups

Six Sigma Projects / Implementation Strategic Planning P & L Management Service Delivery Management

EASHWAR

Vice President – Operations

Contact Centre & Operations Management

Result-oriented professional with proven career in conceiving & implementing effective strategies that can add value to the organization through rich experience and innovation excellence *********@*****.*** +91-44-295***** / +91-978******* Vetri Software

Pvt. Ltd.,

Chennai

1995-1997

Techbooks

International

Pvt. Ltd., New

Delhi

2001-2005

Ninestars

Information

Technologies Ltd.,

Chennai

199*-****-**** till date

Intelliquest

Technologies Pvt.

Ltd., Chennai

Post Diploma in

Computer

Applications

1994

Business Development Client Relationship Management Process Improvement Resource Planning

Organizational

Experience

Since Oct’05: Ninestars Information Technologies Ltd., Chennai

(www.ninestarsglobal.com)

Vice President – Operations (Joined as Manager – Operations) Growth Path:

Manager-Operations - Oct '05 with 5 team size

Sr. Operations - Dec '06 - 50 team size

DGM-Operations- Dec '07 - 120 -150 team size

AVP -Operations - May '2012 - 250 team size

VP-Operations - 2015 - 800 team size with five locations (29 clients) Key Result Areas:

Formulating budgets covering operational cost parentage ensuring adherence Designing concept and process flow for new projects Implementing process improvement projects to enable better customer satisfaction; designing process flow and streamlining business processes for the Operations Team as per process guidelines

Conceptualizing & implementing strict measures in operating procedures to optimize resource/capacity utilization

Monitoring overall functioning of processes, identifying improvement areas, change management & implementing adequate measures to maximise customer satisfaction Supervising preparation of web based online MIS Reports – productivity, quality, invoicing, TAT & project costing systems introduced Highlights:

Bagged major projects by visiting various countries (SEA, Europe, ANZ and UK) for transition and business meets

Orchestrated quality improvement processes such as TQM & Six Sigma Devised and implemented KRAs for the year & 3 months rolling plan till the supervisory level; designed need based training programs Ensured maximum customer satisfaction by adhering to the defined SLA levels for the past 12 years; attained CSAT (Customer Satisfaction) of 90% since beginning Formed PIT – Productivity Improvement Teams to improve & enhance team productivity from current level to 20%

Previous Experience

Nov’01 - Oct’05: Techbooks International Pvt. Ltd., NewDelhi as Facilitator- Operations

Managed project for University of Michigan and reduced the TAT from 8 to 4 weeks; attained the quality rate of 99.995% and achieved 99.999% thrice in 2004. Converted 18th century testimonials to SGML. Completed the 1.82 GB (1998 Books/482792 pages) which involved conversion from PDF into XML for the publisher in US, which was a big success for the company in terms of revenue and fame in the year 2004. Nov’97 - Oct’01: Intelliquest Technologies Pvt. Ltd., Chennai as Production Co- ordinator

Jan’95 - Sep’97: Vetri Software Pvt. Ltd., Chennai as Team Member Academic Details 1994: BA (Economics) from University of Madras Other Courses:

2011: PMP - Preparatory Course

2005: Internal Auditor Training

1995: Diploma in Computer Applications from LIBA

1995: Diploma in RDBMS - SSI

Continuous Gross

Margin or P & L Target

Strong client retention

and higher level of

satisfaction level

Mining within the

existing business or

service which led to

presence in Sofia,

Bulgaria

IT Skills SGML, XML, HTML & PDF Processing

MS Project ’98 / MS Office (Word / Excel / PowerPoint) Trainings Six Sigma Black Belt

Leadership/Personality/Team Building Workshops

Quality Seminar covering SPC/SQC Techniques, TQM & ISO Personal Details

Date of Birth: 22nd July 1973

Languages Known: English, Tamil and Hindi

Address: 58, 5th Cross Street, B2, 2nd Floor, Trustpuram, Kodambakkam, Chennai 600 024

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