Arun C

Dynamic Operations Manager with over 14+ years of experience in exceeding performance targets through strategic enhancements and team empowerment. Proven expertise in driving operational efficiencies and fostering collaborative environments, resulting in improved project outcomes. Committed to leveraging strong leadership skills to facilitate continuous improvement and support organizational goals.

Process transition– Transition of 6 different projects. I have been involved in process diagnostics, client interaction, design & deployment of training and other process related material, reviews and certification, etc.

Client accolades – Have received numerous accolades and commendation from external clients for seamless management of relevant business requirements

Process Improvements –

• Successfully completed CSAT improvement plan; improved overall project CSAT by 10%
• Implementation of Auto Assignment of tickets to improve overall efficiency for a team of 500+
• Quality improvement by 5%+ across the project by additional coaching and testing
• Multiple CSAT Analysis to support overall process improvement
• AB Testing of FAQs for improved project efficiency and customer experience
• Visualize volume trends and optimise staffing to improve FRT, FCR & Problem Solving

• Immense knowledge of popular CRM tools like Helpshift, Zendesk & Genesys. Expertise in managing users, teams, queues, views, automation and bots
• In-depth knowledge of workflow functionality and the ability to bring about efficiency through Queue management. (Helpshift, Zendesk & Genesys)
• Ability to translate business objectives to achievable goals for team members (Targets specific to # of replies, AHT, CSAT, NPS, Problem Solving, Survey take Rate, FCR, FRT, RWT, Reopen rate)
• Detailed analysis into trends across all metrics to identify trends for better planning and to improve customer satisfaction
• Use data intelligence to improve productivity and reduce response times
• ~10% Improvement in project efficiency by leveraging workflow efficiency [Queues (Auto-assign)]
• Building redundancy in the project by up skilling staff across various levels to ensure business continuity

Associate Manger - Operations

Organization: 24-7 Intouch India Pvt, Ltd., Bangalore

(Present)

• Improve the overall project efficiency, processes and policies in support of client’s requirements specifically, support better management reporting, information flow to the agent level
• Play a significant role in long-term planning, including initiatives geared toward operational excellence
• Managed cross-functional projects, ensuring timely completion and alignment with company objectives
• Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed
• Developed team members skills through targeted coaching sessions, resulting in improved individual performance
• Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics
• Collaborated closely with senior management on strategic planning efforts, aligning departmental goals with overarching company objectives
• Established strong relationships with key stakeholders, fostering collaboration and mutual support
• Proactively identified areas for improvement, implementing solutions that led to significant cost savings
• Oversaw training and on boarding process for all newly hired employees within Intouch for my Projects
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement
• Streamlined and monitored quality programs to alleviate overdue compliance activities
• Oversee overall staffing, support, controls and development of individual program targets
• Identify risks to the company and client, initiate and implement adequate controls

• Expertise in launching new projects. Planning from Training – Staffing – Quality – Reporting
• Strong background and work experience in Operational Management
• Excellent computer skills and proficiency in Ms Office(Excel, word, outlook, PPT)
• Demonstrated leadership and vision in managing staff groups and major projects or initiatives
• Excellent interpersonal skills and a collaborative management style
• A demonstrated commitment to high professional ethical standards and a diverse workplace
• Excellent people manager, open to directional and collaborative work style
• High comfort level working in a diverse environment