Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Timeline
Generic
ARUN RAVEENDRAN

ARUN RAVEENDRAN

Chennai

Summary

Results-driven Associate Director known for high productivity and efficient task completion. Skilled in strategic planning, team leadership, and project management. Excel at communication, problem-solving, and adaptability, ensuring successful outcomes in fast-paced environments. Harness these soft skills to lead teams effectively toward organizational goals.

Overview

22
22
years of professional experience

Work History

Associate Director

Kriya Nextwealth Pvt Ltd
01.2020 - Current
  • Strategic and results-driven individual with a proven track record of driving organizational success through effective leadership and innovative strategies.
  • Overall 19+ years of professional expertise in Voice, Non-Voice, Banking, E-commerce, AI/ML and computer Vision (Annotation) domain in the ITES industry from entry level to Associate Director.
  • Expertise in managing Client relationship, SLA management & Process reengineering for running successful operations with extensive experience of process setup, developing procedures, service standards & operational policies for business excellence.
  • Leading operational excellence across 7 LOBs with a team of 700+ employees for a leading E-commerce giant.
  • Playing a vital role in strategic management, driving business growth by identifying and securing new accounts.
  • Taken charge of end-to-end project delivery for all projects, ensuring compliance with SLAs, KPIs, and quality standards.
  • Cultivate strong client relationships through regular communication and innovative project management to enhance satisfaction.
  • Conduct regular meetings with clients and internal stakeholders to review performance metrics and discuss strategic initiatives.
  • Lead recruitment and mentor programs to groom employee skills, leveraging AI/ML concepts where applicable.
  • Collaborated with departments to streamline operations and identify automation opportunities for efficiency gains.
  • Analyze business operations to implement cost-effective strategies, utilizing AI/ML concepts for informed decision-making and profitability maximization.

Team Manager

Amazon
01.2018 - 01.2019
  • Lead three specialized LOB to advance the AI capabilities of ALEXA devices, overseeing end-to-end implementation.
  • Developed backend data infrastructure crucial for optimizing AI functionality in ALEXA devices, ensuring seamless integration and performance.
  • Managed SLAs, client escalations, quality standards, and reporting, ensuring accountability and transparency.
  • Conducted regular meetings with clients and internal stakeholders to assess team performance, troubleshoot issues, and strategize improvements.

Team Leader

RR DONNELLEY
01.2010 - 01.2018
  • Identify and leverage process improvement opportunities to expand business ventures and enhance client offerings.
  • Managed a team of 100+ employees, including Team Leaders, to ensure efficient operations and productivity.
  • Developed strategic plans to address client needs, drive growth, and maintain high service standards.
  • Ensured compliance with SLAs, regulatory directives, and operational procedures to mitigate risk.
  • Conducted trend analysis on MIS data to identify areas for improvement and implement solutions.
  • Coordinated meetings with support teams to uphold internal SLAs and promote collaboration.
  • Driven key deliverables such as queue monitoring, performance management, and process effectiveness improvements while managing recruitment and organizing team events.
  • Managed a 15-member team providing customer care services for Reader's Digest (UK).
  • Lead client communication, define SLAs, and establish delivery timelines for client satisfaction.
  • Ensured adherence to productivity and performance criteria outlined in SLAs.
  • Handled escalation calls and prioritize follow-up actions for corporate and high-value customers.
  • Represented customer care process in revenue meetings to drive strategic decisions.
  • Conducted call monitoring, implement training initiatives, and facilitate professional development for team members.

Customer Care Officer

ALLSEC TECHNOLOGIES
01.2004 - 01.2006
  • Driven team performance through feedback, cross-functional knowledge sharing, and talent development initiatives.
  • Fostered collaboration with various departments, oversee talent grooming, recognition programs, and represent organizational updates to senior management.

Education

Bachelor's - Computer Application

VLBJCAS
Coimbatore
12.2004

Skills

  • Project Management
  • Strategic Planning
  • Stakeholder Management
  • Business Development
  • Leadership
  • Effective Communication
  • Critical Thinking
  • AI/ML Concepts
  • Model annotation
  • Compliance & Risk Management
  • Operations Management
  • Process Improvement

Accomplishments

  • Achieved impressive 15% revenue growth for Kriya while reducing operational costs and increasing headcount by 180% in one Line of Business while decreasing 30 positions in another LOB.
  • Led the development and implementation of a workflow optimization tool for the Catalogue process, resulting in a remarkable 50% reduction in IT expenditure.
  • Orchestrated the successful migration of three new accounts for a leading e-commerce client, enhancing business stability and expanding market opportunities for Kriya IT.
  • Implemented a comprehensive quality framework for two specialized workflows, enhancing overall process efficiency and performance.
  • Managed the transition of two critical workflows from Boston to Chennai, ensuring seamless operations and team effectiveness.
  • Recognized with prestigious awards including Best Manager of the Year 2016 (I-Sparkle) and Best Team Leader for exceptional leadership and performance.
  • Achieved significant process improvements, reducing sub-process SLAs from 16 days to just 1 day and decreasing referral rates from 8.56% to 3.93% within 4 months.
  • Demonstrated exceptional leadership by grooming employees into leadership roles and implementing automation initiatives to drive efficiency and accuracy in operations.

Languages

  • English
  • Tamil
  • Malayalam
  • Hindi

Timeline

Associate Director

Kriya Nextwealth Pvt Ltd
01.2020 - Current

Team Manager

Amazon
01.2018 - 01.2019

Team Leader

RR DONNELLEY
01.2010 - 01.2018

Customer Care Officer

ALLSEC TECHNOLOGIES
01.2004 - 01.2006

Bachelor's - Computer Application

VLBJCAS

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ARUN RAVEENDRAN