Balaji Das

Highly motivated and enthusiastic personality with outstanding networking and organizational skills and more than 30 years of professional experience

• Operations/Training/Recruitment As an Expert, met all key performance metrics and delivered consistently
• As a Coach Overachieved Client expectation on CSAT score with a record breaking 87% based on actions designed after analyzing customer comments
• Designed a support framework to ensure there is a smooth transition of the New Hires journey from Onboarding till the 30th day on the Production floor
• Exposure to understanding the Mumbai Hiring Market & Vendor Management
• Based on Operational pain points successfully closed 6 projects (Gamification, Transfers, Hold, Growth/Sales, Optus TV, Digital Case Management)
• CVOC - Global Analytics Gamification using Tales Platform Designed Training content to provide knowledge base, which is object oriented, autonomous, & self-directed with a micro learning approach. Knowledge Retention improved successfully which was measured by the NPS performance.
• Optus Fetch Tv Trainings initiated for 150 experts, 11 Recommendations shared, 8 Sherlock changes were made & 5 Circle articles modified. Same Skill transfers reduced from 12% to as low as 2%
• Roots Innovation Driving ideation through the Roots platform was a huge success with 400+ ideas were submitted and 15 of them went into the implementation stage
• BOT Recommendations Identified system automation opportunities while working on Projects – Transfers, Fetch Tv & Digital Case Management and shared 15 recommendations
• Customer Journey Mapping Created multiple Customer journeys to highlight the key customer dissatisfaction Opportunity followed by Recommendations to improve the experience

• Creative
• Imaginative
• Loyal
• Curious
• Passionate
• Dedicated
• Hardworking
• Organized
• Humble
• Helpful
• Negotiator
• Clever