BHARATH TADEPALLI

• Oversee end-to-end operations of the contact center, ensuring smooth functioning across all shifts.
• Develop and implement strategies to achieve key KPIs such as Service Levels, AHT, CSAT, FTR, and Productivity.
• Drive continuous improvement initiatives to enhance customer experience and operational efficiency.
• Monitor team performance across inbound, outbound, email, chat, and digital channels.
• Set performance goals, track results, and implement action plans for underperforming teams.
• Conduct regular reviews with Unit Heads, Team Leaders and process managers to ensure target adherence.
• Ensure consistent delivery of high-quality customer service in line with bank standards.
• Work with QA teams to analyze customer interactions and feedback; drive corrective and preventive measures.
• Manage escalations effectively, ensuring timely resolution and customer satisfaction.
• Lead, mentor, and motivate a large team of team leaders, associates, trainers, and quality analysts.
• Plan manpower capacity, shift rosters, and hiring requirements.
• Drive coaching, training, and capability-building programs to enhance team skills.
• Ensure adherence to all regulatory guidelines (RBI, Data Privacy, TRAI).
• Maintain strong controls to prevent operational risks, fraud, and process gaps.
• Ensure timely completion of audits and compliance checks.
• Collaborate with IT and product teams to improve CRM tools, IVR, dialers, and automation initiatives.
• Drive digital transformation (self-service adoption, chatbots, AI-based support).
• Analyse operational data to identify bottlenecks and implement process improvements.
• Prepare daily/weekly/monthly MIS on volumes, performance, service levels, and workforce metrics.
• Present insights and action plans to senior leadership.
• Coordinate with business heads, marketing, product teams, and branch leadership for end-to-end service alignment.
• Ensure contact center teams achieve sales targets for cross-sell, up-sell, and lead conversions.
• Monitor productivity of outbound sales teams and improve campaign effectiveness.
• Drive disciplined follow-ups, lead hygiene, and conversion metrics.
• Manage high-volume spikes, system downtime, customer escalations, or emergencies.
• Ensure business continuity plans (BCP) are in place and effectively executed.
• Delivered end-to-end resolutions on Senior Management escalated cases through continuous monitoring and maintained SLs always greater than 90%.
• Successful in driving process improvement initiatives, customizing implementing & customizing voice analytics to the business needs & objectives and leading customer analytics engagements & practices.
• Merit of implementing voice biometric, voice analytics and changes in IVR as well as Genesys implementation and thereby attained reduction in customer wait time in connecting to officer and customer interaction tagging lead to reduction in AHT by 20 seconds which resulted in a cost efficiency.
• Successfully developed key strategies such as ‘Designed to Service’ & ‘Information on Single Click’, this increased C-SAT scores from 65% to 75%.
• Reduced errors at PBG by 80% which resulted in the growth, transformation of business, operational & financial outlook for the bank.
• Instrumental in increasing profits by 100% through implementation of Service Plus and introduction of new products in co-ordination with Business Channels by taking initiatives to reduce overall operating cost.
• Gained extensive compliance experience and contributed in delivering support in the implementation of Elimination of manual verifications, atomization of authentication process and implementation of Risk Assessment Treatment Plan (RATP), Access to application only on interactions resulted in elimination of frauds by 80% at PBG which changed the channel the most secured and customer comfort channel.
• Escalation Management: Ramped up the client satisfaction score by 40% through regularly interacting with clients and ensuring that queries and escalations were addressed on time.
• Introduced projects, aimed at complaints, trend & root cause analysis.
• Acted as SPOC for VOCs raised through social networking sites and ensured speedy resolution & customer satisfaction.
• Conducted fraud prevention and recovery by monitoring transactions by controlling fraud and its prevention.
• Developed risk assessment treatment plan for all processes at bank level and remediated gaps identified through RATP.
• Created and generated audit exception reports in coordination with BDU, BIU and technology teams.
• Supported the RBI inspections and other spot checks conducted by the regulators.
• Cut down on interaction cost by 50 seconds and enhanced the customer experience through AHT project.
• Increased profitability and created enablers to assist channels to drive the respective targets by creating new campaigns under outbound channel.
• Branded Phone Banking Group to other channels and increased collaboration.

• Support the entire application lifecycle (concept, design, test, release etc.)
• Gather specific requirements and suggest solutions
• Troubleshoot and debug to optimize performance
• Design interfaces to improve user experience & App efficiency
• Liaise with Product development team to plan new features
• Research and suggest new mobile products, applications, and protocols
• To improve NPS & Store Review & Cross Sell
• Monitoring App performance using Google Console & Dynatrace and work on error reduction
• To align and implement regulator (NPCI, RBI) guidelines and to close audit observations

• Directed cross-functional teams to implement strategic initiatives, enhancing operational efficiency and productivity.
• Developed and executed performance improvement plans, fostering a culture of continuous improvement across departments.
• Oversaw budget management and resource allocation, ensuring alignment with organizational objectives and financial targets.
• Led change management initiatives, facilitating smooth transitions and stakeholder engagement throughout process enhancements.

• Handled complete operations of the process & responsible for Service Levels, NPS, Revenue Generation through sales
• Analyzing gaps for better product and service development along with meeting TAT for the customer’s service
• Increasing productivity & customer satisfaction by developing better system tools, applications and IVR
• Generating revenue through inbound interactions
• Driving the continuous improvement culture through lean projects
• Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level
• Designing need-based training programs to enhance their operational efficiency leading to increased productivity

Assistant General Manager for inbound & outbound customer service for Leading Telecom service provider in India operations. Overview P&L Management for Telecom & Managing 750+ seats with 1200+ employees. As P&L Owner was responsible for 5 process within the location and involved in managing the complete process and achieving set Client Service Level Agreements, End – End Operations management, Client management, Revenue Management. Defining and implementation of Standard Operating Procedures (Internal and External), Recruitment, Man power planning, R&R Management. Active participation in structuring/redefining training needs, Retention Management. Driving client related process, Value addition, driving initiatives in improving Training and Quality deliverables, Participation in Design documents, driving Continuous Improvement

• Handling complete operations of the process & responsibility in Service delivery.
• Revenue Management for overall Account & location.
• Driving Continuous Improvements projects - addressing and mitigating leakages
• Client Relationship Management (End to End operations, Reviews – Monthly & Quarter)
• Managing compliance on all Statutory and Regulatory requirements of the Site.
• Performance Management Screening and Appraisals.
• Attrition Management.
• Empowering Front Line Managers.
• Reward & Recognition Management.