Diwakar V
Avadi
Summary
Operations Manager / Service delivery Manager. Overall >15 years of Experience Seeking an opportunity for professional challenge and growth to support and enhance co-operative objectives of the Company.
Overview
16
16
years of professional experience
1
1
Certification
1
1
Language
Work History
Operations Manager / Site lead – NGCC (Next Generation Contact Centre - AI Based)
Teleperformance Private Limited
01.2023 - Current
- Managing a team of 500+ Associates in multiple locations
- New Project Transition experience for Tool Transformation based on Gen AI
- Experienced in defining RFP, BRD & SOP standards based on industry
- Managing SLA & Performance management KPI's
- Coordinate manpower planning, training, and performance evaluation
- Attrition Retention Rate & Employee Satisfaction scores
- Maintaining CSAT & CSAT Survey by bank
- Identify process gaps at the site level & Process adherence Rate (Compliance on SOPs)
- Health & Safety compliance
- Billing Revenue management
- Crisis & Escalation handling
- Client management
Operations Manager / Site lead – NGCC (Next Generation Contact Centre - AI Based)
Teleperformance Private Limited
01.2023 - Current
- Managing a team of 500+ Associates in multiple locations
- New Project Transition experience for Tool Transformation based on Gen AI
- Experienced in defining RFP, BRD & SOP standards based on industry
- Managing SLA & Performance management KPI's
- Coordinate manpower planning, training, and performance evaluation
- Attrition Retention Rate & Employee Satisfaction scores
- Maintaining CSAT & CSAT Survey by bank
- Identify process gaps at the site level & Process adherence Rate (Compliance on SOPs)
- Health & Safety compliance
- Billing Revenue management
- Crisis & Escalation handling
- Client management
Associate Manager – Global IT Help desk & Infrastructure
SUTHERLAND GLOBAL SERVICES (SGS)
11.2023 - 01.2025
- Managing Service Level Agreement & NPS
- Handled US/UK/Canada Clients for Escalations & Priority Assistance
- Incident Management Team – P1 Tickets to be monitored on Priority basis
- Handling end to end Program Escalations for Technical issues.
- Monitoring NPS Scores & APR for Tech Engineers
- Ticket Breach Status, Containment & First Contact Resolution Rate
- Laptop Compliance & Non -Compliance Mails to be monitored on Weekly basis
- Weekly & Monthly Review with Senior Management on Ticket Closure status
Associate Manager – Global IT Help desk & Infrastructure
SUTHERLAND GLOBAL SERVICES (SGS)
11.2023 - 01.2025
- Managing Service Level Agreement & NPS
- Handled US/UK/Canada Clients for Escalations & Priority Assistance
- Incident Management Team – P1 Tickets to be monitored on Priority basis
- Handling end to end Program Escalations for Technical issues.
- Monitoring NPS Scores & APR for Tech Engineers
- Ticket Breach Status, Containment & First Contact Resolution Rate
- Laptop Compliance & Non -Compliance Mails to be monitored on Weekly basis
- Weekly & Monthly Review with Senior Management on Ticket Closure status
Associate Manager – Service Desk & Service Delivery (Flipkart line of business)
TECHMAHINDRA
07.2019 - 08.2023
- Managing Service Level agreement and NPS
- Handling end to end Client escalation - Daily Review, Weekly review and MBR
- Maintaining priority Tickets Containment, Breach Status & First closure.
- Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
- Conduct regular review of all call center agent’s performance and organize training sessions for under performers.
- Ensure a safe and harmonious working environment for all other team members and delegate duties to all team members.
- Auditing the calls and maintaining the good quality of the product. Scheduling the team leaders shifts to help the agents needs during escalations.
Associate Manager – Service Desk & Service Delivery (Flipkart line of business)
TECHMAHINDRA
07.2019 - 08.2023
- Managing Service Level agreement and NPS
- Handling end to end Client escalation - Daily Review, Weekly review and MBR
- Maintaining priority Tickets Containment, Breach Status & First closure.
- Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
- Conduct regular review of all call center agent’s performance and organize training sessions for under performers.
- Ensure a safe and harmonious working environment for all other team members and delegate duties to all team members.
- Auditing the calls and maintaining the good quality of the product. Scheduling the team leaders shifts to help the agents needs during escalations.
Sr. Team Leader – Service Delivery (Vodafone Prepaid Inbound & Escalation desk)
TECHMAHINDRA
03.2017 - 05.2019
- Handling a team 20 to 30 frontline associates to handle India Airtel Prepaid customers
- Handled more than three different skillset of Vodafone customers like Sliver, Sliver2, Gold, Platinum
- Plans & schedules manpower including managing of absenteeism and attrition within the team
- Ensure quality in all operations by monitoring performances at individuals and team levels.
- To manage the day to-day operations with a team of Associates and meet the required service levels, quality and productivity
- Interact with Management for workforce development and training related issues
- Understand process wide goals and break it down to daily operational goals for the team
- Monitors & Reviews the team’s performance regularly and does course correction as required
- Responsibilities & Calibrate with team members to ensure variance is below the desired level of acceptance
- Takes ownership of tasks & issues and proactively works towards resolution
- Setting clear targets and standards for performance and behaviors and motivates teams to be accountable
- Promoted 50+ employees from Associate level to different functions (Quality, Trainer, Associate.TL & MIS)
- Tech Mahindra solutions is the fastest growing ITES company with a strong presence in the domestic market specializing in the field of Telecom, Insurance, Banking and retail sales and service sector. The Center at Chennai specializes in the field of inbound, outbound & Escalation desk.
Sr. Team Leader – Service Delivery (Vodafone Prepaid Inbound & Escalation desk)
TECHMAHINDRA
03.2017 - 05.2019
- Handling a team 20 to 30 frontline associates to handle India Airtel Prepaid customers
- Handled more than three different skillset of Vodafone customers like Sliver, Sliver2, Gold, Platinum
- Plans & schedules manpower including managing of absenteeism and attrition within the team
- Ensure quality in all operations by monitoring performances at individuals and team levels.
- To manage the day to-day operations with a team of Associates and meet the required service levels, quality and productivity
- Interact with Management for workforce development and training related issues
- Understand process wide goals and break it down to daily operational goals for the team
- Monitors & Reviews the team’s performance regularly and does course correction as required
- Responsibilities & Calibrate with team members to ensure variance is below the desired level of acceptance
- Takes ownership of tasks & issues and proactively works towards resolution
- Setting clear targets and standards for performance and behaviors and motivates teams to be accountable
- Promoted 50+ employees from Associate level to different functions (Quality, Trainer, Associate.TL & MIS)
- Tech Mahindra solutions is the fastest growing ITES company with a strong presence in the domestic market specializing in the field of Telecom, Insurance, Banking and retail sales and service sector. The Center at Chennai specializes in the field of inbound, outbound & Escalation desk.
Sr. Team Leader (Cholamandalam Commercial Vehicle Collections & Sales)
INTELENET GLOBAL SERVICES PRIVATE LTD
10.2015 - 01.2017
- Managed 2 different projects, Commercial Vehicle collections & Insurance Sales
- Managing X bucket collections & Delinquent accounts
- Managing Cholamandalam Vehicle insurance renewal & New Sales
- Driving Collections every one hour & updating to clients on the current status
- Sales pitch in count & Sale lead will be published every one hour to clients
- Coordinating with the vendors and higher management team for the Collections & sales pitch in
- Highlighting the challenges of customer for Renewal & updating to client
- Handling different buckets of collections such as X bucket, 30 Days
- Transparencies created for employee for their job satisfaction
- To keep employee satisfaction at highest level I have been conducting reward and recognition programs and I have mentored about leadership skill
- Have created Buddy system-in which the new or underperforming team associate is paired with an experience team member in order to improve the former's performance. This activity shown huge improvement in agent level performance
Sr. Team Leader (Cholamandalam Commercial Vehicle Collections & Sales)
INTELENET GLOBAL SERVICES PRIVATE LTD
10.2015 - 01.2017
- Managed 2 different projects, Commercial Vehicle collections & Insurance Sales
- Managing X bucket collections & Delinquent accounts
- Managing Cholamandalam Vehicle insurance renewal & New Sales
- Driving Collections every one hour & updating to clients on the current status
- Sales pitch in count & Sale lead will be published every one hour to clients
- Coordinating with the vendors and higher management team for the Collections & sales pitch in
- Highlighting the challenges of customer for Renewal & updating to client
- Handling different buckets of collections such as X bucket, 30 Days
- Transparencies created for employee for their job satisfaction
- To keep employee satisfaction at highest level I have been conducting reward and recognition programs and I have mentored about leadership skill
- Have created Buddy system-in which the new or underperforming team associate is paired with an experience team member in order to improve the former's performance. This activity shown huge improvement in agent level performance
Team Leader – Service Delivery (Axis bank Inbound Customer Service Process)
FIRSTSOURCE SOLUTIONS PVT LTD
10.2012 - 08.2015
- Joined as Customer service associate for Axis bank process
- As associate Handled Credit card, Debit card sections & Backend Team
- Assisting customer based on scenario Credit card billing, Debit card balance, Card block, Card Protection
- Handling Customer escalations & Social media cases highlighting to client on regular basis
- Promoted as Team leader after one year of calling
- Handled a team 20 frontline associates to handle customer queries
- Rostering & scheduling associates based on capacity
- Ensure quality in all operations by monitoring performances at individuals and team levels.
Team Leader – Service Delivery (Axis bank Inbound Customer Service Process)
FIRSTSOURCE SOLUTIONS PVT LTD
10.2012 - 08.2015
- Joined as Customer service associate for Axis bank process
- As associate Handled Credit card, Debit card sections & Backend Team
- Assisting customer based on scenario Credit card billing, Debit card balance, Card block, Card Protection
- Handling Customer escalations & Social media cases highlighting to client on regular basis
- Promoted as Team leader after one year of calling
- Handled a team 20 frontline associates to handle customer queries
- Rostering & scheduling associates based on capacity
- Ensure quality in all operations by monitoring performances at individuals and team levels.
Sr. Technical Support executive for Vodafone Backend Process
KOCHAR INFOTECH PVT LTD
10.2011 - 09.2012
- Expertise in Technical department for Blackberry & I Phone
- Trained as Cooperate Trainer for Vodafone BB Project
- Handled calls related for Technical concerns & Fixing customer issue
- Handled Social media escalations & Followed Escalation mat
Sr. Technical Support executive for Vodafone Backend Process
KOCHAR INFOTECH PVT LTD
10.2011 - 09.2012
- Expertise in Technical department for Blackberry & I Phone
- Trained as Cooperate Trainer for Vodafone BB Project
- Handled calls related for Technical concerns & Fixing customer issue
- Handled Social media escalations & Followed Escalation mat
Customer service executive for SUN Direct DTH process
SHELL VERTEX PRIVATE LTD
07.2010 - 09.2011
- Started my Career as Customer service executive for SUN Direct DTH process
- Handling customer queries & reverting emails for customers
- Out calling customers for CSAT survey
- CSAT Survey
Customer service executive for SUN Direct DTH process
SHELL VERTEX PRIVATE LTD
07.2010 - 09.2011
- Handling customer queries & reverting emails for customers
- Out calling customers for CSAT survey
- CSAT Survey
Education
BA - English
Tamilnadu University
Tamilnadu01-2021
HSC - undefined
Little Holy Angels Mat. HR. Sec. School
01-2010
SSLC - undefined
Little Holy Angels Mat. HR. Sec. School
01-2008
Skills
Managing projects on multiple locations with the HC of 500 based on GEN AI Contact center Operations
Ensure service levels (SLAs) are met for all on-site operation
Define KPIs (Key Performance Indicators) and track performance against goals
Process Management - Establish and maintain standard operating procedures (SOPs)
Manage budgets, allocate resources effectively, and control operational costs
Experience & Skilled in GEN AI Transformation Tools - Voice BOT, Speech to Text & Text to Speech
Experienced in handling GEN AI based Email Integration, Sentiment Analysis, Email (Bulk)
Social Media, Video Calling, Agent Assist Tools are well versed
Experience on Gen AI based IVR - Visual IVR, Dynamic IVR creation & End to End Solution
Co- Browsing & CHAT BOT based on NLP concept of Tool transformation
Accomplishments
- Received lot of Accolade for skill and ability to manage multiple tasks from internal & external clients
- Part of base team in driving AHT / CQ / C-Sat / SLA without impacting on other Metrics
- Extremely skilled in implementing ideas to action
- Received rewards for implementing new ideas for process improvements to enhance customer experience
- Project SR Errors – Based on Error reduction
- Project Attrition – Based on Healthy Attrition
- Project Revenue leakage for Six months – Based on Compliance metrics & login hours
Certification
Certified Achievements: Cloud AWS Dev Ops, Lean SIX Sigma Green Belt, MSA Auditor, Kaizen & KAPTURE Artificial Intelligence Team
Timeline
Associate Manager – Global IT Help desk & Infrastructure
SUTHERLAND GLOBAL SERVICES (SGS)
11.2023 - 01.2025
Associate Manager – Global IT Help desk & Infrastructure
SUTHERLAND GLOBAL SERVICES (SGS)
11.2023 - 01.2025
Operations Manager / Site lead – NGCC (Next Generation Contact Centre - AI Based)
Teleperformance Private Limited
01.2023 - Current
Operations Manager / Site lead – NGCC (Next Generation Contact Centre - AI Based)
Teleperformance Private Limited
01.2023 - Current
Associate Manager – Service Desk & Service Delivery (Flipkart line of business)
TECHMAHINDRA
07.2019 - 08.2023
Associate Manager – Service Desk & Service Delivery (Flipkart line of business)
TECHMAHINDRA
07.2019 - 08.2023
Sr. Team Leader – Service Delivery (Vodafone Prepaid Inbound & Escalation desk)
TECHMAHINDRA
03.2017 - 05.2019
Sr. Team Leader – Service Delivery (Vodafone Prepaid Inbound & Escalation desk)
TECHMAHINDRA
03.2017 - 05.2019
Sr. Team Leader (Cholamandalam Commercial Vehicle Collections & Sales)
INTELENET GLOBAL SERVICES PRIVATE LTD
10.2015 - 01.2017
Sr. Team Leader (Cholamandalam Commercial Vehicle Collections & Sales)
INTELENET GLOBAL SERVICES PRIVATE LTD
10.2015 - 01.2017
Team Leader – Service Delivery (Axis bank Inbound Customer Service Process)
FIRSTSOURCE SOLUTIONS PVT LTD
10.2012 - 08.2015
Team Leader – Service Delivery (Axis bank Inbound Customer Service Process)
FIRSTSOURCE SOLUTIONS PVT LTD
10.2012 - 08.2015
Sr. Technical Support executive for Vodafone Backend Process
KOCHAR INFOTECH PVT LTD
10.2011 - 09.2012
Sr. Technical Support executive for Vodafone Backend Process
KOCHAR INFOTECH PVT LTD
10.2011 - 09.2012
Customer service executive for SUN Direct DTH process
SHELL VERTEX PRIVATE LTD
07.2010 - 09.2011
Customer service executive for SUN Direct DTH process
SHELL VERTEX PRIVATE LTD
07.2010 - 09.2011
HSC - undefined
Little Holy Angels Mat. HR. Sec. School
SSLC - undefined
Little Holy Angels Mat. HR. Sec. School
BA - English
Tamilnadu University
Personal Information
- Father's Name: Velayutham
- Date of Birth: 7th February 1992
- Nationality: Indian
- Marital Status: Married
PERSONAL INFORMATION
DOB: 7th February 1992 Marital Status: Married Nationality: Indian I am submitting herewith my resume for your perusal consideration for a suitable designation in your organization. A hard working & talented individual with sound knowledge of detailed planning and scheduling to meet pre-set production targets. Seeking a challenging job that would synergize my skills and knowledge with the objectives of the organization. A responsible, reliable and committed worker, give my best both as a part of a team and working independently. Dedicated and focused individual, determined to add value to the organization I work for, through my exceptional knowledge and learning ability. Possess well developed communication skills with reputation of unwavering accuracy, credibility and integrity. The above credentials along with my enclosed resume make me ideally suitable for a position in your organization. I would expect an opportunity for a personal interview. Thanking you. Yours Sincerely Diwakar V