Franklin George

- Configuring, installing, and testing ICE CSP (Customer Side Processor) software. Transitioned entire APAC changes (planned and emergency) to Hyderabad

- CS.Completive advantage of cost and time zone benefit ( 24/7 coverage between locations

- Drive automation and process improvements projects to improve productivity and remove redundancies. Saved almost 60% time on reporting by automating Sales Force reports.

- Research, diagnose problems and communicate solutions to internal stakeholders and clients. Worked with Development and testing teams at new features enhancement phase saving time and redundancy. Led multiple projects to reduce client issues by 60 %

• Transitions various Processes from US, EMEA and APAC to Hyderabad (April 2021 – August 2022)-
• Processes included: Desktop Support, PRD (Price and reference data)- desktop Support, PRD content and Product, and IDD support (ICE data derivatives)

• Led cross-functional teams to achieve project milestones and deliver high-quality results.
• Successfully completed over 30 significant projects and Increased client retention by 59%. Increased customer base by 25% and improved customer response time by 11%, directly impacting sales
• Managed 500+ customer accounts without any complaints in 5 years and with 100% customer rating in online reviews adhering to SLA & work processes TAT
• Increased client retention by 59% by implementing an efficient grievance resolution process and customer feedback system.
• Drove Quality Assurance (QA) from an average of 65% to 95%.
• Reduced costs, optimized resource allocation, and improved efficiency in managing projects.

APAC – CRM support (Client Relationship Management)/EMEIA GTAC support/MENA GTAC support /BENE- C2C support (Contact 2 Cash) & GTAC support

• Lead response to urgent and sensitive requests from senior Firm leadership
• Partner in providing risk containment solutions
• Present the full suite of Q&RM products and services to customers including senior leaders
• Ensure that service delivery and team members are focused on customer needs and priorities, while respecting professional and legal standards
• Analyze client needs beyond own responsibilities to understand the context for the current work in progress. Anticipates what clients will want in future

Transitioned and set up Multiple Client Support department within Global Marketing Services

• Six Sigma and Lean Projects- Was part of various Six Sigma projects to reduce turnaround time and cost. The projects involved reworking marketing materials and Strategies (Global Graphic standard project) and Transitions
• Demonstrated exceptional adaptability in navigating complex situations or rapidly changing environments with ease.
• Increased customer satisfaction with timely project deliveries and seamless communication.

Set up 40 agents tele marketing team in India. Moving the existing teams from UK . Started new services such as BT, insurance & Cash advances.

• Digitization of payment through wire and store to online (E-Pay) liaison with technology to pilot an online payment tool where credit card holders could pay through website.
• Test and live campaigns to the Cit. credit card holders in the United Kingdom. Introduced cross selling competitor products & services and taking proactive steps to maximize profits of 6 million $

• Promoted Portfolio leader for Intermodal segment which was the largest portfolio for Ge Railcar Collections process
• Launched new AR toolkit based automated buckets
• Ran 4 significant projects to reduce delinquent accounts and thus increasing profits by 40% (100 million+)