Gopinath Thiruvengadam

Versatile, dynamic, highly self-motivated, enthusiastic, proactive, thoughtful change Leader to solve organizational business problems & a collaborative cross functional player with 24+ years of practical implementation experience and proven skills of handling several large & sensitive Customers of IT, ITES, Telecom-Product and Services based domains of Service Delivery/ Assurance/ Operations, Business Processes, Quality management, Strategic decision making, Projects & Programs management, IT Consulting services and superior Stakeholder management. Have handled large and multiple global accounts across diversified domains. Instrumental in making organizational transformations according to changing business needs and evolving industry changes. Well versed in maintaining superior Customer Experience and CXO engagements.

1) ITIL V3 EXPERT

· Achieved cost savings of around 67%, 43% & 27% of TCV for the FY: 16-17, 17-18 & 18-19 respectively for Citibank EMEA Field Services EMEA account through Continual Improvement activities.

· Achieved renewal contracts for about 3 consecutive terms.

· Achieved business expansions in Mexico, UAE and Australian regions.

· Achieved Organizational Transformation for a Green Field Operator based out of Botswana & South Africa in Service Assurance & Quality Assurance domain.

· Spearheaded Process Transformation activities for a leading Telco based out of UK Service Assurance & Quality Assurance domain Achieved Organization Transformation for a Green Field Operator in Broadband category based out of Asia in Service Assurance & Quality Assurance domain.

· Achieved Organization Transformation for a Green Field Operator in Broadband category based out of Qatar in Service Assurance & Quality Assurance domain.

· Achieved 50% cost savings in implementing ISO Audits, Certifications and Compliance by integrating 5 different ISO Standards.

· Achieved zero compensation payouts to Clients for about 6 years in a row by overachieving the contractual KPIs/ Metrics/ Customer experience in handling Global Managed Services team.

· Achieved Call resolution within Command Centre (From 73% to 98%) thereby avoided penalty payouts.

· Received five consecutive Extra miler awards for outstanding performance management for 5 consecutive years.

· Achieved, Customer experience/delight project by increasing the site FCR% from 47% to 93%.

· Achieved, Reduction of site attrition rate from 27% to 7%.

· Achieved dissatisfied customers % to less than 5 % from 28%.

· Achieved reduction of RDR % (Repeat DR to single digit from 17%)

· Spearheaded multiple projects - Dell knowledge base, Dell solution network (DSN), Improving Customer Experience, Reduction of Customer dissatisfaction, End-to-End call resolution, RDR (Repeat Dispatch rate), DOC (Dell on Call) & Dell Connect-Remote assistance to the Customers.

· Awards - Best Employee Awards for Quarter 2 (2004) and Quarter 4 (2004), Best Technical Support Specialist award for Quarter 3 & 4 (2006 FYO6), Best managerial award for Team management (2006)