Greg Hilton Goolamier

Dynamic and results-driven Operations Manager with over 20 years of experience in the BPO and Contact Center industry, including 10+ years in Leadership roles, specializing in leading high-performing teams and driving operational excellence. Expertise in strategic planning, process improvement, and stakeholder management consistently enhances productivity and customer satisfaction in fast-paced environments. Proven track record of managing large teams across multiple geographies, implementing effective training programs, and fostering a culture of excellence. Holds a Bachelor of Commerce degree from Osmania University and a Certified Project Management Professional (PMP) certification from PMI, demonstrating a commitment to professional development and operational success.

Certified Project Management Professional (PMP), PMI, 2021-04-16

Launching of Talent Customer Interaction Center (HRSD for USI)

• Led the development and launch of the Talent Customer Interaction Center (HRSD) for USI, establishing a new support channel for HR-related inquiries.
• Conducted workshops to define core requirements, objectives, and key performance indicators (KPIs), ensuring alignment with business needs and strategic goals.
• Designed and documented processes to ensure seamless operations, optimal efficiency, and consistent service delivery within the new support center.
• Collaborated with Talent Subject Matter Experts (SMEs) to gather insights, validate knowledge accuracy, and shape the center's framework and service offerings.

UK Finance Service Desk (Migration)

• Migrated the UK Finance Service Desk shared services team to the CoRe Contact Center, ensuring a seamless transition and uninterrupted service delivery.
• Implemented the support model, including processes, workflows, and knowledge management systems, for Level 1 and Level 2 teams based in the Deloitte Hyderabad office.

Application Support Launch Deloitte China - Chongqing (Offsite)

• Launched and implemented the Level 1 and Level 2 application support model for Deloitte China Member firm in Chongqing, establishing a new offsite support center. Successfully tested the User Acceptance Testing (UAT) environment, ensuring system readiness and functionality prior to go-live.
• Reviewed and refined training content to align with the specific support requirements of the Deloitte China team, enhancing knowledge transfer and skill development.
• Collaborated effectively with the Knowledge Management team to upload 168 knowledge articles to the central repository, ensuring readily available support resources for the team.

Finance and Talent Merger Project

• Participated in the merger of the Talent and Finance service desks for USI, contributing to the creation of a unified support center.
• Identified knowledge gaps and mitigated duplicate knowledge within the merged service desk, ensuring efficient knowledge management and service delivery.
• Proposed and advocated for the consolidation of the Talent and Finance teams onto a single platform, aiming to enhance customer experience and optimize support operations.