Januthul Pradhos
Chennai
Summary
Results-driven Operations and Process Excellence Leader with 15+ years of experience driving operational strategy, service delivery, workforce management, process optimization, quality governance, and stakeholder engagement across global support and service environments. Proven success in leading cross-functional teams, managing business-critical operations, improving service performance, and implementing scalable processes that enhance customer outcomes and operational efficiency. Experienced in KPI governance, resource planning, risk management, business process improvement, change management, and executive reporting. Adept at collaborating with global stakeholders to align operational execution with strategic business objectives.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Process Excellence Lead
Foodhub Software Solutions India Private Limited
Chennai
12.2018 - Current
- Led end-to-end VIP operations supporting thousands of high-value global clients across calls, emails, and chat channels, consistently achieving 85–90%+ First Contact Resolution (FCR) and exceeding service KPIs.
- Managed 24/7 business-critical operations, ensuring service continuity, operational efficiency, and exceptional client experience for Elite and Platinum accounts.
- Directed workforce planning, capacity forecasting, and roster management to optimize resource utilization and maintain round-the-clock operational coverage.
- Partnered with Product, Engineering, Development, Business Intelligence, Billing, Technical Support, Website, and Menu teams to streamline workflows and improve operational scalability.
- Spearheaded process improvement initiatives that reduced resolution times by 25–35% and enhanced overall service delivery performance.
- Established SLA governance, KPI frameworks, and executive reporting dashboards, enabling data-driven decision-making and operational transparency.
- Leveraged CSAT, NPS, VOC, and operational metrics to identify improvement opportunities, driving a 10–15% increase in client satisfaction.
- Managed high-priority escalations, risk mitigation, service recovery, and stakeholder communications for business-critical client issues.
- Conducted root cause analysis (RCA) and implemented preventive actions to improve process reliability and reduce recurring operational issues.
- Developed and standardized SOPs, quality frameworks, and governance processes to ensure consistency, compliance, and operational excellence.
- Built and led high-performing teams through coaching, performance management, succession planning, and leadership development initiatives.
- Supported organizational transformation and continuous improvement programs, driving adoption of best practices and operational efficiencies.
Forensic Expert
Associated Auto Solutions International Pvt. Ltd.
Chennai
10.2016 - 01.2018
- Worked for a Digital Forensics support services.
- Conducted forensic acquisition and analysis of digital devices, including computers, mobile phones, and storage media.
- Collected, preserved, and documented digital evidence in accordance with forensic and legal standards.
- Performed data recovery, file system analysis, and artifact examination to support investigations.
- Utilised industry-standard forensic tools to identify, analyze, and interpret digital evidence.
- Maintained chain-of-custody documentation and ensured evidence integrity throughout investigations.
- Investigated cybersecurity incidents, unauthorized access, data breaches, and insider threats.
- Prepared comprehensive forensic reports and presented findings to stakeholders and management.
- Collaborated with legal, compliance, and cybersecurity teams during investigations and litigation support.
- Conducted timeline analysis, log analysis, and digital evidence correlation.
- Assisted in developing forensic procedures, documentation standards, and best practices.
Senior Sales and Support Engineer
Comodo Security Solutions Pvt. Ltd.
Chennai
11.2015 - 08.2016
- Delivered customized security support packages by integrating technical diagnostics and consultative sales.
- Resolved complex software issues remotely, ensuring compliance with high security standards for client systems.
Product Support Engineer
Symantec Software and Services Pvt. Ltd.
Chennai
09.2014 - 07.2015
- Specialized in malware and virus removal for desktop and server environments.
- Configured firewalls to strengthen security across semi-enterprise infrastructures.
- Provided support for Norton/Symantec suites on Windows, Mac, and mobile platforms.
Senior Quality Analyst
Sutherland Global Services Pvt. Ltd.
Chennai
03.2011 - 08.2014
- Conducted daily reviews of 25 calls to ensure compliance with quality standards.
- Implemented daily VOC evaluations to capture insights from customer feedback.
- Guided CSR team in identifying and addressing performance improvement opportunities through targeted coaching.
- Received multiple client accolades for delivering comprehensive process and support flow charts.
- Achieved 99% accuracy in audits while meeting SLA requirements, providing weekly performance reports to Team Leaders.
- Facilitated regular huddles and training sessions to enhance CSR understanding of processes.
- Issued reminders on process updates to improve agent awareness and responsiveness.
- Analyzed weekly DSAT and CSAT metrics to monitor customer satisfaction levels.
Dell Technical Support Engineer
Sutherland Global Services Pvt. Ltd.
Chennai
03.2011 - 08.2014
- Provided first-level support for Dell hardware and software, adhering to established procedures.
- Diagnosed technical issues, dispatched hardware, and resolved driver and application errors.
- Achieved Dell Hardware & Software Certification to improve technical expertise.
- Drove warranty, hardware, and software sales through impactful customer interactions.
Education
Higher Secondary (HSC) - Computer Science
Annai Sivagami Higher Secondary School
Pondicherry05.2008
Secondary School (SSC) -
Thiruvalluvar Higher Secondary School
Pondicherry05.2006
Skills
- Operational Excellence
- Business Operations
- Service Delivery Management
- Program Management
- Process Improvement
- Business Process Optimization
- Continuous Improvement (CI)
- Lean Six Sigma Methodologies
- Process Governance & Compliance
- KPI Governance & Performance Management
- Data Analysis & Reporting
- Business Intelligence & Reporting
- Data-Driven Decision Making
- Stakeholder Management
- Cross-Functional Leadership
- Strategic Planning & Execution
- Change Management
- Operational Transformation
- Resource Planning & Capacity Management
- Workforce Management
- Risk & Escalation Management
- Root Cause Analysis (RCA)
- Quality Management
- Service Level Agreement (SLA) Management
- Standard Operating Procedures (SOP) Development
- Operational Scalability and Process Standardization
- Executive Reporting
- Leadership Development and Coaching
- Professional Services Operations
- Global Operations Management
- Client Success Operations
- Client Relationship Management
- Customer Experience (CX) Improvement
- Continuous Service Improvement (CSI)
- Project Coordination
Websites, Portfolios and Profiles
www.linkedin.com/in/januthulp-770b194a
Technical Skills
- Advanced Microsoft Excel
- Microsoft Office Suite
- Power BI
- Data Analysis & Reporting
- Dashboard Development
- Workforce Management Tools
- CRM Platforms
- Ticketing Systems
- Quality Monitoring Systems
- Knowledge Management Platforms
- KPI & Performance Reporting
- Process Documentation
- Lean Six Sigma Methodologies
- Root Cause Analysis (RCA)
- Business Intelligence & Data Visualization
- Service Level Agreement (SLA) Monitoring
- Capacity Planning & Resource Forecasting
- Operational Reporting & Executive Dashboards
- Data-Driven Decision Making
- Process Optimization & Continuous Improvement
- Performance Analytics & Reporting
Languages
English
Proficient
C2
Tamil
Proficient
C2
Arabic
Intermediate
B1
Hindi
Elementary
A2
Hobbies and interests
- Singing
- Writing Poems
- Reading articles
- Cooking
- Travelling
Accomplishments
Operational Excellence & Performance Leadership: Ranked as the #1 Top Performer in Operations for 7+ consecutive years, consistently exceeding quality, productivity, compliance, and service benchmarks.
Accelerated Leadership Growth: Earned multiple fast-track promotions across customer support, quality, and operations, progressing to Team Leader through sustained high-impact delivery.
Risk, Quality & Customer Experience Stewardship: Trusted with compliance-critical operations while maintaining 100% Quality performance and driving industry-leading NPS outcomes.
Talent & Capability Building: Developed future leaders by mentoring high-potential talent and converting interns into permanent roles through structured performance and documentation standards.
Certification
Dell Certified Hardware & Software Technician (2012)
Lean Six Sigma Green Belt – Gengyan Global (2021)
Management Skills Certification – Udemy (2026)
Microsoft Excel Certified (2012)
Disclaimer
I hereby declare that the information provided above is accurate, complete, and true to the best of my knowledge.
Timeline
Process Excellence Lead
Foodhub Software Solutions India Private Limited
12.2018 - Current
Forensic Expert
Associated Auto Solutions International Pvt. Ltd.
10.2016 - 01.2018
Senior Sales and Support Engineer
Comodo Security Solutions Pvt. Ltd.
11.2015 - 08.2016
Product Support Engineer
Symantec Software and Services Pvt. Ltd.
09.2014 - 07.2015
Senior Quality Analyst
Sutherland Global Services Pvt. Ltd.
03.2011 - 08.2014
Dell Technical Support Engineer
Sutherland Global Services Pvt. Ltd.
03.2011 - 08.2014
Higher Secondary (HSC) - Computer Science
Annai Sivagami Higher Secondary School
Secondary School (SSC) -
Thiruvalluvar Higher Secondary School