John R Gomes
Mumbai
Summary
Dynamic operations leader with extensive experience at Accenture Solutions Pvt. Ltd., driving client service management and team performance. Proven track record in enhancing operational efficiency and achieving SLAs. Skilled in process improvement and people development, fostering collaboration to elevate team engagement and deliver exceptional results.
Overview
24
24
years of professional experience
Work History
Group Lead Operations
Accenture Solutions Pvt. Ltd.
Mumbai
05.2016 - 03.2025
- Leads a span of 100, including 5 team leads, who handle the resources working on content moderation, operating in a multi-site solution environment since March 2018.
- To ensure the team's focus is on language-sensitive content, read and interpret user behaviour, and take actions based on client-defined policies.
- Highlight trends, escalate potential 'red flags,' flag incorrectly routed work items, and ensure delivery as per agreed metrics.
- I am the deal POC responsible for looking after tasks such as weekly business reviews, SR for recruitment, performance scorecards for the team, training, volume trends, and reporting, etc.
- Responsible for maintaining and achieving SLAs, delivery, quality, productivity, CSAT, revenue targets, and other agreed and defined KRAs/KPIs.
- Developed and implemented action plans to address performance gaps in SLA compliance.
- Implemented innovative ideas to streamline processes and boost operational efficiency.
- Facilitated client interaction and drove people engagement activities for enhanced collaboration.
- Executed tasks in line with internal compliance, as per company guidelines.
- Ensuring training is completed for the team and leaders as per the industry standards.
Assistant Team Manager (Utility Client)
WNS Global services Pvt. Ltd.
Mumbai
05.2006 - 05.2016
- Managing a team of 70 FTEs across teams of Correspondence Sort, Credit General Enquiries, and Booking In Residential Complaints for the client.
- Sorting of correspondence across different teams, as per their defined scoping document.
- Responding to customer correspondence for billing, tariff, and payment-related queries.
- Addressed grievances pertaining to repeated inquiries within an expert unit.
- Registered customer complaints for residential processes including billing and payment schemes.
- At different levels, and sending it to the right department for the end customer resolution.
- Collaborated with WFM, MIS, HR, Quality and Transport teams weekly to address staff issues.
Customer Service Senior Associate (Domestic Client)
3I infotech Consultancy Services Pvt. Ltd.
Mumbai
03.2001 - 05.2006
- Managed extensive customer inquiries regarding shares, dividends, and bonds via correspondence and counter assistance.
- Collaborated with stakeholders to ensure accurate account data management.
- Coordinated daily operations in the absence of the team lead for a group of 16 associates.
- Maintained front desk to provide positive first impression.
- Provided direction and guidance to junior associates on complex tasks.
- Managed team resources, including assigning tasks, monitoring progress, and ensuring deadlines were met.
Education
Commerce graduate -
Mumbai University
Mumbai, IndiaOne Year of diploma certification - computer basics
Skills
- Client Service Management
- Operations Management
- Client Engagement Strategies
- Team Management
- People Development
- Process Improvement
- Operational efficiency
- Feedback facilitation
- Motivational skills
Industry Experience
- Credit Cards - Customer Service and Collections
- Utility Industries - Customer Service, and Managing clients
- Shares & Bonds documentation
- Despatch & forwarding
Personal Information
Title: Content Mgmt. Advisory Specialist
Skillset Functional Experience
- Managing Customer Service & Client Deliverables
- Operations Management
- Client Relationship Management
- Team and performance Management
- People Development
- Process Improvement
Education Certification
- Commerce graduate, Mumbai University, India
- One Year of diploma certification in computer basics
Timeline
Group Lead Operations
Accenture Solutions Pvt. Ltd.
05.2016 - 03.2025
Assistant Team Manager (Utility Client)
WNS Global services Pvt. Ltd.
05.2006 - 05.2016
Customer Service Senior Associate (Domestic Client)
3I infotech Consultancy Services Pvt. Ltd.
03.2001 - 05.2006
Commerce graduate -
Mumbai University
One Year of diploma certification - computer basics
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