Nagesh Chindaluru
Contact Center Operations
Bengaluru,KA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
16
16
years of professional experience
3
3
Certifications
Work History
Unit Head (DGM), Mobility CSD
Reliance JIO Infocom Pvt. Ltd.
- I oversee multiple centers in the South region, currently managing South RCCs with a dynamic team of over 1350 associates
- My role involves understanding and aligning with business needs, steering partners towards value-driven transformations, and ensuring adherence to the customer experience framework
- I mentor partner teams to align their efforts with our business goals, particularly in achieving exceptional end-customer experiences
- I drive operational excellence by focusing on key metrics such as Inbound & Outbound performance, meeting SLAs, and optimizing Value-Added Services (VAS) generation from inbound calls
- Additionally, I delve into technical aspects like call delivery and IVR changes to streamline processes and reduce call volumes
- Efforts to decrease repeat calls, chats, and emails involve deep dives into process enhancements, obtaining business approvals by highlighting value propositions, and implementing workflows to pinpoint delivery gaps
- Collaborating with platform owners, I facilitate process changes and implementations
- Ensuring governance and process adherence across partners in the region is crucial
- I conduct reviews to identify delivery gaps and work closely with platform owners to address process-related challenges and improve assurance across sites in line with organizational requirements
- Coordination on escalations and transactional challenges across multiple stakeholders is also a key aspect of my role, providing regular updates on actions taken to address issues effectively.
Performance Manager
Bharti Airtel Pvt. Ltd.
2012.10 - 2016.08
- Evaluate the performance of outsourced partners and spearhead initiatives to ensure adherence to call center processes, thus ensuring high-quality service delivery to Airtel customers
- Supervise the South Circles for all Lines of Business (LOBs), including Mobility & Fixed line, managing three partners with a staffing of over 1500 individuals
- Monitor partner performance metrics based on contractually agreed Performance Parameter Indicators (PPIs)
- Analyse Contact Center Data and performance metrics to identify deviations and establish cause-effect relationships
- Oversee the implementation of prescribed corrective actions to improve performance levels, collaborating with Circle level Customer Interaction Group (CIG) teams to enhance service levels and reduce customer contacts at call centers
- Collaborate with outsourced partners and Circle Customer Service Delivery (CSD) teams to identify opportunities for service improvement
- Ensure the accuracy of monthly performance authentication sent for billing by partners
- Highlights: Achieved PAN India No.1 status in external Quality scores for 2013 and Best Circle ranking, securing the top spot in Upsell performance
- This involved setting a high benchmark for customer satisfaction scores through SMS, leading to Instant Customer Engagement
- Played a pivotal role in implementing Vigilance Methods to mitigate fraudulent activities, thus preventing revenue leakages
- Successfully increased call-handling capacity while maintaining Service Level Agreements (SLAs) by launching a new application, resulting in approximately 12% savings for the partner
- This initiative was replicated nationwide
- Restructured IVR surveys metrics, resulting in improved customer satisfaction scores meeting market expectations, and partners receiving bonus rewards
- Actively engaged in conducting case studies and baseline activities regularly to fortify processes
- Provided guidance on enhancing knowledge levels regarding business control requirements and ensuring compliance.
Deputy Manager Operations
IBM Daksh Global Process Services Pvt. Ltd.
2007.03 - 2012.06
- Involved in handling Technical Customer Service Account for Leading UK Based ISP company: Handling ISP related queries, troubleshooting on Modem, Routers, WHN - HUB’s/ Super HUB’s
- Managing overall operations - production and quality performance of policy servicing queues
- Functioned as Key Point Of Contact with client leads, responsible for Service Performance Reporting & Continuous Improvement Activity
- Coordinator and Point Of Escalation for Operators or management during problem recovery activities
- Addressed Employee grievance & ER for the process
- Managed the Nesting process during ramp up’s for the process
- Carried out the tasks of problem resolution of complex problems relating to product or service installation, hardware or software issues, operations, performance or other aspects of information technology products/ services related to the individual customer's environment
- Guided a team of Team Leaders, Lead Ops & Exceed agents and over 138 front line executives
- Maintained all dashboards for BPMS / ISO and Service delivery Compliance testing.
Asst Manager – Operations, Outbound & Inbound
Vinstel Techno Services, Ltd
2006.03 - 2007.02
Team Manager - Operations, Outbound
Tatva Technologies
2005.03 - 2006.02
Team Leader - Operations Outbound
IIC Systems Pvt. Ltd.
2003.03 - 2005.02
Senior Tele Sales Representative - Inbound & Outbound
Integrated S/W Pvt. Ltd.
2000.12 - 2003.02
Education
Bachelor of Commerce, Computers - Commerce
S.K.University
Anantapur, India 2001.04 -
Skills
Friendly, Positive Attitude
Personal Information
Date of Birth: 12/02/81
Languages
English
Telugu
Hindi
Urdu
Certification
Green Belt Six Sigma
Timeline
ITIL
2021-07
PMP Certified Professional
2019-12
Performance Manager
Bharti Airtel Pvt. Ltd.
2012.10 - 2016.08
Green Belt Six Sigma
2010-06
Deputy Manager Operations
IBM Daksh Global Process Services Pvt. Ltd.
2007.03 - 2012.06
Asst Manager – Operations, Outbound & Inbound
Vinstel Techno Services, Ltd
2006.03 - 2007.02
Team Manager - Operations, Outbound
Tatva Technologies
2005.03 - 2006.02
Team Leader - Operations Outbound
IIC Systems Pvt. Ltd.
2003.03 - 2005.02
Bachelor of Commerce, Computers - Commerce
S.K.University
2001.04 -
Senior Tele Sales Representative - Inbound & Outbound
Integrated S/W Pvt. Ltd.
2000.12 - 2003.02
Unit Head (DGM), Mobility CSD
Reliance JIO Infocom Pvt. Ltd.
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