Hi, I’m
PRADEEP JOHN
Bangalore
Summary
Head of Customer support offering 22 years of experience resolving account and service concerns for customers. Smoothly uncovers and solves challenges while promoting company products and maintaining loyal, satisfied customers. Focused on surpassing expectations and driving team success in Banking, Fintech, BPO, Cab Hailing, Rewards & Loyalty & SAAS Based product.
Overview
22
years of professional experience
1
year of post-secondary education
5
Languages
Work History
Tide FinancialBangalore
Head Member Support
03.2021 - Current
Job overview
- Operations
- Building Tide India from Scratch
- Responsible for launch of product and services in India
- Partner development: Worked closely with potential partners to develop required platform for tie-ups
- This may have involved negotiating contracts and ensuring that platform meets needs of all parties involved
- SOP development: Met regularly with SPOCs from partners to develop required SOPs and policies
- This may have included creating guidelines for how product or service should be used, as well as outlining responsibilities of each partner
- Training: Looked into required training needs for project to ensure that everyone involved has necessary skills and knowledge to perform their roles effectively
- Customer experience testing: Tried and tested customer experience at different levels of flow to ensure best possible outcome
- This may have involved user testing or focus groups to gather feedback
- CRM/telephony and technology utilization: Worked closely on CRM/telephony and other tools as per center requirement to ensure that these technologies are being utilized to their maximum potential to provide best possible customer experience
- Risk policy analysis: Analyzed and created risk policies to meet specific requirements of India
- This may have involved understanding legal and regulatory environment and creating policies to ensure compliance
- Budgeting and forecasting: Created budgets and forecasted 3+12 requirement of headcount to ensure that project stays within budget and is adequately staffed to meet demands of launch phase
- Hiring: Actively involved in hiring for different positions as per launch phase to build a strong team that can effectively execute on project
- Workflow development: Worked with inter-departmental teams to decide and develop work flows as per launch phase
- This may have involved coordinating with marketing, sales, and other departments to ensure that everyone is working towards same goals
- Market competition analysis: Worked closely to watch and learn as per market competition to ensure product meets need of hours and provides up-market experience
- This may have involved analyzing competition and making adjustments to product or service to differentiate it from competitors
- Vendor management: Handled multiple vendors across functions as per requirement
- This may have involved negotiating contracts and managing relationships with vendors to ensure that they are meeting their commitments.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Learned internal systems and related service role duties to provide skilled team backup in handling customer demands.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions
- Tracked and documented customer interactions in customer relationship management system to maintain accurate records
- Provided feedback to product development and engineering teams on customer needs and issues for enhancements
ANI Tech, OLA CABS
Head Customer Support
07.2019 - 12.2020
Job overview
- OFT Operations
- Team Size- 3 Center's ( 500 Fte)
- Manage Operations of 450 people strong Operation Centre based out of Bangalore & other center's as assigned from time to time
- Responsible for managing operations seamlessly and timely SLA delivery along with maintaining high levels of employee and customer satisfaction Nation Wide
- Developing SOP for each service, And defining of Customer interface as per market requirement
- Establish & Manage Relationships / Engagement with Clients
- Acquire and maintain in-depth working knowledge of client's service requirements
- Drive all key functions effectively with constant focus on innovation & reengineering of existing processes to make them more efficient
- Work Closely with Business Success team to counter daily issues
- Taking weekly and monthly calls with clients to understand expectations from teams and provided updates
- Oversight of team organizes resources, sets goals, carries out strategy from Executives and client on day to day basis; reporting responsibilities
- Responsible to ensure promised headcount against billable is maintained
- To ensure team members / Managers achieve agreed standards in relation to their job assignments
- Managing outsourced seats and vendor pan India
- Supported customers throughout incident response, management and resolution to deliver expert assistance for technical needs
Happay
Head Customer Support
03.2017 - 07.2019
Job overview
- Operations
- Team Size- 4 Centres ( 250 Fte)
- Manage Operations of 200 to 250 people strong Operation Centre based out of Bangalore & other centres as assigned from time to time
- Participate actively in analysis of complex issues & creation of solutions along with Senior Management team & other stakeholders
- Responsible for managing the operations seamlessly and timely SLA delivery along with maintaining high levels of employee and customer satisfaction Nation Wide
- Developing SOP for each service, And defining of Customer interface as per market requirement
- Establish & Manage Relationships / Engagement with the Clients
- Acquire and maintain an in-depth working knowledge of the client's service requirements
- Drive all the key functions effectively with constant focus on innovation & reengineering of existing processes to make them more efficient
- Build strong partnership with the client by growing and nurturing the existing relationships to ensure operational cohesion & effective foundation for future growth
- Taking weekly and monthly calls with clients to understand the expectations from the teams and provided updates
- Oversight of team organizes resources, sets goals, carries out strategy from Executives and client on a day to day basis; reporting responsibilities
- Responsible for following agreed governance model, escalation & communication plan
- To ensure team members / Managers achieve agreed standards in relation to their job assignments
- Risk Management Operations that would be a value add to this experience
- Serve as the point of escalation for issue resolution and queries
- Hiring of leads and managers, training, inductions, employee & client satisfaction scores, performance Appraisals and attrition management
- Setting up systems and process in place for scratch which includes CRM support telephony Solutions in place
- Designing the process flow action wide to ensure smooth transition of process and Customer satisfaction
- Forecasting of P&L requirement by planning in advance to ensure that process is in place with the same.
C2 info Solutions
Head
11.2015 - 03.2017
Job overview
- India Ops/ CRM/, India Operations
- Responsible for managing the operations seamlessly and timely SLA delivery along with maintaining high levels of employee and customer satisfaction
- Developing SOP for each service, And defining of Customer interface as per market requirement
- Establish & Manage Relationships / Engagement with the Clients
- Acquire and maintain an in-depth working knowledge of the client's service requirements
- Responsibility for hiring, training & retention of people hired in the Bangalore centre
- To be the Key contact for all problems and queries with specific business assigned
- Build strong partnership with the client by growing and nurturing the existing relationships to ensure operational cohesion & effective foundation for future growth
- Taking weekly and monthly calls with clients to understand the expectations from the teams and provided updates
- Oversight of team organizes resources, sets goals, carries out strategy from Executives and client on a day to day basis; reporting responsibilities
- Responsible for following agreed governance model, escalation & communication plan
- To ensure team members / Managers achieve agreed standards in relation to their job assignments
- Risk Management Operations that would be a value add to this experience
- Serve as the point of escalation for issue resolution and queries
- Hiring of leads and managers, training, inductions, employee & client satisfaction scores, performance Appraisals and attrition management
- Involved in creating/managing Business Continuity Planning (BCP) activities for the operations
- Delegate effectively and create a succession planning for all the roles within the team
- Review financial statements and data
- Utilize financial data to improve efficiency
- Prepare and control operational budgets
- Control inventory
- Recommend effective strategies for the financial well-being of organization
- Improve processes and policies in support of organizational goals
- Formulate and implement departmental and organizational policies and procedures to maximize output
- Monitor adherence to rules, regulations and procedures.
Holiday IQ
Senior Manager
04.2014 - 11.2015
Job overview
- India voice ops ( Voice and non Voice Operations)(B2B&B2C Sales)
- Team size- 6 verticals ( 520 Ftes
IBMBangalore
Operations Manager
02.2012 - 07.2012
Job overview
- ( Voice/Non Voice Process)- UK Banking Process ( Team Size-350)( 6 AM- 3 DM Direst reporting)
Bangalore
Project Manager
03.2010 - 01.2012
Job overview
- C Sales
- Customer Sevice, Team size-150)( 6 AM Direct reporting)
HSBC Contact Centre
Assistant ManagerOperations
03.2008 - 12.2009
Job overview
- Voice Process – Inbound – Banking) ( Team Size -80)( 5 TL Direct reporting)
RR Donnelley
Client Manager
09.2006 - 11.2007
Job overview
- Team Size -60)( 3 TL Direct reporting)
Citigroup Global Services
Senior Process Officer
03.2004 - 09.2006
GE Capital
Customer Service Executive
05.2001 - 01.2004
Education
IIM - KolkataKolkata
Certification from IIMC-Executive Programme in Growth Strategies For
02.2023 - Current
Canan College
Bachelor of Hotel Management from F&B service
University Overview
HRM, Front Office Assistant)
Canan College
from Resort Management
C.B.S.ESt. Joseph, Uttar, Pradesh
Skills
Proficient in modern CRM and lifecycle management tools( Zendesk, Kustomer, Zendesk, Freshdesk, Babelforce, Five9)Telephony expert ( Indian/International)AI application into CRMCustomer Success with SAAS/Fintech/BankingExperience as a leader in a product-focused technology business which is driven by quality and customer serviceExperience leading and developing a product management and marketing functionSound financial and budgetary management and solid commercial acumenStrong analytical, project management and problem-solving skills, with high attention to detailAbility to think strategically whilst achieving results in immediate area of responsibilityThe ability to adapt to a changing business and marketplaceAbility to think creatively and exploit business opportunitiesExperience people leader - has led a team of 50 to 500CSMs in the pastExperience people leader – in setting up end to end Operations from ScratchA cross-functional leader that can work with operations, product, sales, and human resourcesCore Experience in VOC ( CSAT/NPS/Playstore Reviewetc)Core Experience in Operations KPI
Service standard compliance
Customer service expert
Training and demonstration development
Timeline
IIM - Kolkata
Certification from IIMC-Executive Programme in Growth Strategies For
02.2023 - Current
Head Member Support
Tide Financial
03.2021 - Current
Head Customer Support
ANI Tech, OLA CABS
07.2019 - 12.2020
Head Customer Support
Happay
03.2017 - 07.2019
Head
C2 info Solutions
11.2015 - 03.2017
Senior Manager
Holiday IQ
04.2014 - 11.2015
Operations Manager
IBM
02.2012 - 07.2012
Project Manager
03.2010 - 01.2012
Assistant ManagerOperations
HSBC Contact Centre
03.2008 - 12.2009
Client Manager
RR Donnelley
09.2006 - 11.2007
Senior Process Officer
Citigroup Global Services
03.2004 - 09.2006
Customer Service Executive
GE Capital
05.2001 - 01.2004
Canan College
Bachelor of Hotel Management from F&B service
Canan College
from Resort Management
04.2001
C.B.S.E
04.1998