Ritesh Katiyar

• EMEA & APAC Healthcare, Insurance, Customer Operations, Data Analytics
• Span of control : Business Analysts, CSR Professionals, Automation expert & GenAI professionals
• Production tools control : SAP / Vistex , GTMs, SFDC, Oracle, Nice&Contact, WebApp, Snowflake
• Overseeing team performance, implementing best practices to enhance service quality.
• Developed and maintained strong relationships with stakeholders, driving collaboration and alignment.
• Analyzed service metrics to identify trends, enabling proactive issue resolution and improvement.
• Led process improvement initiatives, optimizing workflows for increased effectiveness.

• EMEA & US e-Commerce Operations, Customer Service / Operations, Sales Support, Lead Generation.
• Span of control : 150+ Customer Service Professionals, Workforce & Operation Managers, Subject Matter Experts
• Production tools control : CMS, Avaya, Zendesk, Maestro, Atlas
• KRAs : ERP, Employee Retention, SLA/OLA, Account Planning, BCP, Performance Management
• Lead operational strategies to enhance service delivery efficiency.
• Oversee client communication and relationship management.

• EMEA & NA - Security, Identity Protection, Customer Service, Lead Generation, Pre-Post Sales Support
• Production tools control : SFDC, Optimus, Encore, Zendesk, Moxie
• Directed a team size of 190 executives with 2 Asst. Managers & 4 Team Leads - Chat & Voice Vertical
• Key Responsibility Areas -
• Human Capital Management - Shrinkage ( Internal, External), Attrition / Annualized Attrition, Reliability, People Success Programs
• Customer Performance - Net Sat, Esat, Quality, Compliance Scoring, FCR, VOC Analysis Study, 3 P Analysis
• Productivity / Effciency - SLA - Chat FRT, AHT, Solves her hour, Handle per hour, Occupancy, Resolution %
• Performance Assessments - Weekly, Bi-Weekly, Monthly, Quarterly
• Analyzed performance data to identify areas of improvement and implemented corrective actions to improve service delivery

• EMEA & NA - Security, Identity Protection, Customer Service, Lead Generation, Pre-Post Sales Support
• Production tools control : SFDC, Optimus, Encore, Zendesk, Moxie, CCMS
• Managing 90 executives with 4 Team Leads - Chat & Voice vertical
• Key Responsibility Areas -
• Human Capital Management - Shrinkage ( Internal, External), Attrition / Annualized Attrition, Reliability, People Success Programs
• Customer Performance - Net Sat, Esat Quality, Compliance
• Productivity / Effciency - SLA - Chat FRT, AHT, Solves her hour, Handle per hour, Occupancy, Resolution %
• Scheduled appointments and meetings, ensuring the smooth fow of daily operations
• Managed and oversaw the daily operations of the offce, including scheduling, budgeting, and personnel
• Built strong relationships with key customers and stakeholders, resulting in repeat business and referrals

• Developed and implemented risk-based monitoring systems to ensure compliance with laws and regulations

• Conducted risk assessments and implemented risk management strategies to ensure compliance with regulations

• Developed and implemented policies and procedures that improved compliance and risk management

• Developed and implemented risk management strategies to mitigate potential compliance risks

• Recruited, trained and supervised a team of staff members to ensure successful operations

• Communicated effectively with supervisors and other team members to ensure smooth operations

• Managed a large distributed team of operations staff and coordinated their efforts to ensure successful project completion

• Developed and maintained user documentation, allowing new users to quickly learn system functionality
• Implemented user access controls that ensured compliance with company security policies
• Customer Support Profile - Technical & Non-Technical
• Inbound & Outbound

• Look after recruitment processes, including sourcing candidates, conducting interviews, and onboarding new hires.
• Develop and implement HR policies, procedures, and strategies to ensure smooth daily operations.
• Maintain employee records, compensation, and benefits information, ensuring accuracy and compliance.
• Handle employee relations, resolve conflicts, and address problems to promote a healthy work environment.