SANTOSH NADAR

• Led executive escalations process improvement for North America and Far East regions, delivering 900bps improvement through strategic defect elimination initiatives

• Reduced contact transfer rate by 1,200bps (32% to 20%) across NA and India marketplaces, generating $3.26M in cost savings

• Established and managed centralized initiative tracking program, enhancing cross-team collaboration and project success rates

• Successfully delivered critical programs including SPSAT (2021), EDR (2022), and NRR (2022) for NA region within targeted timelines

• Developed and implemented web-based impact assessment dashboard and QS Initiative Calculator, enabling data-driven decision making

• Enhanced seller satisfaction metrics through targeted SOP improvements and strategic outreach programs, focusing on high-value sellers ($1M+ business)

• Built strategic partnerships across organizations (SP-S and external teams) to drive large-scale improvement initiatives

• Led end-to-end analytics strategy, developing key metrics and insights that drove strategic decision-making during Weekly, Monthly, and Quarterly Business Reviews

• Served as Scrum Master for two cross-functional teams (5+ members), managing sprint backlogs, facilitating agile ceremonies, and implementing process improvements to accelerate delivery

• Established and optimized KPI frameworks, identifying critical performance drivers and implementing controls to achieve targeted outcomes

• Partnered with executive leadership on annual goal-setting, providing data-driven insights and performance counseling for quality improvement initiatives

• Designed and automated comprehensive reporting solutions using OBIEE and ETL, streamlining daily, weekly, and monthly operational dashboards

• Collaborated with global stakeholders to enhance seller experience programs, resulting in improved quality metrics and reduced contact rates

• Participated in talent acquisition initiatives, contributing to team growth and operational excellence

Led cross-functional collaboration with Sales and PMO teams to transform business requirements into detailed system specifications, and design solutions.

• Managed and mentored a team of two analysts, providing direction on daily operations and strategic initiatives.

• Developed and implemented comprehensive Business Objects dashboards and scorecards, enabling data-driven decision-making for stakeholders.

Spearheaded report automation initiatives, resulting in streamlined daily, weekly, and monthly operational reporting processes.

Partnered with senior management to deliver strategic analysis and actionable insights, driving business optimization.

Led end-to-end workforce management operations for a large-scale call center, implementing DEFCON protocols, and real-time monitoring systems.

• Developed and optimized manpower planning strategies through accurate workload forecasting, resulting in improved resource utilization and performance metrics.

• Managed real-time operations using Avaya Supervisor, effectively handling call volume fluctuations, and maintaining optimal service levels.

Supervised the WFM team in daily operations, ensuring accurate scheduling, forecasting, and auxiliary management to meet business KPIs.