Satish R Naidu

 Responsible for 2 revenue centres contributing to 80%+ of company revenue.
 Managing more than 250+ employees across Delhi & Gurgaon.
 Applied excellent problem-solving, process development, and strategic
implementation skills to lead and support all areas of operations.
 Identified opportunities to improve business process flows and productivity.
 Supported Executive Team in reviewing, identifying and prioritizing strategic initiatives.
 Drove team engagement to achieve aggressive company targets.
 Integrated marketing plans to reach wider audience and push business prospects closer to conversion.
 Set clear goals to monitor targets and offered real-time input on performance and motivation.
 Increased company profits through performance optimization strategies and efficiency improvements.
 Strategically coordinated operations according to objectives and capabilities,
effectively allocating resources to meet demands
 Identified, hired and trained highly-qualified staff by teaching best practices, procedures, and sales strategies.
 Grew sales and boosted profits, applying proactive management strategies and enhancing sales training.

Manage hiring, staffing, scheduling, personnel development, growth planning, succession planning, compensation and incentives within cost projections.

• Build environment of process excellence, with controlled, measurable, sustainable processes that enable th teams to handle volume and complexity changes
• Encourage employee participation, engagement, teamwork and communication,
• Successfully set up Bangalore center from scratch. Within 3 months team was able to perform on par with other tenured sites in India.
• Instrumental in enhancing skills of team members by conducting regular coaching and review.
• Defiantly displayed team management skills in current pandemic situation by taking quick actions of delivering desktops to team members before complete lockdown was implemented by authorities.
• Successfully implemented “Work from home” and achieved 90% productivity by closely monitoring team through periodic video calls and meetings.
• Post lockdown restored call center operations by following strict guidelines as laid by municipal authority and within 1 week team was back to 100% productivity.
• Organized and detail-oriented with a strong work ethic.

• Heading call center site and managing India outsourced partner.
• The job profile comprises of end to end contact center management for inbound call traffic 24X7 contact center environment & backend operations, which is in tune to upwards of .5mn customer interactions per month.
  In brief responsible for end-to-end service delivery and customer satisfaction as per defined SLA’s.
• Key role in managing operational efficiencies i.e. AHT, SLA, FCR, Customer effort, CSAT & Quality.
• Manage team of 430 associates and 30 plus support staff.
• Ensure performance goals are met for all in scope services across all functions: identifying & analyzing gaps to develop and implement corrective actions plans.
• Ensuring utilization of existing resources by doing manpower planning, monitoring numbers and achievement of overall targets on daily, weekly & monthly basis.
• Evaluation & anticipation of customer’s future needs and provide inputs to expertise teams to design effective service processes and application system designs to drive key FCR, CSAT, Quality, Customer Effort and AHT reduction.
• Prime contact for all operational and tactical issues representing delivery of all services including performance metrics, reporting, escalation and communication.
• Reduction in overall Calls/Complaints & drive self-care services to eliminate calls at call center.
• Managing entire gamut of Team Management activities with accountability of barging calls & Training teams for continuous improvement, circulating reports among team members, analyzing various trends towards attrition & attendance, coaching & delivering feedback to team.

• As Customer experience Business Manager was handling portfolio of managing outsourced partners and instrumental in ramping up frontend business.
• Job profile comprised of end to end contact center management for inbound call traffic in 24X7 contact center environment operations, which is in tune to upwards of 1mn customer interactions per month.
• This is achieved through remote & onsite management of Partner/Vendor locations with around 500+ FTEs.
• Serving as change manager for process reengineering and deploying change/modification in existing process to drive key FCR and AHT reduction project.
• Acting as escalation gate to resolve critical issues of partners, skills in conducting various technical training sessions for enhancing performance and quality of service.
• Instrumental in bringing significant reduction in Prepaid complaints of 4 % in 0-30 day AON agents.

• Acquiring new customers by selling them Mashreq bank products (Bank Insurance/MF/Personal Loan/Credit Cards)
• Managing acquired customers queries and complaints if any
• Handle wealth management and life insurance products
• Top performer of month for 3 consecutive months –April/May/June.
• Recommended loan approvals and denials based on customer loan application reviews.
• Developed prospects for new loans & credit cards by conducting 150 cold calls weekly.

Ensuring utilization of existing resources and manpower; planning targets, monitoring numbers and achievement of overall targets on daily, weekly & monthly basis

• Key role in driving partners to manage operational efficiencies i.e. AHT, SL, Repeat, CSAT & Quality, hiring validation to ensure right talent is hired, serving as change agent for process reengineering and deploying change/modification in existing process to drive key repeat and AHT reduction projects and driving upsell.
• Reduced CPC and Average Handle Time (AHT) by 25% in last 20 months by implementing process improvements and IT strategies designed to increase CSR efficiency.
• Restructured Contact Centre mapping to maximize focus on first call resolution (FTR) to improve customer satisfaction and reduced repeat calls.
• Minimize call center agent error by providing improved and innovative graphical user interface.

Worked as Senior CRA, job involved out-calling customers of J P Morgan Chase to remind them and collect Credit card dues.

• Followed-through on all critical inter-departmental escalations to increase customer retention rates.
• Promoted superior experience by addressing customer concerns, demonstrating empathy and resolving problems swiftly.

As Quality analyst used to audit calls and give feedback to Customer service representatives and improve overall CSAT scores for UK Citi Cards process.

• Performed root cause analysis through call audits and provide insights.
• Developed and maintained quality assurance procedure documentation.

Worked as Customer Service Associate for AT&T wireless process. Help assist customer staying in US with their prepaid GoPhone connection.

• Resolved customer service issues using company processes and policies and provided updates to customers.
• Escalated issues to proper supervisors when standard processes were not effective.
• Resolved technical issues over phone with over 100 customers daily.