Lakshmanan V
Bengaluru
Summary
Highly experienced in the shaping, oversight and management of operational strategies that enable direct and cross functional teams to seamlessly deliver exceptional results across the CX, CS and Operations landscape. Skilled at building collaborative relationships across departments, peers, stakeholders, clients, and vendors to drive a strong focus on optimizing operations, strengthening employee utilization and driving productivity innovations. Carrying along with 22+ years of experience, strong project management skills, general management skills and P&L management experience with a desire to learn, grow and be curious that helps turn ideas into world-changing realities. Highly focused on setting up and scaling large teams successfully in diverse industries including Loyalty & Rewards, Enterprise/SMB & Consumer Tech Support, E-Commerce, Retail, Customer Services and Sales. Successfully designed & consistently drove high impact customer facing metrics like NPS, CSAT, Account Retention, and internal metrics like GMV, Gross Margin, Revenue, Attrition and Performance Management. Highly motivated team player committed to building high-performing multi-faceted teams and turning around key business metrics. Possess great prioritization skills and multi-tasking capacity; able keep calm under pressure and maintain a structured approach of problem solving, with the ability to think beyond, drive innovation within and outside immediate teams.
Overview
23
23
years of professional experience
Work History
Director - Participant Experience
BI Worldwide India Pvt Ltd
11.2020 - Current
- Spearheading the customer and operational management of patented rewards platform in partnership with Regional Sales teams, Client Servicing teams, Product teams, Technology Strategic Vendors, and partners
- Develop analytical mechanisms to identify and prioritize improvement opportunities based on the analysis of data, metrics, feedback/research, and other mechanisms to continuously enable faster resolution and higher satisfaction rates at reduced costs. Use tools like Power BI, Tableau to represent readable data and analytics.
- Managing overall direction and delivery of participant (customer) experience unit supporting diverse clientele, spread across industries like FMCG, Manufacturing, Automobile, IT Software/Hardware, Hospitality, Petroleum and Retail etc. on the BI Worldwide rewards platform
- Support and drive cross functional teams to engage and support participants, before and after reward redemption.
- Setup and manage participant (customer) experience center, both in-house and outsourced with over 150 associates supporting participants across various business verticals.
- Continued improvements in telephony, CRM, social media channels and making optimum use of automation like RPA, AI & ML to reduce key efficiency metrics like AHT, Order to Query%, Time to Resolve, Repeat contact % & P(C)SAT etc.
- Scaled and achieved unheard of improvements in quality customer metrics like First Call Resolution (72% -> 92% in 6 quarters), PSAT (74% -> 91% in 8 quarters).
- Responsible to manage and drive P&L for in-house and outsourced units, focused on creating and sustaining high performing, self sustained units
- Set strategic direction to the unit on yearly goals, align with company revenue targets and implement cost optimization techniques.
- Recognized and awarded by the global management for introducing path breaking satisfaction measurement systems, tools to monitor participant pulse and analytical capabilities.
- Identified, validated and implemented AI & Chatbot tools to further enhance experience and control costs. 20% of contacts currently managed using AI/Bots.
Deputy General Manager
Hinduja Global Solutions (Acquired by Altruist Customer Management in Feb 2020)
12.2017 - 10.2020
- Leading and managing a portfolio of 1200 FTE's based out of Mumbai
- Responsible for complete P&L and GM delivery for the assigned accounts, managing different client groups and span including DGM's, SM's & Managers
- Delivering high customer experience by way of managing and creating customer pattern and mapping with agent skill and experience
- Daily planning on reducing cost for the client by way of reducing repeat calls and improving first call resolution
- Daily planning of data strategies, collections & sales strategy, identifying data cuts to bring in day or day revenue improvement
- Managing portfolios with fixed and variable revenue models, mapping daily case load to collections & sales strategy
- End to end client management, including daily reviews, farming for additional revenue opportunities, process improvements, customer behavior pattern identification and analysis for clients.
Director - Marketing And Operations
ArtCollective India
05.2014 - 11.2017
- Company Overview: Bangalore, India
- Worked with Co-Founder
- End to end management of E-Commerce operations for the business
- Built technology delivery plan based on the product requirement, analytics on current trends, customer requirement and placement of products
- Managed Operational efficiency and delivery of key metrics
- SOP & Process management, identifying improvement opportunities
- CSAT/NPS/Customer Retention - Program Management, execution & review
- Business Planning Strategy around new growth avenues, sales channels & partnerships
- Oversee backend systems and processes for seamless order management, including production and fulfilment
- Hiring and training new staff - Operations, business development, fulfilment and administration
- Identification of resources and building regional teams for business expansion
- End-to-end Operations management including Print Production, Inventory Management, Supply Chain Management, Logistics, Payment Integration & Customer Experience
- Complete P&L management, including facilitating timely audits and book keeping
Senior Manager - Marketplace Operations
Flipkart
02.2013 - 05.2014
- Setup & Managed Seller Support Operations for Flipkart Marketplace
- Strategizing, planning and executing hiring methodologies based on market study, competitor analysis, skill mapping and analytics
- Was responsible for delivering a delightful & differentiated experience for sellers on board with Flipkart
- Scaled up Operations team to 85 FTE's, 2 Managers & 6 Team Leads
- Took over responsibilities of Quality & Process Improvement teams to identify and fix issues related to support management
- Acted as SPOC for customer support leadership, responsible for reduction in seller defects
- Defined, created and managed the Seller Relationship Life Cycle making Flipkart the essential component of Seller's online strategy
- Defined problem identification, Root Cause Analysis & resolution management for all seller pain areas for quick solutions & long term fix
Technical Support Manager - I - Enterprise & Consumer
Dell International Services
10.2006 - 05.2013
- Company Overview: Gurgaon, India
- Led Cost Reduction, Repeat Contact Reduction & Time to Resolve initiatives across Consumer Business for Dell's India Enterprise & Consumer Tech Support
- Planned & managed execution of NPS improvement programs like Outreach, resolution improvement, pre-emptive issue identification, and exception management.
- Achieved all time high NPS of 50 within a quarter of project initiation
- Partnered with APJ Warranty Cost Reduction team's India leadership in tracking progress of India Cost reduction helping improve warranty cost by 18%
- Worked with Sales Engineering to reduce Calls & Cost per box in order to reduce OPEX by 12%
- Devised resolution & cost control based campaigns for running the business
- Collaborated with Site Leaders and SPOC's to gauge progress on the different work streams
- Facilitated weekly governance calls with SPOC's across sites on updates/progress/actions
- Prepared performance progress scorecard and present to India & APJ leadership
Program Manager Operations
Teletech India Services
05.2002 - 09.2006
- Managed an inbound customer service process catering to a $9 bn retail giant in the US
- Managed performance of reporting Team Leaders
- Created action plans to correct deficiencies
- Facilitated internal and client business reviews
- Hired Supervisors and responsible for development of supervisory staff, including on-the-job training, motivation and coaching to reinforce required leadership skills
- Established project performance objectives for Supervisors and Customer Care Agents
- Worked with the Command center in scheduling and rostering teams according to the forecast sent by the client and the internal historical pattern
- Used DMAIC as an effective tool to analyze CSAT data for root causes and action planning
Education
Bachelor of Computer Applications - Computer Applications Development
Sir C V Raman University
Bilaspur04.2012
Global NIIT - 3 Year Programme - Computer Programming
NIIT Limited
Delhi04.2000
Skills
- P&L Management
- Customer Experience Custodian
- Large Operations Delivery
- Continuous Process Improvements
- Strategic planning
- Organizational development
- Budget management
- Business planning
- Change management
- Contract and vendor management
Certification
- Six Sigma Green Belt Certification
- PMP
- ITIL
- DDI Interviewing skills
Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridImportant To Me
Company CultureCareer advancementWork-life balanceQuote
Even if you are on the right track, you’ll get run over if you just sit there.
Will Rodgers
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Tamil
Bilingual or Proficient (C2)
Interests
Cooking, Reading, Cricket, Games
Timeline
Director - Participant Experience
BI Worldwide India Pvt Ltd
11.2020 - Current
Deputy General Manager
Hinduja Global Solutions (Acquired by Altruist Customer Management in Feb 2020)
12.2017 - 10.2020
Director - Marketing And Operations
ArtCollective India
05.2014 - 11.2017
Senior Manager - Marketplace Operations
Flipkart
02.2013 - 05.2014
Technical Support Manager - I - Enterprise & Consumer
Dell International Services
10.2006 - 05.2013
Program Manager Operations
Teletech India Services
05.2002 - 09.2006
Bachelor of Computer Applications - Computer Applications Development
Sir C V Raman University
Global NIIT - 3 Year Programme - Computer Programming
NIIT Limited
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