Vaideswaran Sambamurthy

~Currently managing three domestic processes(ICICI Prudential, Suburban Diagnostics and HDFC Life Insurance)

~Worked cross-functionally with marketing, sales and finance departments to facilitate daily operations.

~Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.

~Developed ambitious goals for operational and strategic functions.

~Supervised and mentored staff in 1:1 sessions, driving attainment of individual KPIs.

~Managing all aspects of inbound and back o ce operations for call enter and leading a team of 250+ employees.

~Increased the agent productivity in back office and reduced the manpower cost by 20%.

~Drive internal and external performance metrics as per the contractual agreements with the clients.

~Responsible to maintain the process headcount and seat utilization against the approved billable workstation.

~Responsible to meet the financial targets as per the budgeted numbers.

~Weekly, Monthly and Quarterly business review with clients.

~Awarded six times as Best Service provider by leading Insurance giant in the market.

~Successfully Transitioned new processes in the domestic sector in the organization.

~ Trained and mentored high-performing team through regular performance reviews, individual feedback and professional coaching.

~Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.

~Analysed strategic, core and support processes, recommending improvements to streamline or automate procedures.

~Developed and shared best practices across company.

~Boosted operational efficiencies through forecasting and budget management.

~Streamlined operations to consistently deliver on targets.

~Analysed customer data to identify opportunities and improve relationships.

~Hired and evaluated associates and management staff.

~Managing all aspects of inbound call center operations for LG services, leading a team of 150+ Customer Care Executives & 10 Team Leaders.

~Drive internal & external performance metrics (ASA, Service Level, Quality, AHT, Customer Satisfaction) as per the contractual agreement with the Service Partner.

~Coordinating with ASM/BSM for customer escalations to ensure escalated cases are resolved within given TAT.

~Forecasting weekly/hourly call load based on monthly projected volume for the month & weekly call trend of previous month.

~Planning for handling seasonal/festival call load based on previous years call trend, post & pre festival volume comparison.

~Handled employee scheduling to ensure adequate, cost-efficient shift staffing.

~Worked with drive and determination to consistently exceed targets, leading by example to motivate high- achieving teams.

~Improved customer satisfaction through considered coordination with colleagues, enhancing overall care and service.

~Held weekly meetings to communicate tasks, delicate priorities to staff and agree on goals.

~Call auditing and sharing feedback with employees.

~Sharing process insights and suggestions with the Operations team.

~Monitored staff performance and developed improvement plans.

~Developed training programmes to boost staff capabilities.

~Call auditing and sharing feedback with employees.

~Sharing process insights and suggestions with the Operations team.

~Monitored staff performance and developed improvement plans.

~Developed training programmes to boost staff capabilities.

~ Weekly coaching by monitoring 4 calls per agent and delivery of one-to-one feedback using a summary sheet approved by the Service Quality team.

~ Work closely with the Service Quality to co-ordinate quality monitoring and seek feedback on development areas.

~ Work with the delegates on their telephone calls and processes to improve confidence and capability

through coaching.

~ Floor-walk and provide advice and information to delegates on answering customer’s questions, clarifying the processes and provide tips on how to reduce talk time.

~ Identifying training gaps and needs for refresher and feeding it back to Ops Managers who in turn

coordinate with the Training Manager and facilitate it.