Veeranarayana S

• Presently working as a Service Delivery Ops Specialist (Assistant Operations Manager) for Global Procurement team.
• · Handling a team of 18-20 people for APAC, EMEA and NAMER region.
• · Reviewing individual performance and manage one on one connect sessions, address issues/concern in a documented fashion and involve higher management/HR if required.
• · Review Contract draft documents received from Business and work with Sourcing team until the Contracts are signed off.
• · Initiate the purchase requisition based on the business requirement defined on the contract and ensure the PO is issued within the timeline.
• · Analyzing contracts for effectiveness and Lifecycle of the contract and coordinate with the Business stakeholder’s to get the contract in-effect within timelines.
• · Maintain Track record of all procurement activities Purchase Requisition, Purchase Orders, Cost Negotiation, Contracts, and Approved Vendor Master.
• · Co-ordinate between suppliers and AP team for payments related issues. Responsible in coordinating with customers/clients, to achieve Customer Satisfaction.
• · Responsible for meeting client KPI/SLA and display results through Business Excellence as a part of visual management
• · Develop, manage and implement new process and procedure, creating/updating process documents and having it approved by client on a predefined timeframe

• Profile Summary: Accountable for management, performance and Motivation of team comprising of 14 members. Monitor & motivate through feedback to ensure high performance and be accountable for overall Team Performance (OTR). Empower & encourage positive attitude at workplace to promote meeting business targets and even above & beyond. Ensure team members receive appropriate reports, information regarding their performance and understand material. Empower & encourage a positive attitude at workplace to promote meeting business targets and even above & beyond

• Profile is to maintain regular communications with team on departmental and individual level performance expectations.
• Worked as Assistant Unit Manager (Talent and training) UK Credit card Recoveries department, from May 2011till October 2013.
• Profile Summary: - To manage the day–to-day planning, operation and problem-solving of a team of agents. To meet with the required service level components, standards and settlements target, to develop the team to ensure delivery of a consistently superior customer experience

Worked as Analyst Trainer Technical HP Desktop, Laptop and Touchsmart computers- US chat and email support, from Feb 2009 till April 2011.

• Profile Summary: - Responsible for training new hires on the technical expertise pertaining to the hardware functionality. Work in tandem with the business development and content team to design and develop new training modules and assessment.

Worked as Subject Matter Expert (CSR Sr) UK Credit card Customer Relations Department from Dec 2006 till Jan 2009.

• Analyze and process all business functions in supporting the Manager to maintain Quality, Quantity and efficiency of work performed. Process additional supervisory level authority for reversal of charges. Responsible for making decisions on training requirement for team members and adjusting targets to suit the needs of the business.

Worked as Customer Service Representative US & UK Credit card, Customer Relations Department from Dec 2004 to till Nov 2006.

• Focus on completing the daily login hour targets and maintain the log of sales completed for the day. Meet or Exceed CSAT targets as defined by the leads, focus on call quality and up selling target- Meet Internal/external call quality target