Vikash Kelanka

• Led Krisp AI to become a customer service leader, setting industry standards and driving satisfaction. Identified challenges, proposed solutions, and optimized operations. Improved metrics, implemented staff development programs, and championed customer satisfaction initiatives. Contributed to departmental OKRs, led process improvements, and optimized chatbot systems. Fostered transparent communication, promoted company values, and coordinated support projects.

Led IT account management and vendor relations at Teleperformance, optimizing services and support. Served as primary escalation point for business requirements, ensuring swift resolution. Directed key vendor management, improved collaboration and service quality. Oversaw documentation creation, ensuring compliance and streamlined operations. Championed innovative IT solutions integration and represented English World on Global IT Service Delivery Committee. Actively participated in BRM meetings, fostering strong relationships. Led strategic infrastructural changes, enhancing system reliability and performance. Played a pivotal role in sales efforts, showcasing IT capabilities to clients. Forged strategic partnerships, driving superior customer experience. Revolutionized operational processes, boosting support transactions by 46%.

Managed IT Support at Teleperformance, leading a 90+ member team across India, the Philippines, and the US. Oversaw IT Operations and Work-at-Home Agent Support. Strategically improved processes, implemented best practices, and enhanced client engagement channels. Facilitated post-acquisition team integration and training. Led audits for information security compliance. Championed employee empowerment and ensured adherence to standards and regulatory guidelines. Spearheaded Access Control processes on On-Prem AD & M365.

Led cross-functional collaboration for project success, coordinating clients, internal teams, vendors, and stakeholders. Managed project timelines, facilitated departmental cooperation, and organized key milestones. Conducted launch meetings, provided status reports to executives, and proactively addressed project risks. Drafted project plans for business development and consulted with departments to exceed expectations. Reported progress to management, developed work plans, and executed maintenance protocols for system integrity.

Led and supervised Analyst and Senior Analyst teams, orchestrating operations and shift meetings. Developed training programs, spearheaded Major Incident Management process in India, and managed critical Help Desk tools. Ensured operational integrity, crafted clear communications, and identified strategic solutions. Efficiently allocated resources, managed escalations, and ensured compliance with policies. Designed data center monitoring procedures and fulfilled additional responsibilities as assigned.

Performed root cause analyses to enhance system reliability. Managed Issue/Request tickets for timely user support. Assisted in developing a Business Continuity Plan for the Helpdesk. Diagnosed and resolved network/system issues swiftly. Troubleshot program-related problems for improved functionality. Managed Noble & Genesys predictive dialer systems to optimize project success.

Identified customer needs and wants to enhance customer experiences and boost sales. Worked varied hours to meet seasonal and business needs. Managed customer relations through communication and helpful interactions. Communicated technical findings via lay terminology to keep interdepartmental teams informed on vital developments. Resolved issues with systems, hardware and telephones quickly and accurately.