Yathish M

Experienced Operations leader with over 11+ years of experience in Customer solutions. Excellent reputation for resolving problems and improving customer satisfaction

Exceptional Operations Team Leader understands how to coach, motivate plan track and monitor achievement of operational goals

Dedicated compliance professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand

• Rewarded with KTA for handling additional functional responsibilities - Employee retention
• Recognized and rewarded outstanding work performance to cultivate a positive and collaborative customer service culture
• Proposed multiple proactive clean-up projects which were reviewed and approved by the clients which resulted in an clean up activity for the historical records to keep the customers data clean and helped increase agent productivity
• Was the stand-alone select for UAT (user acceptance testing) for Application life cycle management and SAP CRM upgrades
• Handle the hiring process of the program considering the requirement of the business and appropriate skills
• Used Microsoft Excel to develop inventory tracking spreadsheets

• Leadership: Experienced in handling multiple teams through leading as an example and motivating / helping team members to grow, which is evident through multiple promotions achieved by my team to higher roles and minimal attrition
• Performance Management: Managed client's metrics with careful planning and deep analysis. Proficient in streamlining a process through liaison with the clients to set a steady flow of work. Also, streamlined a complex process in a span of 1 year with “End to End” resolution to the issues at hand. This was accomplished through setting up SOPs completely from scratch, as no SOPs existed from the client during the transition period
• People Management: Capable of building team with people from diversified cultural and professional backgrounds for a sustainable team environment which is quite evident in the low attrition of my 7 years, achieved 100% rating in the Employee Opinion Survey and multiple vertical movements of my reporters
• Adapting to change: Open to change, capable of implementing new changes w.r.t. the process as well as at organizational policies to myself and the team with minimum blow backs. Learnt 3 processes and mastered in period of 5 years at Convergys