Customer Service Management

Raj Shergill

* ****** ******

Barrie, Ontario

L*N 9N1

Tel: 647-***-**** Email: acr9if@r.postjobfree.com

BUSINESS PROFILE

An accomplished Executive with strong business acumen, a proven track record for building and leading operations and sales revenues of over 100 million dollars, in billion dollar organizations. Dedicated and take pride in working hard in order to ensure goals are achieved and exceeded by committed deadlines. Expertise includes: Managing Operations of over 8600 full time employees for Fortune 500 companies; Client Relationship Management of top end clients like Apple, AT&T, HP, Sprint, United Airways, and Merck to name a few; Product Management; Sales Management; Project Management from locating real estate to recruitment for new centers and setting up all aspects of operations; Business Process Improvement; Employee Development; Partnership Development, Customer Service Management providing first in class customer service solutions; Strategic Planning and Implementation of processes; P&L Management; Communications Management between employees, clients, and Executive teams while building mutual respect. Effective negotiator and communicator with proven great people skills along with strong leadership, problem solving and decision making abilities resulting in my teams following with trust and loyalty to success in meeting SLA’s.

PROFESSIONAL ACCOMPLISHMENTS

Promoted many times in every organization I have worked with, after proving my skills, dedication, and commitment to take on any challenge. My reputation also resulted in ICT Group creating a specific position for me, to encourage me to join their executive team, working remotely, with travel across the Globe to multiple centers, to standardize best practices across the organization, and oversee operations over multiple sites.

Succeeded in reducing attrition average 3% across each Canadian facility.

Successful in overseeing international operations in multiple sites in various countries; Canada, US, Philippines, Hong Kong, Malaysia, Mexico, Bulgaria, Argentina, Bogota, and Nicaragua.

Entrusted to always handle operations and relationships for top level clients. Example: Accenture (AT&T), Apple, Sprint, Money Gram, Warner, Walmart, Merck, Rogers, United Airways, and United Health to name a few.

Part of executive team that successfully managed growth in Philippines from 3600 Full time employees to targeted 22,000 FTE’s over 3 year period. Rapid growth required accelerated management of employee development, locating real estate and managing projects for facilities infrastructure set-up working closely with contractors, implementing processes and managing client expectations for organic and inorganic growth.

Implemented strategies to decrease financial risk from fraud. Saved $60 thousand over a period of 6 months by taking actions quickly, and resulted in adding $300,000 in revenue through growth.

Assessed and standardized all processes across all functional departments across the Globe for a common vision and goal, starting from Recruitment tools and profiles, to Training process, Orientation process, Transition process to floor, Standardizing Managing/Coaching to KPI’s process in Operations globally for ICT Group. Implemented management level assessment and training program starting from development process for Supervisor level to upper management.

Negotiated contracts to ensure changes for more reasonable SLA’s, saving organization thousands in potential penalties.

Pioneered the VP level role in the Philippines for US clients within TeleTech by leading the Global account operations from the Philippines verses it being led by VP in North America. Improved overall KPI’s taking program vendor rankings for the 3 Philippine sites to top 5 out of 15, including the largest site in the Philippines, and had substantial improvements in the 4th Mexico site.

Built strong relationships with Government leaders for business advancements and support.

Tasked to take on overall day to day responsibility to strategize and implement changes for a troubled account. Focused on bringing customer satisfaction from 65% to beyond 72% target,

sustaining 74-79% at all 4 sites. Resulted in cancellation of reduction in volume plans by client, avoided $145K in penalties monthly. Due to success, resulted in accompanying CEO and Board Member to meet client’s CEO to present how we achieved success and earned large additional contract starting in 2010 for additional 25 million dollars.

Lowered attrition from 10.5% monthly to below 6% monthly for account with one site running below 3% month over month.

Responsible for the only site to achieve number one vendor ranking across all 5 programs inclusive of Australia\NZ telecom customer support, technical support, healthcare and travel programs.

Improved average handling time (AHT) from 21 minutes to 17.5 minutes, avoiding penalties not only for AHT but also impacted service level, as the lower AHT allowed staff to take more calls, in turn increasing revenue.

Helped others achieve their goals. Recognized in internal company magazine as a unique mentor.

Set-up and managed first Canadian Contact Center in Niagara for Arizona based company, CPG.

Discovered fraud, completed investigation, worked with police, resulting in preventing loss of $50,000.

AREAS OF EXPERTISE

OPERATIONS MANAGEMENT

Managed P&L with oversite of 10 centers in Canadian Region with revenues of over $110 million.

Oversaw country level functions for IT, Workforce Management, Admin, Facilities, and Executive Recruitment. These departments were high level management with ownership to improve overall processes and cohesiveness of teams. Was the only executive trusted to take on this extra responsibility in addition to my multiple site level core Operations Management role.

Manage corporate portfolios for Fortune 500 companies

Keep corporate executives abreast of their companies’ financials by preparing cash flows and quarterly statements and budget.

Prepare and present sales deck to promote outsourcing services to new and existing client executives.

Took on General Manager function in addition to my Contact Center Director position to manage CPG warehouse facility and plant operations, including procurement for security systems, facilities improvements through bidding process, and ensuring safety measures in place in facility. Proven track record of successfully stepping up to help organization by wearing many hats as needed, wherever needed.

Ensured Workforce Management was forecasting correctly and changed processes for efficiency and improved support process for Agents, resulting in reduced AHT and Agent confidence.

LEADERSHIP & COMMUNICATION

Work closely with clients, government leaders, and foster relationships with community schools and social responsibility projects.

Lead by example combined with hands on approach.

Inspire teams to strive for the organizational goals and vision, building trust and loyalty with a true open door policy sacrificing my own time to build strong team atmosphere.

Develop teams to think strategically so they feel like they helped create the solution for success and feel motivated to achieve goals. Thus resulting in achieving KPI’s, SLA’s, building morale and increased employee retention levels.

Communicate effectively with all parties, including keeping President informed not only of issues but more importantly presenting innovative ideas, solutions and progress. This has resulted in President knowing they can trust my judgement and have a unified vision.

Ensuring all functional departments are working toward achieving the common goal, by communicating a consistent direction, and how each plays a part to achieve the end goal.

Maintain ongoing communications with client’s Executive team to ensure there are no surprises

and maintaining a relationship of integrity by setting realistic expectations even if it is a difficult

conversation, not false expectations that will result only in short term client satisfaction and

questioning organizations’ or professional integrity in the end.

Evaluate and performance manage, with ultimate goal to coach and develop.

Manage change and motivate teams in a fast paced environment.

Proven ability to adapt management style to different cultures and environments to motivate team

Additional languages spoken Punjabi and Hindi.

FINANCIAL MANAGEMENT

Responsible for over 110 million dollar revenue accounts.

Created quarterly budgets for operations and costs involved in implementation of new projects.

Negotiated contracts and pricing model for clients.

Presented quarterly financials and forecasts to President of organization.

CONSULTATION

Provide consultation services to businesses in the areas of operational processes and strategic planning to achieve KPI’s.

Analyze data to determine course of action and recommend best ways to ensure successful execution across multiple locations.

EMPLOYMENT

Jan. 2015 – Present Consulting Services., Ontario

Business Consultant

June 2011 – Dec. 2013 Sitel Inc., Tennessee

Vice President Global Account Management

Aug. 2009 – June 2011 ICT Group/ Sykes, Pennsylvania

Senior Vice President of Global Operations

Feb. 2006 – June 2009 TeleTech Inc., Colorado

Vice President Philippine Operations

2003 – 2006 CPG, Scottsdale, Arizona

Director of Operations

Prior to 2003 Owner, Start-up Business, 2yrs

Assistant Manager, 7yrs

Store Administrator, Loss Prevention Manager, 4yrs

EDUCATION

2011 Mortgage License, Mississauga, Ontario

2004 Thunderbird University, Scottsdale, Arizona

Executive Education-Business Globalization

1992 to 1995 Sheridan College, Brampton, Ontario

Business Management

REFERENCES

Please see professional recommendations on LinkedIn Profile.

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