Quality Customer

Accomplished and motivated professional with **+ years of leadership experience in diverse industries. Skilled in streamlining operations and maintaining schedules to ensure maximum customer satisfaction and business revenue. Expert in working with globally distributed teams and resources to meet objectives.

Skills

Process Management

Quality Assurance

Resource Optimization

Delivery Management

Customer Service

SLA Management

Six Sigma / Lean Methodologies

Onshore / Offshore Projects

People Management

Client Management

Operations Management

Transition Management

Vendor Management

Training & Development

Work Experience

Director Service Delivery

Global University System (GUS) Education (India) LLP

Dec 2017 to Feb 2020

Managing P&L for the center.

Instrumental for setting new centers across UK, Europe and India.

Established and led Global Integrated Operations and Projects across APAC, EMEA, and the US regions.

Delivered real-time support for Customer Service center and virtual location around world.

Leading and developing teams across the global operations/projects team.

Proven track record of driving cross-functional projects.

Liaison between stakeholders / Vendors / teams to ensure project completion.

Managed service delivers for all channels of support including phone, chat, tickets and in-person support.

Lead and managed cross functional and multi-site / global teams.

Delivering successful transformations affecting large, complex, customer-facing systems, processes, and people.

Vendor Management across the channels.

Ensuring capacity and capability are continually planned. Encouraging, identifying, and developing the best practice strategy.

Validation of FTE ramp-up, technology requirements and establishment of a governance structure.

Knowledge transfer: Includes the construction of operating procedures, preparation of training documents, and training executives to execute the process offshore.

Managed a team size of 640 people across various functions.

Set the vision and direction for the center.

Responsible to improve customer experience, productivity and maintaining service levels agreement.

Arrange / Attend onsite / offsite events as required.

Function as escalation point for global centers.

Negotiating with stakeholders and vendor on various projects / Operational tasks.

Mentoring and Coaching leaders to accept additional responsibilities.

Setting up Service level for centers and working towards improving service level by setting industry benchmarks.

Monitoring customer satisfaction scores and drive improvements.

Always looking for opportunities to develop / enhance / streamline businesses.

Heads the transition of new work to the center.

Establish and implement departmental policies, goals, objectives, and procedures. Creating, managing, and analyzing performance data and other information to improve efficiency of the department.

Conduct appraisals, identify/plan resources, mentor resources, plan for career growth as per individual aspirations, improve performance level of the team members, training and more.

Attend onsite / offsite events as required, arrange offshore customer visits.

Providing leadership, mentoring, and directing project teams/leaders to ensure effective teamwork.

Assistant Vice President – Operations

E I DuPont Services Center India Limited

Nov 2009 to Dec 2017

Managing P&L for APAC, EMEA and NA regions.

Established and led Global Integrated Operations and Transition across APAC, EMEA, and the US regions.

Have effectively engaged, established connect and across multiple levels of hierarchy with Global clients.

Proficient in managing, nurturing and leading multifaceted global teams for running integrated global Transitions and Operations.

New deal Solution development, migrations/transitions, transformation, change management, integration across global clients.

Managing Operations for various businesses to accomplish goals by offering transactional and Analytics support to Clients and customer based out of US, Europe, and Asia Pacific regions.

Establish and implement departmental policies, goals, objectives, and procedures. Creating, managing and analyzing performance data and other information to improve efficiency of the department.

Ensuring capacity and capability are continually planned. Encouraging, identifying and developing the best practice strategy.

Ensuring compliance with all processes and project goals & objectives are met.

Build and lead a high-performing team through recruiting, developing, motivating and retaining high-quality professionals. Drive service delivery through individual and team performance.

Establish and maintain the highest quality and service standards through the adoption and operation of company Operational Excellence process methodologies for all operational processes.

Encourage, plan and executive process improvement initiatives and best practices.

Planning & Prioritization, Job scheduling & effort estimation for the department.

Maintain client relation across Senior management, facilitate client briefing with quality/ reporting metrics.

Identify new opportunities and present tactical solutions working across practice groups aligning with the client plans.

Conduct appraisals, identify/plan resources, mentor resources, plan for career growth as per individual aspirations, improve performance level of the team members, training etc.

Liaison with offshore counterparts related New and existing projects and provide an evaluation of allocated projects on an ongoing basis.

Attend onsite / offsite events as required, arrange offshore customer visits.

Providing leadership, mentoring and directing project teams/leaders to ensure effective teamwork.

Validation of FTE ramp-up, technology requirements and establishment of a governance structure.

Knowledge transfer: Includes the construction of operating procedures, preparation of training documents, and training executives to execute the process offshore.

Technology transfer: Identifies the optimal network architecture, procurement of bandwidth and systems, and installation, testing, and deployment of technical infrastructure.

Operating preparedness: Includes recruitment, induction, and site preparation.

Parallel Run - In this phase, offshore operations are initiated with active client support. Gradually, the responsibility is transferred to the offshore operations team while ensuring that inter-dependent processes are not affected. It involves several stages.

Manager Transactional Quality

Mahindra Satyam BPO Limited

Mar 2008 to Oct 2009

Engaged/aligned all clients on quality improvements projects which results in customer satisfaction and increased Net Promoter Score.

Designed Quality measurement system to meet customer needs.

Integrated clients connect via voice of customer project.

Spearheaded Operational Quality for all the processes in Satyam BPO.

Manage scope of Quality for new projects.

Outline process mapping for approvals.

Ensure weekly and monthly reviews are conducted and set appropriate action plans.

Plan and prepare Business Development plan and executing it effectively.

Analyze quality trend and set required action plans.

Identify Bottom Quartile or Focus Group for the month based on past performance on Quality Scores.

Conduct Deep dives (RCA) for low performance and share it with operations.

TNI on all quality metrics and prepare and implement action plans for the Identified Bottom Quartile performers.

Participate in Internal Calibration sessions.

Identify developmental opportunities for people to meet business and operational needs.

Identify, evaluate and report all potential and actual losses in a timely manner to line management.

Responsible for process improvement, developing and defining new ways for effective project management and for improving productivity.

To develop and deploy motivational/incentive schemes on the floor.

To review various reports and statistical data generated for the process and work out suitable action plans to effect continuous improvement.

Framing work direction & planning for associates after assessment of capabilities for work related to enhancement or introduction of new capability to improve the quality of process relating to MIS and Investment Banking Process.

Preparing & presenting various weekly/monthly MIS reports pertaining to process/productivity.

Setting up targets, SOP & SLA setting and maintaining CTQ (Critical to Quality) / CTP (Critical to Process) targets and involved in planning for the process.

Assisting in budget approval for vendors for projects.

Mapping business requirements and coordinating in developing and implementing processes in line with pre-set guidelines.

Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.

Conducting internal process audits & process reviews for ensuring strict adherence to the process parameters/systems as per defined guidelines.

Leading, mentoring & monitoring the performance of team members to ensure efficiency in process operations and meeting of individual & group targets.

Developing, motivating, and guiding the team & individuals toward attainment of business objectives.

Manager Operations

HSBC Electronic Data Process India Private Limited

Feb 2004 to Feb 2008

Handled six transitions (Migrations) from the United States and implemented successfully in India.

Effectively managing Collection operations from time to time.

Interacted with dialer workflow team in the US for the entire process, keeping in mind shift rotation, people fatigue and hygiene factors like the prior intimation of shifts, ensuring team members do not work more than 9 hours a day etc.

Improved the employee engagement index results by 20% for the process compared to historic results.

Worked with business partners to redefine Call and Quality Calibration sessions to add more value.

Ensure zero findings for the process during Internal Control, Audit and Compliance reviews.

Monitoring overall functioning of processes and ensuring compliance with the agreed SLA levels.

Analyzing & Resolving escalated cases reported to Senior Management, Identifying & Implementing the necessary Corrective & Preventive Actions.

Defining quality standards and metrics for operational areas.

Improve Customer Experience and collection efficiencies from an occupancy perspective.

Working closely with Recruitment department for recruiting agents for the department and other processes.

Responsible for appraisals for the department on a half-yearly / yearly basis.

Coach (Team Leader)

America Online Member Services Private Limited

Sep 2002 to Sep 2003

Taking care of team size of 12 specialists.

Ensure Continuous performance of the team and each individual Drive for more sales.

Make every call a Sales opportunity.

Work on each Consultants Wants Interests and Needs (Win's).

Reinforce right behaviors by helping agents see the right link between doing the right things and achieving the set targets.

Find out the Coaching opportunities.

Communicate effectively (feedback).

Maintaining Average Handling Timing (AHT).

Member Satisfaction.

Ensure Productivity of the team.

Managing Appraisals for team members.

Administrative Assistant

SQL Star International Private Limited

Oct 1998 to Jul 2000

Taking care of Purchases against Budgets.

Training Team member in the Group.

Played key role in setting up 4 branches in the country Business Alliances.

Creating Corporate Marketing plans.

Targets Vs Actual (Time Bound).

Preparation of Financial and MIS Reports.

Liaison with the Government and Vendors.

Handling all the correspondence related to the office.

Conducted workshops on Teamwork within the group and Branch level.

Leave Management.

Assisting in Recruitment.

Education

Executive Master of Business Administration from Indian School of Business Management and Administration – 2013 to 2015.

Diploma in Computer Applications (Ms Office Tools).

Certifications

Scrum Master

Six Sigma Green Belt

Accomplishments

Globally Highest Engagement score for 2014 and 2015 (Employee Satisfaction Survey).

Excellence Award for Best Leader – 2013.

Highest Customer Delight Award – 2012.

Zero Attrition Award – 2005, 2006, 2009, 2011 and 2012.

Certification for highest Sales Percentage achieved – 2002 – 2003.

Certified Quality Coach (AOL Member Connect Certification) – 2002.

Email id - adiqpx@r.postjobfree.com

Mobile # +1-425-***-****

15458 NE 9th PL Unit H 206 Bellevue WA 98007

Praveen Batchu

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