Abinesh C Email and Phone Number

We are Britain’s biggest Asian publishing house. Established over 50 years ago, we publish some of the country’s most iconic and trusted Asian media brands and host some of the country’s leading Asian events.Our market-leading publications include Garavi Gujarat, Eastern Eye, Asian Trader, Pharmacy Business and Asian Hospitality. Operating in the UK, US and India, our reach extends across the globe. Our websites, digital assets and business and consumer publications reach over 3 million readers each month.We host a range of events throughout the year, from black-tie award dinners to seminars, conferences and roundtable discussions. Some of our leading events include the GG2 Leadership Awards, Asian Business Awards, Arts, Culture & Theatre Awards (ACTAs), Pharmacy Business Awards and Asian Trader Awards.Today, we are a diversified media business with leading digital and web portals and operate a state-of-the-art CRM and data management centre in India.

Establishing and managing the Global Contact center within HTIC Global, and supporting the sales and customer service part of Travel, Insurance and Consultancy services.

• Liaising with superior (General Manager and CEO) for operations planning and setting strategic goals• Consolidating and managing growth planner of an offshore business center• Managing overall global business operations entailing 210 customers – presence in the Americas, Europe, Asia & Middle East• Strategizing day-to-day business functions for operational excellence • Developing & executing effective plans, including P&L structures designed to assure achievement of profit objectives• Reviewing financial information and planning budgets ensuring optimum utilization of materials and maximum cost savings • Evaluating the efficiency of business procedures according to organizational objectives and applying improvements• Analyzing operations efficiency (SOA’s, KPI, Procurement, Profitability)and implementing improvement plans• Overseeing customer support processes and organizing the same to enhance customer satisfaction• Building relationships/agreements with external partners/vendors• Examining overall performance by gathering, analyzing and interpreting data and metrics• Ensuring that the company runs with legality and conformity to established regulations

• Driving operational excellence set as a standard by the clients and adhering to the standard operating procedures• Setting out in-house quality standards for various operational areas, ensuring a high-quality customer experience while adhering to the SLAs for their services• Leading daily service delivery, continuous development and improvement of provider services in accordance with targets / objectives included in council and service plans• Formulating operating budgets and managing overall operations for executing projects within cost & time norms• Monitoring utilization of existing resources and manpower; planning targets, monitoring numbers and achievement of overall targets on a daily, weekly & monthly basis• Directing sales, product, sourcing and marketing initiatives to ensure key business targets like top line growth, centre profit, business city share, conversation rates, NPS, margins are achieved• Implementing conversion rate targets, partnerships, NPS for both associates & company• Conceptualizing & implementing sales promotional activities for successful launch of products• Preparing MIS reports & other statements with a view to apprise management of process operations and assisting in critical decision-making process• Rating shopping reports for the best available rates and inventory available to finalize future contracts• Imparting training on rate loading, inventory, negotiations, sales pitch & so on• Designing and streamlining processes to ensure smooth functioning of the business operations; creating and sustaining a dynamic environment that fosters development opportunities and motivates high performance amongst team members

• Direct reporting to Executive Vice President Global Business Center• Successfully handled 25 stakeholders and managed 221 associates supporting the globe• Pitched for a Third Party Process being in captive and ensured 60%+ profitability• Front-led the initiative of Campus to Corporate Program (VBridge) to fetch Life Science candidates and successfully hired 108 Life Science/ Non-Life Science candidates and completed the Green Belt Certification• Participated & supported in Global center decision making from policies, hiring, training, and operations• Bagged VWR Presidents Club Award in 2016• Successfully achieved the site driven target with high promoter score: NPS (Net Promoter Score)• Exhibited leadership in 6S implementation; ensured implementation of ISO Standards & BCP plans within the organization• Facilitated Work on Center-wide Seat Utilization and ensured a 1:1.8 ratio• Implemented retention programs (9 Blocker, Maturity matrix and RAG – Red, Amber and Green Analysis) to ensure the stability of talent

• Managed the operation of P&L management with both top & bottom line elements as well as planned and delivered strategies to improve sales operations to enhance the revenue of the organization• Successfully managed and spearheaded the operations of 304 regular agents with a back end team of 8 agents and 11 Team Leaders, in addition, to also ensure the service delivery excellenceo Successfully increased site sales conversion from 21% to 30%, thereby ensured the revenue enhancement opportunities for the organization in addition to implemented COPC standards within Spirit processo Successful transition from connect minutes to pay by performance which resulted in increasing the revenueo Lead a project to reduce callbacks (First call resolution)o Designed and implemented a new staff incentive scheme

• Complete In-charge for driving the working operations of 151 professional agents with a back end team of 8 agents & 7 Team Managers to deliver the highest Revenue and Quality excellence• Assisted and provided recommendation in implementing and coordinating major Human Resources processes like Annual appraisal & promotions for agents and Team Managers• Stayed abreast with market trend/awareness to get a fair idea of the latest market events & the competitor moves ahead to achieve higher market share• Ensured compliance with all laid down processes & procedures by all team members and adherence to the established quality standards to contribute to the quality initiatives towards project deliverables• Monitored and responded to all incidents, changes, problems and other customer service requests ensuring that the technical delivery of all services meets quality, scope and service level requirements• Controlled the attrition rate and ensured the employee retention in the organization to minimize the operations for continuous hiring and training program