Arun Arjunan Email & Phone Number

Dubai, Ae

Dubai, United Arab Emirates

• Administering Call Center Operations for Gulf regions; leading 3 delivery centers (UAE, Georgia & Pakistan), supporting LG customers from 9 countries in 6 languages; providing customer support (Inbound Calls, Whatsapp, Email & Social Media)• Formulating customer centric business plans to improve customer delight & improve cost management, addressing customer escalations and acting as a bridge between LG Service Center & Customers• Working towards manpower planning & call forecasting for utilization of resources during peak & off-peak season; performing follow-up with service centers to reduce pending jobs by analyzing job status on open/ pending calls data• Achieving all contact center KPI’s and preparing detailed action plans to achieve the missed ones • Implementing effective measures to reduce TAT; developing new procedures & processes to streamline operations and enhance service efficiency for reporting projects; analysing & creating business requirements for reporting solutions assigned to the team in partnership with business users

Dubai, United Arab Emirates

▪ Responsible for all on-shore operational activities of Zesty Labs. ▪ Working as a bridge between the Offshore teams in India and Onshore team in Dubai for delivery of various ERP projects. ▪ Responsible for timely delivery of projects and managing the operations seamlessly along with high level of customer satisfaction. ▪ Working along with Sales team to generate enough prospective sales lead for revenue generation. ▪ Coordinating with Marketing team to understand the market opportunities for the existing & identified product lines. ▪ Continuously review project delivery milestone and payment milestone Calendar for ensuring revenue realization. ▪ Analyzing the current resources strength for building staffing plan and sharing the on-boarding requirement with key stakeholders.

Bangalore

Managed a team of 300+ executives supporting Voice & Non-Voice operations for one of the leading bank in India. ▪ Have generated 90 Million worth of business through cross selling & up-selling of various banking products on inbound service calls every month. ▪ Responsible for managing the operations seamlessly and timely SLA delivery along with maintaining high levels of employee and customer satisfaction. ▪ Lead, motivate, develop and appraise team members, coordinate their ongoing training and development in order that their individual and collective performance is of the required standard. ▪ Managed operations with less than 12% Shrinkage and less than 4.5% attrition and plan for back fills on a timely basis. ▪ Working closely with Bank in optimizing the service quality on call and converting operation from a cost center to revenue center. ▪ Solely responsible for managing billing deliverable of process, ensured 100% FTE billing from Aug’16 till date across all LOB’s.

Bengaluru Area, India

As Regional Head, Account management (South & West India Operations), Managed 800+ accounts in my region. ▪ Operating as the lead point of contact for all matters specific to RezNext customers, build and maintain strong, long-lasting customer relationships. ▪ Identify and grow opportunities within my region of operations and collaborate with sales teams to ensure growth attainment & increasing revenue by Upsell/cross-sell of RezNext products. ▪ Ensure timely and successful solution implementation/project delivery of our product & services according to customer needs and objectives as per the agreed timelines. ▪ Operating as implementation Project Manager for Chain accounts & Consult with a variety of RezNext and client resources to identify solutions for each implementation. ▪ Timely on-boarding of Chain/Group Accounts in various RezNext Service platforms & ensuring a smooth transition of implementation.

Bengaluru Area, India

▪ Managed end to end Operations/Project Management for Pan India BlackBerry Call Center support & Field support for two of the leading telecom service providers in India. ▪ Process Gap/Suggestion regarding process improvement project is sent to the client on regular basis. ▪ Focused on achieving quality policy and quality objectives to meet Client requirements on External & Internal Quality Scores, Repeat Reduction & CSAT Improvement. ▪ Providing support on Effective customer lifecycle management system(CLMS) by enabling powerful customer interaction strategies that help my clients maximize revenue and margin at every step along the consumer decision journey, from acquisition to up-sell/cross-sell to loyalty and retention to churn management. ▪ Managed Billing & Manpower planning for the process. ▪ Ensure achievement of Client specified parameters of Service Level Agreements ▪ Develop and Manage Standard Operating Procedures as per internal Operations and Client specified requirements ▪ Monthly & Quarterly Review meetings with Clients with PPT presentations.

B Com

Master Of Business Administration (M.B.A.), Marketing

Education record