Conred Rodrigues Email & Phone Number

Bangalore/ Mohali

Mumbai Area, India

Responsible for contact centre service delivery and vendor management of trainline's outsourced contact center operations in India across multiple suppliers and locations spanning 300+ FTEKEY DELIVERABLES:• On-boarded new vendors across locations, including Tier 2 cities that led to a cost saving of 15% on overall cost of service• Lead several transitions for new clients and processes across vendors, locations and LoBs (Voice, Email, Chat, Back Office)• Improved cost & redundancy, by upskilling/ cross-training staff across locations leading to 5-10% reduction in manpower requirements• Designed and implemented transaction monitoring methodology, making it need based and coaching centric• Led implementation of customer centric transaction quality form to mirror customer experience• Designed and implemented vendor audit systems for all transactions outside of normal quality audit processes• Played a key role in the re-design of customer contact strategy by pushing appropriate channel and automation, leading to a reduction in overall contacts by 40% and thereby cost• Led efforts to improve Net Promoter score by 10x, whilst reducing agent related errors/losses reduced by half• Re-designed new hire and continuous training to mirror evolving customer needs. Resulted in improving throughput by 3x and reducing learning curve by half

Gurgaon, India

Responsible for service delivery of 150FTE process for thetrainline.com across inbound telesales, customer service, email and back office. • Review contractual and internal SLAs & KPIs periodically • Steer team managers on areas of concern across all SLAs• Interact with internal stakeholders to facilitate/ address areas that required attention• Continuously interact/ manage frontline staff and address issues thereof that come up• Review and manage team wise performance• Lead/ participate in client reviews and or any other external client interactions as required• Lead QA projects on improving accuracy, reducing complaints and losses• Improved seat utilitisation by offering an expanded window of service and there by reduced costs

Gurgaon, India

Designed and delivered product/process related continuous learning content for Sprint PCS email & back office processes.