Damien Aranha Email & Phone Number

Toronto, Ontario, Canada

• Managed daily operations with 85 FTEs and 5 team leaders in a 24/7 contact center.• Maintained SLAs consistently above 85% as per the Statement of Work (SOW).• Improved service levels from 70% to 85% through effective capacity planning.• Boosted productivity by 20% by introducing new KPI monitoring systems.• Improved quality scores through one-on-one coaching, raising C-Sat scores from the low 70s to 90%.• Developed training plans to enhance quality and introduced… Show more • Managed daily operations with 85 FTEs and 5 team leaders in a 24/7 contact center.• Maintained SLAs consistently above 85% as per the Statement of Work (SOW).• Improved service levels from 70% to 85% through effective capacity planning.• Boosted productivity by 20% by introducing new KPI monitoring systems.• Improved quality scores through one-on-one coaching, raising C-Sat scores from the low 70s to 90%.• Developed training plans to enhance quality and introduced refreshers for bottom-quartile staff.• Created data-driven reports for the team and site, identifying improvement areas and implementing continuous improvement plans.• Coordinated with departments (Finance, IT, Dev, Training, and Quality) to discuss ongoing processes and improvement plans.• Created and maintained capacity planning for the site, aligning headcount with business needs.• Managed invoice approvals and conducted profit & loss analysis, demonstrating strong budget control and cost management.• Strengthened client and vendor relationships, leading to timely issue resolution.• Managed internal and external client escalations.• Led process optimization initiatives, achieving scalable growth and operational efficiency.• Implemented lean processes to reduce waste, improve operational efficiency, and reduce budget impact.• A strong believer in continuous improvement. • Led initiatives to enhance cybersecurity awareness within the team by organizing training sessions and sharing best practices, ensuring compliance with security protocols and reducing potential risks• Handle escalation/issues from internal and external clients with timely solutions. Show less

Waterloo, Ontario, Canada

• Co-led the successful launch of a 650-agent campaign, improving adherence by 95%.• Improved quality scores from 80% to 93% by implementing QA processes and corrective action plans.• Led operational efficiency initiatives using Lean principles, boosting overall productivity by 18%.• Delivered performance reviews for 200 FTEs and 10 supervisors, driving improvements in team efficiency.• Conducted 1:1 meetings with 10 team leads to discuss individual and team performance and… Show more • Co-led the successful launch of a 650-agent campaign, improving adherence by 95%.• Improved quality scores from 80% to 93% by implementing QA processes and corrective action plans.• Led operational efficiency initiatives using Lean principles, boosting overall productivity by 18%.• Delivered performance reviews for 200 FTEs and 10 supervisors, driving improvements in team efficiency.• Conducted 1:1 meetings with 10 team leads to discuss individual and team performance and provide ongoing development coaching.• Co-led the reporting team. Developed performance dashboards for management, enabling real-time KPI tracking, which led to enhanced decision-making and performance outcomes.• Enhanced customer satisfaction through feedback analysis, driving impactful strategic initiatives.• Assisted in designing onboarding programs and ongoing training initiatives to ensure continuous learning and development.• Acted as the first point of contact for IT-related issues on the floor.• Headed the IT deployment process, including inventory management, to support work-from-home employees and created requisitions for additional equipment as needed.• Forecasted volume trends, effectively allocated resources, and optimized shift schedules, increasing adherence by 95%.• Maintained strong client communication, delivered performance reports, and identified improvement opportunities. Analyzed client feedback and surveys to develop strategies that enhanced customer satisfaction and loyalty.• Measure and improve all performance metrics like TAT and Productivity. • Streamlined invoicing for the Americas, reducing manual effort and improving accuracy. Tracked billable hours, improved forecasting, and optimized revenue generation for short- and long-term financial goals.• Conducted many analyses and surveys to improve ongoing processes through continuous improvement. Show less

Doha

• Led operations for 150 FTEs, improving service delivery across healthcare (hospital), hospitality, food, and technology sectors.• Managed both onsite and offsite contact centers.• Provide Contact Center as a service (inbound customer service and sales) and handle multiple accounts. • Managed multiple accounts as an account manager, providing manpower outsourcing (MPO) services.• Improved quality scores by implementing cross-channel (calls, emails, and chat) standardization… Show more • Led operations for 150 FTEs, improving service delivery across healthcare (hospital), hospitality, food, and technology sectors.• Managed both onsite and offsite contact centers.• Provide Contact Center as a service (inbound customer service and sales) and handle multiple accounts. • Managed multiple accounts as an account manager, providing manpower outsourcing (MPO) services.• Improved quality scores by implementing cross-channel (calls, emails, and chat) standardization initiatives.• Spearheaded process improvement efforts, driving a 15% improvement in team performance.• Collaborated with WFM to optimize staffing, increasing efficiency during peak periods.• Strengthened client relationships, leading to contract renewals and long-term partnerships.• Monitored budgets and analyzed financial reports to ensure cost-effective operations while maximizing profitability. Show less

Mumbai Area, India

HUTCHISON 3G UK LIMITED process • Customer Service Team Leader Jul 2012- Dec 2012 Managing a team of 12 Full Time Employees & supervising the floor activities of 80 agents handling inbound customer service calls during the shift along with providing HR, administrative & logistical support

Mumbai Area, India

Web Chat, Admin, Operations, Training, Quality analyst, MIS and RTM• Operations Mar 2011 – Jul 2012Keeping a track of all Service Level & Organizational Level Agreements as well as analyzing the Net Promoter Scores and C-sat scoresMonitoring the daily productivity of staff and driving performance to ensure SLA’s are metMonitoring the web-chat traffic for the shift… Show more Web Chat, Admin, Operations, Training, Quality analyst, MIS and RTM• Operations Mar 2011 – Jul 2012Keeping a track of all Service Level & Organizational Level Agreements as well as analyzing the Net Promoter Scores and C-sat scoresMonitoring the daily productivity of staff and driving performance to ensure SLA’s are metMonitoring the web-chat traffic for the shift, updating the Performance Management System that was shared with the management team & clientsMotivating staff to exceed expectations set in the KPI’s every month & accordingly allocating incentives as per the company budget Keeping the attrition percentage at the minimum by taking steps to ensure retention of staff• HR - Conducting the operations round of interviews and probationary reviewAttending the Monthly Business Review meeting with the senior management team to discuss past performance & future improvements • Quality & Training - Handling complaint/escalation emails/calls on behalf of the managerMonitoring the chats for the quality of the new and existing staff and conducting refresher trainingEnsuring SOPs & policy & procedure guides are updated & strictly followed by the staff in all sub-departments (email & chat). Managing the budget of the staff and thereby allocating funds towards incentives, rewards & team outings• People management: Understand the team and assist them in overcoming any challenges. Make sure the set KPIs are met. Have a weekly and monthly review to discuss performance. Keep records for yearly appraisal. Show less

Mumbai Area, India

• Worked for the telecom processes such as ATnT (USA) and Primus Telecom (Canada)• Handling a team of 15 Full Time employees along with transitioning & implementing the division of Primus - Business Care. • Providing up to date process updates and daily statistics to the management team, assisted the WFM team with scheduling agents.• Handled customer service for corporate clients for the Business Care products• Passionate about learning MS office through research and assisted… Show more • Worked for the telecom processes such as ATnT (USA) and Primus Telecom (Canada)• Handling a team of 15 Full Time employees along with transitioning & implementing the division of Primus - Business Care. • Providing up to date process updates and daily statistics to the management team, assisted the WFM team with scheduling agents.• Handled customer service for corporate clients for the Business Care products• Passionate about learning MS office through research and assisted the MIS team in forecasting the call volumes and scheduling workforce accordingly. • People management: Understand the team and assist them to overcome any challenges. • Make sure the set KPI’s are met. • Have a weekly and monthly review to discuss performance. • Keep records for yearly appraisal. Show less

India

India

Bachelor Of Commerce (B.Com.), Accounts

H.S.C, Accounting

S.S.C, English