Ganesh Devaraj Email & Phone Number

Chennai, Tn, In

Chennai, Tamil Nadu, India

1) Area of Expertise1. Developing and Implementing Client Service Strategies2. Relationship and Stakeholder Management.3. Operations and Delivery Management.4. P&L Management.5. Audit and Compliance.6. Customer Experience Improvement.7. Recruitment and Training.8. Process Transitioning.9. Recruitment and Training2) Achievements1. Achieved significant cost savings through various initiatives, including reducing churn, improving productivity, optimizing transport and seat costs.2.Maintained a consistent 100% Customer Satisfaction (CSAT) score for five consecutive years, Collaborating with various stakeholders of Telco in Australia and UK3. Successfully led a team of approximately 300 Full-Time Equivalents (FTEs) across Five locations: Chennai,Hyderabad,Kolkata,Gurgaon and Bangalore.5. Continuously set the benchmark for employee retention, consistently achieving less than 5% attrition every year.6. Was nominated to lead the onsite migration of Voice Contact Centre from India to Australia.7. Played a pivotal role in hosting critical prospective client visits, showcasing the success story of my department.8. Secured new business opportunities, resulting in the addition of over 100 FTEs.Managed various roles as below over and above being an Senior Operations Manager1. Senior Operations Manager - Managed over 300 FTEs and scaled up 3 projects for a Major Australian Telco and Couple of Projects for leading UK Telco2. Client Services - Explained solutions to new leads/customers using existing products & services on how it would help them resolve their present problems 3. Knowledge Transfer Lead - Setup Outbound Process in Australia which was migrated from India4. Audit & Compliance SPOC (all sites)5. Recruiter - Management Round/Final Round

Chennai, Tamil Nadu, India

Managed a team size of 30 HC to cater technical Support of North American Desktop users of DELL. Helped consolidating three Line of Business to a unified consumer technical Support. ACHIEVEMENT & DELIVERABLES1) Implemented Standard Resolution Methodology through customized Format in Decision Tree powered by GSI for Complex Issues to Simple Solutions which improved the overall resolution by 10% 2) Was instrumental in restructuring the Outbound mechanism and Introduced innovative means of standardizing the OB process in Reducing the OB Triggers.3) Design and execution of the Share Point Portal for the OB team which reduced the dependencyand the Client reporting/data by 15%