Mithran Amarendran Email & Phone Number

Chennai, Tamil Nadu, India

Chennai, Tamil Nadu, India

Chennai Area, India

• End to end consulting services
• Strategy, guidance & implementation for setting up & operating businesses
• Assisting customers in creating Realistic Organizational Goals and Organizational Success Roadmaps
• Creating sustainable & efficient go to market business strategies, and ensuring the business is structured to service the current & future market
• Creating, Reviewing & Finalizing contracts for customers, as well as partners/vendors
• Liasoning with partners/vendors, to provide customer requirements/needs, within given budgets

Chennai Area, India

• Leading end to end transitions for various business lines, such as voice, back-office operations, Robotic Process Automation, email & chat across domains such as BFSI, Telecom, Hospitality, Technical Support, etc.
• Liaisoning with Infrastructure Delivery teams to analyze existing processes, transform it, and create solutions.
• Assisting in creation of BRDs and FRDs, Analyzing and tracking budgets, Tracking and Reporting progress through the Software Development Life Cycle, Co-ordinating with required stakeholders for ensuring, Development.
• Creating BRDs to capture end to end customer requirements, before project commencement, and documenting any scope creep against the original requirements
• Assisting Operations in deriving & validating required FTEs, creating and reviewing SOWs, validating service level agreements along with the client, reviewing weekly operational progress, reporting contractual service.
• Validation of all hiring, to ensure it is closed within the given period, at the requested quality

Chennai Area, India

• Leading the transition team, ensuring
• new businesses, ramp up’s and ramp downs are transitioned seamlessly
• all transitions are 100% on-time, efficient and consultative
• efficient & sustainable transition solutions are created for business proposals from prospective customers.
• Evaluating cost levers within various functional units to validate whether the same can be optimized to provide cost effective solutions to customers.
• Transitioning & Managing delivery of new & existing accounts, ensuring services provided are to contractual & organizational standards

Chennai Area, India

• End to end seamless transitioning of new business, ramp up’s and ramp downs.
• Evaluating cost levers within various functional units to validate whether the same can be optimized to provide cost effective solutions to customers.
• Transitioning & Managing delivery of new & existing accounts, ensuring services provided are to contractual & organizational standards
• Created strategic & sustainable improvement plans for contractual metrics, providing customers with the required confidence to expand their business
• Risk assessment for internal & external customers for services/solutions requested
• Managing the customer’s portfolio during the first 60 days post transition.

Chennai Area, India

• Increased revenue by controlling New Hire attrition from 12% - 5%.
• Managed the 120-day staffing outlook and optimized using historical data with additional customer projections
• Increased Email C-SAT scores by 10% by doing a deep dive analysis on existing and historical performance and re-engineering the workflow to provide an increased output of 73%-83%.
• Sold to the customer the existing sustainable performance model used in Email, which in turn won us a deal for an additional medium of support which in turn provided the organization with increased revenue of $ 486,000.
• Increased chat scores from 82%-90% in two months of go-live, and showed consistency through the year which in turn brought an added revenue of close to $40,000 per month.
• Decreased customer contact rate from 1.4 to 1.2 by analyzing cases where customers contact us multiple times for the same issue and building solutions for such issues.

Chennai Area, India

• Led the team that provided services to one of the largest media providers (Games, Music, Software) across the globe
• Led the Email, Chat, Social Media, Knowledge Engineering, Tier 2 tech support, Tier 1 Retention, and Game Forums.
• Managed the New Hire and Ongoing Skill Enhancement Training Team.
• Analyzed the existing C-SAT (Customer Satisfaction) form to:
• Understand why end users aren’t filling out all the questions on the form.
• Understand if there is a specific trend followed by the end users when filling out the form.

Chennai Area, India

• Handling the TD (Talent Development) team for the project.
• Overlooking the projects process health.
• Overlooking the complete projects knowledge development.
• Working with the existing CRM tools for reporting and looking for ways to make reporting easier and more relevant.
• Building and implementing new processes, so as to ensure better Utilization.
• Working on fixing any low lying areas in the project.

Chennai Area, India

• Handling the TD (Talent Development) team for the project.
• Overlooking the projects process health.
• Overlooking the complete projects knowledge development.
• Working with the existing CRM tools for reporting and looking for ways to make reporting easier and more relevant.
• Building and implementing new processes, so as to ensure better Utilization.
• Working on fixing any low lying areas in the project.

Chennai Area, India

• Handling a team of Retention representatives and ensuring they meet their targets.
• Trained the pilot batch of Retention representatives and created the curriculum for the same.
• Created new probing techniques for the Retention team.
• Handled the metrics of the team, and ensured that they achieved their retention percentage.
• Created the first project Training Team, which consisted of representatives from the project.
• Created New Hire Training curriculum, with specific timelines to cover each Line of Business.

Chennai Area, India

• Was handling any customer service queries that the end user had in regards to their account or any information they had requested in regards to the product.
• Assisted the email team in clearing out their huge backlogs by handled at least 200 to 300 tickets per day.
• During season time, assisted the Technical team, in handling overflow of their calls.
• Always ensured that quality was maintained along with the quantity of work that was done.
• Was handling Cancellation Queries from the end user, and according to the situation had to retain the customers from cancelling their services.
• Was consistent with meeting the Retention targets that were specified.

Chennai Area, India

• Handled Customer Support and Retention, Voice escalations where end users were requesting to be escalated or when it was beyond support boundaries of a Tier 1 representative.
• Was in charge of giving feedback to representatives in regards to invalid escalations.
• Was handling New Hire training batches and ensuring that they were trained to achieve the project metrics.
• Along with escalations, was also handling Tier-1 calls, in order to assist in times of additional volumes or high absenteeism days.