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• Creating budgets and ensuring engagements are well managed within an agreed budget• P&L Creation & Management • Tracking & reporting regular progress of engagement, Risk Analysis & Change Management• Solutioning and Implementing BOT (Build, Operate & Transfer) business plansBuild:▪ Registration & Regulatory Aspects of Commencement of Business▪ Real Estate (Shortlisting, Registration, Legal, Build-Out & Handover)▪ Business Operations Setup (Hiring, Employee Welfare, Statutory & Regulatory Compliance Setup, Payroll, Procurement, Employee Management Portals, Website Creation, I.T Setup, etc..)Operate:▪ Managing Day to Day operations, and ensuring customer revenue and operation targets are achieved▪ Ensuring all statutory and regulatory norms are followed▪ Stabilize and enhance Day to Day operationsTransfer:▪ Transfer of all assets and resources to customer▪ Provide strategies on organization growth▪ Handover/Partner managing, continuity of business growthPrimary contact for customers, ensuring:• Customers are satisfied with services provided • On-time delivery within agreed service metrics• Leading teams, to achieve delivery of products/services, within accepted time frames• Tracking & reporting progress of engagements to all stakeholders• Risk Analysis, Change Management & Information Security• Assisting in internal & external audits • Assisting in creating bespoke pricing strategies for customers

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, Testing, SIT (Systems Integration Testing), UAT (User Acceptance Testing), & PR (Production Release) is done in a timely manner, & assisting in tracking all change requests that arise during the course of the build• 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 levels to the customer • Validation of all hiring, to ensure it is closed within the given period, at the requested quality• Work with local governing bodies, to ensure delivery of required services is done inline to the local governing laws• Validating customer requirements to ensure services being delivered are compliant to the delivery location• Creating bespoke business solutions for RFP's, RFI's, & Proactive Proposals• Created and Implemented an RFP/RFI process flow • Tailoring all transition plans and relevant and required documentation for all RFP’s & RFI’s, ensuring they are inline to the customers business, their domain and their current requirement• Providing inputs and guidance to various business teams within the organization to ensure better efficiency in delivery and customer advocacy

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• 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.• Monitoring the P&L life cycle and ensuring that there is no leakage or additional costs that creep up during implementation or delivery.• Building optimized support implementation strategies for start-ups, and partnering with them to plan their evolution of support in the marketplace.• Creating strategies to evolve the customers organizational brand amongst end customers and employees by addressing the need of the hour • Monitoring industry trends, understanding evolving technology, analyzing existing infrastructure and services, and building solutions to match the growing need.• Tracking end to end cost of a project and continually optimizing the same.• Liasoning with various delivery units on optimization of existing practices and providing strategies to create/re-engineer practices that can increase ROI.• Working on automated mechanisms to make data readily available for analysis/documentation/auditing/etc.• Studying existing customer businesses to look at available opportunities to provide them with the array of support offerings that the organization tenders to

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.• Monitoring the P&L life cycle and ensuring that there is no leakage or additional costs that creep up during implementation or delivery.• Building optimized support implementation strategies for start-ups, and partnering with them to plan their evolution of support in the marketplace.• Creating strategies to evolve the customers organizational brand amongst end customers and employees by addressing the need of the hour • Monitoring industry trends, understanding evolving technology, analyzing existing infrastructure and services, and building solutions to match the growing need.• Tracking end to end cost of a project and continually optimizing the same.• Liasoning with various delivery units on optimization of existing practices and providing strategies to create/re-engineer practices that can increase ROI.• Working on automated mechanisms to make data readily available for analysis/documentation/auditing/etc.• Studying existing customer businesses to look at available opportunities to provide them with the array of support offerings that the organization tenders to

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 a year.• 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.• Analyzed customer dissatisfaction scores and provided the customer with an analysis on what can be changed in their product/service so as to ensure decreased customer dissatisfaction.• Created/Updated Knowledge Base articles with the top transaction drivers which in turn deflected 5% of the top transaction drivers from reaching support.• Created logical work flows in the Internal Knowledge Base using the top transaction drivers, decreasing AHT by 10-60 seconds.• Implemented a sustainable communication improvement plan for the bottom quartile and increased their end user communication scores by 10%.• Increased Hiring to Training throughput from 80% to 95% by analyzing last minute dropouts• Did competitor research about other key players in the industry who offer Mobile Apps to their end users, providing the customer with enhancements, if added to their product, would give better customer ratings.• Decreased customer complaints by 40% in 3 months of launch by fixing Mobile App related bugs and top transaction drivers.

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.• Restructured C-SAT form for better end user response rate.• Created an intelligent reporting system that would sync with the Customers CRM and auto generate reports as per the customer’s requirement(s).• Created & headed the first Social Media support team in the organization, which handled Social Media support from sites like Facebook, Twitter and Technical & Gaming Social Forums.• Ensured email productivity was increased from 60-80 transactions by creating required templates to handle the volume drivers. This in turn allowed the customer to provide more stringent SLA’s which increased end user satisfaction.• Decreased escalations to the Tier 2 team from 15% to 5% by creating a closed loop escalation process that tracked and dissolved all invalid escalations.• Implemented a project on AHT, which reduced AHT by 1:00 minute hence increasing agent availability to handle more calls, which in turn increased revenue.• Created a team to Bug Test, Fix, Report, & Implement and new features of the existing CRM tool.• Started the Proactive Chat team at the Philippines delivery center and ensured successful go-live of the same.• Started the GameHouse delivery team at the Utah delivery center and created sustainable operational efficiency strategies.• Transitioned the Chat team to the Utah delivery center, and ensured that within a month, all client agreed targets were outdone.

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.• Looking at ways and means of optimizing resources, by creating and implementing cross skilling plans.• Overall optimization of process health.• Selling new ideas to the customer of how their business and processes can be made better through implementation of different strategies.• Client Relationship Management.• Building processes for employee retention and satisfaction.• Streamlining existing processes so as to ensure better effectiveness and easy trackability of the same.• Handling the KE (Knowledge Engineering) team, and providing the client with important information in order to assess their Products, Knowledge Base, Customer Comments, etc.• Developing staff potential in order for them to move up the success ladder.• Handled multiple teams, and was in charge of ensuring that the teams achieved all their metrics.

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.• Looking at ways and means of optimizing resources, by creating and implementing cross skilling plans.• Overall optimization of process health.• Selling new ideas to the customer of how their business and processes can be made better through implementation of different strategies.• Client Relationship Management.• Building processes for employee retention and satisfaction.• Streamlining existing processes so as to ensure better effectiveness and easy trackability of the same.• Handling the KE (Knowledge Engineering) team, and providing the client with important information in order to assess their Products, Knowledge Base, Customer Comments, etc.• Developing staff potential in order for them to move up the success ladder.

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.• Worked with the customer on creating the first quality monitoring form for each Lines of Business.• Created training content for the customer at the start as there was no available content.• Co-ordinated all customer trainings and ensured the same was delivered, assessed and completed on time.• Built all the training modules for New Hire Training, and then modified the same inline with the customer’s requirements.• Was trained on Customer Contact Skills (CCS), delivered the same to the customers as an audience and was certified by them to train any new/upcoming trainers in order to deliver the same.

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.• Was consistent in ensuring that the Quality parameters were met on every call.• Did ensure that all project metrics was consistently met.• Was cross skilled for Customer Service and Retention.• Did slowly start learning Technical Support by myself, and if there were any Technical queries for the customer, started resolving them myself instead of transferring over to the Technical team.• Was handling Technical Queries from end users in regard to any issues they were facing with the products.• Was the only representative in the project at that point who was cross skilled in order to handle all lines of business.• Was consistent in ensuring that the Quality parameters were met on every call.• Did ensure that all project metrics was consistently met.

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.