Natarajan M Email & Phone Number

Bengaluru, Karnataka, India

Bengaluru, Karnataka, India

Bangalore

Bangalore

Delivery Lead, UC Design and Delivery

Awards & Recognition- Received appreciation from Project Sponsors, Program Director, Genesys PS for my key contribution for Singapore Airlines project success - 2015- Received recognition from CIO, Tata sky for successful delivery of Tata Sky project - 2014- Received appreciation from Head - Solutions & Delivery for implementing Bharti HCC solution & on-boarding new customers - 2012Key Contributions- Was instrumental to help organization grow strength to strength from 10 employees to 150+ employees in a 5-year period, took various initiatives to build team- Lead from the front to create value for our customers at every stage, Tata Sky, Singapore Airlines, Bharti HCC, State Bank of Mauritius success are a few to name- Key contributor for organizational strategic plans and execution- Setup mobility practise & delivered mobility practice as an extension for customer experience solution- Innovated at every stage to win deals, cross-sell, upsell by bringing out unstated requirements / pain points- Played a key role in partner relationship (Genesys, TCS, HP, Bharti, NCR) by engaging during pre-sales, RFI/RFP cycle to create a WIN-WIN-WIN relationship- Analysed & orchestrated adjunct suite of solutions to meet market demands & fill product gaps to differentiate us from competition- Saved clients from bad customer experienceSingapore Airlines (9 Months): Insourced Technology - Outsourced Business Partners - 800+ seats - 2 Data Centers - Inbound, Outbound, IVR, Chat, Email, Web Engagement, Mobile Engagement, Proactive Outbound (Email, SMS, Voice), all powered by Genesys Rules system. Worked as lead architectTata Sky (2 Years): Insourced Technology - Outsourced Business Partners - 3000+ seats - 2 Data Centers - Inbound, Outbound, IVR, Chat, Email, GplusWorked as a Project manager & implementation consultant understanding various business needs to propose a solution which helped increase automation and operational efficiency.

Bangalore

HP (1 Year) – State Bank of Mauritius: Played a vital role in orchestrating CCT solution with core banking, Biz Talk, Card systems, MS CRM (2011), Internet Banking for Voice, Email and Chat interactionsHCC Bharti Airtel (1 Year): Played a leading role in planning, design, implementation of Hosted Contact Center solution for Airtel in a multi-vendor environment (migrating from Cisco). Was Responsible for the overall project covering responsibilities such as Pre-sales, architecting solution, Client on-boarding & support. Was instrumental in delivering features beyond the Genesys offerings in order to ensure client satisfaction at all times. Warba Bank (6 months): Played Consulting role for IVR self service module for bank in Kuwait. Helped the team design, develop & implement the solution integrating with Core banking systems, Card Systems. Did end-2-end project management and Designed a MW which can facilitate easy integration with CBS & card systems allowing faster deployment & reducing change costs.Bharti Airtel (1 Year): Lead on site, consultant for solution design & deployment of GVP solution for Auto dialler (11k ports) & agent assisted outbound (2000+ seats). Implemented the system which involved 80+ IVRs dialling 15m calls a day with various automations & framework for IVR & reporting to accommodate easy and faster deployments

Responsible for software delivery for India, North America, Manila operations. Developed various adjunct suite of solution integrating with Aspect, Cisco, Avaya, Genesys & enterprise application for contact center needs. Played a key role in on-boarding various OEM solutions (Aspect, Cisco, Genesys)Awards & Recognition- Nominated for Youth Professional award in Aditya Birla Group (representing Aditya Birla Minacs) for exemplary performance – 2009- Won Star Achiever award for three consecutive years at Aditya Birla Minacs

Bachelor Of Engineering (B.E.), Electronics And Intrumentation, Distinction

University Third, By Rank

Higher Secondary, Distinction

89%