Raju Radhakrishnan Email & Phone Number

Madurai, Tn, In

Chennai, Tamil Nadu, In

BGV

Dallas, Texas, Us

Specialized skill in running large scale production operations. Liaise with the team to set up robust framework & systems to ensure on time and seamless delivery. P&L accountability.Leading a large scaled team of employees ensuring efficient and seamless operations.Responsible for bringing in new initiatives and driving best practices across functions.Maintain cost effective and stable workforce to absorb volume volatility.Propose and execute innovations in process improvements and optimize Operations performance. Lead Customer requirements and operational engagements by developing strong business relationship and Operations excellence that helps to expand business foot print. Practiced to keep team priorities into a larger business context and made difficult trade-offs caused by new or changed business goals and/or resource reductions.Strong presentation skills and the ability to motivate and inspire large groups of people.Understanding that employee retention is the way forward, I’m a strong follower of Charismatic LEADERSHIP AND I always had a top line responsibility to build a solid employee retention throughout my career.

Newark, California, Us

Created strategic and tactical account plans that enhance revenue opportunities and deepen the customer relationship. Executed tactical plan outlines the revenue growth potential, pricing and profitability considerations, short- and long-term tactics, milestones, and accountability for action necessary to gain adoption of solutions within the customer organization. Developed a great coordination with internal and external stakeholders through proactive approach and met account deliverables.Adopt and maintain a unified solutions oriented approach by introducing and advocating services into a total solutions mix. Proactively researched & analysed the industry and market conditions to fully identify the Customer needs and demonstrate the Core Logic value proposition. Customers seen me as a business partner who aids in the growth, profitability or efficiency of their organization. Accountability: Being a single point of contact between Operations and Clients for all deliverables and deployments.I've delivered ethical performance by establishing clear governance in place. I've delivered defined Customer Experience through Quality Control and Quality Assurance.I've Played a key role in contract management, price negotiation and business development.I've demonstrated deep knowledge in establishing scorecards & drive to meet KPIs goals.

P&L1. Drive and control agent efficiency and occupancy to control optimal profits. 2. Control support ratios to optimize profits. 3. Proactive planning in controlling cost when revenue projections don't meet the revenue forecasted. 4. Drive strong focus on Net Throughput (NTP) that helps programs to be highly efficient on revenue per agent and performance. 5. Grab ad-hoc business opportunities by quick ramps collaborating through different clients, recruitment and other resource units. Performance improvement and optimizationa. Ensured clients Contractual obligations are met and exceeded. b. Measured and understood program performance capabilities prior to building performance improvement plan. c. Created action plans based on RCAs and upskilled Associates on Customer deliverables. d. Developed cluster management system to drive performance for strong & continuous performance outcomes. e. Created glide path targets consisting of action plan elements driven through periodic reviews. f. Designed several Agents and Support scorecards to optimize performance and avoid performance stagnation.g. Understanding “Metrics that Matter” (KPI) at all levels is critical for business outcomes which need to be addressed through regular calibrations and bridging the gaps time to time. Employee Retention 1. I've proactively driven quarterly employee opinion surveys and addressed Employees concern on a timely manner. 2. I've driven Talent development program and upskilled employees to deliver necessary skills that helped them to grow. 3. Successor planning is essential for business continuity and delivering best in class such methods created a solid value to my organization. 4. I've conducted regular Focus Group Discussions at all levels to address communication and expectation gaps that could possibly bring down performance & losing our People. 5. I've managed large span of control in India and Philippines.

1. Drive Operational Reviews through structure and rhythm. Drive Actions as a follow up to closure.2. Drive People programs in a given function or scope: Employee Pulse activities, Calibration exercise and other talent development programs /activities.3. Lead a team through high degree of motivation and capabilities. Inspire team to deliver the required levels of customer service.4. Drive changes in the organization through structure, communication and stakeholder engagement as needed from time to time.5. Responsible for driving operational metrics & business SLAs.6. Client management and customer satisfaction.7. Conducting employee performance reviews/appraisals at various levels.8. Hiring, training/developing.9. Employee retention and employee satisfaction10. Business continuity planning / work allocation & succession planning.11. Monitor and optimize performance management framework.

1. Monitor tracking of staffing levels & attrition and make recruitment recommendations. 2. Work closely with the WFM, MIS Team and CPCC to ensure capacity plans are correct and there is no adverse impact to operations.3. Lead, motivate and develop managers to foster a culture of teamwork and performance.4. Act as the primary point of contact for all Client complaints, Business enquiries and Operations reviews.5. Ensuring the delivery and tracking of contractual obligations eg. Critical metrics and compliance requirements. 6. Monitor and control budget expenditure in line with plan and escalate to Head on any significant financial impacts that may affect budget performance.

1. Improve the operational systems, processes and policies in support of organizations mission -- specifically, support better management reporting, information flow and management, business process and organizational planning.2. Manage and increase the effectiveness and efficiency of Support Services (HR, IT and Finance), through improvements to each function as well as coordination and communication between support and business functions.3. Play a significant role in long-term planning, including an initiative geared toward operational excellence.4. Oversee overall financial management, planning, systems and controls.5. Regular meetings with Sr. Management around fiscal planning and progress. 6. Supervise and coach office Group Leaders and Team Leaders on a weekly basis.7. Plan and execute employee retention activities time to time. 8. Succession planning.

1. Accountable for Team Leaders performance, Productivity, efficiency and Employee retention. 2. Conduct weekly/monthly reviews, identify areas of opportunities and drive actions3. Root cause analysis and drive actions. 4. Conduct focus group discussions with Employees and pass on the feedback to different resource units including team leaders.

1. Develop a strategy the team will use to reach its goal 2. Provide any training that team members need 3. Communicate clear instructions to team members 4. Listen to team members' feedback 5. Monitor team members' participation to ensure the training they providing is being put into use, and also to see if any additional training is needed 6. Manage the flow of day-to-day operations 7. Create reports to update the company on the team's progress 8. Decision making.9. Talent development.10. Employee engagement.

1. Drive technical collaboration with Clients and Agents2. Conduct Process and technical training3. Monitor and coach agents on processes4. Communicate the change5. Approve escalations6. Handle unresolved calls7. Build RCA on Call types and areas of improvement by listening to calls and reviewing customers verbatim.

1. Handled Level 2 escalation calls of irate customers and unresolved call types. 2. Developed triages and deployed training to Level 1 employees on the Top call types and identified resolutions.

1. Provided customer service on technical and non technical call types for hardware, Operating systems and Internet connection sharing.2. Provided support to new hires by walking them through the process and product. 3. Provided inputs to Team Leaders and SMEs on emerging issues and new call type queries that helped the team to quickly communicate with clients and to develop next action.