Siddharth Suri Email and Phone Number

Responsible for multiple LOB's - Banking, customer service, Telecom,with over 2500 staff

Responsible for leading Technical Services Operations for Adobe Tier 1 & Tier 2 teams for digital products of Adobe.Service DeliveryVendor ManagementHiring & Ramp UpLiasion with Product teamsSkill Assessment Program

In a Service Delivery role managing British Telecom account with a team of 430 people,6 Managers & 30 Team LeadersClient ServicingPerfromance ManagementEnablement plansContinual ImprovementP & LRecruitmentEmployee Morale & Retention

Part of UHG at an exciting time of company's evolution and growth. Scale up headcount & ramp up from 40 to 400 agents in six monthsRamp up & HiringMonitoring overall functioning of processes ensuring compliance to the agreed SLA levels.Assessing customer feedback, evaluating the improvement areas & providing critical inputs. Handling process transitions & identifying need based training with Training & Development.Actively involved in stabilizing all phases of process… Show more Part of UHG at an exciting time of company's evolution and growth. Scale up headcount & ramp up from 40 to 400 agents in six monthsRamp up & HiringMonitoring overall functioning of processes ensuring compliance to the agreed SLA levels.Assessing customer feedback, evaluating the improvement areas & providing critical inputs. Handling process transitions & identifying need based training with Training & Development.Actively involved in stabilizing all phases of process migrations.Developed Performance management structurecompensation modelForecasting & Planning Show less

Managed Customer Service Desk of British Telecom-UK with 180 agents and 3 manager.Client ServicingDeveloped SOPsRamp up and hiringRe-designed perfromance management structureMember of ISO9000 & BS 7799 teamP & LAttained customer satisfaction and FCR (first call resolution) customer targets in the first 7 months of process go – live, while maintaining service levels and team morale

Managed 2 technical helpdesk & 1 customer service programRamped from 11 member team to 89Designed all operational dashboards & performance scorecardComplied to BS 7799 & ISO 9000‐2001 requirements Certified by KPMG auditors for following & implementing ISO framework

Managed Team of 42 Agents with 3 Team LeadersBusiness Transition: Transition processes from US/UK Service Delivery: Meeting Client Service LevelsQuality : Drive business objectives meeting Quality levelsBuilding plans for Revenue Maximisation Reporting periodic dashboards to the customer for Current Status of Projects, Schedule and Quality.Compiling the monthly billing report.

Part of OJT teamTrained in US for one of the pilots Conducted process training for the new hires. Prepared a training manual and training presentation for the process.Created Standard Operating Procedures and implemented various process improvement ideas.Worked with Enablement team to publish training plans and contentUpdating Information and processing the A/cs pertaining to clients on various systems with the expected level of accuracy and productivity.Mentoring the… Show more Part of OJT teamTrained in US for one of the pilots Conducted process training for the new hires. Prepared a training manual and training presentation for the process.Created Standard Operating Procedures and implemented various process improvement ideas.Worked with Enablement team to publish training plans and contentUpdating Information and processing the A/cs pertaining to clients on various systems with the expected level of accuracy and productivity.Mentoring the new associates working under learning curve. Show less

Implementing Marketing Strategies .Handling the running enquiriesDealer ManagementWas responsible for daily/weekly and monthly targets for revenue.