Soumya V Email and Phone Number

• To Lead the multichannel HR Services Global Operations through employee lifecycle for Amazon Employees and manage performance for all process supported from APAC and India region• Create High performance team, create and communicate inspiring vision for the teams and raise the bar• Drive process improvements, manage stake holder and manage transition and change.

AyurVAID Hospitals is a pioneering and biggest chain of new generation Ayurveda hospitals in India, dedicated to applying Ayurveda to solve modern health problems. It is India's 1st Ayurveda hospital to be accredited by NABH (National Accreditation Board for Hospitals & Healthcare Providers) and Quality Council of India. With 7 hospitals across India, AyurVAID has demonstrated strong clinical outputs over the past ten years of operations. Broad Responsibilities: • Patient Acquisition- Global and India Market: Lead generation through existing and new channels, Lead follow-up and closures, Consultations & Treatments, Up-Sell and design long term Health and wellbeing programs• Patient Experience & Retention Management: C-Sat, Reviews and churn management.• New Initiatives: Setting up the Web Sales Process, designing and running new programs in collaboration with the business development team and the branches.• Centralization and Management of the Claims process

Firstsource has been providing innovative, customer-centric Business Process Management service to the world's leading organizations - across various verticals like Telecommunications, Media, BSFI, and Healthcare. Serving over 100 global clients through multiple delivery centers and in various languages, FSL employs about 30,000+ global workforce in India, Philippines, Sri Lanka, the USA, Ireland and the UK.Broad Responsibilities : • Managing Operations for the center: Handled large scale Vodafone Inbound operations with a team size of over 1200+ employees.• Management of all Financial, SLA, KPI, Operation, People, Customer, Client, learning and Development and Compliance metrics. • Responsible for end to end operations of the center. • Management of all operations and support function operations at the center which includes recruitment, On-boarding, Employee engagement, Training, Quality, Operations, Admin, Security, IT and compliance. • SLA and performance management of the center.• Management of C-Sat, NPS and Getting Help scores for Chennai and Rest of Tamilnadu circles.• Driving additional metrics such as up selling and improvement projects such as Reduction of ICT, Repeat Reduction with a special focus on enhancing customer experience. • Management of Reward and Penalty • Client relationship Management.• Process improvement and continuous improvement through six sigma and Kaizen methodologies. • Learning and Development through structured learning and development programs

Magus Customer Dialog is a pioneer in the customer retention services. Magus has a pan India presence in 8 locations, providing Customer retention services since 1989. Broad Responsibilities:• Providing strategic and tactical leadership insights to build, grow and sustain the top and bottom-line performance for large contact center operations for Bangalore and Cochin region with a team size of 850 plus employees• Build and Manage Client relationships, provide business consultations to new and existing clients, propose solutions, pricing, negotiations & documentation, initiate new processes operations for new & existing clients in any of the operating models, Built Operate Transfer, fully outsourced, staffing solutions or operating from client premises.• Resource planning and execution included infrastructure, technology, logistics and people for core and support team. • Performance Management included Client & internal SLA, compliance, top-line and bottom-line, cash-flow, collection & optimization through tight governance mechanisms which included reports, trend analysis, improvement solutions, audits, compliance and reviews with internal teams and clients• Development programs included strengthening the input metrics through planned trainings, 1x1s, coaching & feedback, planned skill enhancement development training programs, succession planning, and development and engagement.