Senior Operations & Service Delivery Manager with 18+ years of experience in the BPO & B2B industry. Self motivated, reliable, ambitious, flexible and always loves a challenge. Offering a unique combination of creativity and analytical skill with the ability to assess both vantage points to create solutions for internal and external customers.I've worn many hats in my career - operations, knowledge management, data analytics, quality assurance, transition, service delivery, incident management, continuous service improvement, recruitment as well as staff development. As a result I have an ability to navigate complex challenges and ensuring the best results are driven for the organization.Some achievements that I am proud of :-• Transitioned in a total of 10 accounts (418 FTEs) with 9 of them meeting contractual SLAs within 3 months.• Two accounts managed were part of the clients that assisted CSC in receiving an award for leading the industry for 2011 & 2012 in the Gartner Magic Quadrant for Communications Outsourcing and Professional Services category.• Set up a Service Monitoring Team for the KL Service Desk in CSC comprising of 4 major accounts with 196 staff. This is to help manage their SLAs.• Organized ESM Annual Dinner (2008) in CSC for 400 staff. Also organized (plan, set up & run) Customer Service Week for CSC & ServiceRocket across multiple years.• Workplace seating optimization across 2 centers (2 floors each) covering 24 by 7 schedules (2013 & 2014).• Implemented leverage environment across the center (50%) to reduce cost & improve productivity of staff.• Drove down ticket aging & dormancy targets on pending support tickets across various accounts.• Increased CSATs from 90% to 95% & First Call Resolution (raw) from 50% to 65% across various accounts.• Conducted leadership/mentoring workshops in CSC for Team Leads & Operation Managers to ensure consistency in deliverables, share best practices & promote team spirit.• Drove right-shoring exercises in CSC & Getronics to maximize potential, increase productivity & reduce cost.• Developed team structure for Service Desk to streamline task handling & accountability. This includes setting goals & career progression plans to achieve organization objectives.• Initiated & conducted weekly group interviews for junior positions that helped reduce time to hire significantly.• Implemented governance structure to manage all clients within region which improved stakeholder management.• Initiated & drove margin improvement initiative across region - 6.35% improvement for FY21.
Listed skills include Outsourcing, Service Desk, Itil, It Service Management, and 43 others.
