Thomas Robert George Email & Phone Number

Chennai, Tn, In

Chennai, Tamil Nadu, India

Chennai, Tamil Nadu, India

Problem Management:• Manage a reactive and proactive, end-to-end, Problem Management Process for Business.• Identify the underlying contributing causes of the problem and the best course of action forremediation.• Coordinate with Product, Technology/all stakeholders to identify underlying causes of issues, preventrecurrences, and drive resolution adoption.• Develop & Track project plans to be shared with Sr. Leadership and Business Heads• Good business acumen with the ability to synthesize creative solutions.Telephony:• Partner with Customer Service and Technology department to resolve issues and support IVRimplementations.• Perform strategic operation analysis to identify components of a problem and recommend solutions.Achievements:• Introduced 11 unique projects to improve Customer Experience and optimize internal workflows.• Redesigned and implemented automation process for customers, resulting in a huge case reduction of20K cases per year.• Introduced a new Process Improvement initiative resulting in a 50% case reduction.

Chennai, Tamil Nadu, India

Managed Global Customer Support teams in India. Responsible for developing, managing and executing all aspects of customer support activities - Team Management, Projects, Programs and Communications. Expertise in: • Team Handling• Escalations • Projects • Training • Resource Planning • SIT/UAT/Beta Testing• Process Development• Liaising with Internal Stakeholders – SLA, Escalations, Process improvements• Metrics & Reporting

Chennai, Tamil Nadu, India

Managed Global Business Transitions with a focus on schedule, knowledge delivery, and business risks.• Chair Steer Co. and stakeholder meetings to report on project status, discuss bottlenecks to business,solution critical risks that affect the business and customers.• Developed and managed transition tracker to ensure that staff development is a priority within alltransitional activities.• Represents Operations for any existing product change requests including, but not limited to,formulations or packaging design changes.Technology• Ensuring optimal performance of Salesforce systems• Perform diagnostic tests, and provide solutions to mitigate system-related issues.• Liaison with Salesforce Teams to evaluate critical defects and enhancements.• Coordinating any Telephony Teams to build/ re-design the IVR model for Customer CareAchievements:• Demonstrated ability to transition IP Businesses resulting in the expansion of 3 Global Teams with reducedcosts.• Provided strong business acumen to retain top talents which led to the formation of a specialist team.

Chennai, Tamil Nadu, India

People Manager:• Managed pilot & cross-functional teams Tech teams, responsible for their development, grooming, and addressing issues/ grievances proactively.• Responsible for onboarding, budgeting, staffing, and goal setting as per Business needs.• Identify & promote key talent based on performance, ambition, and organizational values.• Developed a Mentor/Mentee program to maximize team performance.• Conducting performance evaluations and career development discussionsOperations:• Driving process improvement harmonization and effectively managing changes• Supported Salesforce migration by means of SIT/UAT testing, and defect management.• Served as a trainer for global teams for Salesforce Case Management migration.• Developed SoWs, process workflows, and escalation protocols.• Was instrumental and a key contributor to the voice of customer program, which led to thetransformation of customer surveys, and defining business/product KPIs.• Developed and implemented the mentor/mentee program to build expertise, address performance/knowledge gaps within the team.Achievements:• Best Team Lead – 2018, 2019• Best Team – for leading a pilot batch.• Certified from Clarivate in the “Train the Trainer” program in 2018.• Certified from Harvard on completion of “First Mile – New Leader Program” in 2020• Introduced business changes for fraud awareness and prevention – check frauds, and internal survey frauds.• Spearheaded Business transition, and training program to stand up Operations in Penang.

Responsible for handing complex inquires in EndNote. Liaising with Development teams to address product defects.

Chennai, Tamil Nadu, India

- Responsible for Troubleshooting Researcher Solutions products – EndNote, Web of Science, Reference Manager.

Chennai, Tamil Nadu, India

Contract Analyst - Responsible for Contract Amendments, Cancellations.

Chennai, Tamil Nadu, India

Troubleshooting for BT ISP and Network setup.