Vasanth Gopalakrishnan Email & Phone Number

Gurgaon, India

Gurgaon, India

The role is responsible for the process training delivery of the entire customer service back-office operations spanning five distinct processes covering ~600 FTEsRoles & Responsibilities:-• Liaise with the senior management of respective LOB’s to understand the training needs and drive the training delivery• Plan and conceptualize training road maps for both new hire and tenured skill conversions based on business needs• Partner with the capacity planning team to understand… Show more The role is responsible for the process training delivery of the entire customer service back-office operations spanning five distinct processes covering ~600 FTEsRoles & Responsibilities:-• Liaise with the senior management of respective LOB’s to understand the training needs and drive the training delivery• Plan and conceptualize training road maps for both new hire and tenured skill conversions based on business needs• Partner with the capacity planning team to understand hiring plan and manage trainer availability• Partner with the business to set up certification targets in order to drive efficient throughput • Manage a team of Training Team Leaders and Learning Specialists in meeting the needs of the business• Identify process improvements to drive reduction in training delivery time• Support new process migrations by working with the project team for creating training content and deliveryKey Achievements:-• Conceptualized and drove the tenured skill conversion for ~176 FTEs across 3 months to support a business requirement Show less

Roles & Responsibilities:-• Manage and lead a team of 30 FTEs in achieving the core objectives of the process• Maintain the Unit Cost of the process by effectively managing volumes and FTE saves• Manage regulatory and compliance adherence by partnering with the Market Compliance Office• Partner with the Merchant Business in setting up the Disputes Process for new merchants• Represent the process during regulatory & compliance audits, both internal and external• Drive… Show more Roles & Responsibilities:-• Manage and lead a team of 30 FTEs in achieving the core objectives of the process• Maintain the Unit Cost of the process by effectively managing volumes and FTE saves• Manage regulatory and compliance adherence by partnering with the Market Compliance Office• Partner with the Merchant Business in setting up the Disputes Process for new merchants• Represent the process during regulatory & compliance audits, both internal and external• Drive reduction of disputes volume by proactively working with the Merchant servicing team• Drive Case Resolution Time by managing effective resource management and inventory allocation• Drive resolution of high dollar amount dispute with Cardmembers and Merchants by engaging in constructive confrontation• Manage calls related to escalated disputes from Cardmembers and Merchants• Manage the Quality and Compliance score of the process through effective coaching and feedback• Work on multiple projects related to new Card product launch and provide subject matter expertise for Dispute Resolution Show less

Gurgaon, India

People Management:• Lead a team of 12-15 analysts in resolving Card disputes with International merchants.• Provide Coaching and feedback for delivering extraordinary customer care to Corporate Clients• Maintain high engagement levels amongst team members and motivate them to achieve optimum performanceProcess Management:• Conceptualize and lead various customer service initiatives for driving Corporate clients satisfaction levels• Identify root causes for system and… Show more People Management:• Lead a team of 12-15 analysts in resolving Card disputes with International merchants.• Provide Coaching and feedback for delivering extraordinary customer care to Corporate Clients• Maintain high engagement levels amongst team members and motivate them to achieve optimum performanceProcess Management:• Conceptualize and lead various customer service initiatives for driving Corporate clients satisfaction levels• Identify root causes for system and technology issues in the process and drive their resolution with technologies• Drive resolution of high dollar value disputes from high value Corporate Clients within the desired SLA’s• Drive collaboration with Corporate Account Managers & Travel Agencies to resolve high value disputes• Contact overseas merchants to obtain information required to resolve disputesWorkflow Management:• Drive the workflow management of the Corporate Disputes portfolio by identifying and implementing training needs to increase staffing across different skills.• Collaborate with the workflow management team to implement the work schedule for the entire disputes processProject Management:• Lead multiple projects at a process level in order to driver improvement in performance across various metrics• Conceptualized and lead a specialized servicing strategy for the US Corporate Client disputes Show less

Gurgaon, India

Lead a team of 12-15 analysts in resolving Card disputes with International merchants.• Provide Coaching and feedback for delivering extraordinary customer care to Corporate Clients• Maintain high engagement levels amongst team members and motivate them to achieve optimum performanceProcess Management:• Conceptualize and lead various customer service initiatives for driving Corporate clients satisfaction levels• Identify root causes for system and technology issues in the… Show more Lead a team of 12-15 analysts in resolving Card disputes with International merchants.• Provide Coaching and feedback for delivering extraordinary customer care to Corporate Clients• Maintain high engagement levels amongst team members and motivate them to achieve optimum performanceProcess Management:• Conceptualize and lead various customer service initiatives for driving Corporate clients satisfaction levels• Identify root causes for system and technology issues in the process and drive their resolution with technologies• Drive resolution of high dollar value disputes from high value Corporate Clients within the desired SLA’s• Drive collaboration with Corporate Account Managers & Travel Agencies to resolve high value disputes• Contact overseas merchants to obtain information required to resolve disputesWorkflow Management:• Drive the workflow management of the Corporate Disputes portfolio by identifying and implementing training needs to increase staffing across different skills.• Collaborate with the workflow management team to implement the work schedule for the entire disputes processProject Management:• Lead multiple projects at a process level in order to driver improvement in performance across various metrics• Conceptualized and lead a specialized servicing strategy for the US Corporate Client disputes Show less

Gurgaon, India

Graduation, English

B.A, English

Bachelor Of Arts (B.A.), Science