Venkatesh Raman

Experience

• 

  Minerva Telelinks

  Jan 2002 - Jul 2002

  Sales Associate
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  Cybersys Infotech

  Jul 2002 - Jan 2003

  Senior Sales Associate
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  Wipro

  Jan 2003 - Nov 2005

  Team Leader

  Leading & motivating a team of Sales Support executives to achieve set goals and enhance customer satisfaction for a US technology major (DELL). Managing quantitative and qualitative output of the team through compilation of ACD reports, managing customer grievances

• 

  Convergys

  Nov 2005 - May 2018

  • Leading a complex Sales and Customer service program for a US Telecom Major. • Proficient in managing & motivating teams for running operations & extensive experience of developing procedures, service standards & operational policies for business excellence.• Ability to build lasting client relationships at senior executive levels.• Passionate for talent development, well known for ability to build strong teams and create solid talent pipeline.• High degree of experience in every aspect of Operations Management within a contact center (Voice & Non Voice), managing all platforms of delivery (Voice & Chat) • Improved Net through Put and New Hire proficiency by driving process changes in the business• Maintaining a healthy retention trend of single digit attrition via, employee engagement and strong agent career path and progression. Show less • Leading a complex Sales and Customer service program for a US Telecom Major. • Proficient in managing & motivating teams for running operations & extensive experience of developing procedures, service standards & operational policies for business excellence.• Ability to build lasting client relationships at senior executive levels.• Passionate for talent development, well known for ability to build strong teams and create solid talent pipeline.• High degree of experience in every aspect of Operations Management within a contact center (Voice & Non Voice), managing all platforms of delivery (Voice & Chat) • Improved Net through Put and New Hire proficiency by driving process changes in the business• Maintaining a healthy retention trend of single digit attrition via, employee engagement and strong agent career path and progression. Show less Responsible for Client relationship and Program Management for the largest US telecommunications company.• Overall program responsibility for a Quality Assurance program based out of Bangalore with a HC of 250+• Negotiated multiple contracts and work orders for the existing program.• Successfully achieved client satisfaction score of 4.5/5 for 2010 and 4.75/5 in 2011• Surveyed across 4 different client leads, each being either a decision maker or decision influencer• Directly responsible for managing yearly financial performance to achieve budgeted revenue and operating profit while providing leadership, coaching, and guidance to operations for successful delivery of client metrics and initiatives.• Accountable to influence decisions made in how company resources are best utilized to exceed client requirements. Show less

  • Sr. Manager Operations

    Jun 2013 - May 2018

  • Manager Operations

    Jul 2012 - Jul 2013

  • Client Services Account Manager

    Nov 2005 - Jun 2012
• 

  IQor India

  Feb 2019 - Aug 2020

  Sr. Manager Operations at iQor India Services

  Key responsibility is to support the operational leadership with the following:● Currently supporting multiple globe sites with a total HC of ~4500 towards Excellence in CustomerService.● Managing Quality Operational control using:* AI * Call transcription* Machine Learning * Speech to text* Key word queries● Engaging with the Operational leaders from multiple sites across the globe to ensure operationalSOP and compliance is followed● Optimizing cost via. Standardizing various costs and incentives● Create future road map for performance improvement in Customer Service management● Working with multiple Operations teams to ensure seamless performance delivery and support● Reporting directly to the Sr. VP of Operations (Global account Lead) to act as a single point ofcontact for:● Driving Operational Excellence● Delivering Best practice sharing across multiple global sites and line of business● Ensuring Customer Service SOP is implemented across multiple sites● Identifying and implementing cost optimization action plans● Use AI & Machine learning to help improve Customer Service delivery Show less

• 

  24-7 Intouch

  Jul 2021 - Apr 2023

  Director - Operations & Sales
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  IntouchCX

  May 2023 - now

  Sr. Director Operations & Sales