Jayaprakash Subramani

Experience

• 

  Aditya Birla Minacs world Wide Ltd

  Dec 2007 - Jan 2009

  Customer Support Associate

  ● Responds to customer inquiries by understanding inquiry; reviewing previous inquiries and responses● Prepare customer inquiries as per products, services and processes.● Records customer inquiries by documenting inquiry and response in customers' accounts and also cross sell products in the credit cards.

• 

  IBM

  Feb 2009 - Oct 2010

  Customer Support Associate

  ● Handling US Bank collection calls ● Process and product training for the process for the new joiners and the process ramp ups. ● Refresher trainings for the process on an ongoing basis.

• 

  Cognizant

  Oct 2010 - Apr 2013

  Senior Process Associate

  ● Research Analyst in Mortgage Research Department, for US Mortgage Process. ● Handling of production, team work allocation and operation related report of Daily, weekly and monthly. ● Interacting with US TAX OFFICE in regard to the real estate information.

• 

  Infosys

  Apr 2013 - Oct 2015

  Team Lead

  Key Skills: Leadership, Client Relationship Management, Process Innovation• Service Delivery Management:o Consistently met SLAs and KPIs through a customer-centric approach.• Team Management:o Led a team of 15, ensuring timely, high-quality service delivery and fostering collaboration.• Performance Improvement:o Achieved a 25% productivity increase through effective delegation and coaching.• Customer Satisfaction Enhancement:o Improved customer satisfaction ratings by 15% through service delivery enhancements. Show less

• 

  Tata Consultancy Services

  Oct 2015 - now

  Key Skills: Communication Skills, Relationship Management, Project Management, Cost Management, Data Analysis.• Cost Optimization & Strategic Planning:o Spearheaded cost optimization initiatives that delivered sustained savings of ~$700K over 7 months, leveraging data-driven analysis and innovative solutions.• Project and Service Delivery Management:o Managed end-to-end delivery of ~$20+ million in annual revenue-generating services, maintaining a 30% profit margin through proactive resource planning and process improvements. Mentored and onboarded six major service projects, enhancing client satisfaction.• Transformational Initiatives: o Led comprehensive solution assessments for GenAI Transformation, delivering insights into value, technical specifications, and commercial factors. Established a strategic partnership with the customer to drive DigiOps transformation.• Global Leadership:o Directed a global team of 350+ members delivering End User Computing Support Services, including Global Service Desk and Onsite/Remote Support, ensuring seamless service delivery and maintaining high client satisfaction.• Operational Efficiency and Financial Management:o Achieved a 15% reduction in operational costs (~$32k/month) through data-driven planning and resource utilization improvements.• Customer Relationship Management:o Transformed customer service reporting, reducing manual effort by 22% and decreasing customer dissatisfaction by 50%. Leveraged data insights to respond quickly to client needs..• Vendor Relationship Management:o Strengthened vendor relationships, reducing downtime by 25% through proactive performance monitoring and compliance measures. Show less Key Skills: Team Leadership, Operational Efficiency, Quality Assurance, Customer Focus• People/ Team Leadership & Development:o Led a team of 150+ offshore resources, improving productivity by 25% through effective training and mentorship.• Operational Efficiency & Process Improvement:o Streamlined workflows, achieving a 20% increase in operational efficiency and a 30% reduction in production lead times using Lean and Six Sigma methodologies.• Quality Assurance & Customer Satisfaction:o Implemented quality assurance initiatives, reducing defect rates by 20% and achieving a 95% customer satisfaction rating.• Cost Management:o Realized annual savings of £50,000 through strategic cost-saving measures and reduced operational expenses by 15%.• Customer Feedback Systems:o Developed initiatives that led to a 10% increase in repeat business through a comprehensive feedback system. Show less Key Skills: Strategic Thinking, Customer Focus, Data Analysis, Revenue Growth• Revenue Growth & Strategic Planning:o Delivered $800 million in annual revenue, exceeding targets by 20% through strategic account management.• Lead Generation & Business Expansion:o Implemented a data-driven lead generation approach, resulting in a 50% increase in qualified leads and higher conversion rates.• Client Relationship Management:o Fostered 45 new client relationships monthly, contributing to long-term partnerships through a consultative approach.• Onboarding & Customer Engagement:o Developed and executed a comprehensive onboarding process, increasing client engagement by 150%.• Market Adaptability:o Achieved a 40% revenue increase in underperforming regions through targeted marketing initiatives. Show less Key Skills: Team Leadership, Operational Efficiency, Customer Focus• Team Development:o Led a team of 30, achieving a 25% productivity improvement through training and performance evaluation programs.• Process Improvement:o Streamlined operations, resulting in annual cost savings of $22,000.• Resource Management:o Strategized resource ramp-ups based on client projections.• Customer Satisfaction:o Enhanced customer satisfaction through operational excellence and a commitment to delivering high-quality service. Show less

  • Service Delivery Manager

    Apr 2021 - now

  • Delivery Manager

    Jun 2020 - Apr 2021

  • Business Development Manager

    Jan 2018 - Jun 2020

  • Assistant Manager

    Oct 2015 - Jan 2018