Gopi Mohan Venugopal (He)

Experience

• 

  Fxu Students Union, University College Falmouth, UK

  Jan 2010 - Nov 2010

  Student Support

  Worked with the event management team of the Falmouth and Exeter students union to organize and set up various events .Also worked along with the student support team on student life on campus and other occasions.

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  Flex Newspaper

  Sept 2010 - Nov 2010

  Press Photographer

  Press photographer for the university newspaper “Flex” covering events such as the fresher’s 2010, Halloween and other occasions.

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  Freelance Photographer

  Dec 2010 - Jul 2012

  Freelance Photographer

  Was a freelance photographer in UK, traveling and improving my photography portfolio. Attended various festivals around England to photograph the events and also had the opportunity to meet and interact with people with diverse cultures and varied working environment. Was part of a team which did a photo documentary project with BBC, Brsitol in association with a school in “Horfield Bristol".

• 

  Image Photo Services, Inc.

  Nov 2012 - Aug 2013

  Senior Photograher

  Senior photographer on-board 2 of Disney’s top cruise liners (Disney Dream & Disney Wonder) Played a strong part in team building and trainingAcquired a seniority promotion within the first 5 months of joining the company based on my performance and team work.

• 

  Gusto Foods, M/s Donut Factory

  Dec 2013 - May 2014

  Operations Manager

  Heading the operations and workforce management of the companyTraining and nurturing new staffs to provide a very promising customer service experience

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  LabourNet Services India Pvt. Ltd.

  Jul 2014 - Apr 2016

  • Coordinates all training with Managers and Supervisors – schedules location, date/time, materials, and attendance. • Coordinate for back-end infrastructure requirements & Interface with trainers for conducting training • Communication of all data & reports as and when required. • Maintains training tracking process enters data, tracks completion and processes communication. Track and report on training outcomes & handle logistics of training activities including venue, equipment’s etc. • Performance Management: End -End follow-up for Performance Appraisal process.• Mediclaim - Ownership of mediclaim & Insurance formalities• Employee Engagement -SPOC for various employee engagement initiatives Show less

  • Assistant Manager - Consulting & Products

    Oct 2015 - Apr 2016

  • Assistant Manager - Learning & Development

    Jul 2014 - Oct 2015
• 

  Thomson Reuters

  May 2016 - Jun 2019

  Responsibilities• Project co-ordination for Learning related activities and events• Proactively lead learning reporting for management and business leads• Develop & upgrade reporting tools to consolidate and present Learning data• Provide information and support to team, management, business leads• Manage Learning communications and stakeholder meets• Hub page designing and managing content repositories• Coordinate training for Customer Operations user community, including support on Learning logistics• Solve complex & urgent issues using prior knowledge/experience and network of resources like Hub, LMS, Tech Support, Facilities, Sourcing, Vendors, Learning Tools, Subscriptions• Deliver Energizers and Briefing sessions• Deliver soft skill training's on various topics such as Presentation Skills, Intercultural Communication, Peer to Peer Mentoring, Written Communication, 'Train the Trainer' workshops and effective communications as and when required.• Spearhead the Customer Operation Sponsorship project for Bangalore location• End to End LMS Support Management for Bangalore location Show less • Responsible for end to end data maintenance to ensure accuracy, completeness and timeliness of the data maintained & delivered. To liaise directly with other teams on regular basis to ensure constant development and information flow in the team. Responsible for the FIFX reference process management through databases like NDA and EJV and handle CEs and projects related to the Reference additions.• Creation and Maintenance of Reference details for FIFXMM Dataset, process data and apply in an accurate manner to the database using technical and financial knowledge. Responsible for adding value and to ensure that data is maintained at a high quality.• Respond to customer queries when data issues are identified and handle monthly review of cases. Also providing timely service to all internal stakeholders and adhering to SLAs. Show less Responsible for providing effective and courteous support to customers in relation to their Thomson Reuters' product or service. Acts as customers advocate within TR and TR ambassador within client's enterprise to promote and campaign full utilization of application. Responsibilities:• Respond to customers' inquiries relating to information, product functionality and other disputes.• Filter and escalate enquiries relating to other aspects of the Thomson Reuters business and handover to the appropriate department.• Manage the resolution process for customers relating to data and applications for a particular product.• Track inquiry resolution progress and proactively call customers with a status update or resolution if queries cannot be resolved on initial interaction.• Identify and escalate problems affecting a number of customers or influencing the timely resolution of one customer's inquiry. This would include escalations to the team leader and other support, sales, engineering or resolver groups as appropriate.• Recognize and escalate recurring problems, inferior processes or outdated procedures. Show less

  • Learning Analyst

    Apr 2019 - Jun 2019

  • Senior Content Analyst

    Aug 2017 - Apr 2019

  • Client Support Analyst

    May 2016 - Aug 2017
• 

  Refinitiv

  Jun 2019 - Jan 2021

  • Organize consistent issue response• Provide effective communications to internal and external stakeholders throughout the incident life cycle. • Focus on problem management and continuous improvement. • Analyze incidents post resolution and determine service improvement opportunities for service resolution and customers. • Assists in the Post Incident Review (PIR) process. • Manages the outputs and actions of completed PIRs. • Coordinate required customer and business collateral for post incident customer engagement. • Assure the delivery of actions from completed PIRs. • Provide service improvement opportunities to Process Engineering and Automation (PEA), Technology and other stakeholders. • Represent Customer Operations (CO) and the customer experience in the Post Incident Review (PIR) process. Show less

  • Post Incident Specialist

    Sept 2020 - Jan 2021

  • Learning Analyst

    Jun 2019 - Aug 2020
• 

  LSEG (London Stock Exchange Group)

  Jan 2021 - now

  • Manage and evolve the operating rhythm for the function, implementing standards and ensuring consistency with Group standards.• Helps to streamline daily operational activities within Corporate Services, drive delivery against our Strategic Objectives and ensure the Function is running efficiently and effectively.• Supports regular reporting of objectives, metrics, finance, risk, etc.• Provides general ad-hoc support to the sub-functions within Corporate Services including production of materials such as business cases, board papers, presentations etc.• Drives continuous improvement initiatives to improve efficiency and performance.• Work in conjunction with relevant business partners on communications, recruitment, and talent management Show less • Lead and manage global Service Improvement projects• Partnering to host and support global Customer Action Forums• Lead & drive stakeholder reviews with focus on continual improvement• Deliver high availability of resources for service escalations• Manages the outputs and actions of completed Post Incident Reviews• Organize consistent issue response by focusing on problem management & continuous improvement• Review and identify recurring themes & trends to initiate Service & Process Improvement projects Show less

  • Manager, Corporate Services Business Management

    Sept 2023 - now

  • Service Improvement Manager

    Nov 2021 - Sept 2023

  • Post Incident Specialist

    Jan 2021 - Oct 2021