Aswin Karanmayil

Experience

• 

  Sitel Group

  Oct 2004 - Mar 2006

  Sr. Customer Service Professional

  Back-office activities pertaining to vehicle insurance for General Motors Assisting Team Leader, making Monthly Review Reports, quality audit, training Doing transactions of the outsourced processes, updating internal knowledge bases Conducting crew brief and debrief to agents about updates and targets  Handle supervisor entries and conduct root cause analysis for client escalations

• 

  E4e

  Aug 2006 - May 2009

  Team Leader - Operations - Symantec

  Leading teams consisting Technicians of all Tiers and Tech Leads to deliver Technical Support and Customer Service to Norton/Symantec. Plan and prepare Team roster and ensure the required skill sets and numbers are available  Achieve daily shift wise productivity targets and login hours  Achieve Service Levels, Customer Satisfaction, ASA, and Abandon targets for the process  Conduct daily team/shift huddles and share all client updates & statistics with the team  Coordinates with Quality and Training to improve Teams operational performance  Provide feedback on problem resolution techniques and Tech knowledge to Tech leads/Team Prepares and conduct performance reviews and appraisals on time  Creates and suggests policies and procedures to improve existing processes  Motivate team members, diffuse issues, and escalate to Ops Manager wherever required  Participates in client meetings, conference calls in presence of the Ops Manager  Ensure all the reports are online at the end of each shift and end of the day/week/month  Ensure 100% accuracy on login information – user, system profile, and all tool information  Identify training needs and recommend refreshers based on Quality and Performance reports Participate in the interview process to identify suitable candidates for the project  Handling Escalations from Tier 2 level, whenever required Show less

• 

  Sutherland Global Services

  Nov 2009 - Jan 2013

  Account Manager

  Overseeing and optimizing McAfee Technical Support and Customer Service processes across the globe, ensuring high-quality service delivery and client satisfaction. Determines operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses  Contributing information and analysis to organizational strategic plans and reviews  Maintains and improves operations by monitoring performance, identifying and resolving problems, preparing and completing action plans, managing process improvement, and quality assurance programs  Accomplishes human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees  Administering scheduling systems, communicating job expectations, planning, monitoring, appraising, and reviewing job contributions  Planning and reviewing compensation actions and enforcing policies and procedures  Meets financial objectives by estimating requirements, contributing to annual budget inputs, scheduling expenditures, analyzing variances, and initiating corrective actions  Prepares performance reports by collecting, analyzing, and summarizing data and trends.  Maintains professional and technical knowledge by tracking emerging trends in operations management, attending educational workshops, benchmarking state-of-the-art practices  Accomplishes organization goals by accepting ownership for accomplishing new and different requests  Manage process, quality, clients, projects, teams, analytics, training and manpower Show less

• 

  EY

  Jan 2013 - now

  Global Innovation, Data, and Offshore Leader

  Leads the Innovation, Business Intelligence, and offshore services for my department globally. Creates an innovation strategy that is understood and endorsed by key stakeholders including executive leadership, employees, customers, vendors, and partners Builds a well-balanced innovation portfolio and roadmap that drives savings, cost avoidance, and qualitative values  Uses innovation to differentiate the company in the market, provide unique value to stakeholders, and help build long-term relationships with customers  Raises innovation visibility for wider acceptance, usage, and recommendation Build solutions that raises organization’s reputation as innovative, visionary and market leader by users, industry groups and media  Plan, design and implement various strategic initiatives, policies and procedures for onshore delivery and teams Identify, prioritize, develop, and launch innovation products, services and business models  Create new organizational capabilities, including technical and people-driven, that ensure a steady stream of innovations  Participate and speak in innovation events and seminars  Develop and foster an agile process to manage the day to day strategic and tactical efforts to drive innovation Enable taking in-house innovations to the market in a timely and scalable way  Establish automation strategy, governance, value measurement and technology capabilities Research, identify and implement new and emerging technologies which can co-exist within existing organization framework Show less