Hariharan Gopal

Experience

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  Allsec Technologies

  Aug 2002 - Dec 2003

  Associate

  Telephone Marketing Sales of Internet Packages and cell phones - US and UK Monitored and assisted the teams on the floor with the process knowledge including training.Meeting sales targets and SLA according to the process.

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  Taifana Group (H.Daya - Yiwu, China.)

  Dec 2003 - Dec 2004

  Merchandiser

  Responsible for Merchandise trading from the Chinese market to the clientele from Chile, Panama and Middle East after complete market research and analytics.Involved and managed end to end interactions with the Clients and suppliers,price negotiations and quality approval of products merchandise till the end point of sale and delivery.Handled multiple clients per year and the merchandise total worth of USD 200, 000-300, 000 successfully. Involved in the Implementation of SAP as one of the business representative of the company and worked as an End User. Includes Price negotiation, Purchase Order Processing, Sales Order Processing, Inspection, Loading and the Shipping Procedures and Invoice approvals. Show less

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  Wipro Limited

  Jan 2005 - Mar 2008

  Supervise and manage a team of 16 Tier 2 Technical Support Representatives in providing technical support for the customers of AT&T - DSL service as a Level1 Manager on the production floor.Day on day interaction with AT&T Clients, team performances review and identification of training requirements for the knowledge gaps across the process.Handling escalations and responsible for KPIs, Schedule and Adherence.People Management and other administrative activities

  • Team leader - Operations

    Jan 2007 - Mar 2008

  • Subject Matter Expert

    Jan 2006 - Jan 2007

  • Tech Support

    Jan 2005 - Jan 2006
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  Verizon

  Mar 2008 - now

  Digital transformation & Employee ExperienceProcess Re-engineering/Development/Robotic Process Automation/Analytics/Machine LearningHead Operations - Global IT Service Desk & VDSI End User Support - Chennai & HyderabadCollaboration projects to bridge & strap the IT infrastructure - Workplace technology and platformsInfusion of Data Analytical projects - Specialized systems and softwareRobotic Process Automation, ML & Artificial intelligence - Contact Center Technology - Improve experienceLeading Digital Marketing initiatives - Improve DIY and Self-serviceOperation Excellence & Continous ImprovementMethodolgies - Six Sigma/Lean (Verizon Lean Six Sigma Certified) & KaizenKPIs - Integrated performance across revenue, cost and risk.Instrumental in appropriate Policy modifications and Operationalize Career Path. Show less Head Operations – Chennai and HyderabadResponsible for Top Talent Acquisition/Training Needs/Individual Developmental Plans/Risk management/Action PlansManage multiple projects with the business delivery model having multiple geographies and languages Vendor Management - RFP Selection/Billing and supportBuild a strong governance structure - Process Consolidation/harmonization – Standardization Set the vision, direction and culture of the teams through individual and team performance expectations and goals Continuous improvements in Operations, Quality, Productivity, Cost, Customer experience and People metrics.Regular interactions with Engineering leadership to articulate feature requirements for toolsets, business logic for efficient handling of work volumes and recommend solutions to improve employee experience. Show less

  • Senior Program Manager

    Apr 2014 - now

  • Program Manager

    Sept 2011 - Apr 2014

  • Technical Lead

    Jul 2009 - Sept 2011

  • Senior Analyst

    Mar 2008 - Jul 2009