Sree Hari Krishna G

About Me… “I am a Customer Experience Management (CEM) expert and Performance-driven professional with over 10 years of rich experience in operations, quality & training management with proven achievements in account management ” Core Expertise Sree Hari Krishna G +91 - People / Process/ Performance Management Quality Control Client Relations Service Delivery CSAT / NPS Coaching & Training Talent acquisition Customer Experience Management - Bangalore, INDIA DOB 25 June 1982 Analytics Education 2003 Bachelor’s in Computer Science 2005 Post-Graduation in Computer Applications Experience… Jan’16 – present Mar’15 - Jan’16 July’12 – Dec’14 Jan’11 – Jun’12 GetSupport Services Lead – Ops/Quality/Training TeamLease Services Manager - Operations Celtycs Outsourcing Services AM – Ops & Quality Pilani Softlabs Manager- Operations  Set-up/streamline customer care centers/teams across IT & Non-IT industry  Streamlining HR/Hiring/Training/Quality/Ops processes  Onboarding employees/Payroll Ops  Process Creation/Training  Process Implementation/Control  Coaching: Process-Pre Process  Quality Control – Call audits/Calibrations/Monitoring/R eviews/Delivery/Analysis  Performance Appraisal Management  Database management  Service delivery – Customer satisfaction  CQ/CSAT Surveys/Competition Benchmarking analysis  Digital marketing – Social media  Tracking and Reporting  Employee Engagement  Career Development  Managing hire to retire services of Flexi staff for 300 clients PAN India  Identify and drive change and process improvement projects yielding to efficiency/quality  On-boarding & Off-boarding clients/employees  Employee life cycle management  Payroll processing  Compliance to statutory requirements  Billing/Invoicing & revenue collection  Train the team on process  Succession Planning  Resource Utilization  Delivery Management  Development programs for the team  Mentoring/1 on 1 sessions  Reports – Reviews  Refresher training as per client requirement  Performance reviews  Define, Monitor, Analyze and Manage business performance  Provide strategic and comprehensive support to specific areas of the business like Planning & Tracking, Budget Allocation & Quality management  Deep dive into reasons for customer dissatisfaction whereby suggesting recommendations to help a company provide the best customer experience  CQ/CSAT Surveys/Competition Bench-marking analysis, Digital marketing – Social media  Training – New hires/QAs  On-Job training / Refresher training  Calibrations – Evaluations Assessments  Process documentation–Manual etc.  Behaviour management  Managing the entire backend support operations (Voice/NonVoice) and Home Delivery  Responsible for refunds (Wrong Bookings/Failed Transactions/Cancellations/Cash Coupon/Tech-issues etc.,)  Business Development issues/escalations  Ensures the smooth flow of entire process (Voice/Non-Voice)  Client Management and People Management – Team interactions, resolving their concerns/issues  Resource Planning, Attrition/Absenteeism control and assist with scheduling and forecasting  Assisting in tasks such as recruiting, training, developing business plan and so on  Training at all levels on process  Skill development  Escalation management Experience Sep’08 – Oct’10 Sep’07 – Sep’08 Aug’05 – Aug’07 Firstsource Solutions Process Lead - Operations Hinduja Global Solutions Team Lead - Operations First Indian Corporation Sr. Process Associate – Ops  Handling large spans 120+ advisors & SME’s  SLA/KRA  Escalations and resolutions  Call drops/Repeat calls  Attrition/Shrinkage  Call audits and Calibrations  Metric Implementation  Tracking and Reporting,  Continuous Improvement Targets  Solution Implementation  Preparing various reports at team & process level (appraisals, monthly review, quality & performance reports)  Employee Engagement  Triaging – New Hires  On-job training/Refreshers  Managing L2 technical desk  Guidance to On-site engineers  1 on 1 sessions  Skill development  Manage operations from process & measurement standpoint for a leading insurance client  Monitoring overall functioning of process and identifying improvement areas. Implementing short/long-term plans for achieving process objectives  Managing a team of 32 members on floor and quality analysts.  Responsible for monitoring daily calls and giving feedback to the agents to improve their efficiency  Responsible for assigning & finalizing targets, monitor & review periodically  Design matrices to track the performance of the Team  Supervising customer service operations for rendering and achieving quality services  Ensure awareness and adherence with the policies - KYC, AML, Misselling, Information Protection, Operational Risk, Code of Conduct etc.,  Handling 6 different processes in US Mortgage Life Cycle  Maintenance – Live Call Quality  Monitoring of the team on daily basis on all the process levels  Trained 8 batches on 6 different processes  Training – New Hires  On-job training /refreshers  Reports – Daily/Weekly/Monthly  Feedback sessions for new hires  Database creation  Assistance to TL & team on process documentation  Quality briefing on dairy updates