Abhilash Vinithan

Operations: Spearheaded diverse technical and customer service portfolios, encompassing voice, chat, email, and non-voice channels. Successfully achieved and often exceeded service delivery targets, thereby upholding contractual commitments.

Client Relationship Management: Cultivated robust relationships with key clients through data-driven metrics and continuous performance reviews, resulting in sustained high levels of client satisfaction and confidence.

Customer Satisfaction Leadership: Oversaw both transactional and enterprise-level KPIs, leading to measurable improvement in customer satisfaction and a marked decrease in customer complaints.

Talent Development & Engagement: Implemented a range of employee engagement initiatives that not only enhanced team morale but also contributed to a tangible improvement in Employee Satisfaction (E-Sat) metrics.

Risk Mitigation & Quality Assurance: Pioneered process enhancements that elevated multiple high-risk projects from red/amber to green status through strategic risk mitigation and quality control measures. Slashed SLA durations from 5 business days to just 2.

Process Optimization: Championed two Yellow Belt and one Six Sigma Black Belt projects focused on productivity enhancement, resulting in streamlined operations and improved efficiency. Reduced training durations from 45 to 30 days.

Knowledge Sharing: Established quarterly knowledge-sharing platforms and best practice sessions, fostering a culture of continuous learning and improvement within the organization.

• Designed and prepared technical reports, studies, and related documentation.
• Improved system performance by eliminating operational gaps and software/application bugs.
• Collaborated with management to identify and prioritize new development concepts.
• Conducted daily huddle covering performance and various other topics.
• Analyzed business problems, identifying root causes and developing robust solutions.
• Handling trainings and conducting brainstorm session.
• Identifying and Cross-skilling members to the latest tools and technologies.
• Worked closely with RPA developers in implementing BOTs..
• During Team leader absence, managed team roster and joined various client-call calibration.
• Collaborated across teams and Leadership to share information and co-ordinate on new ideas.
• Monitored live chats through the Oracle tool whilst assisting representatives on real time.
• Temporarily filled in as chat lead.

Handled queries via escalations.
Incident Management responsibilities.

Collaborated and designed new process chart in Escalation.

Provided advise, information and assistance via Echat and calls

Attempted to resolve all enquiries on first contact.

Streamlined call handling process, achieving an average answer time of 15 seconds and resolving 95% of queries within 24 hours, surpassing key performance targets for customer satisfaction.

Utilized available resources to locate required information.
Worked towards targets and KPIs.