Summary
Overview
Work history
Education
Skills
Personal Information
Timeline
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Hariharan Ashokan

Handsworth,Bermingham

Summary

Seeking assignment in Operations Management with an organization of repute, preferably in the BPO/ KPO / IT/ ITES. The new assignment should make full use of my proven expertise of 12 years in the fields of Operations, Process Improvement Management and Team Management with top MNC organizations.

Overview

17
17
years of professional experience

Work history

MANAGER

GeeksTechnoTrend
Chennai, India
01.2019 - 09.2023
  • Geeks Techno Trend is a group of professionals with the aim of providing end to end Business Planning, Digital Marketing, Brand creation, Business Process Outsourcing, Web Development, Graphic Designing, E-Commerce integration & Online Education in various sectors
  • What We Do
  • With digital technology transforming the BPO, IT Services industry and Marketing opening up new avenues for growth, companies in the sector need to focus all their energies on building their core competencies and streamlining other support processes
  • Geeks Techno Trend company offering business and knowledge processing services to organizations seeking higher operational effectiveness, greater flexibility
  • Business and knowledge processing services
  • Web Development and ui ux designing
  • Digital Marketing and Social media marketing.

Manager

IBU Technologies
Delhi
01.2018 - 01.2019
  • Identifying/ Validation of Risk Metrics i.e., Critical to Compliance & Key Risk Indicators of the process
  • Leading Business Continuity Plan testing for the business
  • Preparing & presenting various weekly / monthly Dash boards- Risk Scorecard Assessment
  • Periodic review and updating of document like Business Process Management /RCSA / Call Tree / Associate Management Plan / Business Recovery Plan
  • Attending client status meetings & understanding deliverables
  • Strategic Partnership in Volume / Queue management and initiating cross training plan
  • Understanding overall client and business situations; building relationship and communicating with Onsite counterparts on the status of deliverables
  • Attending iteration review meetings to provide feedback and assess necessary changes in process
  • Escalation of issues and risks to Onsite counterparts
  • Determining training needs of Executives & Process Leaders and designing / conducting need-based training programs to enhance their operational efficiency leading to increased productivity
  • Evaluating effectiveness of training & development programs; formulating or reviewing training strategy and determining appropriate instructional methodologies and formats
  • Providing guidance and leadership to staff in accordance with specified program objectives
  • Appointed as the process trainer whereby was responsible for giving refresher trainings to existing team members and providing domain knowledge to new hires for on boarding them.

Manager (Technical Sales & Digital Marketing)

MyGeeksWorld
Delhi
01.2014 - 01.2018
  • Manage 5 campaigns over a span of 160+ FTEs in a day-to-day operations reporting
  • Promote agent productivity metrics
  • Maintain and grow revenue of existing Clients/Programs
  • Profitability of existing programs including revenue, seat utilization and Client Satisfaction
  • Responsible for meeting service commitments through data collection, root cause analysis and action planning
  • Negotiate and manage Client commitments, contracts and expectations
  • Ensure that there is cross-training and back up plans for all the processes within the unit
  • Ensure that hiring process is completed by working very closely with the HR Recruitment focal for new additions
  • Ensure that Monthly Incentive System for team members are conducted on time in an objective and unbiased manner
  • Review resource availability and schedule associates according to work demands
  • Micro-Managing Site Metric’s like Sales/Quality & Compliance, Hiring
  • Focus on quality, accuracy and consistency
  • Managing customer escalations
  • Attrition & Revenue Leakage Analysis
  • Managing end-to-end business operations & ensuring success across key operating metrics
  • Responsible for meeting service commitments through data collection, root cause analysis and action planning
  • Being a part of the pilot process, I got the opportunity to set up the process by Mapping business requirements and coordinating in developing and implementing processes in line with the pre-set guidelines; spearheading process transition initiatives
  • Undertaking responsibilities of removing unnecessary procedures in processes; ensuring uniformity in the process understanding at the client's and the organization's end
  • Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level
  • Ensuring quality improvement measures for continual improvement in the services, ensuring higher customer satisfaction matrices
  • Responsible for career pathing and appraisal discussion
  • Focus on achieving Tier One metrics, Sales, Quality, AHT and Customer Experience.

Sutherland Global Services
01.2013 - 01.2014
  • Handled Team of 20+ senior executives
  • Handling Operational functions like staff briefings and cascades
  • Conducting One on One discussions with Team members for professional development
  • Handle Team Escalations
  • Motivation, Attrition control KPI
  • Strong understanding of BPO operations to accurately and practically execute changes and ensure stable & steady state of operations
  • Data Analysis for target setting and managing team Score Cards
  • Handling a team that provides first time resolutions to the customers on the first call
  • Daily briefings for associates to brief them on process updates
  • Hiring Customer Care Officers as and when required
  • Attending Call Calibration sessions with Client
  • Preparing Team Performance Presentations for Management on Monthly basis
  • Drive agent productivity metrics
  • Discuss and strategize and draw action plans with support functions to improve team metrics
  • Responsible for identification and resolution of process issues with cross-functional teams to support deadlines.

Team Leader

Tech live connect
01.2011 - 01.2013
  • Handled Team of 20+ senior executives
  • Handling Operational functions like staff briefings and cascades
  • Conducting One on One discussions with Team members for professional development
  • Handle Team Escalations
  • Motivation, Attrition control KPI
  • Strong understanding of BPO operations to accurately and practically execute changes and ensure stable & steady state of operations
  • Data Analysis for target setting and managing team Score Cards
  • Handling a team that provides first time resolutions to the customers on the first call
  • Daily briefings for associates to brief them on process updates
  • Hiring Customer Care Officers as and when required
  • Attending Call Calibration sessions with Client
  • Preparing Team Performance Presentations for Management on Monthly basis
  • Drive agent productivity metrics
  • Discuss and strategize and draw action plans with support functions to improve team metrics
  • Responsible for identification and resolution of process issues with cross-functional teams to support deadlines.

Quality Analyst

Allsec Technologoes
Chennai
01.2007 - 01.2011
  • Monitor the calls made to the end customers, as per the targets assigned to all the voice profile associates
  • Provide feedback on a weekly basis by tracking the errors found during call monitoring
  • Call coaching to the agents on the areas of improvement with respect to calls
  • Document and report the feedback with records kept for reference and IQMS methodology
  • Design, train, mentor and help agents meet communication and voice parameters set as per the monitoring standards
  • Conduct trainings on effective communications, soft skills, grammar, customer service & cultural orientation for the new hires & existing staff
  • Conduct refresher trainings, mock calls & audits to improve quality of calls taken
  • Identify and define specific training needs based on call monitoring and quality audit reports
  • Conduct the pre; mid & post training evaluations and publish reports in a timely manner
  • Map performance over the monitoring time period and project the team and process status
  • Ensure that voice metrics of the team & process assigned improves as a whole as per the set standards.

Machine minder

Greencore
Carlyon Rd, Atherstone CV9 1LQ, United Kingdom
01.2024 - Current
  • Monitored and adjusted material mix to obtain desired output.
  • Diagnosed equipment issues by analysing error messages and testing results.
  • Checked output to spot machine-related faults or flaws.
  • Owned safe and timely setup and running of machinery.
  • Diagnosed machine malfunctions by reviewing error codes, inspecting components and testing systems.
  • Performed mechanical tasks to correctly operate machinery and act as first level maintenance.
  • Calibrated machine components to adjust speed and keep operations running smoothly.
  • Liaised with team leaders to coordinate production targets and address output challenges.
  • Completed work orders and logs to indicate work done during shift.

Education

Skills

  • Customer focus and relationship management
  • Excellent in presentation, interpersonal skills and Motivation skills
  • Focused on achieving desired results for the organization
  • Ability to learn fast and absorb new things
  • Willing to accept responsibilities
  • Strong people management and Analytical skills
  • Leadership
  • Time management
  • Problem-solving
  • Communication skills
  • Marketing
  • Team building

Personal Information

  • Passport Number: M2606154
  • Date of birth: 08/01/1981

Timeline

Machine minder

Greencore
01.2024 - Current

MANAGER

GeeksTechnoTrend
01.2019 - 09.2023

Manager

IBU Technologies
01.2018 - 01.2019

Manager (Technical Sales & Digital Marketing)

MyGeeksWorld
01.2014 - 01.2018

Sutherland Global Services
01.2013 - 01.2014

Team Leader

Tech live connect
01.2011 - 01.2013

Quality Analyst

Allsec Technologoes
01.2007 - 01.2011

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Hariharan Ashokan