Beetex Sundaram

Customer Operations Lead at Vodafone - Qatar

• Qatar - Doha
• February 2009 to May 2019

Customer Care Operation Partner Management, Resourcing & On-boarding (Managing Partners, Outsource Team members, Care Readiness for launches, Budget, Resourcing & On-boarding contractors and outsourcing staff and Digital/Social Media Support for the entire Vodafone products and services.

Key Deliverables:
- Created and executed a customer experience strategy to deliver outstanding customer experience. Held responsible for maintaining a customer-centric approach, addressing customers, and attaining customer delight and high compliance scores.
- Ensured active response to customers' concerns, issues, questions, and resolution. Act as a focal point for all the customer conversations and optimise the first response time for customer support.
- Articulated the customer journey during the product launches for consumer and enterprise segments.
- Contributed to developing the commission structure for telesales, retention and upselling teams while ensuring all the attributes were considered before launching the outbound teams.
- Steered the operational KPIs such as first contact resolution (FCR), NPS and first-time fix by executing mini projects and workshops.
- Entrusted with the overall accountability of developing and rolling out the knowledge base tool (HAKIM) to help FCR and problem resolution whilst improving the AHT and shortening the learning curves used across care and retail channel.
- Played a significant role in rolling out the CTI (predictive dialler), Chat Platform and Chat Bot while optimising the current gamification tool to drive performance and enhance the digital experience.
- Built the new contact centres at offshore and onshore sites, in progress with the RFP Projects.
Administered the entire set-up (technical, commercial, legal, and operational).
- Met and fulfilled the enterprise-wide needs for due diligence, risk assessment and continuing vendor monitoring.
- Assisted in and drove the complete vendor processes and methods to approve vendors.
Steered various activities, such as recruiting, testing, and interviewing programs, counselling managers on candidate selection, conducting and analyzing exit interviews, and recommending changes to administer the overall staff.
- Chaired orientation and training programs to prepare the employees for the assignments.
- Actively responded to hearing and resolving employee grievances and advised the employees and supervisors.
- Looked after the outsourcing FTEs budget/salary & any related to the staff cost (Overtime, FTE Management Cost & Etc). Addressed and reimbursed the monthly payments for all the vendors & other payments within the COPs operational expenditure.
- Discovered top performers and potentials by leading the rewarding program “GLOW” for the customer ops department.
- Organized and steered the event from start to finish according to requirements, target audience, and objectives.
- Supported the Vodafone Qatar customer care performance by setting up rewarding programs by ranking top across the other OpCos in the Vodafone group.
- Organized and led effective soft skill workshops e.g. how to build better relationships with customers, how to be empowered, time management, career pathing etc, with the L&D team
- Scaled the team morale to a high standard by chairing and introducing the various people engagement programmes