Ganesh Thangaramu
Senior Customer Experience Professional, Product Support, Customer obsessed Design thinking Practitioner
- Role
- Senior Manager, Customer Care at Genesys
- Location
- Chennai, TN, IN
- LinkedIn followers
- 500 followers
About Ganesh Thangaramu
Customer/Product support professional with 17 years of work experience in the Management & services industry, managing local and global teams.
Experience
Senior Manager, Customer Care
Apr 2020 — Present
Lead the team offering product support for premise and cloud CX customers in India. Hiring, Ramping and development of niche skilled analysts into SMEs. Manage customer/Partner experience, Business KPIs.Team provides expert assistance to analysts across APAC. Escalation Management, resolution and reduction. Quality Monitoring. Operational Risk Monitoring & mitigation.Perform Training need Analysis, Mentorship, buddy programs to level up skill levels.Work on continuous improvement of Processes to enhance CX/CEI (Customer Experience Index)/ NPS.
Education
Santhome Higher Secondary School Chennai
HSLC, Computer Science
2000 — 2002
Great Lakes Institute of Management
Manager Developement Program, People & Business Management
2017 — 2018
Dr MGR Engineering College, Anna University
Bachelor of Engineering, Mechanical Engineering
2002 — 2006
Skills
- Team Management
- Operations Management
- Process Improvement
- Six Sigma
- Service Delivery
- Business Analysis
- Process Management
- Offshoring
- Call Centers
- Bpo
- Management
- Crm
- Contact Centers
- Process Excellence
- Mis
- Workforce Management
- Call Center
- Credit Cards
- Team Leadership
- Business Process Improvement
- Strategy
- Attrition
- Outsourcing
- Leadership
- Business Process
- Business Process Re-Engineering
- Back Office
- Service Quality
- Retail Banking
- Re-Engineering
- Sla
- Transition Management
- Copc
- Project Management
- Vendor Management
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