Gaurav Ghodewar

About Gaurav Ghodewar

Overall 20 Years of Work experience in ITES - BPO Industry - Customer Service Veritical• ITES / BPO – Business Development & Customer Service Business Solutions Designing• Project Implementation Lead, Drive Project Management & Transitions for CS & CX processes - Experience encompasses implementing & running CS via Contact Center Channels in 144 countries in 57 Languages• Change Management Projects: Revenue Optimization, Cost Reduction & QoS improvement • Client & Account Management - RFI, RFP, REOI Workflows, SOW & Contractual Negotiations• CS Operational Cost P&L management, Commercial modeling• VAS Revenue generation from implementing projects for Up selling, Cross selling, Web selling • CS, CX & CSAT Improvement positive impact to VOCs & Internal Stakeholders• Global BPO Voice & Non Voice Operations spanning 144 countries in 57 languages via Outsource & Inhouse Contact Centers • Customer Grievance Management, Complaint Management & Customer incident management • Explore and innovate with emerging technologies: ChatBOT, EmailBOT, Automated Call Back IVR, VoiceBOTs, Voice Assistant, Mobile Apps, Click-To-Talk, Automation via Webforms• Relationship Management & Networking skills resulting in immediate or future Business• Lead & Manage Multi-Cultural and Geographically diverse Teams to achieve: VAS Sales, Project transitions, customer service & customer experience operations in multiple countries• Set-up, Drive & Delivery Business critical service levels, contract terms & compliance in BPO operations. Superior communication skills, easily interacts with executives, clients & staff• Technically proficient in Productivity Suits, Business operation set-ups, Project Management Tools, BPO IT components & Telecom (Cloud Telecom, MPLS, PSTN, ISDN, VOIP platforms)• Trained & Operational achievements using LEAN, KAIZEN & SIX SIGMA methodologies • Trained in industry specific Project & Operational quality measurement & management tools, WFM Tools etc. Hands on experience in implementing ISO 9001:2008 for Quality Management System & ISO 27001:2013 for Information Security Management System

Experience

1. Senior General Manager

   VFS Global

   Jan 2022 — Present · Mumbai, IN

   Lead Global Customer Service Operations via Contact Center Channels. Customer Service Solutions for RFP/RPI, Project Management, BAU Operations Goverence, Contract Complaince, Training & Quality, Audits, Cost P&L & Revenue vis Contact Center Channels.

Education

• University of Mumbai

  Bachelor of Commerce (B.Com.), Business Management and Accounting

  1986 — 2002

Skills

• Team Management
• Transition Management
• Bpo
• Outsourcing
• Process Improvement
• Project Planning
• Operations Management
• Six Sigma
• Budgets
• Leadership
• Business Process Outsourcing (Bpo)
• Performance Management
• Crm
• Service Delivery
• Management
• Process Excellence
• Mis
• Project Management
• Call Centers
• Project Delivery
• Business Process
• Sla
• Vendor Management