Gopi Nathan Ks
Ico Data & Ci & d - Manager @Genpact
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WORK HISTORY
Ico Data & Ci & d - Manager @Genpact
IN
EDUCATION
St. Joseph's High School
Wesley College, Business/Commerce, General
ABOUT GOPI NATHAN KS
Qualified professional with experience in managing various process improvement projects & driving operational excellence initiatives with respect to cost, resource deployment, time over-runs & quality compliance• Expertise in ensuring to adherence to quality assurance policies & procedures; expertise in maintaining documentation, interacting with leadership & clients on a global basis and executing multiple projects• Successfully initiated knowledge sharing plans (product / process) across team, identified defects & created effective action plan; led to reduction in TAT in resolution of complaints & improving customer experience• Extensive knowledge of CMS (Call Management System), SAP (System Application Program) and CRM (Customer Relationships Management); generated reports using CMS; skilled in managing operations, focusing on maximizing customer satisfaction & process compliance• Delivered high-quality customer experience by adhering to SLAs & Work Processes; skilled in Project Management, Process Transitions, Problem Management, Product Management/Adoption, Sales/Hour Target Achievement, Backlog Reduction, AHT & Call Quality Monitoring• Effective leader with capabilities in recruiting, training & motivating a large workforce for accomplishing greater operational efficiency & high-resolution rate in accordance with SLAs and work processes
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