Hariharan R.
Global Service Delivery Leader | Driving CX Transformation & Digital Innovation | Expert in Contact Center Operations, AI-Driven Automation & Revenue Growth | Proven Track Record Across McAfee & Lenovo
- Role
- Head - Global Consumer Services at McAfee
- Location
- Bengaluru, KA, IN
- LinkedIn followers
- 500 followers
About Hariharan R.
I am a global service delivery and customer experience leader with 24+ years of expertise…
Experience
Head - Global Consumer Services
Jul 2018 — Present
Lead global consumer services across North America, EMEA, and APAC, directing professionals to deliver seamless technical support and customer care across McAfee’s multi-product portfolio.• Drove a 50% reduction in operating expenses ($32M to $16M) over six years through automation, efficiency programs, and digital-first operations.• Delivered industry-leading SLAs and Overall Service Experience benchmarks across 8 global outsourced sites, improving engagement and consistency.• Generated $10M incremental revenue in 2024 through targeted cross-sell and upsell initiatives within technical support, boosting profitability of the consumer segment.• Spearheaded AI-driven customer experience transformation, including Salesforce + AWS Connect migration, chatbot deployment, and predictive analytics, reducing assisted contacts by 50% and improving CSAT by 15 points.• Orchestrated end-to-end CRM transitions (Siebel → OEC → Salesforce), ensuring agile, API-first workflows aligned with product and engineering teams. Specialties: Global Service Delivery Leadership, Customer Experience Transformation (CX), Contact Center Operations Management, P&L & Cost Optimization, Digital & Cloud Transformation, AI & Automation in Service Operations, Revenue Growth through Cross-Sell & Upsell, Multicultural Team Leadership (Global/Regional), Strategic Partner & Vendor Management, Customer Retention & Loyalty Programs, SLA & KPI Governance, Omnichannel Contact Center Solutions, CRM Platforms (Salesforce, OEC, Siebel), Cloud Platforms (AWS Connect, Genesys, Avaya, NICE), Predictive Analytics & Data-Driven Decision Making, Service Workflow & Process Optimization, Warranty Cost Reduction Strategies, Premier/Enterprise Support Services Setup, Change Management & Talent Development, ITIL & Six Sigma Methodologies
Education
Bangalore University
PGDCA, Information Tecnology
1997 — 2000
Dr. C. V. Raman University, Kota Bilaspur
Bachelor’s Degree, Computer Applications
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