Neelesh B Mattam

About Neelesh B Mattam

Steering TE Connectivity\'s customer service to new heights, my role as Senior Manager encompasses managing ~180 FTEs and delivering ~2.7 million transactions annually with precision. We focus on \"Effortless Customer Experience,\" which is the bedrock of our substantial service delivery across APAC, EMEA, and the US. Our team\'s dedication to operational excellence has significantly expedited revenue recognition and enhanced efficiency across eight diverse business units. With a master black belt in Lean & Six Sigma and expertise in business solutions and transitions, my approach is grounded in continuous improvement and process excellence. Collaborating with industry-leading distributors, we have achieved remarkable customer service levels and increased revenue through strategic management of key accounts. Our success is a testament to a strong commitment to quality and a relentless drive to innovate within the customer service landscape.

Experience

1. Senior Manager

   TE Connectivity

   Jun 2020 — Present · Bengaluru, IN

   Handling Strong ~ 180 FTE’s and 15 Team Leaders working globally (APAC, EMEA & US)and 8 Business Units for customer Service (Order Fulfillment, Backlog Mgmt & Distributor Support processes). Drive“Effortless Customer Experience” across customer service. Grow India Shared Service center, Drive faster recognition of Revenue and improve efficiency and effectiveness across the teams. Key Roles & Responsibilities :Managing and Delivering ~ 2.7 MN transactions / yr for 8 different Business Units for Order Fulfillment teams with exemplary accuracy and Timelines.Deliver Excellent customer Service & manage all the Gold and Platinum distributors for Channel Business Unit and drive CES,FCR & MCP revenue for the company.Reduce the Backlog Orders on Purchase Orders /Unconfirmed orders & maintain them below the said targets and impact on the faster bookings and delivery of the products to the end customer.Drive Best in class performance and projects of Process improvements with TEOA methodology and reduce the cost per transaction.Manage 40 Plus Stake Holders across the teams and present in the Monthly & Quarterly Business reviews with all of them.Attrition management - Current below 15% through grooming sessions and Redeployment of employees to higher aspirational roles.Create a GLOBAL EXCELLENCE CENTER in India and Grow to~ 500 employees by the end of 2025.Manage Cost Centers, Hiring and New Transitions, Cost Center set up and Agreements for New Business line additions in the shared service center.Develop & coach employees on Leadership Skills. Top 1 – 3 Accomplishments Created Capabilities Presentation and Grew India Shared Service center from 69 employees to 102 employees for Order Fulfillment teams and added multiple leadership roles.Exceeded KPI’s for all teams – Accuracy 99.93 %, CES – 1.38 (Best in Class) & Below 8% on Backlog Orders “0” Attrition Rate \"0\" for 3 Years within the Leadership team and Less than 15% at a consultant level

Education

• Osmania University

  Bachelor’s Degree

  1997 — 2000

• Anexas Denmark

  Master Black Belt

  2014 — 2014