Arunkumar Ramakrishnan

Lead contact center service delivery of global telecom customers. Managed an annual operating budget of $21M, responsible for staffing, workforce management, scheduling, strategic planning, technology roadmaps, vendor management, data analytics, RFPs and contract negotiations

• Supported various functions/departments including Order management, Number Porting, Customer Service, Billing and Fulfillment functions, responsibility includes transition planning, knowledge transfer and journey to steady state operations.
• Cost per transaction reduced by 31% within 3 quarters by improving scheduling efficiency and performance management
• Supported initiatives to improve customer sales by 12% contributing over $16M in revenue.

Lead BPO global operations with focused expertise in government programs, including Medicare Advantage, Medicare Part D, and Managed Medicaid plans services through recently acquired third party administer TMG Health.

• Led transition process of constituent and ancillary services to new offshore operation teams residing in India and Philippines
• Coordinated staffing requirements and established process review to effectively launch and stabilize operational performance
• Directed transformational team for call center working with TMG operational leadership in order to identify and enhance current processes.
• Added new automation procedures for operational leadership, which drove efficiency and reduced operational costs
• Partnered with key vendors to enhance system tools used in call center operations in order to drive higher value and utilization of workforce
• Executed right sizing through thorough understanding of staffing, SLA, volume metrics to ensure post merger margins were exceeded by ~30%
• Appeals and Grievances workforce repurposed as result of automation and web forms introduction, ~1.1M
• Lead modernization of contact center operations helped reduce operational cost by ~6.8M

Spearheaded automation led transformations in Contact Center, F&A, Airlines and Hospitality. Responsible for Sales & Delivery in North America with global operations supporting SDLC. Program/Project Management, P&L, Strategic planning, Data analytics, Consulting, Partnership management and Contract negotiations

• Responsible for the growth & expansion of the automation practice specialized in Contact center, F&A, Airlines, Healthcare and Hospitality industry
• Lead customer & agent experience improvement projects involving Virtual assist, Chatbots and contact center modernization
• Revamped process detail design phase to reduced SDLC time to market by 2 weeks
• Process Mining, NLU, NLP and Analytics levers were utilized further to enhance velocity of growth rate of portfolio within specified markets
• Explored unchartered territories to find unique and high ROI use cases contributing to over 25% of overall growth.
• Lead and supported the practice growth to >300% in 2020
• Spearhead transformation projects with industry leading automation solutions improving their efficiency and realized benefits of ~$134M
• Created various GTM solutions for T&H
• Awarded as Innovative Leader 2020 of Travel portfolio in North America

Lead a large third party BPO contact center operations in Mumbai & Chennai, added responsibility to expand operations globally to tier 3/2 cities in Philippines, Malaysia, United States, Bulgaria, which involved client onboarding and transition of all contact center operations, recruiting, training all new staff and implementing contact center core technologies

• Contact center operations expansion, including site selection, design, layout, talent acquisition, and procurement of core technologies, including IP telephony, interactive voice response systems, call recording, and workforce management solutions
• Authored policies and procedures that aligned with contact center objectives and new technologies
• Serve as primary liaison for executive, senior technical and project management teams to balance and align business and IT strategies, business processes, service delivery, and process automation.
• Responsible for over ~1000+ employees with employee satisfaction over 93%
• Lead speech analytics project with soaring NPS improvement of 2.4% through proactive customer connect
• Designed and developed strategy of revenue share model on GTM solutions contributed over ~$11M/yr
• Responsible for ~$45M generated by providing world class contact center services