Praveen Bharadwaj

Working as Service Delivery Manager for Video and Apps platform, supporting global processes/Programs across verticals and responsible for maintaining a clean noiseless delivery operation through Engagement, Partnering and collaborating with regional leaders, Teams and Clients. Coordinated among multiple external stakeholders to gain consensus on major project milestones and prioritization goals. Implemented client feedback programs, identifying opportunities for service enhancements and driving continuous improvement efforts. Managed global operations and client interactions, ensuring delivery aligned with SLAs. Oversaw a $450M operation with 700+ headcount, focusing on Content Moderation & Safety. Led 17 major incubation projects with global impact and implemented standardized processes.

Key Contributions:

• Drove $150M in high-value projects and achieved $100M in cost reductions through fraud prevention and process improvements.
• Reduced people attrition to 15% annually and achieved 90% employee satisfaction.
• People Attrition reduced to 15% Annualized, Employee Satisfaction Survey achieved at 90%

• Effectively managed the Incubation Projects
• Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
• Improved service quality to 98%, addressing client concerns promptly and professionally.
• Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
• Established a culture of continuous improvement, encouraging team members to share ideas for process enhancements.

Key Achievements:

• Secured $75M in annual revenue through successful RFP responses.
• Achieved multimillion-dollar spend reduction by scaling projects and transitioning processes with minimal quality impact.

• Collaborated with cross-functional teams to address root causes of quality issues, resulting in improved processes and products.
• Reduced customer complaints by identifying areas for improvement and initiating corrective actions.
• Developed quality policies, procedures, and work instructions tailored to the specific needs of the organization.
• Communicated effectively with customers regarding their concerns or inquiries related to product quality or safety.

Key Achievements:

• Project Managed 22 Projects with Global impacts and reducing costs to clients and Revenue generation to my Company
• Completed Error Reduction project by improving quality by 33%
• Project Managed Global Innovation Projects involving high value process improvement projects - through which the team recorded over 100+ mil Savings
• Established a new site for a workflow in Austin involving 100 team members and 4 Ops Leads - supported by a site lead

• Directed process improvements and business transformation for healthcare clients.
• Standardize the process
• Drive efficiency across locations

Key Achievements:

• Delivered $12M in credit savings for Aetna and achieved Gen 4 Certification for Accounts Receivables.

• Designed comprehensive training programs for employees on newly implemented systems or processes, promoting seamless adoption.
• Assessed the potential impact of regulatory changes on company operations, providing recommendations for proactive adjustments.
• Developed Sentiment Analysis Process
• Developed Dynamic Dashboard - Realtime Analytics for Cost of Dissatisfaction project
• Saved $2.5 mil Duplication cost on Returns of systesm

• Managed multiple projects concurrently, ensuring timely completion within budget constraints.
• Developed training programs to enhance the analytical skills of team members and improve overall departmental performance.
• Conducted regular audits of analytical models to ensure accuracy and reliability of results produced.

• Implemented innovative problem-solving techniques to resolve complex issues, improving project outcomes significantly.
• Managed effectively the most complex Process for Corporate and Federal Process on Order to Cash
• Developed a Master VSM process for Customer Order life cycle
• Completed a Six Sigma Project on Escalation Management and reduced the Order cancellations and increased Revenue by 18%
• Enhanced team performance by implementing effective communication strategies and promoting collaboration among members.
• Developed comprehensive training programs, resulting in improved skill sets and job satisfaction among team members.