Saravanakumar Velayutham
Dallas,TX
Summary
As a technology senior leader with over 18 years of experience, Specialize in delivering enterprise-scale solutions and cultivating high-performing, diverse teams. Track record speaks volumes, demonstrating a consistent ability to drive digital transformation, shape technology strategy, and provide thought leadership within the industry. Excel in leading change initiatives, forging strong partnerships, influencing stakeholders, and consistently delivering tangible business value. Expertise extends to solving complex customer problems, executing strategic objectives, and harnessing the full potential of individuals through a servant leadership approach. Take pride in role in managing engagement strategies and developing and monitoring engagement metrics that directly contribute to the company's sales performance.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Lead for Gen AI, Collections/Recovery NA
Citigroup – Gen AI Back Office Operations, Collections/Recovery, Risk & Conversational AI (TATA Consultancy Services)
07.2017 - Current
- Led implementation of Generation AI (Gen AI) strategies within Citi Back Office Core Operations, focusing on key areas such as Customer Communication, Collections, Frauds/Disputes, and Customer Servicing
- Utilization of IVR, Softphone, Smart Search, Chat, Chatbot, Live Agent, and Knowledge Management systems to optimize customer interactions and support efficient operations
- Led strategic initiative involving development of desktop application for card Collections across multiple brands and interfacing with Citi Retail Services
- This initiative integrates with various applications and hosts to provide real-time information to agents, enhancing customer service during calls for delinquent accounts
- Recovery services form cornerstone of operations for North America, managing charged-off accounts across diverse portfolios including CBNA, CRS, Citi Brands (Bank Cards, Business Cards, Ready Credit, Costco, Macy’s, Power Sports), Citi Home Equity, and Citi Mortgage, among others
- Continuous monitoring and identification of RISKS are prioritized
- All surveyed institutions maintain open structure and clear processes for risk identification, utilizing Citi in-house tools.
Delivery Manager
Citigroup Customer Communication (TATA Consultancy Services)
01.2014 - 06.2017
- Collaborated extensively across the enterprise and formed strategic partnerships with Gartner to develop a robust technology strategy and roadmap
- Resultantly, we modernized our customer communication system, empowering business users to design and deliver highly personalized, consistent, and compliant communications, thereby optimizing customer journeys
- Implemented a versatile management software platform enabling the creation, personalization, and delivery of customer communications across various channels such as mobile, email, and SMS, ensuring ultra-personalized content reaches customers anytime, anywhere.
Group Manager
Citigroup Contact Center Applications (TATA Consultancy Services)
09.2011 - 12.2013
- Customer servicing application & ESB - Middleware application (TIBCO) - Review the Status of the project and ensure Corrective Measures are Implemented as required Study and Monitor the entire Application/Project Management Process and procedures, Identifying areas for Improvements and Implementing the same communication effort.
Project Manager /Scrum Master
Citigroup Universal Collections Desktop (TATA Consultancy Services)
06.2010 - 08.2011
- Universal Collection Desktop concept of debt restructuring is to provide the customer with options for servicing their entire debt in one consolidated communication effort.
Project Leader
Citigroup Financial (TATA Consultancy Services)
09.2009 - 05.2010
- The primary business of CFNA is consumer lending and it deals with consumer loans, in the sub-prime market segment.
Designer / Developer
Citigroup Sawgrass (TATA Consultancy Services)
10.2007 - 08.2009
- Flagship program that will employ Chordiant framework to reengineer the current Citi Cards operational processes supporting Customer Service, Collections, and Credit Operations
Developer
Citigroup API Drivers (TATA Consultancy Services)
10.2006 - 09.2007
- Sawgrass Testing – Web project used by Citi Cards-Sawgrass testing team to verify the back-end data displayed in the front-end.
Developer
Citigroup Web Solutions (TATA Consultancy Services)
08.2005 - 09.2006
- Project Metrics Issue Log” Web project used internally by Citi Cards to control project metrics like estimation, invoices, and inventory of Citi Projects.
Developer
GE Penske (iGate Global Solutions)
05.2004 - 07.2005
- GE Penske Truck Leasing / Rental Contracts are made through this Web Application by customer/agent.
Education
Master of Computer Applications -
Mepco Schlenk Engineering College, Madurai Kamaraj University, India
Tamil04.2003
Bachelor of Commerce -
Sourashtra College, Madurai Kamaraj University, India
04.2000
Skills
- Proficient in Java, Python C, and C
- Confluence, JIRA, SPLUNK, Atternity, AppDynamics
- Hands-on experience with SQL Server, Oracle, MongoDB, and MS Access
- Python, Machine Learning, NLP, Kore ai, Xceptor, Azure AI, Java, Struts, JSF, Tensor Flow, Kafka, Hadoop, VB, Windows, SharePoint, XML Angular JS, AppDynamics, Splunk, Jenkins and JSON
- Experienced in JavaScript, VB Script, and jQuery library
Accomplishments
Fill later
Additional Information
"Leadership is solving problems" and "Have a vision, empower people, and lead" encapsulate my guiding principles, driving my commitment to making a meaningful impact in the community. I actively engage in technology, particularly in the realm of AI, and dedicate my time to volunteering at TCS Talent Management. Additionally, I have a passion for cooking and prioritize daily habits such as meditation and strengthening exercises. In my leisure time, I enjoy playing volleyball and cricket, fostering a well-rounded lifestyle.
Certification
Java
Timeline
Lead for Gen AI, Collections/Recovery NA
Citigroup – Gen AI Back Office Operations, Collections/Recovery, Risk & Conversational AI (TATA Consultancy Services)
07.2017 - Current
Delivery Manager
Citigroup Customer Communication (TATA Consultancy Services)
01.2014 - 06.2017
Group Manager
Citigroup Contact Center Applications (TATA Consultancy Services)
09.2011 - 12.2013
Project Manager /Scrum Master
Citigroup Universal Collections Desktop (TATA Consultancy Services)
06.2010 - 08.2011
Project Leader
Citigroup Financial (TATA Consultancy Services)
09.2009 - 05.2010
Designer / Developer
Citigroup Sawgrass (TATA Consultancy Services)
10.2007 - 08.2009
Developer
Citigroup API Drivers (TATA Consultancy Services)
10.2006 - 09.2007
Developer
Citigroup Web Solutions (TATA Consultancy Services)
08.2005 - 09.2006
Developer
GE Penske (iGate Global Solutions)
05.2004 - 07.2005
Master of Computer Applications -
Mepco Schlenk Engineering College, Madurai Kamaraj University, India
Bachelor of Commerce -
Sourashtra College, Madurai Kamaraj University, India
Java
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