Seetha (Seeah) Rajesh

Client: Bloomin' Brands, Inc.

• Led customer support transformation across nine contact centers, migrating from Avaya to AWS Connect.
• Participated in RFP evaluations and authored Statements of Work for CCAAS/UCAAS vendor selection.
• Evaluated service operations, identified gaps, and proposed strategic solutions tailored to business goals.
• Defined business use cases and implementation roadmaps; executed delivery with cross-functional teams.
• Redesigned IVRs, omnichannel structures, and technology capabilities to improve customer experience.
• Collaborated with analytics and design teams to deliver customer-centric, insight-driven solutions.
• Advised on customer-centric metrics, and led change management initiatives to drive adoption.
• Built long-term partnerships with stakeholders across nine departments, and contributed to Accenture’s thought leadership.

• Oversaw the regional buying center and led 65+ relationship managers to exceed KPIs.
• Spearheaded contact center modernization, sales process experimentation.
• Developed business cases and proposals for service optimization and digital enablement.
• Trained and coached teams on customer interaction, time management, and problem-solving.
• Built strong relationships with dealership stakeholders to drive originations and long-term growth.
  

• Managed and developed relationship managers and coaches to maximize performance.
• Led recruiting, onboarding, and career development initiatives.
• Analyzed operational data to identify performance gaps and implement solutions.
• Fostered team collaboration through transparent communication, and regular coaching.
  

• Cultivated strong client relationships through regular communication and personalized support.
• Analyzed client needs and provided tailored financial solutions to enhance satisfaction.
• Resolved client inquiries promptly, maintaining high standards of customer service.
• Developed and maintained comprehensive knowledge of products and industry trends.