VERGHIS VELLAKOTTU
Wallaceville, ,Upper Hutt
Summary
A talented leader with 16 years of expertise in Sales and Customer Relationship Management, Stakeholder Management, and Service Delivery. Proven track record of setting up new businesses and projects across multiple domains, that required complex delivery projects and problem-solving.
- Extensive experience in leading retail, contact center, online messaging, and in-home teams.
- I have the skills to negotiate product requirements and boost the customer experience by delivering top-notch services efficiently and cost-effectively.
- Experience in identifying key business opportunities, and crafting and executing strategic plans to attract potential customers.
- Strong decision-making and problem-solving skills.
Overview
17
17
years of professional experience
Work History
Manager
Spark
08.2021 - Current
- Ensure Spark’s service levels are aligned with customers’ requirements and expectations, ensuring the highest service delivery level
- Responsible for managing the day-to-day operations of the Home Base – this is a Retail Store, In-Home tech, Messaging, and Contact Centre
- Responsible for ensuring risk, data management, and privacy framework is adhered to across all areas of services by meeting all operational standards, thus ensuring top-notch service delivery
- Analysing the current business trend, and working collaboratively with internal departments and stakeholders, by incorporating feedback and operational updates when appropriate
- Implement innovative measures and proactively share knowledge and expertise to support a continuous service improvement, customer satisfaction, and learning culture
- Apply an analytical, data-driven approach to identify business problems and opportunities such as seasonal trends, product preferences, and customer behavior
- Preparing reports to analyze business performance, evaluate risks, identify improvement areas, and develop opportunities
- Managing daily operations, recruiting, and scheduling employees, training and evaluating employees, and following up on work results.
Manager
EXL
11.2009 - 06.2017
- Prepared and implemented daily operational plans to set the process and team up for success and meet demand and target
- Prepared business process mapping forecasted the requirements and designed the solutions to transition or complete the process within the agreed timelines
- Coordinated smooth, efficient, and consistent service delivery for monthly/quarterly/annual closures; administered the closing process, resulting in smooth and easy closure of month and quarter-end activities
- Held associates accountable for meeting established operational guidelines, brand standards, customer service expectations, and company policies
- Delivering presentations and producing reports to the management and clients on a timely basis to explain the implemented strategies
- Generating daily & monthly MIS reports and handling weekly & daily process & performance-related conference calls with clients
- Prepared business cases for gaining new businesses (outsourcing) from existing clients
- Conducting the performance appraisal including conduct & capability management and recommending promotions
- Interviewed, hired, and trained new employees to elevate team performance and knowledge base
- Increased employee job satisfaction with hands-on, motivational approaches.
Team Leader
Capita
09.2006 - 10.2009
- Managed daily tasks consistently and sought opportunities to exceed requirements and support business targets
- Monitored processes and recommended methods for improvement
- Developed project plans with goals and timelines for the smooth completion of the project/work
- Established, scheduled, coordinated, and supervised process testing and implemented corrective actions
- Completed all required paperwork/documentation/MIS within anticipated timeframes for the management and client review
- Reviewed activities regularly to identify opportunities for improvement for the smooth completion of the assignments.
Education
Master of Applied Management -
Nelson Marlborough Institute of Technology
Nelson, NZ2020
Master of Business Administration -
Madurai Kamaraj University
Mumbai2009
Skills
- Account Management
- Customer Relationship Management
- Process Improvement
- Sales Management
- Staff Development & Training
- Team Leadership
Timeline
Manager
Spark
08.2021 - Current
Manager
EXL
11.2009 - 06.2017
Team Leader
Capita
09.2006 - 10.2009
Master of Applied Management -
Nelson Marlborough Institute of Technology
Master of Business Administration -
Madurai Kamaraj University
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