daniel devadason

* Started my Carrer in 2004 as a call taking agent with US based client and played various roles in the account as Team Lead , Trainer , Group Manager and Account Manager . * Responsibilities as Account Manager : * Managed team’s performance, both service and sales and ensured we met/exceeded client standards. * Consolidate and Integrate individual teams and schedules for effective utilization * Performance reviews with client through WBR, MBR, QBR and annual reviews to report out health of business. * True scaling of org over time not necessarily dependent on human capital increase. * Manage Net Promoter Scores and key deliverable * Continue to increase the return on capital employed- Revenue per Employee or Profit per Employee * Review effectiveness of training and provide feedback to training team(s) * Analyze trends and make strategic changes to enhance effectiveness of associates.

* Managing Customer Care of more than 1000+ clients for payroll and compliance services. * Presenting and “Communicating” value in the product and service to the customer. * Mentoring a large team of client communication professionals. * Maintaining high customer satisfaction levels through efficient incident management. * Measurement of customer satisfaction – First Time Right, Average Handle Time. Accomplishments: Started and developed call center for inbound HRM support from ground up to developing infrastructure, hiring, training, process and procedures, CRM development and QA. Setting up CRM system – Siebel to receive, track and respond to tickets. Ensuring all tickets is closed on time with no compromise to quality. Consistently improved operational efficiencies & changed the working model of Service Delivery teams from a “Just do it mode” to a process oriented mode.