Venkateshwari Saravanan

H2, Aashiana Apartments, Venus colony 2nd cross street, Alwarpet, Chennai 600018
Mail: venks7279@yahoo.com, Mobile:9820204040

A dynamic offering 12 years of experience and skilled in all activities related to conceptualization,
identifying, evaluating and implementing various Customer Service Delivery Operations and achieving
organizational goals. Driving Change and implementing Process enhancements, created continuous
stream of innovative solutions for projects handled.

~ Most promising New comer award- 2018 @ Boonbox

~ Above & Beyond Call of Duty (ABCD) award in 2009, 2008, 2007, 2005 at Vodafone ~
~ Received “Best Super Performer” award for two consecutive Quarters in 2003 -Vodafone~
~Vodafone Certified Trainer~
~ Received “Best Product Knowledge” & “Best Quality” award in 2003- Vodafone ~
~ Best Student of the college for 1999 – 2000 ~
~ 1st Rank Holder of the college in BSc in the year 2000~

Key strengths include:

Process Excellence Quick Learner Analytical Skills

Customer Centric Highly Self motivated Creative solutions
Conceptualizing & creation 0f SOP Cost – Reducing Measures Short – Long term Forecasting
Goal Oriented Multi-tasking Focused & Optimistic

Career Path:

Volunteering service June 2016 till date

Kids activity Centre Dec 13 to Apr 15 Enterpreneurship
Service Excellence & Process consultant Mar-11 to Aug 2013 Independent Consultant
Ops Support Mngr-Enterprise Serv Aug-09 to Feb-11 Vodafone Essar Limited
Asst. Manager Nov-06 to Jul 09 Vodafone Essar Limited
Team Leader Mar-05 to Oct-06 Hutchison Essar
Team Coach Apr-04 to Feb-05 Hutchison Max
Customer Service Executive Nov-02 to Mar-04 Hutchison Max

October 2018 till Date Customer Experience Manager Inthree Access Services Pvt Lt

June 2016 till Sep 2018 Volunteering Services

Dec 2013 to Apr 2015
March 2011 till Aug 2013
Projects handled
 Childline
 Chennai Voluteers
Venky’s Joy of Learning ( Entrepreneurship )
 Little scientist winter/ summer camp
 Speech, Elocution and Drama classes
Service Excellence and Process consultant -Independent Consultant
 Hindustan Unilever Ltd – ( Oct 2011 to Aug 2013 )
o Relaunching the Consumer Engagement Centre (CEC) and
spearheading movement of CEC from Delhi to Mumbai.
o Increasing Consumer Connects at CEC
o Creating and Implementing SOPs to be followed at each level of
Consumer interaction.
o Implementing and achieving the Consumer Satisfaction survey
model.
o Create visibility and develop the potential usage of the engagement
centre among the Brand and the R&D team of each business
category.

Nov-2002 till Feb
2011
Aug 2009 till Feb 2011
May 2008 – July 2009 : Assistant Manager – Corporate Service Team
July 2007 to April 2008
Key Responsibilities :
Nov 2006 to June 2007
June 2006 to Oct 2006
Key Responsibilities
o Developing the Knowledge base system.
o Identifying and drafting CRM requirements to fit in the process
requirements for CEC, Brand and R&D team.
o Analysing Complaint, enquiries and feedback trend for Each
Category and arriving at a model to resolve and share the resolution
with the consumer.
 PaceSetters – (Aug 2011 to Dec 2011)
o Project deliverables -Customer centricity training for ICICI
collection process executives.
 Birla Sunlife Insurance – ( March 2011 to Dec 2011 )
Project deliverables
o Quality Analysis for all customer interactions.
o Arriving at a scoring model to assess Quality of interaction at all
levels of Customer Life cycle.
Vodafone-Essar Ltd. Mumbai
Ops Support Manager – Enterprise Service Team
 Auditing Compliance to all Process Norms.
 Service Partner Management .
 Corporate Call Centre Operations
 Project Management : Coordination with the Central team in designing of
SOP’s for Enterprise Service Team
 Leading the Complaints team for Enterprise customers.
 Process Management -Streamlining of processes with key stake holders -
Activation team, Credits and Collections, Networks & other customer
impacting teams within the system.
 Reduction of Cost to Serve for Enterprise Subs through Process changes
and Complaint reduction.
Assistant Manager – Platinum and Gold Service Team
 Effective utilization of resources to meet Service Level Agreements.
 Work Flow and Roster Management.
 Analyze trends to derive Volume forecasts.
 Effectively prioritize and interlace jobs to meet functional demands.
 Promote excellent customer service, quality and excellence amongst team
members by giving constant feedbacks.
Assistant Manager Service Partner Management
Team Lead – Service Partner Management
 Guiding, motivating and mentoring Service Partner Teams to ensure set
targets are achieved.
 Capacity Planning from the stage of hiring new agents , Training , Training
rooms and seat utilization
 Auditing Trainers and Training MIS and modules maintained by Service
Partner Trainers to ensure compliance with National Training norms.
 Setting need – based Audits of critical process and Customer interactions
to be followed by the Vendor CRM and MIS team.
  Identifying process enhancement opportunities and training needs.

Sep 2005 to May 2006
May 2005 to Aug 2005 Team
Team Leader – Network Complaints team (Back office )
 Startup – Setting up a Network Complaints Team
 Documenting and Creating SOPs
Leader – Project Hutch Mail
 Startup – Setting up a centralized service team for DATA services.
 Documenting and Creating SOPs

Mar’ 2005 to April 2005 Team Leader – In-house Service Team (Orange Care )
April 2004 to Feb 2005 Team Coach – In-house Service Team

Nov 2002 to Mar 2004 Executive – Back office

Trainings Attended

 Grid Leadership
 Outbound Training – Destination Outdoors
 Effective Leadership - Door
 Customer and I – Prakash Rohera
 Train the Trainer – Mike Davis
 Presentation skills
 Creative Thinking and Problem Solving
 Performance Appraisal

Educational Qualifications

Masters in Science - Physics

(G.N.Khalsa College, Mumbai University)

GNIIT program at NIIT

Personal Details

Date of birth: 07th February 1979

Languages Known: English, Hindi, Tamil and Marathi

Constituents
Mother, Father, Husband, Son, Friends, colleagues & Customers
Inspiration – My Father