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John Walter

GlobalStep

•	Heading the India Customer Service & Player Support Team
•	Coordinate internal resources and third parties/vendors for the flawless execution of projects.
•	Ensure that all projects are delivered on-time, within scope and within budget.
•	Assist in the definition of project scope and objectives, involving all relevant stakeholders and ensuring technical feasibility.
•	Ensure resource availability and allocation.
•	Develop a detailed project plan to monitor and track progress.
•	Manage changes to the project scope, project schedule and project costs using appropriate verification techniques.
•	Measure project performance using appropriate tools and techniques.
•	Report and escalate to management as needed.
•	Manage the relationship with the client and all stakeholders.
•	Perform risk management to minimize project risks.
•	Establish and maintain relationships with third parties/vendors.
•	Create and maintain comprehensive project documentation.
•	Meet with clients to take detailed ordering briefs and clarify specific requirements of each project
•	Delegate project tasks based on junior staff members' individual strengths, skill sets and experience levels.
•	Track project performance, specifically to analyze the successful completion of short and long-term goals
•	Meet budgetary objectives and adjust project constraints based on financial analysis.
•	Develop comprehensive project plans to be shared with clients as well as other staff members.
•	Use and continually develop leadership skills.
•	Attend conferences and training as required to maintain proficiency.
•	Perform other related duties as assigned.
•	Develop spreadsheets, diagrams and process maps to document needs.

Manager User Experience

TraceLink

•	Setup the Initial Response Team at TraceLink
•	Oversee the day-to-day activities of technical teams consisting of junior to senior team members
•	Improve knowledge management, customer-centric support, trainings and problem-solving
•	Coordinate improvement programs for global support processes and procedures
•	Identify and manage Operations risks ensuring a successful transition to service
•	Ensure an effective set of performance metrics and service levels are delivered for new services.
•	Participate in end to end stakeholder groups to improve the efficiency of future deliveries and processes.
•	Handle remote agents as well based out of US/UK on Voice, emails, tickets for the Technical Support Team.
•	Conduct structured and timely career pathing conversations with associates  
•	Ensure new Services have a fully developed end to end support structure, including Processes, SLAs, KPIs, & WLAs commensurate with business requirements and priorities.

Manager Customer Service

•	Heading the Customer Service Team 
•	Being a customer ambassador who is passionate about creating amazing experiences for the customers and associates
•	Aid the team in the resolution of customer issues through coaching and development
•	Ensures the team leverages best-in-class tools and training to provide support to customers  
•	Continuously monitors support activity and follows up to ensure service levels and objectives are met  
•	Drives process improvements and develops strategies to continually enhance the quality and efficiency of the team  
•	Prioritizes and manages customer escalations by engaging with customers directly and ensuring appropriate follow up and resolution  
•	Works closely with clients to follow up on feedback provided through NPS (Net Promoter Score) surveys, CSAT surveys & feedbacks received through other methods
•	Partners closely with peers and other internal teams, ensuring a customer focused view is taken always  
•	Promote high levels of engagement by working closely with associates ·Identify training needs of the team and provide relevant coaching
•	Lead the recruitment of best-suited candidates
•	Work closely with stakeholders to build strong rapport and relationship   
•	Drive quality and productivity benchmarks through structured methodologies involving the right set of metrics  
•	Conduct structured and timely career pathing conversations with associates   
•	 Provide strategic planning and execution to enhance cost control, profitability, productivity and efficiency throughout the company's operation function    
•	Manage productivity and drive adequate staffing levels to ensure effective cost management and 
        maintenance of project margins; Ensure effective development and management of operations 
        plan

Customer Service Manager

Capita India

•	Manage a team of 75 to 100 FTE's
•	Drive Performance in the team to meet targets
•	 Manage the daily team activities and ensure the daily operations run smoothly.
•	 Drive Team adherence and manage monthly scheduling.
•	Handle Escalations
•	 Manage key business metrics like SLA's and CSAT
•	 Run reports & conduct a thorough analysis of SLA misses.
•	 Drive Continuous Improvement in the team along with metrics improvement
•	 Generate dashboard and scorecards for the Team for review.
•	Performance management and appraisals for the entire Team.
Present Weekly Reviews to the Management on key deliverables.
•	 One-One with the team and scheduled Monthly Team meetings.
•	 Feedback and Coaching
•	 Knowledge management for the team and quality control
•	 Apply performance management strategies - action plans, BQ planning
•	 Responsible for people/employee career development
•	 Manage Attrition as per process / organization standards

Operations Team Manager

Tata Consultancy Services

Provide holistic and comprehensive NBN Case Management services 
Incident Management for the Project Order to Activate 
Day to day report generation for NBN Case Management team
Ensuring hassle free solution to the client, end users & IT
Meeting SLA set for process Such as Episode NPS, Interaction NPS, Cycle time, TCD.
Process Non-Compliance management 
Weekly and daily review calls with the Client, IT Team, other Telstra Vendors
Coaching and providing feedback to the agents

Process Analyst

Icertis

•	Leading a team of 15 Associate Consultants and Consultants working on L1 Tickets
•	Manage the activities & operations of the various processes of  within Icertis
•	Implementation of Cloud based ERP applications such as Contract, Transport & Fleet Management
•	Manage  transition using Gantt Chart method
•	Data analysis, Reports and Dashboards
•	Responsible for SLAs, Quality and Accuracy of individual Team
•	Manage resources in effective & efficient ways which yields  a better productivity & utilization, 
•	Responsible for absenteeism and attrition
•	Conducting annual, mid-term appraisals & performance reviews 
•	Identify areas of process improvements through a statistical thought process
•	Mentor and guide the team on taking initiatives pro-actively

Senior Consultant

Infosys BPO

•	Taking care of complete end to end offshore transition
•	Close co-ordination with the hiring team for process recruitment
•	Co-ordinate with Client and Offshore technology infrastructure group to procure systems as per requirement
•	Conduct process training and evaluation for new hires till Go-live
•	Help the new hires in managing L1 and L2 tickets
•	Daily Operation Management
•	SLA / Work Flow Management
•	Coaching and providing feedback to the agents
•	Weekly and daily review calls with the Client
•	Day to day report generation
•	Updating and managing the customer complaints and escalations on an everyday basis
•	Guiding executives on issues related to complaints to resolve or provide the best resolution
•	Follow up with customers ensuring that the complaint is resolved
•	Monitoring servers and application

Team Lead / Process Specialist

•	Manage the Day to Day Operation for 24/7 Process with 200 FTEs in a shift
•	Real Time Workflow Management for Voice, Data and Chat operations
•	Complete knowledge of a Broadband circuit in UK
•	Managing customer escalations with skill and providing a resolution on call and emails
•	Coaching and providing feedback to executives
•	Floor support - managing and providing a resolution to executives handling customers
•	Ensure that the performance parameters are met by the executives.
•	Updating and managing the customer complaints and escalations on an everyday basis.
•	Ensuring the complaints and escalations is being followed by executives across the process.
•	Guiding executives on issues related to complaints to resolve or provide the best resolution.
•	Follow up with customers ensuring that the complaint is resolved.
•	Managing first level executive in performing as per their KRA’s.
•	Taking care offshore supplier management and rolling out regular updates.
•	Weekly and daily review calls with the Client.
•	Day to day report generation.
•	Team and Attrition Handling.

Broadband Customer Service Team Leader

Senior Process Executive

Process Executive

As a Manager User Experience at GlobalStep, I lead the India Customer Service and Player Support Team, delivering high-quality and timely solutions for our clients in the Gaming industry, Telecom,BFSI, Pharma, Retail etc. I have over 17 years of experience in managing and leading projects for successful process operations, using business analytics, strategic transformations, and process re-engineering tools and methodologies.

I am also a Salesforce.com Certified Administrator and a Scrum Master, with skills and knowledge in leveraging best-in-class tools and training to provide support to customers, monitor support activity and performance metrics, drive process improvements and efficiency, and manage customer escalations and stakeholder relationships. I am passionate about creating amazing experiences for the customers and associates, and I am always looking for new ways to enhance the quality and value of our services.

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John Walter

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