1. RICHARD JOHN
Contact number. 09955573909
#6050 APT D, Laurel St., South Cembo, Makati
E-mail: richietdh@gmail.com
OBJECTIVES_________________________________________________
To become part of an institution that provides growth and intellectual stimulation for
professional maturity and to contribute to its viability and growth. To work in an
organization that is people-centered and excellence-driven.
WORK EXPERIENCE
TECH MAHINDRA BUSINESS SERVICES, Waterford, Ireland
Operations Manager
Feb 2016 to Nov 2016
Roles:
 Successful Due Diligence of a Popular Retail Program (TESCO PLC)
from Cardiff, UK and Dundee, Scotland to Tech M, Waterford
 End to End transition of all TESCO PLC LOBs and Channels for
Ireland (Voice: Clubcard, Customer Service, GHS, & Store Reception;
Non Voice: Social Media & Email)
 End to end Operational Design (Training and Quality Management Plan,
Reports etc)
 End to End Process Mapping and Documentation
 End to End Business Acumen
 Managed end to end Social Media engagement for TESCO PLC Customer
Service (Socio)
 Developed MSA and KPI for TESCO PLC
 Resource Planning and Allocation
 Workforce Management
 Team Management
 Training and Development
 Day to Day Operational Tasks
 End to End SPOC for Client Communication and Servicing
 SPOC for TESCO STORES communication (140 Stores in Ireland)
 SPOC for Onsite Clients and Client Visits
 SPOC for Internal Global Reviews

2.  Site KPI and KRA Management
 Invoicing and P&L Management
 Designed KPI and Incentive models
 Support Team Management (Training, Quality, WF, and Recruitment)
Tech Mahindra-vCustomer, Philippines
Assistant Operations Manager
August 2012 to January 2016
Roles:
 End to End Transition of Express Gift Ltd Account from India to Cebu,
Philippines
 Onshore Due Diligence for Express Gift Limited, Accrington, UK
 Account Management for Manila and Cebu (Express Gift Limited and Blue
Stem Brands, over 1000 FTEs peak)
 Ramp Allocation and Planning
 End to End Client Communication and Servicing
 Spearheads Onsite Client Visits for Retail Vertical
 Site KPI and KRA Management
 Designed KPI and Incentive models
 Day to Day Operational Tasks
 Operation Leads Management and Development
 Leads Client Reviews
 Escalation Management
 Process Management and Improvement ( Exchange ION Finalist)
 Goal Setting and Strategic Planning
 SPOC for Internal Global Reviews (Weekly, Fortnightly, Monthly, and
Quarterly)
 Reporting and Trend Analysis
 Support Management (WF, Training, Quality, and Recruitment)
 Business Development (Increased FTE size from 80 to 150 off season,
acquired 1 additional LOB for EGL)
 BCP Management
 Invoicing and P&L Management for Retail Vertical
 SPOC for Internal Global Review for Retail Vertical
 Employee Engagement and Retention Projects

3. Tech Mahindra, vCustomer, Pune, India
Group Leader
July 2009 to August 2012
Roles:
 Acting Manager for 2 accounts (Express Gift Ltd and Greenwich India)
 Day to Day Operational Tasks
 End to End Client SPOC
 Operation Leads Management and Development
 SPOC for Client Reviews
 Escalation Management
 Goal Setting and Strategic Planning
 SPOC for Internal Global Reviews (Weekly, Fortnightly, Monthly, and
Quarterly)
 Reporting and Analysis
 Account KPIs and KRAs management
 Remote Management for EGL Manila
Tech Mahindra, vCustomer, Pune, India
Team Leader
August 2007 to July 2009
Roles:
 Day to day operational tasks
 Team management
 KPI and KRA management
 Coaching and feedback
 People Development and Strategic Planning
 Client Review and Communication
 Reporting and analysis
 Workforce Management
 Pioneered end-to-end LOB Transition (Express Gifts Ltd) from Pune to
Manila, Philippines

4. Tech Mahindra, vCustomer, Pune, India
Quality Assurance Executive
August 2006 to August 2007
Roles:
 Call Evaluations
 Coaching and Feedback
 Operational and Training Inputs
 Call Trend Analysis
 Quality Management
 Training and Development
 Training Facilitation
 Module Creation
 Data Presentation and Reporting
Additional Skills
 Client Communication and Management
 KPI and KRA Management
 Invoicing and P&L Management
 Retail Expert
 Social Media Trend Analysis
 Due Diligence Proficient
 End to End Transition Management (MSA, SOW,..)
 Operation Functional Model
 Risk Management
 BCP Management
 Project Management
 Team Management
 People Management and Development
 Account Management
 Strategic and Resource Planning
 Resource Allocation
 Change Management
 Quality Tools (FMEA, Pareto, Cause and Effect. Etc)

5.  Training Facilitation
 MS Office Tools proficient
 Workforce Management
 Scheduling and Forecasting
 Capacity Planning
 Business Impact Projects
 Business Development
 Process Improvement Projects
 Process Documentation
 Nice and CMS tool Proficient
Spoken and Written Language:
 English proficient
 Hindi proficient
 Malayalam proficient
 Marathi proficient
Personal Information:
 Married with dependent
 Valid UK Business Visa with Multiple Entry
 Musically and Technologically inclined
Education
Pune University
 Pune, India
 B.Com
**References available upon request