1. Soumya V
soumyav16@yahoo.co.in | Mobile - 9980-923200
Profile: Management Professional with over 12 years of experience in the BPO Industry
Core Competence Areas:
 Strategic planning
 SLA management, contractual
compliance and compliance
 Transition management
 Client management
 People Management
 Up sell and Project Management
 Performance analytics & Business improvement
 Training and Quality Management, CSAT, NPS,
customer service and customer experience
 Process Development & Standardization
 P&L & cash-flow and collections
 New business,pricing, proposal and contracts.
 Vendor Management
Skill sets:
• Analytical, design and problem solving skills
• Team player, motivator and move a group toward a consensus.
• Organizational &communication skills
• Proficient in Microsoft Office package
Major Clients:
• Vodafone, Airtel, Lenovo, World Space, Aditya Birla Money, Aditya Birla Nuvo, TOI, Tanishq, WWF, Godrej
Hi-care, Hathway, Ji-Grahak, Mathrubhumi, ING Vysya, TVS Motors
Major Verticals:
• Telecom, M-commerce, Media, Technology, BFSI, NGO
WORK EXPERIENCE SUMMARY:
Organization Name Designation Reporting to Location Period
Firstsource Deputy General Manager (Ops) GM/VP
Trichy /
Bangalore April'14 - Current
Magus Customer Dialog Pvt.
Ltd.
Sr. Operations Head Regional Head/MD Bangalore April '11 - March'14
Operations Head Regional Head Bangalore July '07 - Mar ‘11
Operations Manager Operations Head Bangalore May'06 - June'07
Manager - Customer Dialog Operations Head Bangalore Mar'05 - Apr'06
Asst. Manager Customer Dialog Operations Manager Bangalore Aug'04 - Feb'05
AOL Associate Customer Care Consultant Team Coach Bangalore June'02 - June '03
iSeva E-Customer Consultant Team Leader Bangalore Dec'01 - Apr'02
Total (as of July'14)
12.25 Yrs 147 - months
WORK EXPERIENCE DETAIL:
1. Firstsource Solutions Limited Deputy General Manager(Ops) Apr 2014 - Current
Firstsource(FSL)has been providing innovative, customer-centric Business Process Management
(BPM/BPO) solutions to the world's leading organizations - across the Telecommunications & Media,
Banking & Financial services, Insurance, Healthcare and Publishing industries. Serving over 100 global
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2. Soumya V
soumyav16@yahoo.co.in | Mobile - 9980-923200
clients - from multiple delivery centers and in various languages FSL employs about 30,000+ global
workforce in India, The Philippines, Sri Lanka, the USA, Ireland and the UK.
Job profile :
Broad Responsibilities/ Major Deliverables:
 Managing Operations for Trichy center:Handled large scale Vodafone Inbound operations
with a team size of over 1200 employees.
 Management of all Financial, SLA, KPI, Operation,People,Customer,Client, learning and
Development and Compliance metrics.
 Responsible for end to end operations of the center.
 Management of all operations and support function operations at the center which includes
recruitment, Onboarding,Employee engagement, Training, Quality, Operations,Admin, Security,
IT and compliance.
 SLA and performance management of the center.
 Management of C-Sat, NPS and Getting Help scores for Chennai and Rest of Tamilnadu
circles.
 Driving additional metrics such as up selling and improvement projects such as Reduction
of ICT,Repeat Reduction with a special focus on enhancing customer experience.
 Management of Reward and Penalty
 Client relationship Management.
 Process improvement and continuous improvement through six sigma and Kaizen
methodologies.
 Learning and Development through structured learning and development programmes
Achievements:
 Extensively worked and improved the CSAT and External Quality Scores to the level of getting
rewards consistently month after month.
 Contributed extensively towards improvement NPS and Getting Help scores for both Chennai and
RTN circles through customer experience projects which helped Vodafone retain its No. 1 and 2
positions for RTN and Chennai circles in their getting help scores
 Extensive contribution through collaborative partnership with internal teams and clients to reduce
repeats. This was well appreciated by the clients.
 Improvement of 0 to 30 day associates performance through six sigma and RACI methodology which
resulted in substantial improvement of their quality and CSAT scores contributing to achievement of
Rewards.
 Continously worked on reducing costs leading to successful contribution towards improved margins.
 Successfully and consistently achieved Rewards across queues which resulted in high financial gains.
 Achieved highest upsell numbers for the circle resulting in financial gains for the client and internal.
 Championed many process improvement projects through DMAIC methodologies which improved
efficiency, customer experience and financial gains
 Continously worked on improving customer experience through reduction of complaints on call
center and reduction of ICT and follow up on closure of VOCs captured.
 Set up a proper review mechanism to sustain and better the performance leading to reduced turn
around time, improved customer experience , building efficiency, achievement of SLAs and Rewards.
 Worked on people engagement activities which reduced and controlled attrition and shrinkage.
 Part of the Learning get and Development team to conduct many training sessions and VIVA panel on
leadership, conflict management, business communication etc through leader teacher accreditation
 Successfully completed the people excellence training programme with high scores
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3. Soumya V
soumyav16@yahoo.co.in | Mobile - 9980-923200
 Consistently contributed towards meeting and exceeding financial, people, quality, operations and
customer experience related metrics.
1. Magus Customer Dialog Sr. Operations Head (Bangalore and Cochin) Aug 2004 - March 2014
Magus Customer Dialog is a pioneer in the customer retention services. Magus has a pan India
presence in 8 locations, providing Customer retention services through ‘Customer Dialog' since
1989.
Job profile :
Broad Responsibilities/ Major Deliverables:
 Managing Operations for the Region: Bangalore & Cochin; Handled large scale operations
(inbound & outbound) with a team size of over 800 employees.
responsible for the operations of a large contact centers
Reviewing the center's performance metrics which involves trend analysis, draw
inferences and propose improvement methods.
Initiate new processes (operations) for clients. This involves:
Re-Aligning the operations to the requirement of the client
Organizing resources for the new operation
 Responsible for P&L for the above region.
 As Operations head/manager my job included Recruitment and supervision of operation
managers, supervisors, TLs & customer care staff.
Hourly, Daily, Weekly, Monthly, Quarterly & Annual data analysis and management.
Including receiving these reports from my teams, conducting further analysis and
reporting and / or publishing.
Plan & conduct training.
Manage and verify work performance and drive efficiency
 Assistant to the ‘National Head People & Training' for developing JD,KRA's ,policy making
and C&B.
 Certified internal ISO auditor
 Previously was ‘Executive to MR' for ISO.
My duties included audit planning, collation and assessment of audit results, present the
audit findings to the management.
Was part of the team/council to draw corrective action plan to re-align management
process and procedures to quality assurance standards.
 Client relationship Management.
 Assigned additional responsibility of being the HR generalist for the southern region (4
locations) with approx 2500 employees.
Achievements:
 Consistently excelled in all assigned roles, which helped to gain higher positions in the hierarchy
 Consistently improved and / or maintained the CSS scores with all the accounts handled
 Maintained a good ESS score in my branches
 Re-structured and standardized the processes which resulted in better quality of recruitment,
training, quality & productivity(Best practices )
 Focused on the work-life balance factor by introducing a two day weekly off for the
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4. Soumya V
soumyav16@yahoo.co.in | Mobile - 9980-923200
CDEs which were the first of its kind in a domestic call center industry.
 Reworked on the existing performance appraisal structure which increased the retention percentage.
 Nominated thrice and won once the 'Mathew Paul super achiever's Award' (5 nominations country
wide).
 Joined as Asst. Manager Customer Dialog and grew to become Operations Head in a span of 4 years.
2. AOL (America Online, Inc.) Associate Customer Care Consultant June 2002 -
June 2003
America Online, Inc., a division of Time Warner, is the world's leader in interactive services--providing
consumers with the most valuable, convenient, relevant, and enjoyable online experience. AOL also
operates some of the most popular services on the World Wide Web.
Job profile:
Driving metrics for the team.(Training & motivating)
Handling daily crew briefings.
Call Handling.
Also helping the training department in project training of the new recruits.
Achievements
Met or exceeded targets throughout tenure.
Coached my teammates to improve their skill sets thereby enhanced team performance.
Provided on job training to large groups of new hires.
Received many customer appreciations
Won the ‘Outstanding performance! ‘ award for excellent customer service with highest
percentage for conversions. (Highest conversion ratio, Highest sales)
Was selected to represent the team in various meetings involving executives from top
management.
3. iSeva India Pvt Ltd. E-Customer Consultant Dec 2001 - Apr 2002
iSeva India Pvt Ltd. Is an international call center.
Job Profile:
Efficiently trained and worked and worked in various international projects in
outbound sales
inbound customer support
Personal Profile
Name : Soumya. V
Date of Birth : 16-09-1976
Marital status : Married
Educational Background
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5. Soumya V
soumyav16@yahoo.co.in | Mobile - 9980-923200
Degree : B.E( Information Science)
Institution : M.S.Ramaiah institution of Technology
University : Bangalore University
Post Graduation : M.B.A in Human Resource Management
University : Annamalai University
Other Certifications : Certified Internal ISO auditor from ISO QAR
: Qualified Lean Six Sigma Black belt, trained at QAI
: PMP Training attended at Knowledge Woods
: People excellence certification from First Edge Academy
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6. Soumya V
soumyav16@yahoo.co.in | Mobile - 9980-923200
Degree : B.E( Information Science)
Institution : M.S.Ramaiah institution of Technology
University : Bangalore University
Post Graduation : M.B.A in Human Resource Management
University : Annamalai University
Other Certifications : Certified Internal ISO auditor from ISO QAR
: Qualified Lean Six Sigma Black belt, trained at QAI
: PMP Training attended at Knowledge Woods
: People excellence certification from First Edge Academy
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