1. CHRISTIE AROKIARAJ RICHARDS
E-Mail: richards1980@gmail.com  Contact: +91 – 9884812090
OPERATIONS PROFESSIONAL
Seeking career enriching assignments in Operations / Customer Service / Banking & Financial Services /
E-mail Support / KPO / Semi Voice Process / Process Transaction with a leading organization of repute.
Industry Preference: ITES / IT/ BPO/Banking
Professional Snapshot
 A dynamic professional with over 13 years of experience in Operations (Retail
Banking, Customer Service and Credit Cards), Process Management, Client
Relationship Management and Team Management.
 Expertise in Operations functions entailing;
 Operations & Process Management focusing on maximizing customer
satisfaction, process compliance and quality; comprehensive experience
in leading teams & multiple projects.
 Process improvement initiatives to achieve maximum efficiency in
various operations.
 Six Sigma Green Belt Trained, instrumental in developing essential business service
offerings and building customer relationships to accelerate growth; customer centric
approach with skills in addressing client priorities thereby attaining client delight and
high compliance scores.
 Proficiency in developing a detailed project plan & scoreboard to monitor progress &
flag issues, train the new team & develop detailed procedures, flowcharts as well as
develop a measurement framework to smoothen the process.
 Demonstrated excellence by evaluating / enhancing performance of team against the
set targets, doing need based promotion planning and providing valuable feedback for
improvement.
 Prudent, disciplined & self motivated with excellent interpersonal, communication &
organizational skills with proven abilities in team management, customer relationship
management & effective crisis management.
Career Chronology
Since Feb’ 12 with Scope International P Ltd., Chennai as Team Leader
Client: Credit Card Personal Loan (CCPL), Singapore
KEY RESULT AREAS:
Operations Management:
 Defining service standards and guidelines that serve as benchmark for excellent service delivery thereby contributing towards
ameliorated service revenue generation.
 Framing work direction and plan for the associates after thorough assessment of their capabilities; preparing & presenting
various weekly/monthly MIS reports pertaining to process and productivity.
 Liaising with Country Processing Center regarding queries related day to day processing; setting up targets, SOP & SLA,
setting and maintaining CTQ (Critical to Quality) / CTP (Critical to Process) targets.
 Successfully completed Group Internal Audits with Zero non competence and E &Y Audit (Ernst & Young) deputed by
Monetary Authority of Singapore.
Process Management & Quality:
 Creating standard operating procedures for surveying operations and relevant projects; undertaking responsibilities of
removing unnecessary procedures in processes; ensuring uniformity in the process understanding at the client’s and the
organization’s end.
 Auditing of quality management system, reporting non conformances, identifying root causes and effectively implementing
corrective actions; extending support in terms of assistance in conducting internal audits.
 Realizing process improvements, applying different techniques in different processes to enhance productivity & profitability
and executing various quality improvement projects on various quality systems.
Client Relationship Management
SKILLS SET
- Excellence in Analysis and
Problem Solving
- Negotiation Recovery & Decision
Making Skills
- Achievement Oriented
- Team Trainer & Builder
- Persuasive Communicator

2.  Providing effective resolution to customers’ queries and improving relationships with the customer by anticipating customer
future requirements, thereby ensuring a positive customer experience.
 Initiating and sustaining efforts for bettering customer satisfaction through regular relationship calls, identifying &
conducting consultation sessions for customers.
 Designing customer segmentation approach and effectuating different strategies for different segments of the customers;
providing quality customer support by ensuring first contact resolution to them.
Team Management
 Leading, mentoring & monitoring the performance of team members; setting up and maintaining Critical to Quality &
Critical to Process Targets; ensuring higher productivity and meeting of individual & group targets.
 Managing routine people management tasks like shift rotation, performance evaluation, front ending customer escalations and
setting up corrective action plans.
 Ensuring skills enhancement and development of every individual in the team.
Significant Highlights:
 Influential in training 5 new batches on KYC Pre-screening which was vital for Credit Card Account Opening.
 Involved in creating an extensive checklist for KYC – Pre-screening, Data Input and Data Validation geared towards the
important fields enabling to mitigate bottlenecks.
 Implemented process improvement measures for automation of the CDD checklist which significantly reduced the cycle time
by 4 minutes and also saved 5 FTE and increased revenue of Rs15, 00, 000.
 Used one of the 7QC tools to identify the root cause and trained the team on the errors committed by the team which reduced
customer complaints.
 Recommended Seat Utilization Plan to optimize use of seat which paved a way in revenue increase.
 Implemented fun committee on the floor to keep the team engaged in extra curricular activities and incentivised people who
achieved more than 100%.
 Service Guarantee MIS Circulated on a daily basis to the Top Management including Head of Consumer Banking.
Jan’ 11 - Jul’ 11with Matrix Business Services India P Ltd., Chennai as Manager – Operations
Worked with the same organisation as Manager Operations from Aug’ 10 – Oct’ 10
Significant Highlights:
 Oversaw the activities of a team comprising of 100 members and constantly managed quality, timeline and efficiencies of
PAN India Operations while supporting the clients as per agreed SLA’s.
 Shouldered the responsibility of overall efficiency of the team as per the new process guidelines.
 Defined new process and trained the operations team.
 Interfaced between Operations and Management to provide inputs for new business initiatives.
 Effectively stabilized the Prior Employment Team.
Aug’ 07 – Aug’ 10 with Cognizant Technology Solutions, Chennai as Team Leader
Significant Highlights:
For Cole Parmer Instrument Company, USA, and Illinois; May’ 09 – Aug’ 10:
 Accredited for providing “Ready Reckoner” suggestion for process improvements which was implemented for Cole Parmer
Customer Service Team and deployed in other projects as well.
 Played a significant role in meeting all SLAs laid down for Customer Service Team in 2009.
 Initiated a corporate training programme of 187 hours for team in 2009.
 Significantly contributed in developing Knowledge Portal for 2 Projects.
 Single-handedly initiated the provision of moving Senior Process Executives to new Project and deploying new joinees to
increase profit ratio of the Projects.
For Branch banking and Trust, United States of America, Whiteville; Aug’ 07 – May’ 09:
 Headed 1 Retail Banking Processes in coordination with a team of 36 FTEs.
 Entrusted with the responsibility of goal setting exercises, conducting training sessions, quality checks, stack reporting
appraisal system, scorecard meets and preparing and scheduling shift roasters.
 Proved effective in successful documentation of the process maps, flows and scenarios.
 Served as key contact point for formulation of Business Continuity Plans.
 Suggested process improvement ideas and attained 95% quality in the project.
Preceding Assignments Undertaken
Jan’ 06 – Aug’ 07 with Wipro Technologies, Chennai as Software Engineer
Oct’ 05 – Dec’ 05 with Standard Chartered Bank, Chennai as Office Customer Care
Sep’ 04 – Sep’ 05 with Vishvin Associates, Chennai as Officer Collections

3. Sep’ 03 – Aug’ 04 with ADFC - Atlas Documentary Facilitators Company Pvt. Ltd., Chennai as Trainee
(Customer Service)
Academic Credentials
 PGD (Marketing Management)
From Loyola Institute of Vocational Education (Loyola College), Chennai in 2003.
 B.Com.
From Loyola College (Autonomous), Chennai in 2002.
(University of Madras).
Personal Dossier
Date of Birth: 6th
November 1980
Linguistic Abilities: English and Tamil
Residential Address: Plot No: 12, Flat No. 7, Vignesh Flats, Kongu Nagar, Mogappair, Chennai – 600037