EGS - Company Overview

EGS – Company Profile
Address: 402, Archana Block, Conjeevaram House Padmarao Nagar, Secunderabad, TS – 500025
Website: www.egsind.com Email: Info@egsind.com
Our Company
We are a business service provider of customer experience management. We offer a
suite of solutions that helps your business, plan deeper, be transparent and offer better
optimized customer connections and experiences- from strategy development through
execution.
Emmanuel Global Solutions has a team of dedicated professionals with strong technical
knowledge and a "can do" mind-set. Our professionals come from diverse backgrounds in
terms of education and experience. We, at Emanuel Global Solutions, value human
resources and provide an enabling environment where intellect can flourish.
This “Emmanuel Culture" which emphasis on empowerment and diversity helps us in
attracting and retaining individuals. We balance the individual aspiration of career growth
by creating a delivery, customer and quality centric environment. This makes Emmanuel
Global Solutions a unique place for our team, and our customers: the ultimate owners of
our efforts.
EGS has been serving a variety of clients and businesses. We are a 24-hour inbound
call center with the ability to offer a full range of flexible call center solutions tailored to
your businesses style.
Our commitment to impeccable customer service has pushed us to the cutting edge of
the answering service and call center industry. With technology and highly skilled
telecommunications professionals, we are able to provide top notch attention to each and
every one of our clients.
All of our call center agents and management team complete thorough training prior to
customer contact. Each must meet high standards of customer service and continue to
meet the same standards during employment. Training is ongoing with periodic in-
service training in customer service skills, technology related issues dealing with
equipment used by each telecommunications specialist. Calls made into our call center
are screened for quality assurance thus assuring you of high quality customer care.

Website: www.egsind.com Email : Info@egsind.com
Our agents and call center management staff enjoy longevity with EGS. Most of our staff
has been with us for more than three years. Again this means your business gets
committed, highly skilled telecommunications specialists. Not transient employees, but
consistent procedures and people to service your customer needs. People make the
difference here at EGS with a staff large enough to serve corporate US, UK, Australia or
your small business with a personalized, professional approach too telecommunication
that is tailored to your specific needs.
Upgraded on a continual basis, our computerized telephony equipment adds to our
flexibility and ability to handle your businesses call center management needs. By
utilizing industry superior equipment, we are able to deliver efficient call answering and
order management services. All calls made into our inbound call center are recorded for
quality control purposes virtually guaranteeing high quality control over our call center
environment.
Our technology offers efficient call delivery through T-1 circuits providing fast, clear,
consistent call processing with the most up to date hardware and call center software.
Our people are highly trained telecommunications professionals who we encourage to
grow with us in ongoing education in the industry.
What makes us different?
• A customer-centered approach to business
Customer Experience Management is the bedrock of our philosophy and business
strategy. We focus on knowing what you want to achieve and then align the right tools
and methodologies to help fulfil them. In essence, we are genuine not generic custodians
of our client’s brand.
• Agility & flexibility levers
Given the rate of change, we help you identify business and market opportunity beyond
the risk of volatility and develop inherent capabilities with our agile decision-making and
solution delivery approach. Our focus is to enable your business to continually create a
distinctive corporate course, challenging changing circumstances to consistently ‘deliver
the goods’.

• Distinctive domain knowledge
Today it is not just about staying in the game, rather playing ahead of it. Given our
extensive experiences, our intent is to help decision-makers perceive current and future
business conditions for progressive portfolios.
• A collaborative culture
Our company’s culture is as diverse as its people; but the unifier is our shared passion in
creating experiences that match expectations and set in the entrepreneurial spirit, be it
for ourselves or our clients. The right experiences paradigm makes working fun as it
celebrates the different views and values people bring to table, and combines them to
deliver real-world results.
The core of everything we do stems from our mantra - ‘A Seamless Experience’
Our Vision: Continuous innovation with expertise to deliver superior execution for our
clients while creating wealth for all stakeholders It forms the foundation for our success
in efficiency and customer focus
Our Mission: Happy employees, happy customers, and happy shareholders
The universality in our ideal is – Happiness and To become an industry leader through
continuous commitment to best in class standards of performance and productivity, team
work, innovation and a willingness to embrace new ideas thereby creating customer
delight and stakeholder wealth.
Our Culture: A young and vibrant global organization that leverages its knowledge
heritage while empowering its people to create an environment of passion and change

Why to choose us?
Emmanuel Global Solutions is a niche business process solution provider for global clients
in diverse vertical and horizontal streams such as healthcare, financial services, human
resource, and knowledge process outsourcing. EGS has an unmatched ability to grow its
client’s businesses by innovating to improve client’s back-office processes, while
significantly reducing the costs.
Advantage EGS
EGS focus on business process outsourcing services combines with its advanced technical
& process expertise to deliver long term customer centric benefits.
1. Economic Benefit: The client’s capital expenditure for skilled employees, hardware
and software is reduced, as is the responsibility for the infrastructure. This frees up
significant time & money and enables the client to redeploy highly skilled resources.
2. Productivity: A highly trained world force and specialized resources in customer
management and financial administration reduces turnaround time, increase accuracy
and improves the client’s customer services. As service volumes change, staffing can
be easily scaled up or down accordingly.
3. Innovation/Improvement: The BPO vendor partner relationship exponentially
improves the customer responsiveness and processes. This allows our clients to
quickly expand their services in a short span of time. Because partner BPO eliminates
involvement by third parties that often have competing agendas and limited staff,
process enhancement can be released implemented quickly.
4. Business Expansion: Cost saving generated through the use of specialist BPO
services redeployed by the client to acquire new customers, grow existing business
and increase their client customer service capabilities. Improved services and their
ability to focus on sales, marketing and nurturing customer relationship create a
responsive business model that supports long-term-growth.

Leadership Team
We believe every company is as good as its leaders. That’s why we have some of the
most inspiring, experienced and diverse industry professionals at the helm. As forward
thinkers deeply committed to Emmanuel Global Solutions core values and goals, they
continually direct the growth journey of our company and its people.
Meet the rainmakers of customer lifetime management.
Michael Wagner
Founder & Managing Partner
Michael has over 15+ years of experience in Banking, Insurance
Sales, Service industry, Technical Customer Support; IT based
Consultancy and the ITES/BPO Industry. Michael started his BPO
career with Aegis followed by Bank of America where he managed
operations for various businesses/process portfolios. At Wells Fargo
Michael lead the transition of multiple business processes and then
went on to lead these teams. Michael is very fluent in Strategic
Planning, Operations, Training & Development, Team & Performance
Management, Client Relationship Management, Project Management,
WFM, Transactional Quality and Employee Engagement.
His key competencies include:
o To lead, in conjunction with the Board, the development of the Company’s strategy;
o Lead and oversee the implementation of the Company’s long and short term plans in
accordance with its strategy
o Ensure the Company is appropriately organized and staffed and to have the authority to hire
and terminate staff as necessary to enable it to achieve the approved strategy
o To ensure that expenditures of the Company are within the authorized annual budget of the
Company
o Assess the principal risks of the Company and to ensure that these risks are being monitored
and managed
o To ensure effective internal controls and management information systems are in place
o To ensure that the Company has appropriate systems to enable it to conduct its activities both
lawfully and ethically;
o Act as a liaison between management and the Board;

o Communicate effectively with shareholders, employees, Government authorities, other
stakeholders and the public;
o Abide by specific internally established control systems and authorities, to lead by personal
example and encourage all employees to conduct their activities in accordance with all
applicable laws and the Company’s standards and policies, including its environmental, safety
and health policies.
Before joining Emmanuel Global Solutions, Michael stood out in the industry in leadership
positions both in Operations and Support areas. This experience gave him the opportunity of
addressing the business with a holistic and comprehensive approach.
V. Harshvardhan Rao
Managing Partner & CFO
Harsha has over 12+ years of experience in the ITES/BPO
Industry. Harsha started his BPO career with Aegis followed by
Wells Fargo. At Wells Fargo, Harsha had played a key role in
developing, monitoring and evaluating overall corporate strategy,
working capital and enhancing shareholder value. He provided
useful financial insights to help make better decisions about
formulating and executing strategy. His critical outcomes included
supporting the executive team with key financial information and
operational analytics, and driving a culture of accountability in
managing the business, adding value to operating businesses and
voicing well-substantiated dissenting opinions.
His key competencies include:
o Proactively manage cash flows in a leveraged environment
o Manage financial capital; communicate capital requirements/ implications of business decisions
to CEO, merchandisers and BOD
o Conduct meaningful proactive analysis to improve key business decisions focusing on
management of working capital
o Ensures efficient capital expenditures and minimizes taxes
o Establish internal control processes required to manage and grow the business
o Effectively lead the finance / accounting team by hiring and retaining top-grade talent.
o Develop and implement a risk management policy
o Develop processes and disciplines around monitoring and assessing risk in positions
o Expand financial reporting systems to determine daily and weekly gross profit estimates
o Effectively manage sponsor, bank, board of director and financial advisor relationships
o Structure, negotiate, and finalize purchase agreements

Mary P Ruvva
Head of Operations & HR
Mary is very fluent in Operations, Project Management, Transactional Quality and Employee
Engagement. Mary is a Sigma Green Belt trained, and has been part of various quality projects.
Her key competencies include:
o Performance Management :
 Development of Customer Special Processes
 Employee/Organization development
 Maintain close linkage with internal support team.
o People Management :
 Optimizing resource utilization
 Management and Coaching
 Ensure employee motivation and management/workforce development
 Ensure Retention
o Achieve operational excellence, Drive recruitment and training, team building, work culture etc.
o Forecasting/Predicting the transaction volumes, staffing (with inputs from front office,
managers and internal Data support teams) and reconciliation
o Comprehensive experience in managing the overall operations with key focus on streamlining
the working SLA’s and SOP’s for enhanced operational effectiveness
o Raising the bar, benchmarking and maintaining CTQ (Critical to Quality) / CTP (Critical to
Process) targets for the process and teams
o Compliance of the assessment methods and course content from time to time
Mary has over 10+ years of experience in the
ITES/BPO Industry. Mary started her BPO career
with Market Tools Research Pvt Ltd followed by
AT&T and then UnitedHealth Group where she
managed operations for various businesses/process
portfolios. At UnitedHealth Group Mary lead the
transition of multiple business processes and then
went on to lead these teams.
Mary is very fluent in Operations, Project
Management, Transactional Quality and Employee
Engagement. Mary is a Sigma Green Belt trained,
and has been part of various quality projects.

EGS - Company Overview

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