1. Gopi BR Email :-
Gopilead87@gmail.com
Deputy Manager (Operation) Phone: - +91 95355 54282
Professional Exposure
 Sound knowledge in online & offline transition and transformation for both voice and back end
processes in the Energy & Utilities domain
 Expertised in managing inbond/outbound calls and email transactions on a real time basis and
TAT basis
 A keen organiser, strategist & implementer with ~8 years’ experience in Service Delivery in the
BPO / ITES / Call Centres Industry
 Experience in handling large teams by simplification of operations and processes, relationship
management and creating a team work environment to enhance productivity
 Involved in recruitment of work-force through behavioural and situational based interviewing
Working Experience
Organisation : IBM GPS (Currently Concentrix)
Current role : Deputy/Assistant Manager Operations(3.8 years)
Duration : June 2007 till date (7.9 years Overall)
Promotion date : July 2011
Process - Energy Australia (Australian based utility company)
Working with Concentrix (Previously IBM GPS) for 7.9 years for an Australian utility process
managing the registration LOB of the process. Basically working towards achieving the KPIs and SLs of
the LOB and managing a team of 41 direct reportees. Being the point of contact for the delivery centre for
client interactions/Escalations/BCP situation.
Profile Description:
Join Date – 11th
June 2007
Currently as a core responsibility of a Deputy Manager, have been handling a team (Ombudsman and
Exception handling) of 40, managing the end to end performance of the team and focusing towards clients
satisfaction.
Along with which have been the point of contact for clients/Escalations. Being the process expert have
been in direct interaction with the clients in terms of day to day activities and managing them as BAU.
Keenly focusing on handling the projects that is currently assigned along with the BAU work.
Key Responsibilities:
 Providing daily direction and strategic inputs to the team and Monitor LOB level work allocation
 Achieve & exceed SLA's defined by the client, ensures that all processes run smoothly and meet
standards

2.  Handle escalation and be part of issue resolution, Provide expertise and leadership in assigned
functional area.
 Manage client expectation & required deliverables, communicate with primary clients to ensure
that outsourced processes meet their standards of quality and efficiency
 Ability to deal effectively in high pressure, dynamic situation with a large degree of autonomy
 Responsible for performing change management
 Review and constantly monitor LOB performance
 Lead & mentor process improvement programs
 Motivate teams and take care of people management issues.
 Establish and maintain a working environmental conducive to positive morale, individual style,
quality, creativity, and team work.
 Provide advice and assistance to senior management in the planning, implementation,
evaluation/modifications to existing operation, systems and procedures.
 Responsible for attrition management and arranging backfills on a timely basis
 Expertise in collections, delinquency , transaction management dealing with fulfillment and
timeliness will be an added advantage
 Responsible for client management, negotiation, SLA base lining, SOW and product management
 Experience in managing the internal and external stakeholders on the daily deliverables, glide
path and core deliverables
 Shadowing the Delivery manager in all the operational activities
 Engaging in discussions with top management in process level decision making and other admin
activities like head count allocation, AHT, team size, Org chart etc..
 Managing and meeting the SLA and KPI of the LOB
 Analyze reports and focus on the right areas of improvement
 Building strategies to improve the conversion % of accounts to be processes
 Guiding and managing the allocation of work to the overall LOB (8 Sub LOBs)
 Driving and directing other team leaders to work on the required areas to achieve business
objective
 Handle weekly client call with Delivery Manager and managing the MOM of the weekly
discussions
Area of Expertise
 Excellent presentation / communication skills
 Good Experience on different types of reporting
 Excellent people, team management and motivation skills
 Excellent understanding of the Australia & Energy utilities market.
 Data analytical skills
 Ability to work under pressure
 Energy & Utility experience
 Good problem solving skills
 Final stage of GB certification on AHT reduction
 Program & Project management skills
 Organising R&R ceremonies, Parties for the LOB, Team outings etc..
Achievements
1. Have been assigned a stretch assignment to set up Pune location (BCP location) with 105
resources from the month of May to June'14. Gave an opportunity to move to Pune for 2 months

3. and set up the business starting from training of resources until Go live. This included grooming
of 2 new Assistant managers and 1 Delivery manager
2. Have completed a Green Belt project in AHT reduction, awaiting for certification. Certification
got delayed owing to IBM GPS merged with Concentrix
3. Have been PBC - Personal Business Commitment (Among the top performer of the organisation)
rater 1 for last 6 years continuously
4. As a token of appreciation from clients in 2008, had visited 'Melbourne' for 3 weeks for
transition of an application called " Flow Talk " which supports the transfer of the billing rights in
Registrations
5. Have been awarded as STAR, GEM, Champ SME, Manager Who shines, The best Manager for
the year 2011 from IBM
6. Have been awarded in many Client RnRs
7. Top Sampark Ambassador (Driving referrals within the process) for the year 2012 and 'Sampark
Champion' for May and July'14 across Bangalore Location
Projects handled and completed
 Project Eyre - March to Dec 2011 - 9 months: Project to manage the 90+ age volumes below 5K
at the end of every month.
Project successfully achieved every month and got an appreciation from clients on this.
 Odyssey Change Champion - April to Sep 2012 - 6 months: Project to spread the awareness of
new application - C1 (CCB) getting launched on Sep'12.
Initiated a lot of activities on the floor like, 'creative punch line on the change and arrival of C1', 'creative
designs for mouse pad', 'quiz', 'spot contests', 'ODYPEDIA - News letter sent to entire process on the
updated news of C1 launch', 'created a ODYSSEY wall', 'sharing new ideas with the clients' etc..
 Sampark Ambassador - Jan 2012 till date: Driving referrals recruitment within the process.
Connecting with DPE of the process on the FTE requirement to the process and coordinating with
Sampark spoc from recruitment team.
Weekly once going to all the LOB Team leaders, Delivery Managers and driving the referrals from their
respective spans.
Weekly once conducting floor walk with Sampark spoc on the production floor driving referrals.
 Project OBS - Oct 2012 to March 2013 - 6 months : One Big Switch, a campaign initiated by
clients in Australia to get more of customers signed up with EA
Approximately got a volume of 80K that was into Registration Management apart from the forecasted
incoming volumes. Set up a team of 20 resources with strong process knowledge and worked on the glide
path.
Met the project targets month on month and cleared the volume in a span of set target of 6 months.
 Project Tidy - Jan 2014 to July 2014 - 5 months: Self initiated project to clear the back log of
volumes accrued from Jan till May 2014 by combining 2 teams.
Volume of ~12k has been brought down to ~1.5k in a span of 2 month, with 40 FTEs in hand after
considering the shrinkage. This project gave an opportunity to groom a new manager from the other team
Met the project targets week on week and cleared the volume in a span of set target of 2 months.

4. Working Experience
Organisation: Uni-voice PVT LTD (Mysore)
Current role: Sr Customer Service Representative (Acting TL) (1.5 years)
Duration: Jan 2006 to June 2007 (1.5 years Overall)
Job Profile:
Worked for US based dish network and UK based mobile phone campaign. It was purely an
outbound call centre working on selling the mobile phone contract to the customer.
Clients: 3G, T Mobile, Vodafone etc...
 Handled a team of 15
 Was taking escalation and verification calls
 Making sales successful and achieving targets as required
 Trained the new resources on the process
 Also taken part in the recruitment of new resources by going to consultancies
Education Details:
Course Board/University Year Percentage (%)
Post Graduation in HRM KSOU, Mysore
2011-2012
54%
B COM KSOU, Mysore
2011 62%
SSC
(10th
Standard)
Board of Secondary Education,
Karnataka 2004 73%
Personal Profile
Name : Gopi BR
DOB : 29-07-1987
Languages : English, Hindi, Kannada and Tamil
Hobbies : Playing snooker, attending concerts, Playing cricket and listen to
Music
Permanent Address : Gopi BR
S/O Raghunath BR
2st floor, 359, Aravind Nagar, Kuvempunagar
Mysore-570023, KA, India
Date:
Place: (Gopi BR)