Mamata Ranade

• Setup Framework for Quality Assurance of the 10k+ Teacher Community • Setup the L&D function- from training plan to content creation and execution • Supported setup of local teams in LATAM Set up frameworks of Learning Development and Quality standards improvement through creative means and operational excellence with a keen focus on Customer Experience. A key contributor for Growth from 0-100 and 100 to 1000 phase through precision drive and successful results of Trials funnel. Trusted to work and deliver independently by the Founder. Optimized results by leading collaborative efforts with the tech, product, and digital marketing teams to improve CX through customer service led insights. Fostered several talented millennials to become effective and creative leaders.

• Led the team to build and improve CX by scaling headcount 13x in 6 months • Created a Success Playbook for all partner call centers' customer service operations, training, and quality governance across multiple cities - playbook replicated within Whitehat Operations teams Ramped up operations from 200 to 1500 agents in four months across cities in the WFH environment setup through hiring controls, new hire training creation, process excellence and Quality governance to significantly boost revenue in 6 months. Ideation to work on the learning and development process, with the goal of creating a world-class Learning Academy that incorporates niche ML/AI-based practice.

• Augmented growth from 4 CR in Nov 2019 to 95 CR in July 2020 • Blitz paced the Growth funnel set for global operations setup Setup the entire call center operations and 3rd party vendor teams. Launchpad team setup to cater to international markets (N.America, Europe-UK, and ANZ), including E2E team creation and process, governance, and compliance controls for quality assurance and training-SOP.

Highlights ● Delivered $2 million in FTE savings in key RPA & NLP projects ● Led 4 teams across LATAM, China, Europe and India to collaborate in real-time improving CSAT results by 18% ● Was selected to set up the Customer Service driven Centre of Excellence for top F&A accounts CX Transformation & Service Operations Leader for a Fortune 500 client with teams across India, China, Poland, and Brazil. Launched the COE for customer journey and CX in F&A and P2P. Led the AI/RPA projects service operations by employing US Transformation Leadership. Realigned all 4 Global locations to collaborate in real-time and delivered above all contractual metrics with a CSAT improvement of over 18%. Worked with Global Transformation and AI Units to deliver key RPA projects and led 2 RPA/NLP projects with IBM Digital Transformation team, delivering 12% FTE saving.

Led the British Telecom account with responsibilities for P&L and client relationships. Worked with BT stakeholders to develop and refine a new operating model based on customer segments and increased digital usage from 7% to 27% in a year. Successfully deployed a new CRM by right capacity mapping, increasing efficiency by 30%. Brought about a performance turnaround in the voice customer service team with NPS improvement from negative to positive of +25 points. Awards: ● Was the 5% High Potential Talent for Infosys- 2016-2017. ● Won the reward for significant contribution towards revenue growth, profitability, operational excellence, and client orientation. ● Won the Infosys Citizenship Quotient - Champion in July 2018 - for Strong client connect via valuable business insights contribution and robust Operational team management.

Managed the customer service operations, retention, and inline sales/lead generation process for enterprise cloud email solution for direct customers and resellers. Improved the retention rate of enterprise customers from 67% to 95% with a 175% increase in customer base. Created an in-house model for lead generation and upgrades, which contributed to 30% of sales and revenue for clients. Designed and implemented a customer service process for Rediff emails ensuring compliance to security standards. Built a governance train back model for premium customers.

Business Process Re-engineering and leading the service operations process by making strategic improvements to set up online support. Led the customer retention team to deliver 20% YoY growth in revenue which contributed to 10% of the company’s margin. Delivered an 85% customer satisfaction rate by revamping a team of 250+. Collaborated with partners and various management teams to develop organizational strategies for increasing technical efficiencies that improved operations and profitability.