Viraj Theberis

Driving Operational Excellence across Amazon's global BPO Vendor network supporting the US & Canadian Customer base; raising the bar for Customer Experience (CX), implementing new programs & collaborating across Amazon & Partner Teams worldwide. • Responsible for driving Amazon's commercial & contractual relationship & raising Operational & CX performance of a number of Vendor Partners across LATAM, EMEA & APAC • Conducting Service Reviews (WBR's etc.), Audits & ensuring Operational, Cultural, Compliance & Reporting needs are met or exceeded • Leading or collaborating on site or Amazon-wide, organizational level initiatives e.g. Prime Day, Peak Summit,training, Amazon mobile App Beta program

See Percepta below. Founded in 1903, the Ford Motor Company are a major global Automaker headquartered in Dearborn, Michigan - a suburb of Detroit, USA. Ford Commercial Solutions are part of Ford Mobility - Ford's next generation Technologies, Innovation & Connectivity division.

Percepta are a joint venture between the Ford Motor Company & TTEC, a US Business Process Outsourcing (BPO) company, operating in over 19 countries with c. 50,000 employees. Percepta perform BPO Operations for the Ford Motor Company & associated brands, globally. Ford Commercial Solutions (FCS), are the Global Telematics & Data Services arm of the Ford Motor Company & part of Ford Mobility; Ford's next generation Technology, Innovation & Connectivity division. Led multi-lingual Command / Contact Center & Customer Experience (CX), Service & Sales Support functions for Ford Commercial Solutions Europe collaborating between London & Detroit. Achievements: • Created multi-channel Command Center from clean sheet startup to maturity • Led & Managed daily Customer Service & Contact Center Service & Sales Operations • Responsible for Commercial, Strategic, Operational & Quality KPI's & SLAS • Improved CX; designed call flow, IVR routing & Business Continuity Planning (BCP) • Created processes, reports, documentation along ISO lines • Optimized Microsoft Dynamics CRM with Ford & Microsoft Developers across US & Europe • Customer advocate for Europe; ensuring Customer voice central to future FCS Products • Led or collaborated on multiple simultaneous projects across US & EU Teams

Kiwi.com is an Online Travel Agency (OTA) with groundbreaking Virtual Interlining technology, delivering exceptional Customer Service. Led the Global Vendor Management Team and the relationships, performance & commercial deliverables of 4 BPO Vendors & Contact Centers across EMEA & APAC regions. Achievements: • Led Vendor Management Team, developing Vendor Managers via goal setting & coaching. • Improved on-boarding process, saving weeks in lead times & increased satisfaction 8% • Increased BPO Contact Centers KPI's +11% avg. sales +5% across EMEA & APAC • Improved external Contact Centre / BPO Vendor methodology & aligned with internal Teams • Directed best practice across Business Leadership Team, improving quality & obstacles to CX • Restructured global commercial agreements & negotiated new commercial contracts (China, Philippines & India); working across business to revise Terms of Business & Contractual Template

Part of the Sandals Resorts International Group, Unique Vacations are the groups Contact Center & Operations division globally for Sandals, Beaches & Grand Pineapple resorts. Raised performance, Service, Sales conversion & efficiencies within key business areas of the organisation across the Caribbean & USA, via Strategic Planning and Operational improvements. Highlights: • Identified issues & performance gaps to Directors & MD; troubleshooting, design & deployment • Instigated Voice of the Customer with daily Operations (NPS, CES), making these a key driver • Created “Orphan Account" initiative; rectifying lost Sales opportunities; revenue up c. $450k Q1 • Collaborated across business, shaped recruitment & training processes; staff churn down 12% • Restructured Teams & working practices • Introduced adoption of Omni / multi-channels as part of overall Customer Strategy planning • Instilled Customer Experience (CX) mechanisms - CES, NPS, mystery shops & surveys • Engaged teams, encouraging their ideas – realising ROI & empowering Teams to deliver • Implemented MI, refined / created reporting mechanisms & a data-driven Service culture

Consulting for various Clients following Kantar 2012-2015: Highlights include working with organisations such as Dixons Carphone (Carphone Warehouse - see below) & Money&Co. Money&Co. is a start-up e-commerce crowd funding business. My remit was to devise strategy for Customer Service complementing & tailored to, business plans. Deliverables: • Reviewed business plan • Engaged Stakeholders, understanding Clients vision • Made recommendations, following due diligence process • Presented to board, discussed pro's / con's, risks & agreed actions • Researched market, procured suppliers; configured agreements & practices to suit

Consulting for various Clients following Kantar 2012-2015: Highlights include working with organisations such as Dixons Carphone (Carphone Warehouse) & Money&Co. (See above). Part of the £4bn Dixons Carphone group, Carphone Warehouse sells & advises all phones across all networks. It is also Europe's largest mobile phone retailer. Achievements: • Acted as “Voice of the Customer” & improved Customer journey & Operational ability to deliver • Improved Sales & Service levels via Net Promoter Score (NPS) methodology & process reviews • Presented to Senior Management, made recommendations. simplifying message, risk & ROI • Project managed Operations to deliver on data insights; optimising & ensuring smooth delivery

Kantar Media is one of the world's leading research, data & insight companies. Delivered & led a complete Customer Service Experience proposition (as BPO vendor). Created Customer Ops Business Unit, Managed Clients & Stakeholders, refining Customer Strategy & practices to ensure Commercial & Service focus. Achievements: • Created, managed & led Customer Service (CS) solution: Start-up to ongoing Business Unit • Nurtured Customer 1st culture via analytics / feedback to develop processes & strategy • Owned Customer Experience (CX) Strategy; people, processes & technology - saved c.£360k • Recruited, coached & developed team - improving service, saving costs (staff & skill retention) • Project Managed new initiatives & services, collaborating across EMEA & US • Reduced staff churn & managed recruitment, vendors & rewards - saved c.£100k • Built Client & Stakeholder relationships via service reviews, improved on-boarding & reports • Introduced analytics; retention (Sales) +23% via NPS, CES, CSAT, social media & incentives • Architect of Customer Experience (CX) Roadmap: Now standard for new global deployments • Increased agility via Service initiatives e.g. First Time Call Resolution (FCR) - saved £120k • Ensured service up time via robust Business Continuity Plans (BCP) & reviews

The Banking Code (now superseded by the Lending Standards Board), offered a best practice framework for most of the Banks & Building Societies in the UK, raising standards & service. Successes: • Implemented Quality metrics & strategies (CSAT). Errors down 22%, satisfaction up 21% • Improved Institutional & Individual Customer service via faster turnaround, greater consistency • Engaged Stakeholders (to C-level), presented Customer Experience feedback to industry • Created Website & onboarding / self-service elements: Led project, UAT to launch • Helped devise & conduct Banking Code initiatives such as road shows & presentations

Barclays Bank has over 300 years of history in banking, operates in 50+ countries & employs over 145,000 people. My remit: Create efficiencies & prepare area, ready for the Department to be dismantled & relocated across the UK & its International BPO Vendor partners. Led 4 Teams 500+ FTE (multi-site / lingual / omni-channel Sales & Service Contact Centers BPO, Payments, Back Office), across UK & India; multi-skilled staff, re-engineered processes, leveraged NPS, CES, MI data, processes & culture; improved Customer Experience (CX) 6% & Service Transformation timescales. Milestones: • Saved £2.3M dismantling the Operation efficiently, ahead of timescales • Improved NPS +19, worked with outsourcer; coaching soft skills, fostering issue ownership • Increased overall efficiency of the 4 Teams via process re-engineering c.26% avg. • Managed BPO Outsourcer, ensured smooth transition of Services, Practices & Ops to India • Developed & up-skilled Teams via Sales & Service cross training & development diaries • Ensured continuous Service via robust Business Continuity Plans (BCP) & reviews / tests • Reduced costs £326k via process efficiencies, retention & other initiatives • Devised & rolled out successful web-chat pilot, extended to other Customer Contact Centers