Gaurav langeh resume
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Gaurav Langeh has over 18 years of experience in operations management, customer service, and contact center leadership. He has a proven track record of transforming customer experiences and managing global outsourced operations teams. His expertise includes customer relationship management, vendor management, program development, and leadership.
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Gaurav langeh resume
- 1. G A U R A V L A N G E H Bangalore 9845142653 linkedin.com/in/gauravlangeh/ SU M M AR Y Experienced Operations Professional with 18+ years of Customer Service experience including Vendor Management and Contact Center Operations. Grounded expert with achievements in analyzing operations, creating viable action plans for improvements, and controlling cost through skilled resource utilization. Proven track record in organisational leadership and management of multiple teams across geographies in a fast-paced, deadline driven environment while delivering consistent and improved operational performance. Highlights of Expertise: Customer Relationship Management, Contact Center Management, Outsourcing/Vendor Management, Billing/Technical and Retention Operations, Program Development/Project Management, Leadership Development, Client Account Management SK ILLS Call Centers Vendor Management Outsourcing Management ProgramManagement Leadership Strategy CRM Team Management Strategic Partnerships Service Delivery Product Management Cross-functional Team Leadership Workforce Management Team Leadership Customer Experience Business Process Improvement BPO Offshoring Operations Management Process Improvement Performance Management Global Delivery Transition Management Start-ups Business Development Account Management Customer Retention Contact Centers
- 2. E X PERIENCE AOL 08/2002 - 04/2014 Sr. Manager – Global Technical Support, Strategy & Operations Responsible for transforming the customer experience and managing the performance of AOL’s Contact Center Operations for a global outsourced customer care organization. The scope includes strategically transforming the customer experience for the Billing, Technical Support, and International Operations. Also responsible for implementing all strategic projects across all outsourced partners while maintaining/exceeding monthly quarterly performance goals, both financially as well as business goals. Major Job Responsibilities: # Strategy/Transformation – Identify and implement processes/projects to improve the customer experience with the goal of resolving an issue the first time while reducing call drivers and improving outsourced call center performance. # Vendor and Performance Management – Managed all aspects of performance at global outsourced call center operations amounting to an outsourced business of around 20 Million Dollars annually while ensuring the highest standards of service to AOL’s Customers. Also responsible of ensuring that the outsourced partners met all requirements of quality and program management as specified in the Service level Agreements between the companies. # Team Leadership and Management - Responsible for managing and overseeing the day to day tasks of call center operations managers and working with a team of 700 to 800 personnel spread across 6 contact centers run by 4 companies in 4 countries. AOL 04/2009 - 09/2010
 Manager - Call Center Operations Management of Partner (Contact Centre) Operations and Performance for the Technical Support, Billing & Cancellations, and Account Security Queues. Monitor and review performance towards AOLs requirements and ensure compliance towards set goals including performance metrics such as Member Satisfaction Index, Issue Resolution, Average Handle Time, Universal Quality Metrics, Service Levels, Saves and Sales. Motivate agents and site leadership to provide the best Support to AOL Members. Work as a two-way bridge between AOL and the Partner companies leadership teams. Worked with Partner Contact Centers located in Brasov and Sibiu in Romania, Tampa in US, Ortegas, Cebu and Clark In Philippines and Bangalore in India Partner Companies were CGS (Romania & US), Stream and StarTek (Philippines), and Aegis (India).
- 3. AOL 07/2005 - 04/2009 Associate Manager – Tactical Operations and Response Team Managed and Mentored a team of 16 Analysts. The Team was responsible for real-time monitoring of all of AOL's contact centers. This included monitoring and reporting of Call center staffing, Call Volume, Call center tools, back-end alarm systems and Member/End user impacting outages while continuously encouraging and motivating team members to generate new ideas or suggestions for change and improvements. Work to maintain team performance standards under challenging circumstances. Solve simple to moderately complex problem’s requiring independent thinking. Have working knowledge of CMS, CISCO ICM NAM, Avaya, e-WFM, Business Objects, Omniture, IEX, etc. AOL 12/2003 - 07/2005 Sr. Coach – WorkForce Management Worked with the WorkForce Management Team at AOL Member Service from December 2003 up until till the end of July 2005. Was promoted to a Sr. Coach position in 2004. Managed a team of 18 Specialists to ensure smooth running of Operations at the site and provide support to the Operations Teams in various areas. Was responsible for the planning and implementation of the WFM Processes in the organisation, and managing and mentoring of the WFM team. AOL 08/2002 - 12/2003 Coach – Windows Technical Operations Worked as a Coach with the Technical Support Queue of AOL Member Services till December 2003. The job profile was to manage a team of consultants/agents and ensure highest levels of performance. During my tenure in operations, I have successfully handled teams of 50 and above from time to time. Vmoksha Technologies 01/2001 - 08/2002 eStrategist vMoksha Technologies is a Bangalore based e-Business transformation company. I was handling responsibilities of account management and sales support to other Small Business Units and Geographies. I played an active role in the 2 web divisions of vMoksha, namely – The community portal – Zatang.com & The web Designing division – Design Maestros. Job Profile: •Analyzing and consulting clients on their online brand strategy. •Designing and implementing online brand strategies for clients. • Interact with the development team to communicate the client’s requirements with respect to product features, processes and functions. • Generating reports on online interactions and online surveys. • Marketing & assisting with layout design for the community portal - Zatang.com • Marketing the web design division - Design Maestros. • Business Development • Preparing Marketing Collaterals and Marketing related Documents. • Coordinating Client visits, presentations and business discussions. • Customer Support and Servicing. • Administration Support for events organized or sponsored by the company.
- 4. Independent Power Producers Association of India 01/2000 - 12/2000 Manager – Business Development Independent Power Producers Association of India offers a valuable & strategic platform for those interested in the Power & Infrastructure sectors in India. IPPAI’s activities include the privatization of these sectors and are in the forefront of Power Reforms in the country. Some of the members of the Association include Arthur Anderson, Reliance Power, BSES, PSEG Global, Enron, National Grid, and CESC.
 Taj Hotels Resorts and Palaces (Taj West End, Bangalore) 06/1996 - 08/1999 Food & Beverage Supervisor During my tenure with The Taj West End hotel, I supervised Food & Beverage Service at ‘Paradise Island’ – a Thai specialty restaurant, ‘The Gardenia’ – an Italian specialty restaurant and the Banquets Department for a period of one year each. EDUCATION Moti Mahal College of Hotel Management 1993 - 1996 BHM , F&B Service MHAC School, Nagbani, Jammu 1991 - 1993 Class XII Army Public School, Dagshai 1988 - 1991 Class X INTER ESTS Gadgets, New Technologies, Photography, Outdoor Activities, Dancing, Learning Spanish. L A N G U A G E S English Hindi