John Yagati

Background

About John Yagati

I have over 23 years of multi-industry work experience. I have worked for, GE Capital, HCL BPO, Convergys India Services and WNS Global Services,Bharti Airtel,Vertex TCS and IGT Solutions I have had the opportunity to serve varied portfolios in diverse industry (Telecom, Finance, Retail) segments and have achieved competence in contact centers & Back Office including Training, Transition, Quality, Operations. I have exposure to US & UK business environment, experience in handling multiple stakeholders with differing objectives, demonstrated ability to manage change & organizational resistance, typically associated with work transfer related issues. Have exposure to strong quality concepts, optimum manpower calculations, rigorous exposure in business process mapping and process re-engineering. Having content expertise in call center solutions – technical & financial and an ability to manage ambiguity. Decision-making is my key strength and has a very good understanding of Operations. I have managed several large & small projects in the area of Operations. The job involves delivering on SLAs & handling multiple stakeholders. Setting the growth vision in terms of exceeding internal & external customer requirements, working out strategies to meet business objectives, maintaining the motivational levels of the employees, sourcing and career planning of large teams and managing client relationships. I have a penchant for quality and for doing it right the first time, every time. I am Six Sigma certified and have completed Six Sigma Green Belt Projects. Specialties: Service Delivery, Client Management, Program Management, Quality (Continuous Improvement) and Vendor/Partner Management