Param Eswaran Vijayan

Background

About Param Eswaran Vijayan

I am at Emirates NBD, the largest banking group in the Middle East, with over 19 years of experience in various sectors, such as banking, financial, telecom, and insurance. I have an MBA in computer and information sciences, and multiple certifications in IT, project management, and change management, such as MCSE, CCNA, PMP, PRINCE2, ITIL, and RHCT. My core competencies include strategic planning, performance management, analytics and insights, financial planning and budgeting, business reporting, stakeholder management, continuous improvement, business process optimization, and risk management. GENESYS CLOUD OUTBOUND As a leader of a team of nine members, I manage dialer omnichannel (Genesys, Avaya) operations for sales and collection portfolios, covering outbound, inbound, digital banking, and Omni Channel. I oversee 12+ projects and initiatives to streamline unified communications, enhance systems efficiency, design operational dialer strategies, and collaborate with various stakeholders. I have successfully delivered frictionless financial remediation solutions, improved customer lifecycle management, reduced TAT, and increased conversion rates. My mission is to improve extraordinary experiences across the entire customer journey, using my expertise in CX and dialer operations. My passion for customer-centricity has consistently driven me to create value for all stakeholders and enhance overall customer experiences. With a unique blend of seasoned leadership & technical expertise at all levels, a reliable solutions provider who leverages a ‘right first time’ approach to deliver a seamless service-driven & quality-orientated customer experience I can be contacted on:+971 56-1813453 ⌨ mailforparam@gmail.com