Ratish Nair

Background

About Ratish Nair

Profile Summary A result-oriented professional offering over 12.5 years of experience in Technical support, Client Relationship Management and Training & Development. Successfully leading and managing Human Resource Operations to ensure team and individual performance levels consistently meet or exceed the needs of clients. Leading a team of L3 & L4 Leads, 26 CS’s & CM’s in Human Resource, people & stakeholder management, and end-to-end service delivery for US based client. Leading the Disability & Leave Services Team and managing Voice/Email channel for support. Leading and initiating performance reviews, development plans, scheduling, technology implementation and team growth. Ensure provision of high-quality support to US/UK/INDIA/CANADA Employees and strong performance is delivered on KPI’s like Productivity, Quality & Escalation along with other SLAs agreed with Clients. Managed a team of Case Specialists/Case Managers/Team Leads. Added value to the efforts of the organization and drove organizational objectives by successfully implementing process flow and enhanced systems through various improvement in projects. Successfully managed Inbound Email & Outbound voice queues and Email. Hands-on experience in setting up & rolling out Projects & overachieving expectations and exceeding all set goals by enduring customer relationships. Excelled in reporting like TP (transaction processing) status reports, WBR, MBR, Leadership & Team wise Shrinkage Management, EOS reporting, Assignments, Completion reports, Performance summary, Scorecard, etc. Leadership Principles: Earn Trust, learn to be Curios, Customer Obsession, Dive Deep, Ownership, Invent & Simplify, are right - a lot, Hire & develop the best, Calculated risk taking, Deliver Result. Part of Recruitment Team.