RICHARD JOHNContact number. 09955573909#6050 APT D, Laurel St., South Cembo, MakatiE-mail: richietdh@gmail.com 

OBJECTIVES_________________________________________________To become part of an institution that provides growth and intellectual stimulation for professional maturity and to contribute to its viability and growth. To work in an organization that is people-centered and excellence-driven.  WORK EXPERIENCETECH MAHINDRA BUSINESS SERVICES, Waterford, IrelandOperations ManagerFeb 2016 to Nov 2016

Roles: Successful Due Diligence of a Popular Retail Program

(TESCO PLC) from Cardiff, UK and Dundee, Scotland to Tech M, Waterford

End to End transition of all TESCO PLC LOBs and Channels for Ireland (Voice: Clubcard, Customer Service, GHS, & Store Reception; Non Voice: Social Media & Email)

End to end Operational Design (Training and Quality Management Plan, Reports etc)

End to End Process Mapping and Documentation End to End Business Acumen Managed end to end Social Media engagement for TESCO PLC

Customer Service (Socio) Developed MSA and KPI for TESCO PLC Resource Planning and Allocation Workforce Management Team Management Training and Development Day to Day Operational Tasks End to End SPOC for Client Communication and Servicing SPOC for TESCO STORES communication (140 Stores in

Ireland) SPOC for Onsite Clients and Client Visits

SPOC for Internal Global Reviews Site KPI and KRA Management Invoicing and P&L Management Designed KPI and Incentive models Support Team Management (Training, Quality, WF, and

Recruitment)

Tech Mahindra-vCustomer, PhilippinesAssistant Operations ManagerAugust 2012 to January 2016

Roles: End to End Transition of Express Gift Ltd Account from India to

Cebu, Philippines Onshore Due Diligence for Express Gift Limited, Accrington,

UK Account Management for Manila and Cebu (Express Gift Limited and

Blue Stem Brands, over 1000 FTEs peak) Ramp Allocation and Planning End to End Client Communication and Servicing Spearheads Onsite Client Visits for Retail Vertical Site KPI and KRA Management Designed KPI and Incentive models Day to Day Operational Tasks Operation Leads Management and Development Leads Client Reviews Escalation Management Process Management and Improvement ( Exchange ION Finalist) Goal Setting and Strategic Planning SPOC for Internal Global Reviews (Weekly, Fortnightly, Monthly, and

Quarterly) Reporting and Trend Analysis Support Management (WF, Training, Quality, and Recruitment) Business Development (Increased FTE size from 80 to 150 off

season, acquired 1 additional LOB for EGL) BCP Management Invoicing and P&L Management for Retail Vertical

SPOC for Internal Global Review for Retail Vertical Employee Engagement and Retention Projects

Tech Mahindra, vCustomer, Pune, IndiaGroup LeaderJuly 2009 to August 2012

Roles: Acting Manager for 2 accounts (Express Gift Ltd and Greenwich

India) Day to Day Operational Tasks End to End Client SPOC Operation Leads Management and Development SPOC for Client Reviews Escalation Management Goal Setting and Strategic Planning SPOC for Internal Global Reviews (Weekly, Fortnightly, Monthly, and

Quarterly) Reporting and Analysis Account KPIs and KRAs management Remote Management for EGL Manila

Tech Mahindra, vCustomer, Pune, IndiaTeam LeaderAugust 2007 to July 2009

Roles: Day to day operational tasks Team management KPI and KRA management Coaching and feedback People Development and Strategic Planning Client Review and Communication Reporting and analysis Workforce Management

Pioneered end-to-end LOB Transition (Express Gifts Ltd) from Pune to Manila, Philippines

Tech Mahindra, vCustomer, Pune, IndiaQuality Assurance ExecutiveAugust 2006 to August 2007

Roles: Call Evaluations Coaching and Feedback Operational and Training Inputs Call Trend Analysis Quality Management Training and Development Training Facilitation Module Creation Data Presentation and Reporting

Additional Skills Client Communication and Management KPI and KRA Management Invoicing and P&L Management Retail Expert Social Media Trend Analysis Due Diligence Proficient End to End Transition Management (MSA, SOW,..) Operation Functional Model Risk Management BCP Management Project Management Team Management People Management and Development Account Management Strategic and Resource Planning Resource Allocation Change Management

Quality Tools (FMEA, Pareto, Cause and Effect. Etc) Training Facilitation MS Office Tools proficient Workforce Management Scheduling and Forecasting Capacity Planning Business Impact Projects Business Development Process Improvement Projects Process Documentation Nice and CMS tool Proficient

Spoken and Written Language: English proficient Hindi proficient Malayalam proficient Marathi proficient

Personal Information: Married with dependent Valid UK Business Visa with Multiple Entry Musically and Technologically inclined

EducationPune University

Pune, India B.Com

 **References available upon request