Hemanshu Malaviya Email Address

Contact Center Manager

Eviivo is an internet company which provides booking solution for B&Bs, hotels, vacation and city rentals.

Helping companies deliver a consistent and seamless multi-channel customer experience. I am customer focused, highly reliable and motivated with 15+ years experience in Customer Care Operations with a comprehensive background in call centre operations, business support, analysis, and customer relationship management. I am an effective communicator and liaison, known for setting up contact centre operations within the UK and Asia. I have a proven ability to juggle several simultaneous projects while working under pressure in rapidly changing work environments. Driven by continuous improvement and the ability to analyse statistical data (customer insights) and picking up trends and changes in customer journey, call patters and efficiently reshaping internal operational model design / process / workstream to cater for changes and customer demands. Highly experienced in dealing with different sizes of operations, in-house and outsourced. Vendor management, including setting up of contractual requirements, key performance indicators and service level agreements with outsourcing partners. Experience in forward planning, implementing improvements, streamlining work streams and exceeding KPI’s and SLA’s in a fast pace and exceptionally demanding environment. Customer Care Operations Customer Relationship Management Customer Journey Mapping Outsourcing Vendor Management Continuous Improvement SLA's & KPI's Programme Management Project Management Change Management Business Process Re-engineering Interim Managemen