Ramesh Gopal

• Led the development of AI-powered solutions tailored to customer need
• Led the management of RFPs and RFIs, ensuring alignment with business objectives and industry standards.
• Ownership for creating a feasible and scalable solution and ensure that there is buy-in from delivery and leadership team
• Delivered impactful solution presentation to clients and internal teams.
• Created product and training materials, including competitor analyses and sales aids.
• Identified new service offerings and strategic partners, enhancing service delivery and cost efficiency.

ACHIEVEMENTS:

• Secured a $100 million BPaaS deal in the Middle East, encompassing the implementation of an RCM platform and Document Management System."
• Renegotiated contracts worth $25 million with a leading healthcare RCM provider, by utilizing Gen Ai solution which helped in reducing training and ramp-up time by upto 25%
• Reduced cost of operations by up to 40% by maximizing our RPA (Robotics Process Automation) capability and retained business worth $11 million
• Secured multiple deals worth up to $10 million with a leading Health Plan, including a $3 million new scope of work

• Managed annual revenue of $1 million
• Responsible for service delivery, customer NPS, billing, and process improvements.
• Consistently delivered >25% Gross Margin through operational efficiency

ACHIEVEMENTS:

• Increased revenue by 10% by scoping additional services within existing clients.
• Achieved cost savings of $84k through Lean and Six Sigma projects.
• Implemented new process flow for effective denial management, which improved cash flow by upto 5% across clients
• Improved AR aging and processing times with newer workflow, RPA implementation with significant impact on customer cash flow

• Managed annual revenue of $500k for Barclays Retail Banking Operations
• Led and mentored a team of 5 Team Leads and 200 associate
• Responsible for overall service delivery – Account Operation Planning, Cost Management, SLA management, Manpower planning, Attrition management
• Responsible for Client Management – Additional scope, Process Improvements, Escalation and NPS Score

ACHIEVEMENTS:

• Consistently over delivered on the Account operation plan by 10% through cost savings initiatives and adding new scope of work
• Consistently achieved 80% score on Customer NPS score
• Seamlessly transitioned from Legacy to Siebel systems with zero impact on SLA

• Led a team of 30 associate for Inbound Contact Centre operations
• Responsibility included – Team Management, Attrition Management, Feedback on Call quality, SLA Management

Achievements:

• Improved cross selling rate by 10% through continuous feedback mechanism
• Elevated C-SAT scores from 65% to 88%.