Ganesh Kumar Ramachandran

As the Head of Contact Center at Ekiwi Global Malaysia, I manage a team of more than 150 telesales agents
and five supervisors, ensuring the daily operations of the call center meet the sales targets and align with the
company's objectives and strategies. I have over six years of experience in senior operations management roles
across various industries, including banking, BPO, and contact centers.
I am skilled in customer relationship management, customer experience management, customer onboarding,
team management, and training. I have successfully implemented procedures, policies, scripts, and promotions
to attract and retain customers, as well as analyzed sales data to improve processes and resource allocation.
I have also developed and executed dialer call strategies, compensation plans, QA guidelines, and new hire
training modules to optimize and maximize the performance of my teams. I hold PCEIA, CEILLI, and Business
Development: Strategic Planning certifications, and I am fluent in English, Bahasa, Cantonese, and Tamil. I
am passionate about driving business growth and customer satisfaction through operational excellence and
innovation.

Managing team with more than 50 telesales agent and 5 supervisors Managing the daily operation
of the call center to meet sales targets and in line with the Company's objectives and strategies:
Create procedures/policies for sales team to ensure target achievement; Setting team’s KPIs to reach
Company’s targets; Create appropriate call scripts/sales promotions to attract customers; Analyzing
sales data to improve processes and ensure resources are properly allocated, maximize efficiency and
customer satisfaction; Monitoring random calls to improve quality, minimize errors and track operation
performance; Ensuring all relevant communications and data are updated and recorded; Reviewing
the performance of staff, identifying coaching needs and planning coaching sessions Handling the
most complex customer complaints or enquiries; Supporting subordinates to solve difficult issues and
giving suitable directions; Proposing staff changes in assigned areas, including the hiring, promotion,
demotion, and vacations, leaves of absence and release of staff; Evaluating staffs on KPIs in end year
and creating new KPIs for next year; Preparing daily reports on sales Motivating and retaining staff

Bachelor’s Degree, Economics and Finance
2000 - 2004