Maneesh Goswami
Apache Junction,Arizona
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Proven strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
33
33
years of professional experience
Work History
MANAGER & CONSULTANT RCIC (REGULATED CANADIAN IMMIGRATION CONSULTANT)
INDICAN IMMIGRATIONS PVT LTD
05.2015 - Current
- Managed the office and employees.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and clients.
- Maximized performance by monitoring daily activities and mentoring team members.
- Controlled costs to keep business operating within budget and increase profits.
- Improved marketing to attract new customers and promote business.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
CUSTOMER EXPERIENCE MANAGER
FLAIR AIRLINES LTD
04.2019 - 08.2019
- As the CX Manager, I oversaw the delivery of programs and initiatives that are focused on providing superior customer service to Flair's customers at every touch point
- My key responsibilities included: ownership of the end-to-end customer journey map; maximize customer satisfaction through high quality contact centre services; provide timely and effective resolution to all customer complaints and concerns; to develop a strong customer service mindset and culture within the cx team and spread it to all the functions and departments; oversee and manage the complete on board experience
- Some of my key accomplishments: - Successful transition of the contact centre from Canada to Manila, Philippines and managing the team remotely
- Better structuring and resulting cost-saving of the customer experience team by converting the contracted staff to Flair employees
- Establishing and promoting customer focused culture within the team and promoting it across other functions
- Engaging positively with and responding to media as and when needed.
SVP AND COUNTRY MANAGER
TRANSWORLD SYSTEMS PHILIPPINES INC (TSI)
11.2014 - 04.2015
- TSI was spun off EGS (now ALORICA ) in October 2014 when Platinum Equity Group bought it
- I was an employee (Vice President Operations) with EGS and was selected by the board to manage the new company
- I led a team of around 1000 employees spread across 3 offices in Metro Manila region
- It was a country manager role with responsibility of the entire operation and clients and all support functions
- I reported to the global COO in the US
- Our outsourcing business included back office and contact centre operations for a very diverse client base
- My direct reports included the functional heads of HR, Recruitment, IT, Finance, and Operations.
VP AND DIVISION HEAD - OPERATIONS
EGS (ALORICA) PHILIPPINES
08.2010 - 11.2014
- One of the larger contacts centre companies of North America
- I managed a team of around 2500 employees spread across a portfolio of ten US clients in the following industries - Credit cards service and collections, Banks in US and UK, telecom companies in US and Canada, and Logistics companies in US
- My key responsibilities included - overall management of the operations and Clients, increasing our revenue and profitability as well as Employee and Customer satisfaction.
- I owned the profit and loss responsibility of the division
- I reported to the President in the Philippines and to the global President in US.
SVP AND COUNTRY MANAGER
IQOR PHILIPPINES INC
08.2008 - 08.2010
- New York based contact centre with clients like top Banks, US Airlines, Telecom companies of North America
- I led a team of around 3000 employees spread across three sites in Manila and Clark
- Key responsibilities included the overall management of the company's growth and operations delivery
- I was also the lead in all sales proposals and solutions for the country
- I was assisted by a team of 5 vice presidents across Operations, HR, IT, and Finance.
GM FOR UNITED AIRLINES CONTACT CENTRE
IBM SERVICES INDIA
09.2006 - 08.2008
- I managed the entire contact centre for United Airlines spread across Gurgaon, Mumbai and Manila
- Our team comprised of around 1500 employees and we provided services to United's customers via phone, email and mail
- We managed the Reservations, customer service, Baggage and Back office operations
- I reported to the Senior Vice President at IBM
- Led many initiatives including a Lean project to improve our overall Customer Experience across all channels
- I was selected to visit the ANA Airlines headquarters in Tokyo as a subject matter expert and consultant
- I reviewed their entire customer service and contact centre strategy and operations in details and provided them with solutions and educated suggestions to implement in short, medium and long term
- I was recognized by the airline's Customer Service Head for my efforts and action plans
- I was also awarded by IBM for my services.
HEAD OF STRATEGIC INITIATIVES
CITIBANK NA
07.2005 - 09.2006
- As the COO, my responsibilities included leading all strategic initiatives for our contact centres across India, in alignment with the global customer experience vision
- I was responsible for the operations of the entire contact centre division which had four big centres in different cities and led by individual centre heads and over 2000 employees
- Our team was the largest in the Non US regions and I led many process improvement initiatives in areas of productivity, efficiency, call volume reduction and also led the outsourcing project
- I also led the HR head function for the division.
SENIOR OPERATIONS MANAGER AND HEAD OF SOLUTION DEVELOPMENT INDIA
CONVERGYS INDIA SERVICES
12.2001 - 07.2005
- Was responsible for migrating and leading a large customer service project for Citibank NA from their Florida centre to India
- The team grew from an initial 50 people to over 1500 in the next three years
- I was one of the first Senior Managers in the Indian operation and helped the operations grow from a couple hundred to 10,000 in four years
- Was responsible for all RFPs and solutions across all sectors for the India operations
- Reported to the International Solution Development Head in UK and to the Country Manager, India.
AIRPORT MANAGER
JET AIRWAYS LTD
02.1998 - 12.2001
- I started as a customer service supervisor and trainer at DEL airport in New Delhi
- Managed shifts and licensed to prepare weight and balance load sheets for all Boeing aircrafts in the fleet at that time
- Was selected to launch and manage new airports from scratch (VNS and IXC) after which I was promoted to manage a large airport (BLR) in Bangalore with around 50 flights every day and leading over 500 employees across various departments and functions
- I reported to the head of Customer Service and Airports based in Mumbai.
STATION SUPERVISOR
EMIRATES AIRLINE
03.1993 - 02.1998
- I reported to the Station Manager, and my key responsibilities included - managing the airport teams at all touchpoints including check in, ticketing, baggage, arrivals and cargo, preparing manual and dcs laod and trim sheets, and preparing station reports for the headquarters
- I completed various training programs in our Dubai (DXB) training centre in Customer Service, Supervisory Skills, Reservations, Ticketing, Worldtracer systems, Load and Balance of aircrafts and Dangerous Goods.
CUSTOMER SERVICE ASSISTANT AND NETWORK SUPPORT
SWISSAIR
03.1991 - 03.1993
- I started as the launch team for starting Swissair's operation to Delhi (DEL) from Zurich (ZRH)
- I was trained in Zurich and Mumbai offices for over a month in customer service systems and in managing the DCS terminals
- I was assigned the additional responsibility of LAN and systems maintenance as I was an engineer and had interest in learning new systems
- My key responsibilities included check in, arrivals, boarding gate, baggage services and reservations
- Received various training in the two years in ZRH Head office in areas of customer service, load and trim, systems maintenance, transition to new airline systems, and an IATA Geneva training in Airlines Fares & Ticketing.
Education
CERTIFICATE PROGRAM IN IMMIGRATION: LAWS, POLICIES AND PROCEDURES -
UNIVERSITY OF BRITISH COLUMBIA EXTENDED LEARNING
10.2017
BACHELOR OF ENGINEERING -
BHARATI VIDYAPEETH COLLEGE OF ENGINEERING, UNIVERSITY OF PUNE, INDIA
04.1991
HIGH SCHOOL -
BAL BHARATI PUBLIC SCHOOL, NEW DELHI, INDIA
04.1985
Skills
- Contact Center Operations
- Customer Service Operations
- Financial Management
- Performance Management
- Operations Management
- Business Development
- Staff Development
Activities
I volunteer during my personal time at Habitat for humanity, Canadian Mental Health Association and at various Immigration and Refugee related events. I enjoy playing golf, and billiards. I speak four languages fluently- Urdu, Hindi, Punjabi and English.
Languages
English
Native or Bilingual
Hindi
Native or Bilingual
Punjabi
Native or Bilingual
Urdu
Limited Working
Timeline
CUSTOMER EXPERIENCE MANAGER
FLAIR AIRLINES LTD
04.2019 - 08.2019
MANAGER & CONSULTANT RCIC (REGULATED CANADIAN IMMIGRATION CONSULTANT)
INDICAN IMMIGRATIONS PVT LTD
05.2015 - Current
SVP AND COUNTRY MANAGER
TRANSWORLD SYSTEMS PHILIPPINES INC (TSI)
11.2014 - 04.2015
VP AND DIVISION HEAD - OPERATIONS
EGS (ALORICA) PHILIPPINES
08.2010 - 11.2014
SVP AND COUNTRY MANAGER
IQOR PHILIPPINES INC
08.2008 - 08.2010
GM FOR UNITED AIRLINES CONTACT CENTRE
IBM SERVICES INDIA
09.2006 - 08.2008
HEAD OF STRATEGIC INITIATIVES
CITIBANK NA
07.2005 - 09.2006
SENIOR OPERATIONS MANAGER AND HEAD OF SOLUTION DEVELOPMENT INDIA
CONVERGYS INDIA SERVICES
12.2001 - 07.2005
AIRPORT MANAGER
JET AIRWAYS LTD
02.1998 - 12.2001
STATION SUPERVISOR
EMIRATES AIRLINE
03.1993 - 02.1998
CUSTOMER SERVICE ASSISTANT AND NETWORK SUPPORT
SWISSAIR
03.1991 - 03.1993
CERTIFICATE PROGRAM IN IMMIGRATION: LAWS, POLICIES AND PROCEDURES -
UNIVERSITY OF BRITISH COLUMBIA EXTENDED LEARNING
BACHELOR OF ENGINEERING -
BHARATI VIDYAPEETH COLLEGE OF ENGINEERING, UNIVERSITY OF PUNE, INDIA
HIGH SCHOOL -
BAL BHARATI PUBLIC SCHOOL, NEW DELHI, INDIA
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