Denny Thomas

Currently manage the South East Asia portfolio for a Fortune 10 client as the Regional Cx Lead with a team of 3200 + headcount

Portfolio revenue of $125 milion + spread across Trust & Safety (CoMo- Video,Text, Images & Apps), Customer Service, Procurement, Sales & Compliance

Improved overall team efficiency by streamlining project management processes and implementing new collaboration tools.

Reduced operational costs by identifying inefficiencies and implementing cost-saving measures in various departments.

• Manage a content moderation portfolio across India & Malaysia, spread across 4 cities with an overall headcount of 8900
• Global portfolio revenue of $112 million+ with a 24% YoY growth with a P&L responsibility
• Portfolio is spread across Video, Text, App & Image moderation, Scaled operations & monetization, Legal complaints, Account hijacking
• Global owner for business growth & farming for the portfolio.

• Responsible for Client verticals for India - Gurgaon, Hyderabad, Bangalore | Malaysia - Kuala Lumpur | Portugal - Lisbon | South Korea - Seoul with an overall headcount of 4500
• Global portfolio revenue of $52 Million with a YoY growth of 23%
• Set up and Transitioned two new locations for the client and Concentrix - Lisbon, Portugal & Seoul South Korea
• Portfolio was spread across Video, Text, App & Image moderation, Scaled operations & monetization, Legal complaints, Account hijacking
• Owner for business growth & farming for the vertical
• Set up the global wellness structure & practice for the account.

• Responsible for 3 sites at Noida - Client & Concentrix with an overall headcount of 2900
• Responsible for the P&L of the location & the accounts at Noida
• Responsible for managing the shared services of the location
• Set up the Concentrix Noida site from ground up for 720 seats
• Supported the client in setting up of operations at the client site in Noida - Ramp up from 550 to 2500 headcount in 4 months
• Responsible for business growth for the location, farming of existing accounts and new logos.

• Responsible for 4 sites spread across 2 cities - Vizag & Hyderabad with an overall Headcount 2700 spread across seven clients
• Responsible for client relationship management and P&L for the accounts run out of Vizag & Hyderabad
• Responsible for the shared services operations out of the location
• Set up a Concentrix site of 1000 seats at Vizag starting from site selection to infrastructure set up
• Supported the client in setting up of operations at the client site in Hyderabad - Ramp up from 0 to 550 headcount in 3 months
• Responsible for business growth for both Vizag & Hyderabad through farming of existing accounts and new logos
• Judged as the best location on Esat across India and second best globally for Concentrix
• Awarded as the 'Best Emerging Location' for India.

• Led multiple accounts across BFSI & CRM
• Was responsible for the PnL for all the domestic delivery accounts at the location
• Played an instrumental role in getting new logos and farming of existing accounts
• Transitioned a green field account which was a 1st of its kind across the globe providing end to end care for farmers over the phone.

• Led the 1st ever employee rebadging for the organization - 250 employees rebadged
• Led a team of 300 FTE across 2 locations comprising of sellers, ticketing & customer service associates
• Managing the operations, quality, workflow and the training team of the project
• Responsible for the overall productivity, quality of the project
• Responsible for budgeting and achieving the revenue & profitability targets for the project
• Implementation of the project as agreed contractually with the client
• Set up the second location for the customer.

• Led a team recruiters for the Business unit
• Managed the end to end delivery to operations and shared services functions
• Responsible for sourcing and delivering talent using multiple channels
• Responsible for budgeting and ensuring that costs are aligned within the targets
• Working in liaison with internal customers to ensure optimum delivery to the client.

• Transitioned a technical support project for a leading UK ISP
• Managed the operations, quality, workflow and the training team of the project, in total a team of 1370 people
• Responsible for the client agreed SLA's of the project
• Responsible for budgeting and achieving the revenue & profitability targets for the project
• Implementation of the project as agreed contractually with the client
• Exceeded customer expectation in all metrics which resulted in a ramp up from a 32 FTE project to 1370 FTE.

• Transitioned Customer Service Voice and an Email process for a fortune 500 company
• Customized the Kana CRM application for the customer
• Managed a total of 6 teams divided into 3 teams each of voice & email with 15 and 20 Customer care specialists respectively; each of the teams managed with a team management of Team Leaders and Leads
• Managed the quality department of the process which had a Quality Leader and 2 Senior Quality specialists.

• Managed 5 teams of 20 Customer care specialists each with a team management of Team Leaders and Leads for a fortune 500 company
• Managed support for UK, US, France and Germany
• Was recognized for the Operations Team with the lowest attrition
• Responsible for the incentive management of the project
• Responsible for all HR and IT related issues of the project
• Responsible for managing the seasonal spike
• Set up the German & French language email process for the account.

• Transitioned the Quality process of the client and set up the quality department at Daksh for the client
• Managed the quality and training department for an eretailer which had both UK and American processes
• Managed a department which consisted of a Training Manager, an Assistant Quality Manager and a team of 12 Quality and Training Leaders
• Was the client's single point interface for all quality and training related issues in the project
• Part of the COPC implementation team for the account.

• Managed 3 teams of 18 Customer care specialists each with a team management of Team Leaders, Quality Editors and Leads
• Was responsible for turning the performance around for one of the lowest performing teams in the project.

• Managed a team of 18 Customer care specialists
• Was responsible for bringing up one of the lowest performing teams in the project
• Was adjudged the best team of the season
• Received recognition from the client 'Over The Top' customer service award - the first team to get this prize in Daksh
• Set up the transport department for the organization
• One of the first Team Leaders to be promoted to the position of a Manager - Operations.