Team Profile ...
K K Cariapa – is the developer and founder of The Beanpod.
He was the founder Managing Director of Mainstay Teleservices a company involved in offering call center and back office services to clients from North America, Canada and the UK. Here he developed the Internal Customer Satisfaction function (ICS), because he believed that the key success driver in this business is People. ICS was a culture, every manager was measured on the satisfaction and motivation levels of his People. The ICS team was measured on the satisfaction levels of all employees and their motivation levels. They ran various development programs all through that offered Extra Value to the engagement the Internal Customer had with the organization. This paid dividends with the company having record retention levels. People knew the company genuinely cared for them. Way back in 2002 they were among the first to recognize the need for a dietician advice and stress management. They set some industry first standards.
He is also the founder Director of Mainstay Teleconsultancy that set up contact centers and CRM operations for Motorola, Digital, Standard Chartered Bank, BPL Ltd., Parametric Technology Corporation, 3M Health Care among others. In all these implementations people and related processes have been the core.
He started the Teleconsulting Practice at Ogilvy & Mather Direct and implemented projects for DHL, ANZ Grindlays Bank, IBM, Philips Helpline, Ponds’ Institute Consumer Response Center, Brooke Bond Lipton India Ltd., Coats Viyella among others.
He has been the VP Operations with Swift Response, a New Jersey based BPO Company and Director of Sales with Andale an auction management company based out of Mountain View, California.
He was inspired in employee relations when he worked for Consolidated Coffee Ltd., in 1992; now Tata Coffee Ltd. He is trained and licensed to administer the Thomas International Personal Profile Analysis.
He believes that of the primary key success drivers in any business which is:
- People
- Technology
- Process and
- Quality
“People” are the most potent. In The Beanpod he focuses on applying his learning from practicing Customer Relationship Management to managing the Internal Customer.
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