§         Team Building & Developing Staff

§         Client focus & Communication

§         Strategic Planning

§         Quality Improvement

§         Statistical Analysis & Forecasting

§         Performance Management

§         Seat & Capacity Utilization

§         Problem Analysis & Resolution

 

Organisation	Experience	Vertical	Functional Role
American Express    (1 yr.)	1 year	Early stage UK Collections, i/b, o/b voice support	Vendor Management
IBM Daksh             (1yr.)	6 months	Tier1 Tech. support, i/b email	Operations
	6 months	Voice & Email	Work Force Mgmt.
Tracmail India    (4.25 yrs.)	6 months	Voice, Chat & Email	Work Force Mgmt.
	6 months	Late stage US Collections & Skip tracing	Transition & Operations
	2 years.	Early stage US Collections, i/b, o/b voice support	Operations
	1 year.	Tier1 Tech. Support, i/b email & sales, i/b chat	Operations
Wintech & Near Computer Education	2 years.	Computer Training Institutes	Center Mgmt. & Business Dev.
BPL Ltd	1 year.	Consumer Durables	Sales

i/b=In-bound, o/b=Out-bound

 

 

PROFESSIONAL EXPERIENCE

 

1.     EMPLOYER: American Express (I) Pvt. Ltd (Jul 05 – till date)

 

ABOUT THE COMPANY: American Express, is one of the world's largest financial institutions, a leading global payments, network and travel company founded in 1850, operating in over 130 countries around the globe with 80000 employees and revenues of USD 30bn.

 

Service Delivery Leader – Credit Vendor Operations (Vendor Manager)

§         Overall responsible and accountable for the management, guidance and supervision of one of the collections vendors of American Express

§         Providing day to day real-time leadership and local support for timely closure of vendor performance gaps and opportunities

§         Serving as local representative of AmEx in leading changes in process scope, procedures, & implementation of special initiatives

§         Acting as Single Point Of Contact for the vendor

§         Ensuring SLAs are met

§         Providing feedback and training suggestions to vendor with regards to actioning and readiness level of each analyst

§         Ensuring vendor delivers same level of customer commitment and C-Sat results are better than internal AmEx scores

§         Conducting regular security and compliance audit

 

 

2.     EMPLOYER: IBM Daksh Business Process Services Pvt. Ltd (Jul 04 – Jul 05)

ABOUT THE COMPANY: Daksh, an IBM subsidiary, is one of India's largest providers of Business Process Outsourcing services to Fortune 500 companies in the areas of transaction processing and customer care services. IBM Daksh today is 10,000 + employees strong.  

Manager – Operations (Jan 05 – Jul 05)

§         Lead an email customer service & 1^st level technical support process of 200 FTEs representing world’s largest online auction venue

§         Productivity improved by 12%, Converted most of the reds to green in terms of meeting SLAs

§         Successfully Launched 6 new queues

§         Delivered month over month consistent improvement in C-Sat

§         Developed, coached, mentored team managers, thereby achieved excellent E-Sat

§         Improved seat utilization by 34%

§         Improved project profitability from 20% to 41% within three months after taking over operations

 

Manager – Work Flow (Head of the Department) (July 04 – Dec 04)

§         Optimized utilization of the human resources by monitoring effectiveness of scheduling & rostering and meeting the SLAs at the same time

§         Analyzed seat & capacity utilization to minimize the related costs

§         Administered the automation of generation of reports through integration of CMS (Avaya) reports and Excel spreadsheets

§         Rationalized client reports

§         Participated enthusiastically in the green belt six-sigma project for reducing transportation cost

§         Lead a project for green belt six-sigma project on attendance & schedule adherence and seat utilization

 

3.     EMPLOYER: Tracmail India Pvt Ltd (April 2000 – June 2004)

 

ABOUT THE COMPANY: Tracmail is a leading provider of outsourced interactive communications solutions and serve mission-critical customer touch points using an integrated suite of voice and net-based technology solutions. Tracmail pioneered the concept of leveraging cost effective offshore-based talent to help the client drive down the cost of providing those services. They service mission critical customer touch points using an integrated suite of Web and voice based technology solutions.

 

Senior Manager - Manpower Planning & Analysis         (Dec 2003 – June 2004)

Senior Manager - Service Delivery                                   (April 2000 – Dec 2003)

 

§         Administered, developed, and implemented the tools to improve the overall utilization and profitability of the organization, such as, Management Information System, Forecasting, Scheduling, Escalation Flags, and Dialer Management.

§         Managed and transitioned successfully a project of Third Party Collections (TPC) for an American Financial Institution

o        Completed the training on Third Party Collections in the USA

o        Mentored and handled a work force of 50 team members and managers

§         Successfully transitioned and completed a telemarketing project for a leading “Extended Warranty for Automobiles” Company. Mentored and handled a work force of 40 team members and managers

§         Led a team of 150 agents and managers as in-charge of a voice based First Party Collections project for an American Financial Institution.  Successfully designed and organized the project to move on to other projects

§         Managed web based E-mail (Tech Support) and Chat (Customer support/ up selling) programs

§         Developed strong and effective relationships with the clients, and the internal departments and colleagues

§         Advocated and enhanced an effective cross communication channel with clients and the customers’ business functions, such as, technology, finance, and administration

§         Contributed consistently in the strategic development for efficiency and effectiveness of the processes

§         Managed and directed effectively the service quality to meet the SLAs, such as, spins & rollovers, contacts/FTE, Aging, Service levels, Compliant (FDCPA)

§         Executed a full management responsibility to increase collection revenue

§         Recruited, trained, developed, motivated, and apprised a team of Collectors, Team Leaders, Quality Leads, Team Managers, and Service Delivery Managers to ensure that the application of the resources achieved maximum efficiency. Identified the training and the development needs and worked with the support departments to address the requirements

§         Analyzed micro and macro performance indicators from internal and external reports. Generated reports to assist in the long term planning. Reviewed and monitored rigorous client service standards across the teams to meet SLAs.

§         Developed dialer strategies and gained fair operational knowledge of Melita dialer

 

4.     EMPLOYER: Wintech Computers              (Oct 1999 – Mar 2000)

 

ABOUT THE COMPANY: Wintech was one of the leading providers of IT education with branches all over India

 

Center Manager (Branch Head, Vile Parle (E), Mumbai)

 

§         Managed an independent profit center with a team of 20 subordinates

§         Increased the billing by 280% in the very first month

§         Implemented promotional activities to increase number of inquiries about the programs offered in the center

§         Implemented marketing and communication skills workshops for subordinates to convert the inquiries to enrollment there by increasing the profitability

 

 

5.     EMPLOYER: Near Computer Education   (Jun 1998 – Sep 1999)

 

ABOUT THE COMPANY: Near was one of the leading education institute of Website designing, Multimedia & Animation packages. It had 18 branches in Mumbai

 

Manager – Business Development

Center Manager

§         Coordinated with all branches for promotions and collections.

§         Generated revenues for the company through corporate clients.

§         Placed students as website developers in web development companies.

§         Designed, planned, and executed awareness campaigns all across Mumbai.

§         Promoted as a Manager – Business Development within six months of employment as a Center Manager

 

6.     EMPLOYER: BPL Limited    (June 1993–December 1994 & June 1995–December 1995)

 

ABOUT THE COMPANY: BPL Limited is a very reputed consumer electronics manufacturer & services company.

 

Sales Executive

§         Sold BPL washing machines in the area allotted in Nagpur

§         Executed promotional campaigns to increase the sales

  

QUALIFICATION

 

·         Masters of Management Studies (Marketing), Mumbai University (1998).

·         Bachelor of Science (Electronics), Nagpur University (1995).

 

 

CORPORATE TRAINING. 

 

• The 7 Habits of Highly Effective People – Franklin Covey
• “My Strengths” – e-Learning Program, The Gallup Organization

1. Responsibility 2. Developer 3. Arranger 4. Relator 5. Learner

• Effective Leadership Skills Workshop – Carnegie Consultants.
• Time Management - In-house workshop.
• Appraisal Workshop – In-house Workshop.

 

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