Phone: 425-***-****; Email: email@example.com:firstname.lastname@example.org
Address: Redmond, WA
Over 14 years of operations experience in services industry including 9 years at IBM Global Process Services. Notable experience includes leading end-to-end customer service and sales operations, setting-up and scaling new operations, and extensive client & vendor management. I have directly led teams with 200+ members and have held revenue and P&L ($1.7M) responsibilities. Consistently recognized for exceptional performance, people management, and process improvement initiatives.
January 2017- November 2017 Amazon (Operations Manager) - Led operations to improve Alexa Experience for Amazon Devices. Managing team of 120+ associates. Key responsibilities included:
Transition highly ambiguous newer initiatives from US to India
Hire and align resources based on their capability to different projects
Design process workflows for Quality and Operations for smooth transition
Coordinate between different sites/teams for knowledge transfer and training effectiveness
August 2016– Dec 2016 R R Donnelley (Associate Delivery Manager – Document Production)
December 2014 – July 2016 Accenture (Associate Delivery Manager – Insurance) – Operations Head for a leading US health care firm’s insurance process of more than 200+ associates. Key responsibilities included operations excellence, process improvement, client management, and people management. Key Highlights:
Managed rebalance of 60 resources between Manila and Chennai
Led automation projects for the entire function, improved efficiencies by 60%
Strong client partnership: reduced client escalations from 3.75% to 0.25% by restructuring team, automation, and by cross-utilization of resources
Strong people connect and retention measures: reduced annual attrition by 25%.
Value stream mapping and time & motion study for streamlined & detailed process view
Drove 20% reduction in new-hire ramp time and 15% higher training yield by restructuring training modules and assessment methodology
Key result areas: Quality, Client escalations, People Management, Turnaround time
Recognized for leading the highest operational improvement across all businesses at Chennai site
December 2010 – October 2014 IBM GPS (Delivery Manager – Eniro AB Back Office Operations) – Set-up and led back-office operations for the Nordic search and directory services firm. Managed transition, designed client modules for training and reference, and all internal processes. Key highlights:
Designed Client SOP and Business Process Management System (BPMS) for the new project
Managed $1.7M P&L: headed entire operations and delivery
Increased IBM profit margins by 40% through better seat utilization
Identified new revenue opportunities worth $160K through special project on Database Management and coordinates & image set ups.
Scaled up operations: transitioned and led three new business locations (Denmark, Finland, Norway) to the existing contract
Assisted Transition Team to set up the process, coordinated with location leaders, IT, HR, and Hiring for smooth transition
Key result areas: Productivity, Service quality, People management (hiring, attrition, employee development and career planning)
Recognised as “The Best People Manager” for the lowest attrition for 3 consecutive years across all business units
March 2009- October 2010: IBM GPS (Delivery Manager – Yatra.com Sales Operations) – Led INR 80 M inbound sales process for international flights operations of Yatra.com. Key highlights:
Led voice and back-office operations for a team of 120 employees
Led process improvement initiatives: increased profit from target of 700K to 80M during first year by streamlining the processes and hiring process changes
Designed and transitioned BPMS (Business Process Management System) of existing operations as per standard IBM guidelines
Key result areas: Revenue, Sales conversion rate, People management
Recognized as "The Best Manager" for bringing breakthrough process change that resulted in doubling of revenue and 35% reduction in customer complaints
January 2008 – March 2009: Yatra.com (Assistant Manager – Quality) – Set up quality department including hiring of QAs, designing quality reports, and quality audit sheets. Key highlights:
Managed quality-control vendor partners
Key deliverables: quality reporting & analysis including quality measurement system design, people management
October 2006 – August 2007: Deputy Manager – Quality, IBM GPS (Delta Airlines)
Jul. 2005 - Sep 2006: Assistant Manager - Quality IBM GPS (Delta Airlines)
Dec 2003 - Jun 2005: Quality Specialist IBM GPS (Delta Airlines)
Sep 2003 - Dec 2003: Customer Care Specialist IBM GPS (Delta Airlines)
Significant Process Improvement Initiatives
Accenture -Led automation project for Case Installation team that automated the repetitive transactional tasks, resulting in efficiency gain of 60% and achieved quality target of 99%.
IBM - Seat utilization improvement and AHT reduction: streamlined the volume distribution process that reduced AHT by 15%. Reduced costs by 40% through shift management.
Yatra.com - Improved sales conversion rate by 10% and improved the sales from 700K to 80M changing hiring profile and streamlining the operations processes.
Bachelors in Commerce, Delhi University, 1998-2001
Bachelors in Education, Indraprastha University, 2001-2002
Honors Diploma in Software Programming, NIIT, 1999-2001