Customer Service Manager

Name: Amin.K.Wadhwani Address: Unit *** **** Markham Rd.

DoB: 4th February 1978 Toronto

ON, M1H 3A2

Ph: +1-647-***-****

Email: ****.********@*****.***

Career Objective

To be among those who get things done in the general interest, wherein my

responsibilities and duties play a major and vital role, to take and face

the challenges, able to explore my skills, talents, competencies and career

growth in diversified area, in order to gain more cross functional

experience and business skills and make significant contribution to the

augmentation of the dynamic and professional organization, which provides

ample opportunities for excellence.

Summary of Skills and Experience

12+ years of experience in the Service industry in core areas of

Operation, Consulting, Business Development, Customer Relationship

Management, across HRO, Procurement, FnA, Banking & Finance and Customer

Interaction Management.

Areas of expertise

PnL Management

> Financial Planning and Management

> Annual revenue and cost forecasting

> Understanding of strategic levers for cost and profit optimization

Relationship Management

> Handling client relationship, across multiple geographies

> Translating client vision and requirements into tactical level

implementation

> Coordinating with multiple location delivery center

> Negotiation and finalization of SLA's in accordance to guidelines and

agreements

> New opportunity identification

Business Development

> Involving in MVD's with prospective customers during bidding process

> Responding to RFI, RFP and RFQ's

> Solution architecture of BPO processes

> Business development through internal scoping activities

Transition & Project Management

> Over seeing delivery and transition project

> Creating project plans and tracking performances against set

milestones, deliverables and schedules

> Planning and scheduling Ramp-ups and Ramp-downs at delivery locations

in tandem with process requirements and client optimization strategies

> Providing inputs for effective service delivery and effective resource

planning

Operations

> Setting long term vision and short and medium term targets

> Operational risk management

> Aligning SLA's to business objectives

> Process Transformation and continuous improvements

Experience

Mar 2013 - Dec 2013, ScaleneWorks LLP, Bangalore

Head Managed Services

. A consultative sales and Operations roles PnL across multiple accounts

with annual revenues of over $1 MM

. Responsible for setting up of multi-site Managed Services for HRO for

one of Top 5 IT companies in India, In areas of Talent Acquisition,

BGV, AP, Vendor Management etc.

. End-to-End lifecycle engagement from Opportunity Identification,

Solution Architecture, Transition and Process re-engineering, SLA

definitions & setup and Operations.

. Increased Billable FTE's from 35 to 300 in a span of 6 months

Sept 2010 - Dec 2012 Accenture, Canada

Onsite Service Delivery Lead

. Responsible for PnL of existing account with annual revenues of over

$10 MM in areas of Supply chain Management, Accounts Payables &

Receivables and Technical Helpdesk

. Annual financial planning and projection

. Responsible for ensuring seamless delivery across 3 countries with a

team of 400+ resources

. Responsible for $1Mn Y-o-Y growth targets

. Ensure effective delivery against client business objectives and

contractual SLA's

. Achieved growth of $1.2 Mn for FY-12

. Responsible for setup of BPO navigator at account level, catering to

customer business metrics analytics

Senior Specialist (Enterprise Work Force)

. Aligned to Accenture EFW shared services

. Handled a team of 100+ resources, for the Accenture recruitment

screening process, across its IT, BPO and EWF functions

. First team across ABS globally to be certified stable using the

Accenture Opex model

. Created excel based workflow tool, resulting in 20% productivity

Increase, while reducing CNR% by 80%, and enabling 100% ER

prioritization

Jul 2009- Sept 2010 Wipro BPO, Bangalore

Business Development Manager

. Part of the Wipro BPO Procurement and Order Management Practice and

Business Development team, was responsible for UK and European Market

. Involved in creating the complete Go-to-Market plan and partnerships

for Wipro in the TEM space

. Responsible for horizontal bid responses to RFX's.

. Awarded deal of the quarter for closing a $8Mn in the procurement

space

. Was involved in a consulting assignment to drive Lean across one of

UK's largest retailer

Dec 2006- Jan 09 Tata Consultancy Services Ltd, United Kingdom

Account Manager

. Primary work profile included Opportunity Identification across Europe

for enhancement of existing business, Program / Project Management

for multiple Due Diligence and Transitions across Europe and service

delivery across multiple delivery centers

. A key contract person, was responsible for negotiation of Service

Levels and closure of 8 SOW's across Europe

. Handled delivery across 2 location for 10 European regions with a team

of 250+ FTE's

Primary Consultant

. Worked as a primary consultant for a chemical giant, to set up their

FnA and Procurement operations in Hyderabad

. Provided consulting in areas of process Mapping, Feasibility Analysis,

transition, Operations, Information Security, Employee Retention, HR

Policies, Org Structures and Designations

. Created MIS reporting tool created for Hyderabad center for client was

adopted for their delivery centers across Gurgaon and US

Asst Manager

. Handled a team of around 80+ associates, for a Procurement and

Accounts Payable process for a US based retail chain

. Actively involved in remote transition of processes, using standard

transition tollgate methodology, and creation of documentation like

SOP's, Process Maps, SLA finalization and statement of work

. Responsible for delivery of key process metrics

June2005- June 2006 3 Global Services Ltd, Mumbai

Team Leader

. Worked for an Australian Telecom process, with a total size of 30

agents, and a team coach

. Was pivotal in driving up conversion across the floor from 34% to 45%

in a times span of 4 months

August 2003 - April 2005 e-Serve International Ltd, Mumbai

Team Leader

. Handled a team of 20 agents for an inbound customer service process

for one of the world's largest bank

. Transitioned a process from US for a major credit card provider

August 2001 - May 2003 G. E. Capital, Hyderabad

Process Associate

. Worked for an Inbound Credit Customer Service project as an advisor

Education & Qualifications

BE [E&TC]: North Maharashtra University, Dhule India

Marks : 60.34 %

Computer Skills:

. Operating systems Dos, Unix Windows NT

. Experienced user of Microsoft office products, including Visio and

Project

. Extremely proficient with Microsoft Excel, and VBA (Macros)

. Keen user of the Internet

Passport Details:

. Valid till 03/12/18

. US Business Visa Valid till May 2017

. Canada Work Permit Valid till August 2015

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