Manager Sales
Resume:
CURRICULUM VITAE
*****.***********@*******.***
Dubai, UAE
https://www.linkedin.com/in/ameya-
chakravorty/
Ameya Chakravorty
Digital transformation
Automation RPA
Consulting Project
Management AI/ML RPA
CMR Process Mining-
Discovery
AREAS OF EXPERTISE
Robotics Process Automation RPA
Project & Program Management
Integrated Digital Platform IDP
Continuous Improvement
Customer service Mgmt.
Automation Consulting
Digital Transformation
Cognitive Automation
Pre-Sales solutioning
Arti cial intelligence
RFI & RFP Support
Machine Learning
Six sigma & Lean
MOST PROUD OF
Strategic Thinking
Planning & Prioritizing
Team Work & Goal focused
SUMMARY
With over 17 years of experience in Digital Transformation, Automation/Transformation consulting, Project Management, Operational & change Management and Transition Management; I have been at the forefront in driving digital transformation strategies & implementations across industries streamlining business processes, de ning continuous improvement process, accelerating deal conversions & building a strong business pipeline. Experienced Leader with a demonstrated history of working in the information technology and services industry. Skilled in Projects, Automation, Digital Transformation, Business Process Re-engineering, Total Quality Management (TQM), Business Process Improvement, Data Analysis, and Customer Service Management.
WORK EXPERIENCE
Director Project Management
AntWorks DMCC
Dubai, United Arab Emirates
• Managing relationships with key executives/stakeholders
• Pre-sales product demo for prospective customers - CMR, AI/ML, RPA & Cognitive automation
• Requirement gathering & proposal creation
• Supporting Pre-Sales, Business Development, Consulting & Thought Leadership activities
• Involved in Solution/Tech sales and in delivery of the projects
• Conceptualizing & contributing to the overall automation solution architecture
• Working closely with clients to solve their unstructured data challenges
• Identify Robotic Process Automation (RPA) & AI opportunities
• De ne RPA value proposition, Consult on process re-engineering inputs for improving automation adaptability
• Conduct & consult on High-Level RPA Assessments on client's business processes
• Develop detailed project plans for RPA implementation
• Integrated Project strategy Governance & Reporting implementation
• Manage E2E RPA life cycle implementations along with resource alignment and planning
• Internal & third-party vendor co-ordination
• Manage changes to the project scope, project schedule and project costs
• Measure project performance, risk management activities
• Track project performance to analyze the successful completion of short and long-term goals Jul 2019 - Present -
Deputy General Manager Process Excellence
Cognizant
India
• Lead Voice Digital transformation initiative across P&R portfolio (India & Manila)
• Delivering Pre-sales & RFP/RFI support
• Process excellence program management
• Working on business process re-engineering and automation engagements
• Developing & establishing process excellence & governance framework
• Driving continuous improvement projects
• Leading the transition to go-live for all newly acquired retail accounts
• Operational SLA base lining for all new/established accounts
• Training the teams on FMEA & CAPA Methodologies
• Executing Lean six sigma Digital VSM (Value Stream Mapping Projects) across potential accounts
• Driving automation assessments & Implementations using (Ui Path & Automation anywhere) and deployments across projects
Key Achievements:
Awarded Best Business Impact Project for H1 2017 on “Walmart Accelerated Product Catalog Enrichment” project for delivering 50 FTE business bene t
Won Transformer award for best retail transformation project 2018
Spear headed automation assessment & implementation that resulted in 60 FTE worth saving
(US$ 1.98 MM)
Created & successfully executed Automation strategy road-maps for key accounts
Created strategy & implementation on Voice Automation leveraging omni channel, visual troubleshooting, Co-browsing, Chatbot, Voice bots, SNOW, Avaya OCEANA, Rescue Lens, Central, Bold 360 AI and several other technologies
Oct 2016 - Oct 2018
PERSONAL SKILLS
Communication 100%
Team Management 100%
Innovative 90%
Leadership 90%
Decision Making 90%
Adaptability 90%
Problem Solving 80%
Flexible & Dependable 80%
EDUCATION
Executive Mgmt. Development in
Strategic Business Mgmt.
XLRI
India
Feb 2016 - Apr 2017
Bachelors of Arts Political Science
(Hons)
University of Delhi
India
May 1999 - Jun 2002
Associate Head Quality
Tech Mahindra
India
• Managed international Service desk, retail, customer service programs
• Leading Digital transformation & Automation initiatives (Voice- IB/OB, Chat & email)
• Overseeing quality assurance & continuous process improvement projects
• Creating strategies for service improvement and enhancement
• Transition and Planning, RFI & RFP support
• Driving Exchange ION initiative (Best Practice sharing Forum across locations)
• Driving Automation scoping analysis and deployments Key Achievements:
Executed zero cost hiring strategy for ramping up to 800 FTE with zero hiring costs
Formulated NPS strategies which delivered highest NPS scores across 11 partners
Implemented experiential learning model for fast tracking leanings for newly hired Associates
Created & implemented continuous improvement projects across domains Sep 2015 - oct 2016
Deputy General Manager Quality
DishTV
India
• Created PAN India customer loyalty & retention Program
• Digital transformation & Qualitative service improvement plans across partners
• Analysis CSAT metrics and initiating customized action plan for improvement at sites; • Conducted periodic partner reviews (weekly, monthly & quarterly)
• Providing strategic directions to partners for improving operational ef ciencies like Average Handle time, wait time, Service Levels, Abandoned rates, and CSAT Key Achievements:
Conceptualized quality audit sheets for Inbound, Outbound, Back-end & Accounting Teams
Managed 100+ team members with <3% attrition rate
Establish hiring desk for hiring CSRs (13 geographical locations across over 10 languages)
Instrumental in managing partner expectations & single point of contact for all escalation
Formalized Input and output based scorecard for measuring site and Process ef ciencies. Apr 2014 - Aug 2015
Sr. Manager – Training, Quality & Operations
Mphasis an HP Company
India
• Managing Q&T metrics for 6 circles PAN India for (Telecom provider Idea)
• Facilitating VAS initiatives aimed at improving customer satisfaction index
• Design and implemented “Engagement Model” focused towards L&D & retention
• Managing Hiring and maintaining a diverse and effective workforce.
• Analyzing long-term impact of new or anticipated strategies and decisions
• Creating & implementing Customer satisfaction & Instant customer feedback strategies Nov 2010 - Apr 2014
Deputy Manager Quality
Arvato Bertelsmann
Gurgaon, India
Signi cant Highlights:
Transitioned a new process from Russia Moscow ( Tech Account: Acronis)
Successfully managed 25 team members with 0% attrition rate
Overachieved CSAT targets for 2 Microsoft Businesses for 24 consecutive months
Successfully completed various skill enhancement training's for the team
Instrumental in managing client expectations & single point of contact for all escalation
Initiated and implemented several automation projects for operations and T&Q function. Feb 2008 - Nov 2010
Assistant Manager – Enterprise Quality & Trg
vCustomer
India
Key Achievements:
Got Delhi & Pune Center re-certi ed on ISO 9001
Instrumental in setting up various internal processes -ISO 9001
Worked as an Assessor for V certi cation (certi cate program for Managers)
Trained new trainers on a customized module for Train the Trainer
Led Coaching and feedback training for QA's, TL's and HR team Mar 2006 - Feb 2008
Identi ed and implemented various automation projects leading to higher productivity and accountability.
Sr. Executive Quality (Quality Coach)
Vertex Customer Management
India
• Handling call monitoring for inbound/ out bound calls, coaching & feedback
• Generating various clients’ facings reports and analysis.
• Conducting internal and external calibrations with the client.
• Creating monitoring plan for all the Quality coaches in the program.
• Providing feedback to the Business Associates on their opportunity areas.
• Managing compliance team, complaints and its effective resolution
• Providing process training to the new coaches
Aug 2002 - Mar 2006
LANGUAGES
English
Hindi
TRAINING & CERTIFICATIONS
PMP Trained
PMI
Certi ed ISO 9001 Internal Auditor
BSI
ProcessOne Automation Level 1 & 2 Certi ed
Cognizant
Process Discovery
AntWorks
Cognitive Machine Reading
AntWorks
Six Sigma Green Belt Trained
QAI
Coaching & feedback specialist
Nobel Manhattan UK
HOBBIES
Travel Table Tennis Driving
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