CURRICULUM VITAE

adf1s1@r.postjobfree.com

+971*********

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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