Amit Mathur

Sumadhara Soham Flat no *** J Block,

ECC Road, Whitefield, Bangalore- 560066

Karnataka, India

Mobile # 098******** / 095********

E-Mail : adhacg@r.postjobfree.com

Objective

“Believing that Professionals and Leaders build an organization and craft the growth of every individual in the organization, I want to be one in this category. I therefore seek to be a part of such an organization which provides professional excellence and leadership opportunity where Innovation and Creative talent are deposited.”

Summary of Skills & Strengths

Twenty years of rich experience working in diverse & multicultural businesses.

In-depth management experience and sound understanding of the dynamics and varied aspects of call centers, customer support and customer service.

Strategically driven & highly focused in getting things done. Proven skills in delivering results.

Strong motivational & leadership skills.

Channel rich communication skills, meticulous in approach, energetic and strong sense of commitment.

Professional Achievements

Received “Best Process Award” by the client across partners for the month of Feb & March, May.

Received “Best Manager Award” across sites for three consecutive quarters in year.

Received “Best Queue of the Quarter Award” for superior performance of process for a quarter in year.

Received “Service Excellence” award for performance for the year.

Received “Service Excellence” award for superior performance of team for both qualitative & quantitative aspects in Customer Care for two successive years.

Awarded Certificate of Appreciation.

Present Employment & Profile

Vice President & COO - Apex

June 2010 to till date

Key Responsibilities

Total responsibility for heading India facility for execution and high level of delivery on all projects, Performs and oversees business development relationships and sales activities.

Attain EBIDTA and drive PnL Governance, Reduce Cost of Infrastructure, both OPEX and CAPEX.

Experience in managing P&L portfolio and business integration/transitions for multi-locations by analyzing financial trends and balancing operations costs

Manage overall transition program performance across defined Transition Methodology

Plan, develop, and implement strategies for generating resources and/or revenues for the company.

Identify acquisition and merger opportunities and direct implementation activities.

To build a world class sales organization through development, implementation, monitoring and review of sales and marketing strategy that maximizes customer experience as well as net profit by driving service and sales.Build motivated and high performing sales teams through high impact, transformative and effective leadership practices

Develop and execute sales strategies to acquire new customers, generate and increase revenue to ensure that financial and operational objectives are achieved

Setting up Center of Service Excellence functions, Managing On/Offshore infrastructure technology support services, focusing on improving service, increasing efficiency and reducing costs.

Expertise in Project & Change Management Operations, People Management, Client engagement and Top Management Stakeholders management.

Participating in high level operational initiatives, including process reengineering & improvements, turnaround management, and reorganization -- through continuous improvement and questioning of status quo

Participate in pre-sales efforts including: technical sales presentations, architecture design discussions, proof-of-concept engagements, RFP/RFI responses and solution walkthrough.

Role includes involvement in strategy formulation, research & advisory, due-diligence, bid support, market entry strategy, global sourcing & partnering opportunity feasibility studies, financial plans amongst others.

Lead cross functional teams and advisors for detailed due-diligence (technical, legal, financial), quantitative risk assessment, financial modelling, valuation, structuring, negotiations and documentation.

Revenues & Profitability

Budget planning, review, compliance.

Responsible for developing appropriate processes and road map including technology, hiring plans, training requirements, and staffing Identifies functional linkages across the organization for inter departmental collaboration.

Drives teams to maximize performance while maintaining high standards of quality & ensure the organization meets Service Level Agreements / Performance Guarantee goals.

Responsible for overall operations of support functions - IT, HR, Training, Operations, Quality, Finance, Sales & Marketing, Business Development, Organization Development, Engineering & Business support.

Career and Growth Profile

Service Delivery Leader Operations – Wipro BPO

February’ 2007 to June’2010

Key Responsibilities

Held General Management, Site/functional/Business Leadership roles at National/Global level including scaling/managing operations,(P&Lof $58 MM), leading and setting up functions(like quality/ lean six sigma, training etc) from scratch

Have written a blue book on customer service, Tech Support on Operations & Business requirements.

Worked in setting up Technical and healthcare Process in Kolkata and has set up PSG Process and Snapfish Process in Hyderabad and Belapur within Wipro.

Provide functional support and direction to the Managers and Supervisors for both Customer Service and Technical Helpdesk Process.

Demonstrated multi functional and end to end expertise in BPO sector - Outsourcing program management & strategy, Operations management, Business transformation & lean six sigma/ quality, migration/Solutioning, training and vendor management.

Develops budgets, staffing plans and cost targets to meet financial objectives of Call Center Operations. Sets operational goals and monitors performance objectives in line with forecasted budget.

Front-end with the client on all process related issues including negotiation on SLAs

Review key MIS, identify areas of non-compliance & evaluate options to address the same.

Ensure adequate staffing based on process requirement, attrition trends, process complexity etc for Voice / Non-Voice, E-mail & Chat.

Accountable for all support functions P&L,client relationship and delivery, Human Resource, Sales and Marketing, Business Development, Training, Transitions, F&A, IT & BPO Operations,Quality.

Provides leadership, coaching and development of call center supervisors and managers. Works in conjunction with Human Resources and Training to develop strategic plans for management and supervisor development.

Area Manager, Customer Service / Tech Support - Dell International Services

November’2003 to February’2007

Key Responsibilities

Manage a diverse team of analysts, developers, quality assurance and support employees to deliver timely and accurate reporting.

Provide guidance, direction, and training to employees to effectively resolve process issues according to established guidelines, procedures, and policies.

Represent customer care in various meetings outside of the department and prepare special reports, projects, and presentations to keep management abreast of customer care performance

Execute customer care improvement strategy by implementing, analyzing, and monitoring various metrics, customer satisfaction and employee satisfaction

Ensure that customer focus is maintained by meeting production targets through timeliness and quality compliance.

Ensure first-time resolution of customer queries, mentor and coach the agents; implement the Reward & Recognition Program.

Monitor quality and productivity on a regular basis and suggest improvements to improve quality and reduce costs.

Oversee all compliance and process issues; implement and transition new processes.

Serve as the key person in the recruitment process, in arresting attrition and keeping up the morale of the team, guiding and coaching whenever required.

Align contact center strategy with the business strategy, schedule adherence, forecasting and scheduling, MIS, attrition control.

Associate Manager, Customer Support (SAP) - Accenture India Delivery Center

August’2002 to November’2003

Key Responsibilities

R/3,BW and APO monitoring and escalation

Tivoli/Mastero monitoring

Unix/Reflection monitoring

End of day report (EOD)

Move to Production (Downtime and Quiet time)

Escalation (Monitoring, BASIS, SAP, EDI, etc)

Manages team including performance management and coaching.

Resolves and direct technical and customer satisfaction issues to ensure a quality support environment and to obtain maximum customer based satisfaction.

Develops plans and objectives and participates in cross-functional projects to improve

operational performance for the organization.

Works with management to develop and implement strategic plans, initiatives, and direction.

Develops individual goals and objectives for direct reports.

Monitored schedule adherence of the associates and advise the leadership team of issues negatively impacting service levels.

Team Leader, Call Centre - Idea Cellular Limited

April’1997 to August’2002

Key Responsibilities

Devised and implemented the Customer Care intranet for knowledge sharing

Provided quality customer service; ensured total customer satisfaction by developing customized solutions to deal with various complaints and queries.

Responsible for making shift schedules for entire portfolio

Developed need-based training programs to enhance customer handling skills and ensuring total customer satisfaction

Provided reports on the postpaid & pre-paid customer base based on daily acquisitions and churns.

Ensuring total customer satisfaction through adherence to service quality norms and resolving customer complaints and settlement of claims.

Identifying training needs and organizing training courses on customer handling skills to develop efficient front & back office support team.

Designed and Implemented Customer Feedback analysis and monitoring system

Online call monitoring and evaluation based on service standards.

Provide on-line support to handle complex & escalated issues for effective resolution.

Assist the manager bench mark services, do staff appraisal, propose new customer care procedures.

Education

Post Graduate Diploma In Human Resource Development (PGD-HRD) from National Institute of HRD, Chennai in Personnel Management & Marketing in year 2002

Graduation – Bachelor of Commerce from Shadan Degree College, Hyderabad in year 1995

Computer Proficiency

Post Graduate Diploma In Computer Applications in year 1995

Memberships & Certifications

Certificate of Insurance from IRDA

Member of The Hyderabad Mathur Kayastha’s Education & Welfare Society (HMKE&WS)

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