1. Amish Pandya
Asst. Manager, Operations – Motif inc.
Cell no: 91 7874399070 email: amishpandya2202@gmail.com
Profile Synopsis
 7+ years in Customer service (Outbound voice & web processes, Back office
Operations) - BPO, Online shopping & Travel
 Managing multiple queues & LOBs ranging from Watchdog, Content Management,
post sales activities & payment management
 Experienced in the implementation and adaptation of appropriate structures and
processes, a good sense of the balance between cost minimization and customer
support with optimum utilization of resources
 Skilled in optimizing team’s dynamics, uniting diverse agendas to a common goal and
harnessing strategic and operational drives to deliver results
 A firm believer in team work and building strong client management and relationship
building
 Acute Analytical skill benefited in increasing HC, efficiency building and improvement
in customer experience metrics
 Follow the principle of continuous value creation for self and organisation
Projects
 NPS improvement projects across various LOBs (queues managing on-ground
escalations and complaints on social media/website)
o Identified top impacting detractors, call drivers and segmented and trained
specialised teamwithin the HC to work on these call drivers. NPS improved
from -10% to 37% within a quarter
o For on-ground escalation management team, ensured continuous
improvement along with efficiency building in closure TAT. (TAT reduced
from 24 hours to 18 hours; helped improving NPS from 8% to 40% within a
month)
 Loss reduction – Specialised teamformed to attend cancellation penalty cases. Saved
losses upto ~70L in 2 fiscal years (from vendor & customer side). This was
implemented as best practice across the estate
 Efficiency Building projects –
o TAT reduction projects in 3 different queues resulting into cumulative cost
efficiency of ~75 lakhs/ year
o Reduction in incoming call inflow by 15% through repeat contact reduction
programme

2. o Transfer reduction – Laid projects to reduce internal transfer for improved
customer experience. Transfers reduced from 58% to 22% with eventual
improvement in CSAT by 8% and email AHT by 4 hours
Professional Experience – Motif Inc. (Oct – 2008 till date)
Achievements
 Pivotal role in getting Head count increase by 100% over a period of one year.
Managed P & L effectively with competitive implementation & achievement of KPIs
 Implemented various processes and check mechanism to save losses to the tune of 70
lakhs for the client between 2014 & 2016
 Head NPS improvement & Escalation reduction projects. NPS improved from -10% to
37% in one quarter
 Transited & streamlined couple of most volatile processes – On-ground Escalation
management, post sales/back-office
 Projects handled – Customer experience improvement (NPS, CSAT & Quality), Transfer
Reduction, Efficiency Building
 Won ‘team leader of the quarter’ twice in a row
 Nominated for the ‘innovator of the year’ award
Role: Assistant Manager – Operations (Apr – 20015 till date)
 Managing the team of 110 advisors across 4 different departments for India’s largest
travel portal
 Building a strong leadership team through balanced approach of mentoring, coaching
and creating environment of free decision making
 Independently managing client relationship by maintaining cordial, flexible and
proactive approach
 Setting up internal processes for continuous value addition to the process
 Share insights with the client for product improvement
 Creating KRAs & processes for smooth functioning of internal and client KPIs
 Finalising hiring plans and staffing management for 2 quarters through predictive
volume analysis
 Manage process related attrition below 8%
Role: SupervisorOperations(Dec – 2013 to Mar – 2015)
 Handling the team of 70 advisors spread across 3 LOBs for one of the largest travel
portal in India
 Ensuring that the team is motivated. Brought down process controllable attrition
from 13% to 8%

3.  Transformed most volatile department into one of the most stable process and
received multiple appreciation from all levels at client end
 Initiated Escalation Reduction process (movement from 3% escalations to 0.2% in 45
days)
 Initiated Cancellation reduction process (movement from 11% to 6% against the
targeted 8%)
 Ensuring all the client KPIs remain green (Incl. ASAT, NPS, Productivity, Losses,
Escalations)
 Designing Agent KRAs, Stack and incentives
 Independent client management and provide them insights into the process
improvement
Role: Team LeaderOperations (Oct – 2011 to Nov 2013)
 Handling the team of 20 CCRs for one of the gLOBal giant in online shopping (UK
client)
 Ensuring that all the KPIs remained green month on month
 Involved in Transfer reduction project, reducing transfers from 58% to 22% in a
quarter
 Nominated for the ‘innovator of the year’ for creating an user friendly HTML based
Knowledge base
 Ensuring that the team is highly motivated. Attrition % remained around 5%
 Was ‘Team leader of the quarter’ twice in a row
Role: Researchand Data Analyst (Feb– 2011 to Oct – 2011)
 Identify listing trends on website for one of the largest online shopping site (UK
client)
 Identify and track removed listings from website for one of the largest online
shopping site
 Analyse advisor productivity and ratio of listing removals and approvals on site
 Conduct TnMs for various functions
Role: Advisor(Oct – 2008 to Jan – 2011)
 Worked as customer care representative for one of the largest on line shopping site
 Was the part of the pilot project for the chat support
 Was the part of the pilot project for the ambitious CRM & integration programme
 Have won 7 top performer awards during the tenure
Personal Information
Date of Birth: 5th Nov. 1979
Language Proficiency: English, Hindi, Gujarati, Marathi

4. Educational details
Academic School/College Year of pass-out Grade
SSC Sister Nivedita English School, Dombivili 1995 2nd class
HSC Royal Junior College, Dombivili 1997 2nd class
B.Com Pragati College of Arts and commerce 2003 1st class
Current & Permanent Residential Address
G-505, Neelkanth Residency
Narol Lambha Road
Nr. Sri Ram Residency/ Divine Life School
Narol, Tal. Daskroi
Ahmedabad - 382405
Place: Ahmedabad (Amish Pandya)