1. Amit K. Chhabria
Phone: +91-9833100036 || E-Mail: akchhabria@yahoo.com I I LinkedIn: in.linkedin.com/pub/amit-chhabria/1a/272/209/
A6-18 Vidyut Rekha C. H.S. Ltd., Flat No. 9, 1st Floor, Near Karuna Hospital, L.I.C. Colony, Borivali (West), Mumbai – 400
103.
BPO Operations Management & Process Improvements: Customer Support / CRM
ABRIDGEMENT
An astute professional offering over 18 years of experience covering diverse business functions across BPO, Banking, and
Project Management. Extensive experience in setting up project management processes; institutionalizing procedures for
standardizing project progress reporting. Successful in running Service process operations in developing procedures, service
standards for business excellence. Worked towards consistently improving the corporate quality standards through extensive
analysis & hard-work.
ACADEMIC
 Bachelor of Commerce University of Lucknow 2001
 Diploma in Computers A + Plus Computer Academy
1992
CERTIFICATIONS
 Certified Trainer for Process related training. Completed Train the Trainer course - 2010.
 Certified Six Sigma Black Belt Professional from Anaxes Consultancy – Denmark.
BUSINESS SKILLS
- BPO Operations Management - Program/ Project Management - Managing Centre of Excellence
- Delivery Management - Business Analysis - Compliance
- Strategy Planning - Revenue Growth - Business Consulting
- Business Process Mapping - Implementation of Best Practices - Process Implementation
 Domain covers: NRI E- Banking, Contact Center Management, BFSI, and Telecom & Media.
 Industries served: Banking, Airlines, Radio cabs, Trading & Demat, Digital Communication and Utilities payment
portals
AWARDS & RECOGNITIONS
 Winner of the Coveted Customer First award for Best Skill Performance (FY 10-11)
 Power Leader certificate for three consecutive quarters of (FY 09-10)
 Power Master certificate for Best Skill Performance (FY 08-09 & FY 09-10)
 Won the rolling trophy for Quality Champs award for two consecutive Quarters (FY 06-07)
 Innovator’s Award for designing and introducing the new Feedback format in regards to MIS reporting for overall team
performances vise-à-vis the skill (FY 05-06)
CAREER CONTOUR
Yes Bank Ltd. July 2014 to April’15
Assistant Vice President – Global Indian Banking ( Projects)
 Process setup and managementfor Outbound Sales Channel (International ContactCenter) for all products of NRI
Banking and Remittance.
 New corridor launches under remittance platform of YES Remit – Online Money Transfers to India
 Manage complete YES Remit Platform for the Bank across channels.
 Evaluated projects to build customer and process level Intelligence for NRI products.
 Design,Co-ordinate and execute various NRI related projects like, NRI Festival, Investment Advisory, Remittance
weeks,NRI Tarakki ka Bandhan amongstother seasonal programs. Drive sales and relationship management of
NRI clientele for the Bank to effectively increase NRI Book size
 Facilitate and train contact center and branches for efficient handling of NRI related product queries.
 Product designing for International Banking Customers as per RBI guidelines.
Projects Executed – Functional Manager for all Projects
 End to end planning and execution – Launch of Singapore Corridor on Yes Remit platform.
 Transition management of Australian process on Yes Remit to AML complaint systems of correspondent bank

2.  Click 2 Call: Instant call back project for prospective International customers in Captive call center of Yes Bank.
 Planning and execution of NRI Festivals and Remittance offers for Call center and Branches
Niche Software Solutions Ltd. Oct’12 to June ‘14
Head – Support & Process Re – Engineering (Freelance Consultant)
 Setup processes from initial conceptcreation,designing,automation,simplify and reduce clerical tasks in order to
scale the team
 Assisted customers set-up their Juvlon accounts & online mailing activities
 Evaluated programs and report on communications, usage and build customer and process level Intelligence
 Engaged in providing
o Online assistance to existing / new users,via phone,e-mail & chat, to ensure 24/7 online support.
o Recommendations with expert advice on how to obtain the maximum results through applied
Process Re-engineering and Industry Best Practices.
 Efficiently coordinating with strategic partners ensuring operational efficiencyand as the end Escalation pointfor all
Customer grievances.
Project Executed
 DMAIC Project Ticketing Systemfor technical and non technical queries.
Effort BPO Ltd. May'12 to Sep'12
Manager – Operations & Process Re-engineering Solutions (3 Green Belt Projects)
 Led the team to execute seamless operations on a 24 x 7 environment, while ensuring SL's and optimum productivity
levels maintained throughout the Inbound, Outbound and E-Mail teams.
 Drove sales and customer service functions, maximize customer experience to increase C-SAT scores.
 Conducted training for team to maintain
o Conversion percentage as per set targets.
o Call quality for the skill through coaching and refreshers.
Project Executed
 Utilities Bill Payment Site Process: Service and Site Improvements for Customer Inter-phase
 Radio Cabs Process: Call to Action Project for online information of cabs available
 Air Line Process: Quality project for customer segmentation based requests.
ICICI Bank Ltd. (Phone Banking Unit) Mar‘05 to Apr’12
Unit Manager Apr’10 to Apr’12
Assistant Manager Apr’06 to Mar’10
Team Leader: – Liabilities Mar’05 to Mar’06
IBG Team as Business Development Manager in Jun’11. Worked on setting-up service management on Inbound, Outbound
and E Service teams at the captive customer contact center.
 Performed the role as Business Development Manager (BPO Operations) IBG - Global Remittances, CASA and
Insurance
 Worked closely on service architecture set up for NRI / PIO customers at captive contact centre of the Bank.
 Evaluated projects and programs within portfolio, involved in differential servicing for customer segmentations through
process re-engineering.
 Significantly carried out Demand Management and Risk Mitigation through robust process alignment.
 Envision and overcome obstacles in collaboration with contact centre to improve C-SAT scores.
Project Executed
 Auto & Personnel Loan delivery channel Process Re-engineering – Award winning Project
 KYC Process setup and Lead Management - Process Re engineering through LEAN
 Remittance Card - Product Designing and Service Setup – New Product Launch
 Continuous Process Improvement initiatives for online portal Money2India – Green Belt
Unit Manager - International Banking Group: NRI Remote Channel – ERM Project.
 Manage seamless operations on a 24 x 7 roster, while ensuring SLs & optimum productivity levels are maintained by
Inbound, Outbound and Email teams.
 Liasoning with various clients and stake holders to ensure timely & smooth functioning of all projects.

3.  Drive sales and customer service; maximize customer experience to increase C-SAT scores.
 Ensure lead to conversion percentage is maintained as per set targets.
 Manage & improve the operational systems and processes in support of organizations mission.
 Performance reviews and regular management reporting along with facilitating career planning.
 Identify and address areas of improvement at individual, team, customer and business levels.
 Awarded for Best Team performance for maximum New customer acquisitions and On boarding from US & UK
Geography
 Made vital contributions towards redesigning service delivery platforms through process efficiency and programs like
Acquisition, On-boarding, E - Relation Management, service-to-sales and retention in call centre operations.
E2E Serwiz Solutions Pvt. Ltd. SerWizsol (TATA BPO) – Pune Sep’04 to Feb’05
Team Leader - Operations (SKY TV / Tata Indicom)
Led a team of 16 agents. Management of quality, performance monitoring, trending & analysis.
 Significantly carried out designing of ‘Gurukul’ process management for new agents, as an on the job training along
with system compatibility.
 Selected by votes in Top 2 TLs on floor for Team Management & Process knowledge
First Source Ltd – Formerly ICICI One Source Ltd. Jul’03 to Aug’04
Senior Executive - Customer Support (Catalog Order / Credit Cards)
UK based Credit Cards & Financial process considered most Prestigious in the company.
 Topper of Voice & Accent training and Process training.
Cable Video (India) Ltd – CVO Apr’95 to Jul’03
Senior Executive Marketing
Growth path: Joined as Trainee in Sales Co-ordination to Sr. Executive Marketing
 Clients list served: Shoppers Stop, RoopamT-series, Crest, Venus, etc.
 Agencies serviced: Purnima Advertising, Grey Worldwide, Oberoi Multimedia, etc.
CO-CURRICULAR ACTIVITIES
 Language skills: English, Hindi, Marathi, Sindhi, Punjabi
 Leadership skills: strong leadership, negotiation, people management, analytical and coordination skills.
Proficiency in relating to people at any level of business and organizational hierarchy for
ensuring smooth task execution.
REFERENCES: Available on request.