Download to read offline
![McCants, Paul resume 2[1]](https://cdn.slidesharecdn.com/ss_thumbnails/c93a23e2-8e09-4fd5-92aa-422568a605bf-150804192741-lva1-app6891-thumbnail.jpg?width=640&height=640&fit=bounds)
Amith Bhat
- 1. AMITH BHAT Phone: +91739 797 8241 +91 706 628 8425 E-mail: amith.bhat@outlook.com Competent BPO professional with over 15 years of extensive cross-functional experience in managing business operations Proficient at heading large diverse teams and applying leadership skill, planning & executing Driving the profitability of the business by providing the right product to the customers and then treating them in appropriate ways to maximize longevity of relationship. Strategic planner with proficiency in streamlining business processes, defining continuous improvement processes, accelerating employees’ strengths and building powerful teams Professional Competency - P&L Management - Client Relationship - Operations/Service Delivery Management - Process Improvement and Transformation - Business Solution and Farming - Transition & Setting up New Contact centers Professional Verticals Experience - Customer Support & Sales (ISP , Telecom Billing & retentions, Travel & Hospitality) - Technical Support (ISP) - Financial Back Office (Payroll processing) - Data Analytics Profiles and Responsibilities Organization: WNS Global Services Ltd Profile: Sr Group Manager Division: Operations – Setup & Stabilization (new centers) Period: June 15 – Aug 16 Location: Global I was part of an elite team which was leveraged to help set up new centers for WNS globally. My expertise in managing large inbound customer services team was utilized in a BOT approach. Have been part of 2 such projects, first was in South Africa for a 1000 FTE telecom business & the second was in Philippines for a 500 FTE travel account. Key Responsibilities: - 1. Validate client provided scope & identify internal teams for seeding 2. Provide ground support to transition teams 3. Implementation of standard WNS practices in new setups across functions 4. Operate the business for the first 3- 6 months till stabilization 5. Cost management
- 2. Profile: Sr GroupManager Division: Operations Period: April 12 – June 15 Location: Pune I am accountable for entire Site Operations for one of the largest Travel accounts of WNS, operating across geographies and from 4 centers with a span of 450+ employees involving all enabling dept. for WNS. The role involves managing SLA; ensuring profitability; people management & continuous improvement. Current role also demands for exploring new business opportunity with existing clients and active participation in organization wide initiatives Key Responsibilities: - 1. Site level PPP – Profitability through People & Performance 2. Client Management 3. Escalation Management 4. Create & facilitate an environment for inter-department synergy 5. Safeguarding Customer data and compliance to PCI-DSS guidelines 6. Update & Execute Business Continuity Plan /Disaster Recovery Plan 7. Internal Stake holder Management Profile: Service Delivery Manager/ Senior Manager Division: Operations Period: April 09 – March 12 Location: Pune In this role I was responsible for managing 4 lines of Business for WNS’s Travel vertical, with 2 managers and a span of 180 people. Key Responsibilities: - 1. Manage Client Deliverables inclusive of escalations, process changes & quality initiatives 2. Manage transactional Operations Management 3. Drive process re-engineering to enhance delivery by involving client partners 4. Design - Drive lucrative & profitable Incentive plan 5. Regular interaction with clients to calibrate on delivery expectation and making necessary course corrections. Organization: Equifax (NettPositive) Bangalore At NettPositive we provide analytic services at a global level in financial services, telecom and retail domains; our services cover key business areas like sales, marketing, risk & fraud management and operations Profile: Manager ---Client Delivery Division: Operations Period: May 08 – April 09 Location: Bangalore I was responsible for managing the Operations for NettPositive’s advisory center, which supports Major banking conglomerate & IT Majors in their needs for Marketing of Bancassurance, Lead generation, Promoting new product launches etc., to enhance their market share. Key Responsibilities: - 1. Manage Client Deliverables inclusive of escalations, process changes & quality initiatives 2. Providing detailed landscape of current level of penetration of different products by key business parameters like geography, channel, customer segment etc
- 3. 3. Engaging theclients with propensity model to enhance market penetration, using data from multiple sources including transactional, bureau data, demographic and past response data Organization: CLI3L E-Services Ltd, Bangalore CLI3L e-services Ltd. is a joint venture between SITEL (Legacy Clientlogic Corporation) and ITC Infotech India. They cater to various fortunes 500 clients across USA and UK providing technical and non technical (both voice and non voice) support Profile: Assistant Manager ---Operations Division: Technical Support --ISP Period: September 06 – May 08 Location: Bangalore Key Responsibilities: - 1) KPI management along with SL delivery 2) Manage Recruitment & IJP’s when needed 3) Outlier management 4) Mentor supervisors on performance & team management skills 5) Work with WFM on Staffing needs, understand the changing call patterns to ensure accuracy in the scheduling Profile: Transition Lead Division: Migration & Transition Period: September 05 – September 06 Location: Bangalore Key Responsibilities: - 1) Migrate & Transition a Payroll Process 2) Create the SOW, define SLA, TAT & Accuracy levels 3) Complete the Knowledge transfer 4) Create Training Documents to be used in India for the Pilot batch 5) Handle the operations of the process after completing the Transition. Profile: Team Leader Division: Operations –Technical support (ISP) Period: November 2003 – August 2005 Location: Bangalore Key Responsibilities: - 1) Responsible for the successful management of all the activities & deliverables of a high-powered team of 20 TSR’s and 1 Product specialist and meeting the SLA’s 2) Identification of Performance gap and Scope of improvement. Designing methodology to bring about the expected improvement of the performance, Training of Team members on all updates & Ensuring continuous monitoring & management of performances against SLA’s 3) Floor Management. 4) Evaluating & appraising each team member based on various parameters, essentially managing by Metrics. Call Monitoring and Handling escalated Calls. 5) Creation of an overall environment that enables healthy morale, high performance and
- 4. Organization: Manipal InformaticsPvt. Ltd., Udupi Manipal Informatics, is a sister company of the MANIPAL Group, which is renowned for its expertise in health care industry. The company catered to various UK/US/Australian organizations, to help them to Tele-market their different range of products. Profile: Team Leader/Group Leader Division: Operation –Outbound Telemarketing Period: August 02 – November 03 Location: Manipal Responsibilities: - 1) Responsible for the successful management of the activities & deliverables of a high-powered team of 45 ITME’s and meeting the SLA’s. 2) Implementing new outbound processes, which included training of the Trainer, Team Captains, Agents, and Quality Agents & new joiners in various areas of telemarketing and telesales. 3) Mentoring & Coaching of agents to deliver Quality sales & responsible for all compliance related issues with the sales Profile: TSR Division: Operation –Outbound Telemarketing Period: September 01 – August 02 Location: Manipal Responsibilities: - 1) To make Outbound Telemarketing Calls to Customers & Business originations in the US 2) To achieve the set Sales target on a daily, weekly & monthly basis. 3) To handle Escalations & Verification, for the process Educational Qualification: Bachelor in Science (Statistics) (AMITH BHAT)