Leadership and Competency enhancement

1. SaurabhJetli
31/D Legrand Tower 2, East wood , Bagumbayan, Quezon City, Manila.Tel:+639175864616
email sauroo@yahoo.com.
Professional Summary
• Result-oriented professional with quality experience of 20+ years. Strong track
record of Executive Leadership and delivering Financial results with Organizations
of high repute in Sales, ITES Sales and Operations, Hospitality and Training and as
an Entrepreneur.
• Currently based out of the Philippines managing Contact center Operations.
• Managed high Margin portfolios Selling Products and Services. Successfully
managed a $100M Services Sales portfolio for Dell India. Successfully drove Tech.
Support Operations to become Profit Centers.
• A Veteran in Managing and Motivating Large Teams who has a great Track record
in driving performance in Customer Satisfaction, Revenue Generation and Cost
Reduction.
• Was Part of the core team that set up the First ever contact center in India.(GECIS)
• Hotelier with close to five years of work experience with the TAJ group of Hotels and
with the first ever Four Seasons Project in India, Managed and Handled the Rooms
division (Front Office) and Sales and Marketing.
Work experience with Highlights:
May 14 - Current: SITEL, Manila, Philippines Site Director Operations
 Responsible for overall Operations for the Tech Support and All Premium Tech.
Support Current team size of 650. Currently supporting Nine different Labels under
the PTS umbrella, one under Tech. Support and one under Hospitality.Total Portfolio
worth $21M
 Developed the overarching business strategy roadmap for PTS and transformation of
PTS Operations through high impact business consolidation, new operating models,
cost rationalization and productivity improvements.
 Own the entire P&L for all my operations and responsible for delivering a strong
bottom line at 50% GM for all the businesses.
 Worked closely with the regional team to helped them understand and implement
Processes around Resolution, NPS, Customer Experience, Sales and Support.
 Improved overall Efficiencies by 50%+- Conversion from15% to 23% and a RPC of
$ 17 to as high as $27.
 Designed Structured Talent Processes that Yielded several in-house leaders for the
Organization. Started new Rewards and Recognition Programs for all my accounts.

2. Nov 12 – Feb 14 Dell India Lead for Services (Tied and Non tied)
 Heading the India ServicesSales
 Responsible for running a $100M Margin rich Services Business which includes Tied
Services (Servicesattached with the Hardware) and APOS (After Point of Sale)services.
 Responsibilities include Managing a teamof Senior Inside Sales Manager that are
Selling Serviceson top of the Hardware.($20M Quarterly .
 Manage the entire Warranty Renewal business for all of India which entails identifying
the opportunity and ensuring the same is Renewed with rich Margins.($5M Quarterly)
 Worked with the Services Marketing Team in APJ as Product Consultant, handling
revenue generated fromValue Added Services and Services with Mobility Devices.
 Managed ‘Gizmo’ a Dell Partner in the ANZ. Job included forecasting the revenue
opportunity, facilitating operations and provisioning for Payments.
Dell International Services (Tech Support Operations and Revenue Generation, UKI and US)
Feb 05- Oct 11- Consumer Services Lead.
 Managed and Led the Consumer Tech Support teams in Bangalore, Gurgaon. Last
assignment was asSite Lead for Consumer Tech Support UKI, Bangalore, 350 People.
 Turned the UKI Consumer Tech Support Cost Centre to a Self-Funded Profit Centre
through Margin generation on Tech Support Calls through Sale of Products and
Services, Cost reduction on Warranty Costs and better utilization of Operating Expenses.
 Set up the Tech Support Gurgaon UKI site for Dell. Hired the first 200 Team members
for Operations and launched the Site with Best of Breed scores in Customer Experience.
 Managed the Premium XPS Business for US Consumer Tech Support (USCTS) and
Delivered a record 86% Customer Experience Score in XPS forUSCTS.
 Owner of all NPS (Net Promoter Score) and Customer Experience programs along with
all People Management programs.(Heartsand Minds, Attrition,PAL etc.)
 Was responsible for all Process related improvements in Operations.(Customer
Experience, Ownership,Warranty Costs etc.)
 Was Business Key Talent and received Exceptional ratings for 6 out of the 7 yearsin TS.
Jul 0 – Feb 05 Service Delivery Leader E2E Serwizsol Pvt. Ltd. (Tata Sons).
 Hired to head the Space TV Project (TATA SKY, A joint Venture between Star TV and
Tata) to Launch DTH (Direct To Home) television in India.
 Worked with STAR TV to understand the processand meet all their requirements with
respect to their Operational, Training, Quality and Recruitment requirements.
Dec 03–Jul 04Program Manager GTL Limited.
 Was the ProgramManager for DiscoverPre-Approved Credit Cards.
 Involved with Active Dialer Management and delivery of Client SLA’s like Login hours,
Sales per Hour (SPH), Quality scores and Accuracy scores.

3. Mar 03- Dec 03 COO, Value Process Technologies India Pvt. Ltd. (Entrepreneur)
 Recruited an Entire Operation teamof a hundred and twenty personnel
and Built Operational delivery capabilitiesto run a fifteen hour shift as
per the American Time Zones.
 Delivery Portfolio included Telemarketing operationsfor Cellular Operators,Lead
generation forMortgage companiesand an inbound Health Insurance campaign.
Mar 01 – Feb 03 Asst. Manager Epicenter Technologies.
 Was heading the Telemarketing Operations at Epicenter reporting to the COO.
 Started with a teamof ten agent seatsand ramped it up to Seventy agent seats.
Jan 99 –Feb 01 Duty Manager, The Regent Mumbai.
 Reporting to the Front Office Manager, I was mainly responsible for Front Desk
Operations and for setting up Standard Operating Systems for The Front Desk.
 Apart fromthe above was actively involved in Sales. Managed to get all the regular
international airlines to house their layover and transit passengers with Regent. Achieved
the distinction of being the first employee responsible to enable the hotel to sell out all its
rooms by housing the Qantas Airline Layover.
 Moved as Asst.Manager Sales towards the end of my stint with the Hotel.
Jun 97 - Dec 98 Process Associate, GE Capital International Services, Gurgaon.
 Trained in collection for GE private label credit cards at Canton, Ohio, U.S.A.
 Job involved collection of dues fromdelinquent cardholders
 Assisted in setting up operations in the first Call Center in India at Gurgaon, Haryana.
Jan 96- May 97 Front Office, Taj Palace Hotel, New Delhi.
 Part of the Front Office Operations Team
 Earned additional incentives formeeting time bound up – selling targets (thrice).
personal details
date of birth: 17th
June 1974
Academics: Commerce Graduate (1995 fromthe University of Mumbai, India.
Status: Married and have a 4 year old Daughter.