Amit Nandeshwar

amitnandeshwar@hotmail.com

Phone: +91-22-27717607

Professional Summary

• Experienced management professional attuned to the ever demanding and challenging fields of Operations, Transition, Workforce & Vendor management.
• 12 years (9 years in ITeS/BPO Industry) of experience in management with excellent team building abilities and strong leadership skills.
• Post MBA till date experience in unit head roles

Consistently demonstrate exceptional knowledge and sound decision-making abilities in the following areas:

Professional Experience Summary

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Professional Experience Detailed

Hutchison 3 Global Services India Pvt. Ltd.

3 (Three) pioneer 3G network telecom service provider in Europe and Australia. 3, A Hutchison Whampoa company has a 100% subsidiary in India, a service providing customer service for customers from UK, Ireland & Australia.
Head Operations Planning (Jun 2007- till date)

• Responsible & accountable for following functions for 4000+ FTEs across two locations Mumbai & Pune
  • Capacity planning, Forecasting, Scheduling & Rostering
  • Service Level management
  • Projects (Efficiency) planning & implementation
• Revamped capacity & Shrinkage models and saved 4 mn USD (against 2009 budget)
• Enhanced customer experience by reducing transfers and also saved 170 FTEs through various skill-set mergers
• 40 FTEs saved by workload allocation to existing resources
• 212 FTEs optimized through reduction in Outbound Calls
• Built attendance management tool for advisors in training, for TC/TLs & managers in operations and support functions
• Focused on Outlier Management and increased efficiency

American Express (I) Pvt. Ltd (Jul 2005 June- 2007)

One of the world’s largest financial institutions, a leading global payments, network and travel company founded in 1850, operating in over 130 countries around the globe with 80000 employees and revenues of USD 27bn. (Dec 2006)

Service Delivery Leader (SDL) Compliance & Ethics (Jan 2007- June 2007)

• Responsible & accountable for effective compliance program for 3700+ FTEs
• Established, planned and conducted Compliance reviews, audits and validations, identify root cause of compliance issues and ensure resolution
• Developed and administered on-going monitoring and testing to ensure compliance with
  applicable U.S. consumer laws and banking regulations

SDL Credit Vendor Operations (Vendor Manager) (Jul 2005 – Dec 2006)

• Overall responsible and accountable for the management, guidance and supervision of one of the Charge & Credit cards collections vendors of American Express (UK). Ensuring SLAs are met
• Provided day to day real-time leadership and local support for timely closure of vendor performance gaps and opportunities
• Served as local representative of AmEx in leading changes in process scope, procedures, & implementation of special
  initiatives
• Acted as Single Point Of Contact for the vendor
• Provided feedback and training suggestions to vendor with regards to actioning and readiness level of each analyst
• Ensured vendor delivers same level of customer commitment and C-Sat results are better than internal AmEx scores
• Reduced attrition from 140% annualized to 48% within 6 months of taking the role.

IBM Daksh Business Process Services (Jul 04 – Jul 05)

An IBM subsidiary, is one of India’s largest providers of Business Process Outsourcing services to Fortune 500 companies in the areas of transaction processing and customer care services. IBM Daksh is more than 15,000 employees strong.

Manager Operations (Jan 05 – Jul 05)

• Lead an email customer service & 1^st level technical support process of 200 FTEs representing worlds largest online auction venue
• Productivity improved by 12%, Converted most of the reds to green in terms of meeting SLAs
• Successfully Launched 6 new queues
• Delivered month over month consistent improvement in C-Sat
• Developed, coached, mentored team managers, thereby achieved excellent E-Sat
• Improved seat utilization by 34%
• Improved project profitability from 20% to 41% within three months after taking over operations

Manager Work Flow (Head of the Department 1200 FTEs) (July 04- Dec 04)

• Optimized utilization of the human resources by monitoring effectiveness of scheduling & rostering and meeting the SLAs at the same time
• Analyzed seat & capacity utilization to minimize the related costs
• Administered the automation of generation of reports through integration of CMS (Avaya) reports and Excel spreadsheets & Rationalized client reports
• Participated enthusiastically in the green belt six-sigma project for reducing transportation cost
• Lead a green belt six-sigma project on attendance & schedule adherence and seat utilization

Tracmail India Pvt Ltd (April 2000 – June 2004)

A leading provider of outsourced interactive communications solutions and serve mission-critical customer touch points using an integrated suite of voice and net-based technology solutions. Tracmail pioneered the concept of leveraging cost effective offshore-based talent to help the client drive down the cost of providing those services. They service mission critical customer touch points using an integrated suite of Web and voice based technology solutions.

Senior Manager – Manpower Planning & Analysis (Dec 2003 – June 2004)

Senior Manager – Service Delivery (HOD) (April 2000 – Dec 2003)

• Administered, developed, and implemented the tools to improve the overall utilization and profitability of the organization, such as, Management Information System, Forecasting, Scheduling, Escalation Flags, and Dialer Management.
• Managed and transitioned successfully a project of Third Party Collections (TPC) for an American Financial Institution
• Completed the training on Third Party Collections in the USA
• Mentored and handled a work force of 50 team members and managers
• Successfully transitioned and completed a telemarketing project for a leading Extended Warranty for Automobiles Company.
• Mentored and handled a work force of 40 team members and managers
• Led a team of 150 agents and managers as in-charge of a voice based First Party Credit & Charge card Collections project for an American Financial Institution.
• Successfully designed and organized the project to move on to other projects
• Managed web based E-mail (Tech Support) and Chat (Customer support/ up selling) programs
• Developed strong and effective relationships with the clients, and the internal departments and colleagues
• Advocated and enhanced an effective cross communication channel with clients and the customers business functions, such as, technology, finance, and administration
• Contributed consistently in the strategic development for efficiency and effectiveness of the processes
• Managed and directed effectively the service quality to meet the SLAs, such as, spins & rollovers, contacts/FTE, Aging, Service levels, Compliant (FDCPA)
• Executed a full management responsibility to increase collection revenue
• Recruited, trained, developed, motivated, and apprised a team of Collectors, Team Leaders, Quality Leads, Team Managers, and Service Delivery Managers to ensure that the application of the resources
  achieved maximum efficiency.
• Identified the training and the development needs and worked with the support departments to address the requirements
• Analyzed micro and macro performance indicators from internal and external reports. Generated reports to assist in the long term planning. Reviewed and monitored rigorous client service standards across
  the teams to meet SLAs.
• Developed dialer strategies and gained fair operational knowledge of Melita dialer

Wintech Computers (Oct 1999- Mar 2000)

Was one of the leading providers of IT education with branches all over India

Center Manager (Branch Head, Vile Parle (E), Mumbai)

• Managed an independent profit center with a team of 20 subordinates
• Increased the billing by 280% in the very first month
• Implemented promotional activities to increase number of inquiries about the programs offered in the center
• Implemented marketing and communication skills workshops for subordinates to convert the inquiries to enrollment there by increasing the profitability

Near Computer Education (Jun 1998- Sep 1999)

Was one of the leading educational institutes of website designing, multimedia & animation tools. It had 18 branches in Mumbai

Manager Business Development and Center Manager

• Coordinated with all branches for promotions and collections.
• Generated revenues for the company through corporate clients.
• Placed students as website developers in web development companies.
• Designed, planned, and executed awareness campaigns all across Mumbai.
• Promoted as a Manager Business Development within six months of employment as a Center Manager

Education

Masters of Management Studies (Marketing), Mumbai University (1998)

Bachelor of Science (Electronics), Nagpur University (1995)

Professional Development trainings attended

• Who moved my Cheese
• The 7 Habits of Highly Effective People Franklin Covey
• My Strengths e-Learning Program, The Gallup Organization
• Responsibility 2. Developer 3. Arranger 4. Relator 5. Learner
• Effective Leadership Skills Workshop Carnegie Consultants
• Time Management – In-house workshop
• Competencies based interviewing skills – In-house Workshop
• Appraisal Workshop – In-house Workshop
• Green Belt Six Sigma – In-house Workshop

Notables

• Willing to relocate domestically or internationally
• 50% travel tolerance