Aashish Mathur
Senior Vendor Manager
Delhi
Summary
Senior operations leader with 20+ years in customer support operations and service delivery management. Proven track record managing 500+ FTE teams across multiple geographies with expertise in B2B and end customer operations for North American markets. Demonstrated success scaling operational teams, implementing continuous improvement initiatives, and driving customer experience enhancement through data-driven approaches and strategic vendor management.
Overview
22
22
years of professional experience
Work History
Senior Vendor Manager
Bell Canada
02.2023 - Current
- Company Overview: Largest Telecom Service Provider in Canada
- Drive service delivery excellence across multiple operational programs with focus on customer experience enhancement.
- Manage $8.5M vendor account overseeing multilingual support operations for field technicians through English and French language.
- Lead cross-functional collaboration ensuring alignment with organizational goals and customer satisfaction metrics.
- Establish and monitor critical KPIs and performance indicators driving operational efficiency and service quality.
- Champion voice of customer initiatives through data-driven analysis and stakeholder engagement.
- Largest Telecom Service Provider in Canada
- $4.3M Cost Savings: Led vendor consolidation initiative for Bell Field Services which led to savings over 3-year period.
- $400K Annual Savings: Successfully transitioned complex screening processes with zero service disruption.
- Enhanced service quality metrics through performance improvement strategies and process optimization.
Partner Performance Manager
Bell Canada
10.2014 - 02.2023
Manager, Workforce Management
Convergys India Services
10.2014 - 02.2023
- Led forecasting and capacity planning across multiple geographical programs in partnership with business heads.
- Developed comprehensive workforce forecasts supporting strategic hiring and resource allocation decisions.
- Contributed to annual budget preparations and provided workforce management insights for RFP responses.
- Implemented cost optimization strategies.
- Established workforce management best practices and performance monitoring systems.
Team Leader
Convergys India Services
10.2005 - 11.2011
- Managed comprehensive workforce planning ensuring efficient staffing levels across operations.
- Implemented strategic initiatives improving productivity, resource allocation, and performance metrics.
- Collaborated with operations teams aligning staffing strategies with evolving business requirements.
Sr. Team Leader - Operations
Convergys India Services
05.2007 - 03.2009
- Led large operations teams achieving performance targets and delivering service excellence.
- Mentored team leaders while implementing quality control measures for customer satisfaction enhancement.
- Managed performance coaching initiatives and development programs for team members.
Team Leader - Operations
Convergys India Services
10.2005 - 05.2007
- Directed team operations exceeding client expectations and organizational goals.
- Fostered collaborative environments driving team performance and customer satisfaction improvements.
- Conducted performance reviews and provided strategic coaching to team members.
Team Leader
Wipro BPO
02.2003 - 10.2005
- Led specialized Dell technical support team focusing on laptop support operations.
- Promoted from Technical Support Representative to Team Leader based on performance excellence.
- Managed team performance metrics, quality standards, and training initiatives enhancing technical capabilities.
- Implemented process improvements resulting in enhanced customer satisfaction and operational efficiency.
Education
Bachelor of Commerce -
Leading Teams: Developing as a Leader - undefined
Coursera
Skills
Customer Experience Enhancement
Key Differentiators
- Scale & Experience: 20+ years managing teams exceeding 500+ FTE across multiple locations with proven B2B and end customer operations expertise in North American markets.
- Financial Accountability: Track record managing multi-million dollar accounts with demonstrable cost optimization results ($4.3M+ savings achieved).
- Customer-Centric Leadership: Consistent focus on customer experience enhancement through data-driven decision making, continuous improvement, and voice of customer advocacy.
- Change Management: Successfully led complex organizational transitions and process improvements with minimal performance impact while building team resilience.
- Technical & Operational Excellence: Strong background in technical support operations, SLA compliance, and performance metrics management with experience in multilingual operations.
Timeline
Senior Vendor Manager - Bell Canada
02.2023 - Current
Partner Performance Manager - Bell Canada
10.2014 - 02.2023
Manager, Workforce Management - Convergys India Services
10.2014 - 02.2023
Sr. Team Leader - Operations - Convergys India Services
05.2007 - 03.2009
Team Leader - Convergys India Services
10.2005 - 11.2011
Team Leader - Operations - Convergys India Services
10.2005 - 05.2007
Team Leader - Wipro BPO
02.2003 - 10.2005
University of Illinois Urbana-Champaign - Leading Teams: Developing as a Leader,
Glocal University - Bachelor of Commerce,
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