Adish Maydeo
Noida
Summary
Accomplished SaaS professional with progressive industry background and decisive leadership style. Offers strategic planning abilities, background in change management and forward-thinking mindset. Ready for challenges and focused on meeting future demands.
20+ years track record in Pre-Sales, Business development, Project management, and building Markets for SaaS products across Global regions.
Overview
24
24
years of professional experience
Work History
Principal Consultant – Manager of PS and SUPPORT
Calabrio
06.2020 - Current
- Experience of Selling and Implementing WFO SAAS products across 16 Different countries
- Experienced in managing regional Services/Consulting teams in complex matrix environments
- Expertise in management consulting and professional services offerings and go-to-market strategy
- International Track Record – Proven success in leading and developing a geographically diverse and multi-faceted team
- Deep understanding of global markets and owning delivery and Pre Sales pipeline targets across regions
- People Leader – Experience leading and developing a successful regional and global team with a track record of engaging and growing diverse talent to greater success
- Change Agent – Ability to successfully drive and embed change/transformation and diversity of thought
- Provided business management advisory and implementation insights and services to realize meaningful business growth through workplace and employee experience transformations across APAC and MENA regions.
Pre-Sales and project manager - APAC
Teleopti APAC
06.2006 - 06.2020
- Instrumental in setting up APAC offices in Malaysia and then in Philippines during this tenure
- Wore multiple hats to make sure company achieves recognition and marketshare.
- Managed projects from procurement to commission.
- Planned, designed, and scheduled phases for large projects.
- Organized product demonstrations and trial installations of Software to promote products.
- Presented technical presentations to clients to explain product features and benefits.
- Helped team implement successful sales strategies for complex market.
Workforce Manager
Intelenet Global Services
01.2004 - 06.2006
- Responsible for MIS /WFM of multiple UK based processes
- Involved in the transition of the process from MIS prospective
- Involves MIS reports, Scheduling, Vacation planning, and Break management for this process
- Billing report, Monthly headcount report and planning
- Also involved in the Blue pumpkin implementation team
- Handled Forecasting, Staffing and scheduling for a U.S
- Process
- Involved in Forecasting for the process using historical data
- Staff according to the forecast using erlang C, apply required shrinkages and then schedule
- Owner of COPC 2.7 chapter which deals with Staffing, forecasting and scheduling
- Responsible to make sure that the Forecasting, Staffing and scheduling process is COPC compliant
- Trained by Indian Statistical Institute on basic statistical analysis of data
- Trained on Six Sigma Yellow belt
- Assisted the Operations and transition teams during base level modeling of FTE requirement
- Responsible for HR to review entity-level hiring trends to bring down cost to company (CTC) at the agent level.
Team Leader
E.D.S.
01.2003 - 01.2004
- Report hiring plan for weekly Workforce Planning session
- Determine shrinkage and staffing flexibility, set assumptions in WFM tools
- Check intra-day performance, initiate appropriate actions, if needed
- Review Service Level targets and performance jointly with Site Manager
- Capture exceptions and enter into Blue Pumpkin Schedule Calendar
- Recommend staffing changes, VTO, VAT based on staffing needs
- Conduct schedule generation (shift bids) as required by business needs
- Coordinate time off request/approval process with Supervisors
- Determine schedules to be used by HR for recruitment of new agents and provide training on scheduling process to trainees during new-hire training.
Real Time Analyst
Stream
12.2001 - 12.2003
- Help meet contractual service levels
- Work with the Operations Planning to determine scheduling requirements for all applications
- Support the Intraday desk
- Monitor ongoing call arrivals, agent productivity
- Determine ongoing agent staffing required to meet client service level and productivity goals
- Work with the Resource Planner to identify and Implement ongoing staffing changes
- Create and distribute daily reports on schedule adherence, phone state, average handle time vs
- Planned and other metrics
- Manage agent breaks as per call flow
- Decide on unscheduled overtime as per situation
- Take decisions on leave early applications in the absence of team manager
- Monitor agent calls in order to avoid excess handling time.
Jr. Accountant ( Revenue accounting )
A.F.S. ( Swiss air )
06.2000 - 11.2001
- Received training in various fields of Cargo revenue accounting
- Processing of Airway bill data
- Correction of errors identified on airway bills
- Computating handling agent’s commission
- Interline billing
- Capturing Invoices
- Re-billing of incorrect invoices
- Evaluating the billings by other airlines
- Rejecting / accepting the billing as per the IATA R.A.M
- Rules.
Education
MBA - General Management
Asian Institute of Management
Philippines07.2024
Bachelor of Science - Applied Mathematics
Mumbai University
Mumbai12.1999
Skills
- Experience in working with Global teams
- Project Management (PMP Trained)
- Six Sigma Green Belt
- Strategic Planning
- Workforce Management
- Client Relationship Building
- Cross-functional team leadership
- Training and mentoring
- Sales Leadership
Tools
Maxima, IEX, Blue Pumkin, Teleopti WFM, Verint, Calabrio, Avaya CMS, Nortel Symposium, CISCO IPCC, Mitel, Amazon Connect, MS SQL
Timeline
Principal Consultant – Manager of PS and SUPPORT
Calabrio
06.2020 - Current
Pre-Sales and project manager - APAC
Teleopti APAC
06.2006 - 06.2020
Workforce Manager
Intelenet Global Services
01.2004 - 06.2006
Team Leader
E.D.S.
01.2003 - 01.2004
Real Time Analyst
Stream
12.2001 - 12.2003
Jr. Accountant ( Revenue accounting )
A.F.S. ( Swiss air )
06.2000 - 11.2001
MBA - General Management
Asian Institute of Management
Bachelor of Science - Applied Mathematics
Mumbai University
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