Summary
Overview
Work History
Education
Skills
Accomplishments
Interests
Timeline
Generic

Allan Costa

Senior Manager Operations
Mumbai

Summary

Versatile Senior Manager specializing in BPO and skilled at planning, implementing and overseeing key improvements to drive business growth and efficiency. History of cultivating an open culture with free exchange of information. Pursuing new professional challenges with a growth-oriented company. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

20
20
years of professional experience

Work History

Senior Manager

DATAMARK BPO Services
11.2020 - Current
  • Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
  • Implemented and developed operational standards, policies and procedures.
  • Held monthly meetings to create business plans and workshops to drive successful business.
  • Provided strong leadership to enhance team productivity and morale.
  • Led cross-functional teams to achieve project milestones and deliver high-quality results.
  • Consistently met or exceeded annual performance targets set by senior leadership.
  • Reduced costs, optimized resource allocation, and improved efficiency in managing projects.
  • Improved team performance by providing comprehensive training and fostering a collaborative work environment.
  • Managed budgets effectively, achieving financial objectives while maintaining strict control over expenditures.
  • Identified cost improvement changes and cost savings plans to increase company savings.
  • Reviewed and analyzed reports, records and directives to obtain data required for planning department activities.
  • Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
  • Utilized data-driven insights to make informed decisions that resulted in higher returns on investments.
  • Promoted a culture of continuous learning through regular workshops, seminars, and training sessions for staff.
  • Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
  • Balanced competing priorities efficiently while maintaining focus on critical tasks requiring immediate attention.
  • Recommended and implemented successful strategies to maximize revenue.

Manager

DATAMARK BPO Services
05.2017 - 10.2020
  • Managed and motivated employees to be productive and engaged in work.
  • Accomplished multiple tasks within established timeframes.
  • Maximized performance by monitoring daily activities and mentoring team members.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
  • Developed and implemented business strategies to achieve business goals and stay competitive.
  • Controlled costs to keep business operating within budget and increase profits.
  • Cross-trained existing employees to maximize team agility and performance.
  • Maintained professional, organized, and safe environment for employees and patrons.
  • Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
  • Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
  • Streamlined workflows by identifying bottlenecks in existing systems and proactively addressing these challenges through appropriate solutions implementation.

Quality Manager

DATAMARK BPO Services
05.2016 - 04.2017
  • Provided training to employees on best practices in quality management, fostering a culture of excellence within the organization.
  • Managed and archived quality documentation and participated in internal and external quality audits.
  • Updated quality control standards, methods, and procedures to meet compliance requirements.
  • Improved quality processes for increased efficiency and effectiveness.
  • Increased customer satisfaction through adherence to quality standards and customer requirements.
  • Evaluated quality problems and performed assessments to identify and resolve issues.
  • Enhanced customer satisfaction by monitoring and addressing customer complaints promptly and efficiently.

Associate Operations Account Manager

APTARA New Media
07.2013 - 04.2016
  • Collaborated with cross-functional teams to identify opportunities for process improvements and cost reductions.
  • Maintained high standards of service delivery, ensuring consistent performance across all accounts managed.
  • Developed strong relationships with key clients, leading to improved customer loyalty and long-term partnerships.
  • Optimized account management processes for increased client satisfaction and retention.
  • Resolved customer issues promptly, maintaining a high level of client satisfaction through effective communication and problem-solving skills.
  • Enhanced operational efficiency by streamlining processes and implementing new strategies.

Assistant Manager

Aptara New Media
07.2012 - 06.2013
  • Supervised day-to-day operations to meet performance, quality and service expectations.
  • Improved customer satisfaction by addressing and resolving complaints promptly.
  • Promoted teamwork within the workplace by encouraging collaboration among staff members on various projectstasks.
  • Collaborated with the management team to develop strategic plans for business growth and improvement.
  • Helped with planning schedules and delegating assignments to meet coverage and service demands.
  • Facilitated clear communication between employees and upper management through regular meetings and updates.

Assistant Manager

Integreon Managed Solutions
05.2011 - 07.2012
  • Developed strong working relationships with staff, fostering a positive work environment.
  • Mentored team members to enhance professional development and accountability in workplace.
  • Defined clear targets and objectives and communicated to other team members.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.

Delivery Center Lead

Integreon Managed Solutions
07.2010 - 04.2011
  • Optimized staffing levels through effective scheduling practices, reducing costs and maximizing workforce utilization.
  • Collaborated with other departments to address common customer issues, streamlining processes for faster resolution times.
  • Maintained a high level of industry knowledge through attending professional development events.

Shift Lead

Integreon Managed Solutions
05.2008 - 06.2010
  • Ensured daily budgetted volume delivery
  • Trained and mentored new employees to maximize team performance.
  • Conducted regular team meetings to discuss progress, address concerns, and set goals for continued improvement.
  • Enforced company policies and regulations with employees.
  • Mentored team members in professional development activities that ultimately led to promotions within the organization.
  • Provided exceptional customer service by addressing inquiries, resolving issues, and maintaining a welcoming atmosphere for patrons.

Team Lead

Integreon Managed Solutions
10.2007 - 04.2010
  • Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
  • Established clear performance metrics for the team which helped in tracking progress towards set targets effectively.
  • Coached team members in techniques necessary to complete job tasks.
  • Influenced positive change within the organization through strategic thinking, innovation, problem-solving abilities, and consistent leadership style.
  • Optimized resource allocation by analyzing team member skills and project requirements, resulting in increased efficiency.

Assistant Team Leader

Integreon Managed Solutions
03.2006 - 09.2007
  • Organized weekly team meetings to discuss projects, share updates, and address any challenges faced by the team.
  • Enhanced team performance by implementing efficient work processes and providing constructive feedback.
  • Managed day-to-day operations of the department, ensuring smooth functioning of all administrative tasks related to staff scheduling, resource allocation, and workload distribution.
  • Developed process improvements and offered actionable solutions to correct recurring issues.

Senior Production Associate

Integreon Managed Solutions
10.2005 - 02.2006

Production Associate

Integreon Managed Solutions
04.2005 - 09.2005

Junior Production Associate

Integreon Managed Solutions
05.2004 - 03.2005

Education

No Degree - Networking And Hardware

Jetking Infotrain
Mumbai
04.2001 -

No Degree - Commerce

SIWS Junior College
Mumbai
04.2001 -

Skills

Strategic Planning

Accomplishments

Successful Completion of a Six Sigma Green Belt (SSGB) Project on attrition management at DATAMARK BPO Services

Awarded Core Value award of Teamwork in September 2017

Awarded Spirit of DATAMARK in April 2019

Awarded Core Value award of Respect in September 2023

Awarded Grandmaster award for operational excellence in 2012 at Aptara New Media

Awarded Annual award for best performance in 2011 at Integreon Managed Solutions

Successful in building a site from 25 employees to 600+

Managed multiple transition in a short span of time and received customer accolades

Had multiple onsite visits in US to improve efficiency and quality at client end

Interests

Community events

Travelling and making connections

Listening to Music

Timeline

Senior Manager

DATAMARK BPO Services
11.2020 - Current

Manager

DATAMARK BPO Services
05.2017 - 10.2020

Quality Manager

DATAMARK BPO Services
05.2016 - 04.2017

Associate Operations Account Manager

APTARA New Media
07.2013 - 04.2016

Assistant Manager

Aptara New Media
07.2012 - 06.2013

Assistant Manager

Integreon Managed Solutions
05.2011 - 07.2012

Delivery Center Lead

Integreon Managed Solutions
07.2010 - 04.2011

Shift Lead

Integreon Managed Solutions
05.2008 - 06.2010

Team Lead

Integreon Managed Solutions
10.2007 - 04.2010

Assistant Team Leader

Integreon Managed Solutions
03.2006 - 09.2007

Senior Production Associate

Integreon Managed Solutions
10.2005 - 02.2006

Production Associate

Integreon Managed Solutions
04.2005 - 09.2005

Junior Production Associate

Integreon Managed Solutions
05.2004 - 03.2005

No Degree - Networking And Hardware

Jetking Infotrain
04.2001 -

No Degree - Commerce

SIWS Junior College
04.2001 -
Allan CostaSenior Manager Operations