Amit Dugge
Pune
Summary
Proactive and energetic professional with demonstrated leadership abilities in Operations management. Determined and experienced in strategic planning, problem solving acumen and mentoring team members to meet and exceed company goals.
Overview
17
17
years of professional experience
Work History
Team Leader
NSR Information Systems
Pune
03.2023 - 07.2023
- Job profile involved managing a team of 20 executives offering chat and email support for a US based healthcare service provider
- Monitored team performance, identified areas of weaknesses and provided timely interventions to ensure targets were met
- Created an effective team culture and fostered collaboration to increase team morale and motivation.
Technical and Business Operations Team Lead
Amdocs BPO
Pune
06.2022 - 11.2022
- Evaluated team performance and provided constructive feedback to improve daily and monthly targets.
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
Assistant Manager
EXL service.com Private Limited
Pune
11.2006 - 11.2021
- Joined organization as an Associate for a voice process for a US based client and was later redeployed in the pilot batch of a US based utility service provider
- Promoted as an Assistant Manager on 1st February 2012 and handled teams in Voice, Non Voice, and Support function
- Ensured optimum staffing as required for meeting KPI/SLA/Process Metrics
- Maintained operational data and highlighted any peaks/dips in volumes/performance to senior management and/or client
- Always ensured accurate and timely reporting of data
- Devised value adding projects/initiatives to the business
- Maintained seamless flow of communication and required documentation and audit trails from compliance perspective
- Always ensured compliance with internal policies and administrative procedures, external regulations, and information security standards
- Provided coaching/feedback and assisted new hires to shorten their learning curve
- Drafted a Performance and Growth Plan for each team member
- Identified operational challenges and implemented suitable ideas by regularly conducting brainstorming sessions with team members and support functions
- Effectively managed diversity in a team and encouraged commitment, openness, and responsiveness
- Created an environment for meritocracy by rewarding and recognizing performance and talent
- Encouraged best practice sharing and collaboration to optimize team performance.
Education
Bachelors of Science -
University of Pune
06.2008
Skills
- Leadership
- Communication Skills
- People Management
- Performance Improvement
Accomplishments
- Achieved in bringing a phenomenal 7% decrease in the suspense value over a period of 18 months.
- Received the Best Employee of the Year award in 2009 and 2011.
Personal Information
- Date of Birth: 06/16/80
- Nationality: Indian
Languages
- English
- Marathi
- Hindi
Timeline
Team Leader
NSR Information Systems
03.2023 - 07.2023
Technical and Business Operations Team Lead
Amdocs BPO
06.2022 - 11.2022
Assistant Manager
EXL service.com Private Limited
11.2006 - 11.2021
Bachelors of Science -
University of Pune
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