Amit Sarwade

• Managed Bathroom Cleaning Subscription Services, Home Cleaning Services, and the Homestore Inbound Team.
• Enhanced operational efficiency through data-driven decision-making and analytics tools.
• Oversaw end-to-end operations of the Home Services Department.
• Achieved a monthly revenue growth rate of 25% and consistently improved sales conversion rates.
• Led a team of 95 associates, 7 unit leaders, and 2 team leaders.
• Supervised all aspects of operations, including people management, process management, sales, servicing, and inbound calls.
• Collaborated with top management to align operations with organizational vision and goals.
• Developed strategies to boost sales, manage customer complaints, and recruit sales staff.
• Delegated tasks to team and unit leaders to foster a self-reliant ecosystem.
• Generated daily and weekly reports for stakeholders and identified areas for sales improvement through call audits and team meetings.
• Managed employee schedules, accommodating individual requests and needs.
• Conducted weekly meetings to address issues, set goals, and resolve employee concerns.
• Provided training and coaching to reduce process bottlenecks and enhance employee performance.
• Delivered feedback to decision-makers on employee performance and training requirements.
• Fostered a positive work environment to boost morale and promote employee retention.
• Set ambitious targets to motivate employees and drive company success.
• Conducted on-boarding training and documentation for new hires.
• Implemented cross-training initiatives to enhance team agility and performance.
• Optimized resource allocation through regular performance evaluations and personalized coaching for staff development.

• Reported directly to the Senior Manager of Operations, managing duties of Assistant Manager for Toyota Connect Customer Assistance Center.
• Oversaw all aspects of Toyota Connect and Toyota Chat Customer Assistance Center, serving as Process Head.
• Collaborated with Toyota top-level management to optimize existing processes and implement new improvements, enhancing operational efficiency.
• Managed team performance including attrition, shrinkage, client service levels, and employee motivation.
• Worked closely with Accounts, Quality Excellence, Internal Audit, Compliance Management, Legal, and Business Development teams to optimize operations.
• Conducted monthly business reviews with Toyota top-level management.
• Supervised call monitoring, coaching, performance, and corrective actions for team members.
• Participated in brainstorming sessions to provide feedback and execute new tactics for improving campaign and agent performance.
• Developed product, process, and call center trend knowledge to recommend improvements for customer experience.

• Developed and implemented strategies to improve operational efficiency and accuracy.
• Led associate focus groups and meetings to gather suggestions, address concerns, and foster positive relations among team members and management.
• Conducted root cause analysis to identify and resolve structural and process issues.
• Established and managed objectives for quality, productivity, and compliance.
• Ensured adherence to applicable guidelines and requirements, supporting the team in doing the same.
• Managed team performance including attrition, shrinkage, client service levels, and employee motivation.
• Prepared insights for monthly business review meetings in coordination with IT, Quality, and Training teams, leading monthly review meetings with internal and external stakeholders.

Flipkart Seller Onboarding Team and Flipkart Advantage Team

• Led Flipkart Seller Onboarding Team and Flipkart Advantage Team to achieve Live and Enabled Seller Count targets set by top management.
• Met onboarding targets for sellers as specified by management.
• Managed Seller Onboarding Operations team responsible for inventory fulfillment by marketplace sellers for Flipkart.
• Oversaw metric management including productivity, utilization, seller engagement, seller satisfaction, TAT, backlog, quality score, and variable costs.
• Published weekly and monthly metrics reports for client stakeholders.
• Provided key insights during internal/external reviews and weekly/monthly business reviews with management.

Note: The FA - Ops Process was outsourced to Intelenet / Serco in July 2015.

• Managed FA Ops Process escalations, resolving issues promptly, including CEO-level escalations. Coordinated with Management, Category, FC, FAL2, Seller Grievance, Social Media, FRM, FPI, and Catalog teams to address and resolve escalations.
• Conducted QC analysis, successfully resolving QC tickets through active coordination with Catalog, Category, and Fulfillment Center teams, ensuring correct products were received at Flipkart Warehouse and made live on the website within stipulated time frames.
• Facilitated knowledge transfer to consultants and new hires, helping them understand processes from core fundamentals.
• Awarded "Best Performer" for Oct-Dec Quarter 2015.

Deputed to Flipkart Internet Private Limited, Flipkart Advantage - Operations, Bangalore, Karnataka)

• Dun and Bradstreet Process | International Voice Outbound
• Was responsible for analyzing, updating and creating credit reports for organizations in USA.
• Worked in target-oriented environment and delivered excellent results on time.
• Used keen observation and analytical skills to verify business related information and its authenticity.
• Handled around 60 interactions daily with business stakeholders in USA and populated reports in internal Dun and Bradstreet database.

Was responsible for overall administration, system maintenance and financial account maintenance of the Cyber Parlor on a daily basis.

• Handling payments made by clients and kept track of usage hours along with payment details in register on Administrator system.
• Shared daily report of Cyber Parlour Proprietor.
• Consolidated daily payment records into weekly and monthly reports to create overall monthly revenue report.
• Addressed all kinds of technical issues with systems, software related issues or hardware related issues to minimize downtime and enhance client experience
• Monitored Cyber Parlour premises in real time to ensure that no tampering to desktop and other hardware peripherals happens
• Software Maintenance: Ensure that all essential software applications, such as security software (Antivirus/Firewall/AntiMalware) is always kept up to date, so that systems are kept secure from any cyber threats.
• Bandwidth Monitoring: Monitored in real time and through daily reports for any abnormal spike in internet usage, and immediately addressing it by ensuring no visitors download large files over internet or run unwanted applications on desktop systems.
• Coordinated with IT Service Provider Vendor whenever there was tech issue (hardware or software) observed, and got repair and replacement within minimum time to ensure minimal downtime and loss of revenue.