Amitkumar Sharma
Pune
Summary
- In quest of assignments in Service Delivery Operations / Business Transformation with an organization of repute
- A result-oriented professional with over 11 years of experience in Service Delivery Operations. Currently managing Voice Operations for ADP's US clients.
- Presently associated with ADP Private Limited, Pune as Assistant Manager - Voice Operations (Total Absence Management)
- Gained hands-on domain expertise in Process Mapping and Process Transition for Vodafone UK, Knowledge transition from Poland for Arcelor Mittal, and on US Call Centre (Benefits/Total Absence Management)
- An out-of-the-box thinker with a flair for identifying & adopting emerging trends & working on Personality Development programs within the organization
- Skilled at setting up targets, SOP & SLA, and maintaining CTQ (Critical to Quality) / CTP (Critical to Process) targets
- Demonstrated abilities in mapping business requirements and coordinating in developing and implementing processes in line with pre-set guidelines
- Experience in ensuring delivery of high-quality services to support customer's business needs & achieving continued high customer satisfaction from all operational users for services
- Excellent communication and interpersonal skills, with strong analytical, team-building, problem-solving, and organizational abilities.
- Ability to coach and mentor associates.
- Proven abilities in leading a team in multiple locations, multiple shifts.
Seasoned Deputy Manager with significant background in team leadership, operations management, and strategic planning. Known for driving efficiency improvements and streamlining processes to enhance productivity in previous roles. Committed to fostering positive work environments and promoting team collaboration. Demonstrates strong problem-solving abilities and initiative, consistently delivering high-quality results.
Overview
14
14
years of professional experience
Work History
Deputy Manager (Project Manager)
ADP India Pvt. Ltd.
Pune
11.2018 - Current
- Associate Engagement
- Responsible for managing daily activities for the Client Servicing Team
- Works closely with service and operations leadership to ensure service level agreements (SLA's) are met, and quality survey scores remain high
- Works with Call Center management to define policies and procedures
- Ensures that expected call metrics are met by team - hold times, abandon rates, etc
- Responsible for, performance development and assessments of associates
- Works on various projects to improve overall call center quality and service
- Manage daily operations to ensure smooth function and Co-ordinate with BU partners on workflow
- Data & stats collection, analyzing and reporting
- Act as primary contact for process updates and enhance team expertise on process knowledge
- Handle escalations and provide floor support
- Drive process enhancement initiatives
- Develop flow charts / SOP's, and maintain process changes database
- Call monitoring and call coaching on standards and soft skills
- Drives team towards achieving process service level agreements
- Collaborated with fellow employees, vendors and other parties to achieve smooth coordination of activities, risk remediation and follow-up.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Provided guidance and support to team members to help them achieve goals.
- Prepared monthly progress reports detailing achievements against set targets.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Developed and maintained project plans, timelines, and budgets.
- Collaborated closely with senior management on long-term strategic planning initiatives related to projects in development or execution stages.
- Provided guidance to team members regarding tasks assigned to them.
Service Manager (UK Service Delivery)
Vodafone Shared Services
06.2016 - 11.2018
- Manage customer assure & delivery escalations while working with internal stakeholders to maintain high level of customer satisfaction
- Upselling of Bandwidth & New Service for the existing accounts
- Work with Account Management to clear all aged debt & credit amounts pending for individual accounts
- Lead Service Review Calls Monthly/Quarterly with the Clients
- Discuss Service Performance Reports
- Drive service improvement plans (SIPs) aiming to improve NPS scores
- Client escalation management
- Driving Service Improvement Plans to enhance service quality & stability
- Support Clients by directing them towards Vodafone's support model and any associated systems/processes
- Manage BAU Client queries whilst driving improvements to achieve continual improvement
- Own and maintain service support documentation any Client information used across the business
- Own and deliver service improvement initiatives to ensure ongoing contractual alignment and support customer account development
- Ownership and production of a variety of account specific internal and Client reports
- Confident and articulate communicator, with experience of dealing with internal and external clients
- Facilitate calls with support team during transition/transformation
BPO Workflow Specialist (Australia)
Tata Consultancy Services
04.2014 - 06.2016
- Managing E2E (end-to-end) order of the customer and to ensure that the connection gets activated for the customer within the Telstra Committed SLA
- Contacting all the possible departments within Telstra to avoid dependencies for the customers
- Acting as a Nodal point of contact for the customers in terms of escalations or complaints
- Identifying the possible delays and fixing them by getting in touch with the required teams
- End to end troubleshooting of Telstra modem and of Network Termination Device (NTD)
Process Trainer and Transition (UK)
Vodafone Shared Services
06.2012 - 11.2013
- Aided training to multi-functional and cross-functional teams regarding process, customer interaction, and troubleshooting mobiles
- Developed content for all types of training program
- Ensuring process improvement through TNA (Training Needs Analysis) program
- Piloted iPhone 5s SIM swap and 4G launch for Vodafone
- Working on process trimming, simplification, & automation projects in the UK
- Managing process operations as per the business requirement as a short-term stint
- Conducting trainings on troubleshooting of mobile devices and network faults
- Regularly communicate on company news and team progress against business plan
Customer Service Associate (UK Voice Operations)
Hutchinson 3 Global Service
11.2010 - 01.2012
- Handled incoming calls from the customers in the UK and assisted them on their Billing Queries
- Supported OJT batches on the floor as an SME
- Handled the team in absence of Team Leader and met the daily SLA
- Managed process operations for short period as per the business requirement
Education
B.Com. -
JaiHind College of Arts, Science And Commerce
Dhule01.2004
Skills
- Project management
- Customer service
- Process improvement
- Data analysis
- Training development
- Service delivery
- Client relationship management
- Team leadership
Accomplishments
- Allowed to work on various projects based on skill set, proven track records, and ability to learn new processes
- Visited onsite locations across for various projects
Personal Information
Date of Birth: 01/10/83
Languages
- English
- Marwari
- Hindi
- Marathi
Functional Exposure
- Transition Management
- Process Management and Improvement
- Customer Service Management
- Client Service Management
- People Management
Profile Snapshot
Process Mapping, Process Transition, Personality Development, Setting up targets, SOP & SLA, Mapping business requirements, High-quality service delivery, Communication & interpersonal skills, Coaching / Mentoring, Team leadership, and Project Management
References
References available upon request.
Timeline
Deputy Manager (Project Manager)
ADP India Pvt. Ltd.
11.2018 - Current
Service Manager (UK Service Delivery)
Vodafone Shared Services
06.2016 - 11.2018
BPO Workflow Specialist (Australia)
Tata Consultancy Services
04.2014 - 06.2016
Process Trainer and Transition (UK)
Vodafone Shared Services
06.2012 - 11.2013
Customer Service Associate (UK Voice Operations)
Hutchinson 3 Global Service
11.2010 - 01.2012
B.Com. -
JaiHind College of Arts, Science And Commerce
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