AVAYA CMS, Salesforce, Czentrix, SAP CRM
Amit Nair
AGM Operations
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Encouraging leader and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills.
Overview
27
27
years of professional experience
Work History
Asst. General Manager (Operations)
Datamatics Business Solutions Ltd.
01.2017 - Current
- Managing Voice and Non-Voice Teams to handle Inbound and Outbound Processes.
- Managing financial aspects of the business, including budgeting, forecasting, and cost control for optimal profitability.
- Managing Quality and Workforce Management Teams.
- Mentored staff members, fostering a supportive work environment that enhanced employee performance and retention.
- Assisted in the recruitment, hiring, and onboarding process for new employees to build a skilled workforce committed to excellence in service delivery.
- Building reports to give an overview of the business to the clients and internal customers using process excellence and automations.
- Liaise with the clients and operations for new campaign setup and reporting requirements.
- Implemented staff training programs that improved service quality and increased customer loyalty.
- Improved employee morale through recognition programs that acknowledged individual achievements and team successes.
- Managed budget implementations, employee reviews, training, schedules, and contract negotiations.
Operations Manager
New Rampgreen Technologies Pvt. Ltd
08.2013 - 12.2016
- Created and executed strategic plans aimed at increasing profitability while maintaining exceptional customer service standards.
- Evaluated employee performance regularly, promoting professional growth opportunities through coaching methods.
- Improved customer satisfaction ratings by ensuring prompt resolution of issues and concerns.
- Scheduled employees for shifts, taking into account the forecast and employee strengths.
- Handled problematic customers to assist lower-level employees and maintain excellent customer service.
- Reported issues to higher management with great detail.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
Team Leader
Modia Home Theater Store India Pvt Ltd
03.2011 - 07.2013
- Managed a high-performing sales team, consistently achieving and surpassing set targets.
- Oversaw all aspects of the sales cycle from prospecting to closing deals, ensuring a seamless experience for customers.
- Fielded customer complaints and facilitated a timely solution.
- Conducted quarterly reviews of each team member's progress towards achieving established goals, providing constructive feedback as needed.
- Forecasted sales to management and collaborated to build effective sales team.
- Answered customer questions about products and services, helped locate the stores, and promoted new offers.
- Kept detailed track of sales and customer information in company system.
Business Development Executive
Pinnacle Infrastructure International Pvt Ltd.
03.2008 - 02.2011
- Delivered presentations at industry conferences, raising company profile and attracting potential clients.
- Negotiated client contracts and agreements to cultivate profitable business transactions.
- Contributed to industry events and trade shows to showcase products and gather industry intelligence.
- Recorded accurate and efficient records in customer database.
- Attended monthly sales meetings and quarterly sales trainings.
Team Leader
Convergys India Services Ltd.
07.2005 - 02.2008
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Increased efficiency and team productivity by promoting operational best practices.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Implemented employee recognition programs that boosted morale and increased retention rates within the team.
- Managed escalated customer complaints, ensuring swift resolution and preventing further dissatisfaction.
Technical Support Officer
Wipro Spectramind Services Ltd
04.2004 - 12.2004
- Managed high call volume during peak hours, maintaining exceptional service standards under pressure.
- Assisted with updating technical support best practices for use by team.
- Documented support interactions for future reference.
- Improved customer satisfaction by resolving technical issues in a timely manner.
Export Officer
B. SHAHABUDDIN & Co.
03.1997 - 06.1999
- Developed strong relationships with carriers, resulting in improved shipping rates and transit times.
- Maintained detailed records of all export transactions, allowing for accurate reporting and informed decisionmaking.
- Ensured timely delivery of goods by closely monitoring shipments and proactively addressing any delays or issues that arose during transit.
- Prepared various export and supplier forms for customs submittal.
Education
Diploma in Marine Engineering - Marine Maintenance And Ship Repair
Mumbai Port Trust
Mumbai 04.2001 -
Diploma in Fire Engineering - Fire Prevention And Safety Technology
National Institute of Fire Engineering
Navi Mumbai 04.2001 -
Diploma in Hardware And Networking - Computer Networking
Visiontek Institute
Navi Mumbai 04.2001 -
Skills
Strategic planning skill
Business Development & operations knowledge
Effective Communication
Operations Management
Customer Retention
Customer Service Management
Employee Motivation
Organizational Skills
Analytical Skills
Adaptability and Flexibility
P&L Management
Accomplishments
- Reduced the management escalations by introducing Escalation Desk for Social Media and CEO complaints
- Collaborated with team of 4 associates to start with an upselling campaign & converted the cost center to revenue generating center .
Software
Awards and Recognition
Received Excellence in Execution Award (Datamatics Annual Awards) for 2 consecutive years
Best Team and Team Leader for Sept 2007 100 % attendance and Team Retention
Received Convergys Champion of the quarter - 0% attrition for consecutive 4 months
Timeline
Asst. General Manager (Operations)
Datamatics Business Solutions Ltd.
01.2017 - Current
Operations Manager
New Rampgreen Technologies Pvt. Ltd
08.2013 - 12.2016
Team Leader
Modia Home Theater Store India Pvt Ltd
03.2011 - 07.2013
Business Development Executive
Pinnacle Infrastructure International Pvt Ltd.
03.2008 - 02.2011
Team Leader
Convergys India Services Ltd.
07.2005 - 02.2008
Technical Support Officer
Wipro Spectramind Services Ltd
04.2004 - 12.2004
Diploma in Marine Engineering - Marine Maintenance And Ship Repair
Mumbai Port Trust
04.2001 -
Diploma in Fire Engineering - Fire Prevention And Safety Technology
National Institute of Fire Engineering
04.2001 -
Diploma in Hardware And Networking - Computer Networking
Visiontek Institute
04.2001 -
Export Officer
B. SHAHABUDDIN & Co.
03.1997 - 06.1999