Amitt Kumar

Reporting directly to Global Director, Sales Operations and Service Delivery.

• Direct 400+ FTE across Voice, Chat, Email, Sales Support, QA, Workforce, and Operations leadership.
• Ensured consistent SLA adherence across large-scale omni-channel (Voice, Chat & Email) operations through structured governance, performance management, and proactive risk mitigation.
• Own complete P&L($4M) including revenue alignment, productivity, cost governance.
• Support full revenue cycle from lead qualification, onboarding, activation, billing validation coordination, cancellation control, and retention support.
• Design and monitor KPIs covering Conversion %,Revenue per Rep, AHT, CSAT, FCR, TAT, ,Occupancy,prodcutivity & Quality.
• Lead weekly/monthly governance reviews with client stakeholders.
• Drive automation to reduce manual reporting and improve forecasting accuracy.
• Develop leadership bench and succession planning for sustained scalability.
• Developed and implemented process improvements for operational efficiency.
• Designed and implemented performance improvement plans (PIPs) for underperforming teams.
• Maintained strong floor governance through active engagement with managers and frontline teams.
• Fostered high-engagement culture and improved employee satisfaction and retention.
• Collaborated with cross-functional teams to develop process improvements that increased productivity.
• Designed and analyzed internal reporting systems and procedures for company.

• Direct Reporting to VP Global Operations and Service Delivery (Dave Ismail).
• Oversaw healthcare coding operations supporting outsourced delivery for US client Change Healthcare, ensuring accurate medical documentation review and coding validation aligned with HCC and risk adjustment requirements.
• Directed operational workflows supporting HCC coding, risk adjustment documentation review, and healthcare data operations aligned with US healthcare compliance standards.
• Implemented structured quality assurance frameworks and audit programs to maintain coding accuracy, documentation integrity, and SLA adherence.
• Established training and capability development programs for healthcare coding teams covering coding guidelines, process updates, and compliance requirements.
• Developed performance dashboards tracking coding accuracy, productivity, turnaround time (TAT), and quality metrics.
• Led workforce planning and productivity optimization initiatives across healthcare delivery teams.
• Collaborated with US client stakeholders to improve process efficiency, operational stability, and service delivery performance.
• Introduced Lean Six Sigma-driven continuous improvement initiatives that enhanced coding turnaround times and operational efficiency.
• Directed recruitment teams responsible for candidate sourcing, screening, submission management, and interview coordination across technology hiring requirements.
• Lead weekly/monthly governance reviews with client stakeholders.
• Implement BI dashboards for real-time performance tracking.
• Strengthen escalation matrix and RCA-driven performance corrections.

• Directed inside sales conversion, managed digital marketing leads, oversaw post-sales customer service, and executed RCM operations for real estate projects.
• Built and led omni-channel contact center aligned with digital marketing & inside sales.
• Established Voice, Chat & Email support model integrated with digital lead funnel.
• Supported revenue lifecycle including lead qualification, booking confirmation, documentation validation, billing coordination, and post-sales engagement.
• Led end-to-end SLA governance across omni-channel operations, ensuring service stability, operational discipline, and seamless client delivery.
• Designed KPI scorecards and productivity dashboards.
• Implemented CRM automation for revenue tracking and reporting.
• Reduced TAT and improved customer lifecycle experience.

Manager Operations Flipkart E-Commerce (Chat & Email) 07/2019-01/2020

• Spearheaded Omni-channel (Chat /Email/Voice) customer experience operations covering 300+ FTE including (AMs, Team Leads, SME's Customer Support Executives).
• Championed consistent SLA excellence by embedding accountability, real-time performance oversight, and cross-functional collaboration across omni-channel operations.
• Supported revenue protection through improved complaint resolution and refund validation controls.
• Drove productivity improvement and attrition control initiatives.
• Ensured strict floor governance by maintaining real-time adherence to schedules, productivity, and quality benchmarks.

Team Manager Operations Reliance Jio (Telecom) 10/2016 -6/2019

• Directed inbound, outbound and escalation desk for Reliance Jio, covering technical support and customer retention.
• Successfully Led a 200-member team across voice, chat and email queues, achieving top tier QA and CSAT scores.
• Streamlined resource allocation and forecasting to meet fluctuating volume demands.

• Directed comprehensive production operations for Rotoscope, View-D (3D Conversion), and Paint departments, supervising over 300 artists and production personnel across multiple shifts.
• Partnered with Producer and VP - India Operations on forecasting, resource optimization, and departmental performance analysis.
• Directed project planning, scheduling, and delivery management, guaranteeing stringent adherence to client deadlines and global studio standards.
• Collaborated with Hollywood studio clients and VFX supervisors to oversee change requests, evaluate deliveries, and uphold quality benchmarks across all 3D conversion outputs.
• Optimized production workflows through capacity planning models, performance dashboards, and review cadences-minimizing turnaround time.
• Now recognized as DNEG, a global leader in visual effects (VFX), animation, and post-production.

Assistant Manager Operations (2010–2012)

• Led 20+ team members in executing outbound tech sales, selling Laptops and Accessories.

Lead Operations (2007–2010)

• Supervised 12-member team handling broadband setup, line testing, and package upgrades.

Technical Associate (2005–2007)

• Delivered inbound tech support for broadband customers ensuring first-call resolution.