Anil Kamath

• Managed vendor relationships, negotiating contracts for maximum value and efficiency.
• Automated manual processes using technology solutions, increasing accuracy and efficiency within operations.
• Ensured compliance with industry regulations and company policies, mitigating potential risks.
• Facilitated change management efforts, guiding teams through periods of transition and growth.
• Reduced operational costs through effective budget management and cost-saving strategies.
• Evaluated emerging market trends to inform strategic decisions affecting the organization''s future direction.
• Built a high-performance culture by recruiting top talent and promoting professional development opportunities for staff members.

Business and Projects Analysis - A detailed plan for achieving the business goals and ensure that the CSAT is at the best
Developed and disrupt dynamic business models working closely with founder / investors on strategy development & analysis, developing, motivating & recruiting the entire team of key personnel
Company Compliances, Audits - Worked with different teams to ensure all compliance / audits requirements are met
Review and Analysis of centre/business performance Vs budget & forecast Working closely with customers & liaising with private & government stakeholders

Monitor all centres budget and reduce costs per centre
Analyze any major deviations from the monthly budgets Analysis & build reports on teams & centre performance

Generate brand awareness, using digital channels
Worked along with the Creative team and Created, Designed, build and maintain the social media presence Manage all relationships with digital agencies, develop vendors, service providers
Ensure optimum staffing & employee retention policies
Devised market strategies to grow and develop business, competition analysis and gathering market intelligence
Ownership: ensuring that tasks and competencies are not scattered. Rather than constantly forwarding calls and live chats to more skilled agents, the team to have ownership of the customer group and is trusted to take care of all their needs. This team is also responsible for a customer’s satisfaction, associated costs of service, and revenue.
Self-managing: self-managing teams guided by common targets like customer satisfaction, response times, and total revenue can provide better quality care through daily performance discussions and the freedom to adjust processes and care strategies.
Capabilities and team: cross-functional teams can resolve more than 95 percent of customer requests during the first contact, preventing a negative experience or multiple handoffs.
Enablement: learning is accelerated when customer-care agents are part of the resolution process and the combination of experts with frontline agents leads to a culture of knowledge and learning.
Product Enhancement: Ensure the application is worked on with bug fixes and development on a regular basis.

• Reduced response time to customer inquiries by optimizing support channels
• Increased employee retention through effective training and mentorship programs.
• Established cross-functional teams for improved communication between departments and better customer experiences.
• Cultivated a supportive team environment that encouraged open communication, collaboration, and continuous learning to drive exceptional performance outcomes.
• Created a comprehensive onboarding program to expedite new hire integration into the company culture and processes.
• Streamlined internal processes for more efficient issue resolution, reducing overall case volume while maintaining high-quality service levels.
• Managed escalated customer issues promptly, ensuring timely resolutions and maintaining positive relationships.
• Enhanced customer satisfaction by implementing a streamlined feedback system.
• Spearheaded a process improvement project that identified inefficiencies within current workflows; implemented changes resulting in reduced handling time for customer inquiries.

• Responsible to drive exceptional service delivery and risk management across enterprise, large & smb clients for all of North America as a region.
• Led a high-performing operations team, focusing on continuous improvement and employee development.
• Championed service excellence initiatives that propelled our customer satisfaction score from 7.5 to 8.2, spearheaded strategic team development that augmented our revenue by $860k, and implemented cost optimization strategies saving $55k annually.
• My dedication to fostering a collaborative work environment reduced attrition from 72% to 38%, demonstrating my commitment to organizational engagement and team morale. Furthermore, I led knowledge management and process efficiency projects, enhancing operational effectiveness and setting new benchmarks in quality and team productivity.
• Worked closely with senior leadership to define long-term operational strategies designed for scalable growth.
• Improved operational efficiency by implementing streamlined processes and optimizing team workflows.
• Reduced operating costs by identifying areas of waste and implementing cost-saving measures.

• Conducted regular staff training sessions to ensure consistent implementation of best practices across the team.
• Spearheaded process improvements that led to reduced errors and increased accuracy in task execution.
• Enhanced team productivity through regular performance evaluations and targeted coaching sessions.
• Maintained current knowledge of industry trends, incorporating relevant insights into operational strategies.
• Reduced expenses with strategic budget planning and cost-effective resource allocation.
• Analyzed data to identify areas for improvement, resulting in higher levels of customer satisfaction.

• Ownership of change requests and incidents to determine root cause
  Ownership and presentation of daily / weekly / monthly reporting to internal and external stakeholders
• Offsite technical implementation, installation and configuration of hardware when required
• Drive L1 performance in key metrics such as Customer Satisfaction, MTTR, MTTF.
• Responsible for providing coaching, mentoring and support to a team of Network Engineers. Working directly with Engineers to support, coach and educate on technical and process issues.
• Test latest Dell SWs and gauge performance, send feedback to product development team.
• Provide vitality training, mini-labs and mentoring on products and industry information, discuss processes, issues with Network Support reps.
• Review and distribute information passed down from other functional areas including Architecture, Design and Deployment teams.
• Led cross-functional teams in the development of innovative solutions for pressing business challenges.