Atul Tiwari
Bangalore
Summary
Seasoned site leader with a record of strategic & thought leadership in high-pressure environments. Possess strong skills in team management, operational efficiency, and Product & business development. Demonstrated ability to identify growth opportunities and drive revenue increase through innovative strategies. Significant impact realized in previous roles through improved processes and enhanced team performance. Successful at stepping into diverse positions and making immediate positive contributions. Focused on optimizing operations and motivating employees while establishing dominance in customer service industry.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Associate Vice President
iEnergizer IT Services Pvt Ltd
Noida
10.2023 - Current
- Responsible for the overall direction, coordination, and evaluation of all functions, including operations, facility, and HR teams at the company's Bangalore location.
- Assisted in the development of long-term strategic objectives for the company.
- Negotiated contracts with vendors and suppliers.
- Facilitated communication between executive leadership team and other departments within the organization.
- Coordinated staff meetings to discuss progress on key projects and initiatives.
- Led cross-functional teams to ensure successful completion of organizational goals.
- Implemented, or assisted in the change or development of new processes as necessary to provide the ability to better service customers.
- Implemented strategies using Kaizen, Lean, DMAIC, and other improvement methods.
- Developed and maintained relationships with customers, vendors, and other stakeholders.
- Managed the day-to-day operations of the site, including staffing, scheduling, budgeting, safety protocols.
- Analyzed site's expenditures and developed financial models.
Service Delivery Leader
iEnergizer IT Services Pvt Ltd
Noida
10.2021 - 09.2023
- Led the setting up of a new international service delivery center at the Bangalore location.
- Played a pivotal role in creating SOPs, processes, and guidelines necessary for the new delivery center to succeed.
- Developed and implemented processes to improve customer satisfaction and reduce operational costs.
- Coordinated with stakeholders to define objectives, scope and timeline of service delivery initiatives.
- Established procedures for tracking progress on service delivery projects.
- Created strategies to increase operational efficiency across the organization's service delivery functions.
- Conducted regular meetings with team members to review project status and discuss any potential risks or challenges.
- Analyzed current processes and identified areas of improvement that would benefit customers and staff alike.
Senior Operations Manager
iEnergizer IT Services Pvt Ltd
Noida
10.2020 - 09.2021
- Developed and implemented operational strategies to improve efficiency and reduce costs.
- Managed personnel including recruitment, training, scheduling, performance reviews and disciplinary actions.
- Drafted presentations for internal review meetings and external events such as trade shows or conferences.
- Assessed projects against budgets and timelines, keeping team and assignments on task.
- Collaborated with other departments to coordinate strategic marketing activities.
- Ensured compliance with safety regulations and maintained a safe work environment for all personnel.
Manager of Operations
iEnergizer IT Services Pvt Ltd
Noida
10.2018 - 10.2020
- Developed and implemented operational policies and procedures to ensure efficient business operations.
- Created and managed budgets for operational departments and monitored progress against goals.
- Analyzed data to identify trends in customer service issues, financials, staffing needs., to make informed decisions regarding operations.
- Provided leadership and direction to staff members to ensure successful completion of projects on time and within budget.
- Developed product roadmaps to help guide the development of new products.
- Managed large teams(200+) of highly dynamic and cross-functional nature.
Team Leader
iEnergizer IT Services Pvt Ltd
Noida
10.2015 - 09.2018
- Coordinated team activities and delegated tasks to ensure efficient completion of projects.
- Developed strategies for problem solving and conflict resolution among team members.
- Conducted regular performance reviews to assess individual team member progress.
- Provided coaching and feedback on employee performance, encouraging professional development.
- Created training materials and conducted group trainings on new processes or procedures.
- Assisted with recruitment efforts by interviewing potential candidates and providing input on hiring decisions.
- Monitored daily workflow to ensure adherence to established policies and procedures.
Executive - Customer Service
iEnergizer IT Services Pvt Ltd
Noida
07.2014 - 09.2015
- Provided technical support to customers via phone, email and online chat.
- Developed and maintained customer relationships through effective communication and problem solving skills.
- Resolved technical queries related to product features, functionality, installation and configuration of software applications.
Junior Engineer - Product Support
HCL BSERV
Noida
10.2013 - 06.2014
- Investigated and resolved customer complaints regarding product performance.
- Provided technical support as needed throughout the entire product lifecycle.
- Communicated with clients and coworkers about analysis results.
- Generated technical reports for customers.
Education
MBA - International Business
Rajiv Gandhi Institute of Management & Technology
06-2019
BBA - Business Administration
Rajiv Gandhi Institute of Management & Technology
06-2017
Skills
- Project Management
- Operations Management
- Product Management
- Product Vision and Strategy
- Change Management
- Lean / Six Sigma Strategy
- Agile Process Workflow
- Site Leadership
- Digital Transformation
- ROI Analysis & Strategies
- Organizational Development
- Client Management
- Service Delivery
Accomplishments
Led efforts of building a new site ground up(Aug'22): Shifted base from Noida to Bengaluru on Organization's request and successfully led the setting-up of International Service Delivery center in Bengaluru. Presently working in capacity of "Site Lead" for this location which has now grown into a 600+ strong center of excellence which caters to multiple US clients from Banking/Fintech and Gaming domains.
AI Translation Tool Implementation(Aug'20): Spearheaded integration of AI powered language operations platform into Salesforce lightening, slashing client servicing costs for non-english language contacts by 66%. This empowered English speaking chat and email agents to efficiently handle EU and APAC language contacts, resulting in substantial cost reduction and enhanced customer service.
WFH Implementation in COVID(Mar'20): Guided the WFO to WFH transition amid COVID-19, establishing protocols, communication processes, and IT infrastructure that minimized revenue impact and improved productivity, ensuring business continuity in uncharted waters.
CSAT Survey Model Revamp(Aug'19): Enhanced client's customer success efforts by accelerating the transition of the old survey mechanism, resulting in a 7% increase in customer satisfaction. This positively impacted the client's retention rate and overall business growth.
CRM Overhaul(Sep'18): Helped streamline operations by overseeing UAT for migration of in-house CRM tool to "Salesforce lightening", resulting in over 15% productivity improvement and increased team efficiency.
Certification
- Six Sigma Black Belt
- Digital Transformation Professional
- Statistics & Probability Master
Languages
Hindi
First Language
English
Proficient (C2)
C2
References
References available upon request.
DOB
30-Oct-1989
Timeline
Associate Vice President
iEnergizer IT Services Pvt Ltd
10.2023 - Current
Service Delivery Leader
iEnergizer IT Services Pvt Ltd
10.2021 - 09.2023
Senior Operations Manager
iEnergizer IT Services Pvt Ltd
10.2020 - 09.2021
Manager of Operations
iEnergizer IT Services Pvt Ltd
10.2018 - 10.2020
Team Leader
iEnergizer IT Services Pvt Ltd
10.2015 - 09.2018
Executive - Customer Service
iEnergizer IT Services Pvt Ltd
07.2014 - 09.2015
Junior Engineer - Product Support
HCL BSERV
10.2013 - 06.2014
MBA - International Business
Rajiv Gandhi Institute of Management & Technology
BBA - Business Administration
Rajiv Gandhi Institute of Management & Technology
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