CLINTIN HENRY ROZARIO
Redfield
Summary
Operations leader with over 20 years of experience in site development and multi-location scaling. Proven ability to establish new locations and manage complex transitions while ensuring operational excellence. Expertise in driving organizational growth and profitability through strategic management and team development. Recognized for outstanding performance in operations and customer care, with a focus on motivating teams in competitive environments.
Overview
22
22
years of professional experience
Work History
GENERAL MANAGER - OPERATIONS
INFOGNANA SOLUTIONS
10.2019 - Current
- Spearheaded expansion from one site to three operational locations, enhancing overall capacity.
- Architected standardized operational frameworks across all sites to ensure consistent quality metrics.
- Established site-specific P&L management systems while maintaining centralized oversight for financial control.
- Developed resource allocation strategies optimizing workforce distribution across multiple locations.
- Created scalable operational policies enabling efficient replication in new sites.
- Managed cross-site coordination to uphold unified service delivery standards and client satisfaction.
- Built and mentored site management teams, fostering local leadership and organizational alignment.
- Implemented stringent quality control standards and KPI monitoring across all locations.
SENIOR SERVICE DELIVERY MANAGER
MERIT DATA AND TECHNOLOGY PVT LTD
12.2018 - 10.2019
- Executed operational transition to new facility, ensuring uninterrupted client service delivery.
- Orchestrated seamless relocation of 276 associates and entire operational infrastructure.
- Developed transition roadmaps and risk mitigation strategies, achieving zero business disruption.
- Established new site operational standards and optimized workflows in the facility.
- Managed £2.3 million revenue stream, surpassing client retention targets during transition.
- Constructed dedicated Training and Scoping teams for new location requirements.
- Implemented resource planning tailored to new facility, enhancing space utilization and productivity.
- Transitioned 14 Team Leaders, 6 ASDMs, 2 SDMs, and 276 Marketing Research Associates while maintaining team morale.
GROUP MANAGER
AMAZON DEVELOPMENT CENTRE PVT LTD
05.2017 - 11.2018
- Played critical role in operational expansion and massive team scaling
- Led comprehensive team scaling initiative from 40 to 385 Customer Service Associates in record time
- Spearheaded operational transition to expanded workspace while maintaining service continuity
- Developed comprehensive scaling strategies managing recruitment, training, and integration of 345+ new team members
- Established operational excellence standards for the expanded operations ensuring consistent service quality
- Created scalable management structure with 19 Team Managers and 30 Resolution Specialists to support growth
- Implemented cross-departmental collaboration frameworks essential for successful operational expansion and team integration
- Managed seamless transition processes ensuring zero disruption to customer service delivery during expansion
- Successfully managed customer service operations across expanded operations
- Maintained service delivery metrics during rapid scaling phase
- Established sustainable operational processes supporting long-term growth objectives
ASSOCIATE ACCOUNT MANAGER
UGAM PVT LTD
08.2013 - 03.2017
- Progressive leadership role managing $1.2 million annual revenue and 55+ team members across 13 projects
- Fostered robust customer relationships with numerous e-commerce clients
- Led weekly, monthly, and quarterly project reviews ensuring SLA adherence and performance benchmarks
- Managed comprehensive team functions including manpower planning, recruitment, and training
- Implemented quality standards and operational improvements driving customer satisfaction
ASSOCIATE OPERATION ACCOUNT MANAGER
RR DONNELLEY - GLOBAL OUTSOURCING PVT. LTD
07.2006 - 07.2013
- Company Overview: Fortune 500 Company
- Rapid career progression through 7 levels demonstrating consistent excellence and leadership capability
- Led international project transitions including travel to USA for knowledge transfer and implementation
- Managed 180+ CSAs and 7 managers across multiple projects and operational domains
- Spearheaded Quality Management implementation establishing new Quality Team and procedures
- Facilitated transition of 34+ projects ensuring seamless client service continuity
- Served as Training & Development lead and MIS function head
- Conducted Six Sigma and 5S training for leadership teams
- Fortune 500 Company
ASSOCIATE
WIPRO BPO
08.2004 - 07.2006
- Managed technical support operations for Level 3 Communications and AT&T clients
- Served as Single Point of Contact (SPOC) for BS7799 security policy implementation
GOI TRAINEE TRAINER
PSG INDUSTRIAL INSTITUTE
07.2003 - 07.2004
- Conducted training sessions for diploma and BE students on machinery operations and CNC techniques
Education
MBA - Project Management
Bharathiar University
09.2025
Bachelor of Computer Applications (BCA) -
Madurai Kamaraj University
Diploma in Mechanical Engineering (Software) - Honors
PSG Polytechnic College
Diploma in Communicative & Functional English -
Skills
- Site development and expansion
- Multi-location operations management
- Team scaling and development
- Process implementation and standardization
- Cross-site transition leadership
- P&L management
- Operational excellence and quality management
- Strategic planning and execution
- Stakeholder management
Personal Information
- Date of Birth: 08/15/80
- Nationality: Indian
Languages
- English
- Tamil
- Malayalam
Leadership And Engagement Initiatives
- Event Management Leadership: Organize monthly R&R events and annual award functions
- People Engagement Champion: Lead Fun at Work, Sports, and Competition initiatives
- Customer Delight Program: Oversee customer satisfaction programs across locations
- Community Outreach: Deliver guest lectures at colleges and schools in Chennai and Coimbatore
- CSR Leadership: Former Convener for CSR activities and Outreach Committee
Key Achievements And Recognition
- Diamond Award – Best Performer of the Year 2017 (Amazon)
- Energize the Workplace (Value Award) – March 2016 (Ugam)
- Annual Excellence Award – Outstanding Performance 2012 (RRD)
- Certified RRD Process Trainer – 2011
- Best Performer Q2 2011 (RRD)
Timeline
GENERAL MANAGER - OPERATIONS
INFOGNANA SOLUTIONS
10.2019 - Current
SENIOR SERVICE DELIVERY MANAGER
MERIT DATA AND TECHNOLOGY PVT LTD
12.2018 - 10.2019
GROUP MANAGER
AMAZON DEVELOPMENT CENTRE PVT LTD
05.2017 - 11.2018
ASSOCIATE ACCOUNT MANAGER
UGAM PVT LTD
08.2013 - 03.2017
ASSOCIATE OPERATION ACCOUNT MANAGER
RR DONNELLEY - GLOBAL OUTSOURCING PVT. LTD
07.2006 - 07.2013
ASSOCIATE
WIPRO BPO
08.2004 - 07.2006
GOI TRAINEE TRAINER
PSG INDUSTRIAL INSTITUTE
07.2003 - 07.2004
MBA - Project Management
Bharathiar University
Bachelor of Computer Applications (BCA) -
Madurai Kamaraj University
Diploma in Mechanical Engineering (Software) - Honors
PSG Polytechnic College
Diploma in Communicative & Functional English -
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