Nestor Coutinho

Detail-orientated and adept at making critical decisions, managing deadlines, and meeting client expectations. With expertise in analysis and quantitative problem-solving skills, dedicated to company growth and improvements.

• Lean Six Sigma Green Belt Certification, TCS Limited, 07/2017
• Prince2 Certification: Foundation & Practitioner, Axelos, 09/2015
• Italian Language Certification, Mumbai University, 2015

• Transitioned from a 6-day to a 5-day workweek, implementing 24/7 operations.
• Implemented capacity management fee for non-peak months.
• Automated the download of Dropbox and WeTransfer files.
• Transitioned the team to worklist tracking in ERP.

• Transitioned from a 6-day to a 5-day workweek, implementing 24/7 operations to manage orders over weekends resulting in 7% incremental team utilization.
• Implemented capacity management fee for non-peak months into MSA to maintain a minimum profitability of 40% throughout the year.
• Automated the download of Dropbox and WeTransfer files and the upload to client FTP to reduce manual efforts by 2 FTE and improve order placement and fulfillment accuracy.
• Transitioned the team to worklist tracking in ERP for order processing, eliminating the use of Excel sheets and saving support staff time by 0.2 FTE in consolidating daily production.
• Implemented various quality measures, including audits, PIP, shadow sessions, checklists, QC calibration, and ZTP to maintain high-quality standards of 99.75% error-free rate.
• Developed work packages in OES for vendor allocation, establishing a centralized folder structure that facilitated allocation to remote staff, resulting in the saving of 3 FTE.
• Reduced video services TAT from 5 to 3 days by identifying waste in processing time and outlining a definite workflow to follow by the editor.
• Reduced AHT resulting in reduced pricing of multiple services by identifying AI options to be used within workflows increasing total volume inflow by 18%.
• Expanded service offerings by introducing 6 new services-Drop Shadow & Reflection, Boudoir, Basic Retouch, Professional Headshots, Culling only, and AI plus CC-leading to an increase in revenue
• Responded to client demands for quicker TAT by revamping the order allocation process, ensuring delivery within a 2-day TAT by setting individual TATs for each process step
• Created documentation, SOP, and training manuals for new and existing workflows for a detailed walk-through on system and processes
• Setup voice and chat process and integrated Freshdesk with internal CRM
• Through the CMS built-in Logic checks to filter out incorrect data updated and prompt corrections.
• Designed an MIS system with the help of the Dev team which provided real-time data to review productivity, efficiency, attendance, and internal quality
• Improved efficiency in data updation through a Lean Six Sigma improvement project showing a reduction of 1.5 FTE
• Designed CRM for support staff to improve calling efficiency and automated error checks in the CMS to improve accuracy
• Identified new sources of data to gather relevant information from the Prospectus and Term sheet of Bonds.

• Proficient with Bloomberg Terminal, Salesforce, Zoho Projects, Jira Project Management Tool, FreshDesk and Microsoft Office
• Fluent in Italian, English, Hindi and Marathi
• Accolades – Exceptional performance 2022 (Proimage Experts), Best Event Manager 2014 (CMC Ltd), Best Performer 2013 (CMC ltd), Bright Idea Award 2013 (CMC Ltd)
• Hobbies – Singer/Songwriter, Grey Area band, President to local community center (Marinagar Sports Club)