Wilson Mathew
Sr Manager
Bangalore
Summary
A motivated and adaptable individual who thrives in challenging environments, prioritizes tasks effectively, and quickly learns new concepts to enhance organizational efficiency.
Overview
29
29
years of professional experience
5
5
Languages
Work History
Senior Manager
ABI-Health Diagnostics Private Limited
09.2024 - Current
- Company Overview: Formerly Attune Technologies Private Limited
- Managing a team of six developers responsible for creating independent automation BOTs.
- Analyze manual process flows and provide strategic guidance to development staff.
- Oversee final testing, recommend optimizations, and resolve technical issues prior to deployment.
- Co-ordinate with Operations teams to troubleshoot and remediate live BOT issues.
Manager - CRM
Remedinet Technologies Pvt. Ltd.
Bangalore
04.2013 - 09.2024
- Handling a team of 56 employees with 1 Asst. Manager and 2 Team Leads
- Reporting to AVP Operations on day-to-day basis.
- Prepare daily / monthly reports.
- Ensuring 100% Attendance of the team.
- Feedback to the team based on their performance.
- Introducing and contributing with creative policies for the betterment of the floor.
- Rapport and Bonding with the team.
- Appreciations, R & R (Reward and Recognition) conducted on weekly basis.
- Action plan for Bottom Quartiles Improvement on Monthly Basis.
- Team Meets and Performance reviews on weekly basis.
- Ensuring 100% compliance with interdepartmental co-ordination.
- Ownerships and Initiatives to streamline Floor.
- Ensuring the SLAs are met on day-to-day basis.
- Attending the call Calibrations with QA team.
Team Leader
Air Deccan / Kingfisher Airlines
Bangalore
12.2004 - 10.2010
- Reporting to the AM-Ops on day to Day Basis.
- Ensuring 100% Attendance of the team.
- Feedback to the team based on statistical data sent by WFM.
- Attrition Control Strategies.
- Introducing and contributing with creative policies for the betterment of the floor.
- Conducting the team Outings.
- Rapport and Bonding with the team.
- Appreciations, R & R (Reward and Recognition) to be conducted on weekly basis.
- Action plan for Bottom Quartiles Improvement on Monthly Basis.
- Team Meets and Performance reviews on weekly basis.
- Ensuring 100% compliance with interdepartmental co-ordination.
- Ownerships and Initiatives to streamline Floor.
- Ensuring the SLAs are met on day-to-day basis.
- Attending the call Calibrations with QA team.
- Leading a Team of 10 Quality Analysts.
- Preparing daily / weekly / monthly quality reports and Training Need Analysis for Bottom Quartile & the floor.
- Conducting refresher training for Quality Analysts and GSAs along with their Team Leaders.
- Having weekly meetings with Team Members regarding new Quality implementations.
- Barging the calls and giving constructive feedback with respect to the Quality parameters.
- Maintaining track of Quality Reports of Team Members and GSAs.
- Conducting confirmation appraisals.
- Being a part of the training Program to the New Recruits.
- Conduct Training on Quality Parameters to the New Recruits.
- Conducting Refresher Training for existing agents.
- Achievements:
- Played a major role in the transition process from IGT to RADIXX Reservation system.
- Played a major role in the RADIXX training program for Post Office staff in Karnataka and Tamil Nadu.
- Was a RADIXX trainer for Kingfisher Airline’s staff, at the time of Deccan - Kingfisher merger.
- Played a major role in the transition process from RADIXX to SABRE Reservation system.
- Played a major role in introduction and configuration of Cyber Source (Fraud Analysis and Detection System)
- Played a major role in the King Club migration process from Pune (UBICS) to Bangalore center.
Production Supervisor
KAYEM Electronic Technologies
Bangalore
11.2002 - 12.2004
- Supervise the production activities of Electronic PCB assemblies.
- Maintaining interpersonal relationships with colleagues and seniors.
- Administration and Supervision include supervision & teaching of junior staff and students as a group.
Technician
VXL Instruments Ltd.
Bangalore
08.1996 - 10.2002
- Manufacture and export distribution of computer peripherals, windows terminals, thin client for legacy PCs, and general-purpose terminals, networking products, office automation products, ISP solutions and application software.
- Achievements:
- Trained on ISO 9001 and ISO 9002
- Trained on First Aid & Fire Fighting.
Education
Graduate Diploma in Business Management -
Indian Institute of Management and Engineering
05.2004
Diploma in Computer Hardware & Networking - undefined
Lorven Infoway Pvt. Ltd.
03.2003
Electronics and Communications - undefined
National Council for Vocational Training, NCVT, Govt. of India
06.1996
Pre Degree Course - undefined
Mahatma Gandhi University
09.1993
Skills
Strategic planning
Talent development
Operations management
Resource allocation
References
Can be provided on demand.
Disclaimer
Father’s Name: Late Mr. Mathew Date of Birth: 1974-05-25 Permanent Address: Flat No. B25, ITTINA Sarva-2 Appartments, 4th Main, 3rd Cross, Begur Road, Hongasandra, Bommanahalli, Bangalore - 560114. Marital Status: Married Religion: Christian (Roman Catholic) Passport Number: W6365172 Issue date: 2022-10-14 Valid Till: 2032-10-13 Place of Issue: Bangalore
Timeline
Senior Manager
ABI-Health Diagnostics Private Limited
09.2024 - Current
Manager - CRM
Remedinet Technologies Pvt. Ltd.
04.2013 - 09.2024
Team Leader
Air Deccan / Kingfisher Airlines
12.2004 - 10.2010
Production Supervisor
KAYEM Electronic Technologies
11.2002 - 12.2004
Technician
VXL Instruments Ltd.
08.1996 - 10.2002
Diploma in Computer Hardware & Networking - undefined
Lorven Infoway Pvt. Ltd.
Electronics and Communications - undefined
National Council for Vocational Training, NCVT, Govt. of India
Pre Degree Course - undefined
Mahatma Gandhi University
Graduate Diploma in Business Management -
Indian Institute of Management and Engineering