Aamith Menon

Experience

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  Cambata Aviation Pvt Ltd

  Oct 1997 - Apr 1998

  Asst. Supervisor-Traffic

  Cambata Aviation was one of the leaders in the licensed private “Ground Handling” (GHA) service provider space in India providing ground aviation services for major airlines across major airports of India. Was handling daily flight operations for Scandinavian Airlines through flight control tasks of Reservations, Passenger Check-in, Handling Service Irregularities and Claim Settlements.

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  R.D.M. India Pvt Ltd

  May 1998 - Jan 2001

  Customer Care Executive

  A Bird Travel Group company, RDM is responsible for handling the outsourced back office operations of Lufthansa German Airlines. Being part of Miles & More, the Loyalty and Frequent Flyer programme of the airlines gave an opportunity to learn the Airline loyalty business by working through all sub process of Miles & More like enrollment, miles credit, partner credit and quality. Started as an agentand rose to the Quality TL level.

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  United Airlines

  Feb 2001 - Sept 2001

  Customer Service Agent

  Working as a Customer service agent with one the world’s biggest airlines meant directly dealing with the customers for daily flight operations through flight control tasks of Reservations, Passenger Check-in, Handling Service Irregularities and Claim Settlements.

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  GlobeGround India

  Jan 2002 - Mar 2002

  Passenger Services Agent

  A joint venture between Lufthansa Airlines and Bird Travel Group, GlobeGround is one of the leaders in the licensed private “Ground Handling” (GHA) service provider space in India providing ground aviation services for major airlines across major airports of India. As a PSA ensured smooth running of daily flight operations for Lufthansa Airlines.

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  Minerva Telelink Ltd

  Apr 2002 - Sept 2002

  Team Leader-Operations

  Minerva Telelink promoted by the Bhartia Group was a pioneer of the international call center wave in India with 400 seats specialising in Outbound/Inbound campaigns across different industry verticals. Was responsible for driving US Telecom Sales and Mortgage campaigns across US and UK with a span size control of over 60+ employees.

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  AGNI E-SOLUTIONS PVT LTD

  Oct 2002 - Mar 2007

  Head of Operations & Call Center

  Promoted by a tech savvy and new age entrepreneur, Agni e-Solutions Pvt Ltd was a privately owned start-up ITES Company involved in both international and domestic call center businesses. During the time spent here with a maximum span of control ranging over 200 employees +, took care of the call centre operations for both domestic and international businesses involving various sub processes of outbound sales, lead generation, inbound operations, cross selling programmes, reminder calls etc.Key Contributions- Surpassed and bettered every target and KPI year on year to rise to the Head of Operations levelfrom an Asst Manager.- Designed and developed operational flows for various domestic and international processes.- Instrumental in conceptualising and building the telecom and technological infrastructure for thedomestic call center.- Reduced the outsourced seats costs by 50% for running of the company’s international campaigns by renegotiating pricing with the vendor. Show less

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  Justdial

  Apr 2007 - Jun 2009

  Regional Head Operations & Call Center

  Just Dial is India’s No. 1 information / local search service with presence over the phone, internet and wireless media’s. Handled the inbound call centre operations of Delhi, Hyderabad, Kolkatta and Pune with a span of control ranging over 700 employees + including a team of multiple direct reportees and first line managers. Was responsible for ensuring that Key Performance Indicators (KPI's) are met and exceeded.Key Contributions- Instrumental in increasing overall incoming call flow across various cities by 233% through tweaking and improving the Key Performance Indicators (KPI's) like productivity levels, control abandon %, SPH, LPH, Net Connects to Floor Sales Ratio and agent Login Hours.- Increased productivity by 135% of calls handled per agent per hour by implementing a self designed quality and productivity enhancement programme.- Reduced manpower wastage by 40% by streamlining interview, training and retention polices. Show less

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  Majestic IT Services Ltd (Hero Group Company) – ZatSe 68006800

  Oct 2009 - Dec 2011

  Head - Service

  Majestic IT Services Limited a wholly owned subsidiary of Majestic arm of the HERO Group ofCompanies was incepted in the year 2009 to launch ZatSe, its flagship brand. ZatSe was a leading online & voice support platform which through the medium of local search and digital marketing using a easy to recall phone number 6800-6800 and online presence through www.zatse.in offered users, both callers as well as businesses a multi-dimensional medium to get information quickly and enhance visibility and outreach. Was Instrumental as part of the core team to get this Greenfield project into the market within the defined delivery time. Instrumental in setting up the key components of business operations including inbound call center, service delivery for callers as well as listed businesses, database framework, CRM/Technology creation and Training. As a core team member, was also actively involved in decision making & implementation across all other Business Verticals like Project Management, Sales, Marketing and Database Management.Key Contributions- Conceptualised and developed the Customer Service and Delivery Verticals including call centeroperations, database framework, CRM systems and touch points for listed businesses.- Instrumental in designing the process flows by which the partner facility for call center operationswas identified and developed.- Identified revenue opportunities across customer segments by analysing and implementing crossselling operational flows leading to enhanced user experience. Show less

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  The Design Factory

  Feb 2012 - May 2013

  Head Service

  The Design Factory is an Online Fashion & Luxury Retailer which sources innovative and unique products from around the world. From fashion products to lifestyle products, to household items to kid’s products, to home decor items to artificial jewellery, to gift items to handbags, the endeavour is to provide customers a memorable online shopping experience. Responsible for collaborating with cross-functional partners to manage all aspects of the eCommerce business including business planning, content strategy and development, customer service and web technologies. As a core team member, was also actively involved in decision making & implementation across all other Business Verticals like Project Management, Sourcing and Marketing.Key Contributions- Increased revenue opportunities by 250% across various customer segments by refining userexperience through a enhanced discovery, purchase and service delivery lifecycle.- Designed and developed customer acquisition, retention and inventory management systems byguiding and providing thought assistance to the tech team.- Decreased vendor acquisition costs by over 50% through analysis and improving the acquisitionchannels and marketing spend. Show less

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  Getit Infomedia - Askme Group

  Jun 2013 - Dec 2016

  Head Content & Online Fulfillment

  Askme was one of India’s leading multi-product and multi-platform group which through its group companies of Askme.com, Askmebazaar.com, Askmegrocery.com, Askmefurniture.com and Findit Malaysia connected small & medium enterprises to relevant consumers through eCommerce, information products and services. Backed by the Malaysian Astro PLC group and with a Pan India presence, the group offered services across hyperlocal and national eCommerce channels, online grocery, online furniture, print, voice, online and mobile platforms. Scope included handling multiple SBU's in India and Malaysia as :Head - Content for Askmebazaar.com, the eCommerce marketplace vertical of the Askme Group.Head - Online Fulfillment & Delivery for Askme.com, the local search and online SME enabler vertical of the Askme Group.Head - Online Fulfillment & Delivery for Findit Malaysia, the local search and online SME enabler vertical of the International Operations for the Askme GroupKey Contributions- Accelerated content depth and count by 3400% across various business categories. Demonstrated expertise in setting up content business units, using a combination of in-house and outsourced services, to reach the current data count of 7 Million within just a year and a half. - Slashed outsourced services costs by 80% for various internal processes by negotiating pricing and streamlining workflows while acquiring and on boarding vendors.- Reduced by 71% the turnaround time of content creation and website delivery by refining the effectiveness of operating procedures using process improvements techniques to ensure that business priorities are met within the delivery framework. Show less

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  Lifesight

  Feb 2018 - May 2021

  Head of Global Customer Experience and Operations

  Lifesight is a leading customer intelligence platform that helps brands, digital agencies and enterprises leverage identity resolution and data enrichment to power their customer data strategies. Lifesight’s industry-leading AI based solutions enables the transformation of customer data into actionable insights that help drive business decisions, optimize marketing spend, and improve customer experiences. Is headquartered in Singapore with footprints across 30+ countries globally. Spearheaded worldwide initiatives for Global Customer Experience and Delivery Operations, Location/POI Mapping, and Digital Ad Operations, covering all geographies, digital agencies, brands, and enterprise clients. Demonstratedexceptional leadership skills in driving cross-functional teams, implementing best practices, and leveraging industry insights to achieve business objectives and enhance customer adoption, retention, and growth across all SaaS, PaaS,and DaaS product offerings. Show less

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  Liqvid

  Jan 2022 - Nov 2022

  Vice President Operations

  While successfully managing the complete P&L and ensuring operational profitability for the organization, led and managed nationwide and global eLearning and EdTech operations for Liqvid, overseeing all aspects of Customer Experience, Key Account Management, Client Delivery, Project Management, Human Resources, Marketing,Administration, Vendor Management, and Finance Support.

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  CX & Digital Transformation

  Dec 2022 - Jun 2023

  Consultant

  Proficient in aiding organizations in crafting and implementing customer experience plans that align with corporate goals and amplify customer contentment. Experienced in orchestrating digital transformation ventures that utilize cutting-edge technologies and streamline operational effectiveness.

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  RedBeryl Lifestyle Services

  Jul 2023 - now

  Chief Transformation Officer & Vice President - Acquisition & Servicing - North

  Helping Build a Ultra Luxury Lifestyle Experience Services org - a bespoke company that focuses on providing premium experiences to the HNI’s and Ultra HNI’s. The services cover a spectrum of options that are made available to these discerning customers - high-end luxury transportation; sports and entertainment events in India and overseas; experiential travel to any part of the world; world-class concierge services with access to clubs and spas in India and abroad and with a presence in 40 countries and give you the ability to immerse yourself in captivating encounters with the titans of art and entertainment, where curated engagements grant you unprecedented access to exclusive concerts and intimate rendezvous with the creative geniuses who shape our cultural landscape; membership to leading hotel and culinary tier programs; best fine dining options and deals at leading restaurants in India - all these thru the channel of choice of the customer- be it a dedicated Relationship Managers or a mobile app or a microsite - all available 24/7 Show less