S. Christopher Collins

Experience

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  Wipro BPO

  Apr 2003 - Feb 2012

  Group Leader + Various

  Lead US/UK/Australia based inbound (voice, email & chat) + outbound (voice) process (technical support, retention, upselling & outbound tele sales. Lead 25+ resources and achieve KPIs i.e. SLA, AHT, CSAT, FCR, Quality management, Retention Target, SPH, etc. Identify and initiate projects which are critical to quality and performance metrics by Continuous Improvement, Six Sigma & Lean projects and add value to the business.

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  Quatrro

  Feb 2012 - Sept 2013

  Assistant Manager

  Lead US based inbound/outbound process (voice, email & chat) for technical support function including sales, upselling, retention. Managing day to day operations with 2 team leads and 40+ resources for achieving agreed SLA, Quality, CSAT & KPI(s) including revenue generations.

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  HCL Technologies

  Oct 2013 - Jul 2014

  Assistant Manager (CCM)

  Lead UK based inbound telecom process (voice) for customer service and technical support. Manage a span of 4 team leads and 60+ associates and achieve KPIs (CSAT, FTR, SLA, AHT & Quality).

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  Gateway Informatics

  Jan 2015 - Oct 2015

  Operations Manager

  Gateway Informatics is an international master BPO. We have multiple international outbound, inbound projects including (collection, ecommerce, insurance, credit card, consumer goods (B2C and B2B), Lead generation). We give these business to international call centres across the world post conducting due diligence. In addition we also manage and micro manage their performance and handle service delivery.Job Description & Accountabilities: Managed five international process including (insurance, Lead generation (B2C and B2B)); seven call centres (captive and third party) and 250+ employees spread across Asia, Africa & South America. As manager of this start-up venture, I was responsible for setting up of this master BPO and manage the transitioning to BAU. Responsibilities included:>Handled Managers (Process Manager, Training Manager and Quality Manager). Furthermore my DR’s managed day to day operations of the call centres comprising of approximately 250+ resources.>Business development- Lead calls/meetings wrt acquiring new clients, call centres and BOT investors (HNI’s or companies who potentially can invest to open a new call centre in any part of the world under BOT model). >Conduct thorough due diligence for both call centres and projects available with the clients.>Service delivery and ensure smooth functioning of call centres.>Achieving revenue target for all associated call centres (Captive and third party). Maintain P&L. Show less

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  NIIT Ltd

  Nov 2015 - now

  Senior Project Manager Operations

  Managing delivery of training administration services/helpdesk support. Currently managing 3 accounts. Region covered: Global.Build relationship with stakeholders through regular connect. Understand and cater to their needs. Analyze VOC and provide long term solution for improved customer satisfaction.Coordinate with clients and vendors for demand planning. Create business opportunities and revenue.Act as a consultant to help key stakeholders in taking business decisions.Create kaizen culture environment and lead resources from 3 accounts who assist customers through emails, chats and voice support and play the role of an domain expert to the team who work on Learning Management Systems (LMS) i.e. Cornerstone OnDemand (CSOD), SuccessFactors, Degreed and work on CRM systems i.e. Salesforce, ServiceNow.Build, maintain, and optimize team capabilities and processes.Guarantees services delivery and support and achieve target metrics like Revenue, SLA, CSAT, Quality, FTR, Productivity, Attrition. Played principal role to transition entire project and redesigned the approach for better efficiency and effectiveness.Implement automation in projects to cut costs, increased efficiency and reduce errors.Projects - (Notable projects taken on behalf of the customer in the past stated below):Smart Web forms: Start Feb 2020| End Aug 2020. Design and build from scratch over 30 smart e-web forms for the customers to use and submit their different requests.Improving Global Reporting Capabilities: Start Aug 2017| End Feb 2018. Redefining reporting requirements, structures and delivery to make it more informative, user friendly and effective for all Global and Local Leads. Show less