Abhishek Agarwal

Experience

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  NIIT SmartServe

  Jan 2004 - Nov 2005

  Floor Coach

  •Responsible for a team of 10-15 people, in which I have to barge-in their calls, give feedbacks, and help them to perform well. Also to take verification calls.•Doing floor support for the new hires, providing them required training & feedback on call related issues.•Also acted as a Rover, managing the breaks, collating team data, doing Credit Checks etc.

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  Aptara

  Dec 2005 - Aug 2013

  Project Manager/Customer Service Head (Operations)

  •Primary point of contact for one of major client i.e. McGraw Hill CTB, and looking after complete project/program management for them.•Handled several big & high profile projects for US & UK clients, which includes full service projects as well.•Went to USA, visited high profile customers in New York & Los Angeles, and represented the company.•Responsibility of ensuring that business operations are efficient in terms of using as few resources as needed, and effective in terms of meeting customer requirements. Also to maintain schedule fidelity, quality, controlled project cost of the undergoing projects, excellent client communication, team satisfaction etc.•Was the first point of escalation for the client, working hand in hand with them and understanding their needs and requirements and fulfilling them at their best (Project Management).•Ensured conducive working environment and develop a well-trained and an enthusiastic group with high degree of motivation and work satisfaction. •Co-ordinated with the Human Resource Department in terms of recruitment, promotion, rewards and disciplinary action.•Motivated team by discussing their career paths and problems, which may affect their smooth functioning in a group.•Engaging employees with 3C methodology.•Developed best practices and processes for continuous improvement of process and workflow, such as, effective shift ratio management and optimization of overtime.•Focus on client communication and satisfaction.•Knowing team’s strengths and weaknesses for maximum output and success.•Team of 40, including 3 Project Managers, and 1 Production Manager were reporting directly. Show less

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  Canvera Digital Technologies Pvt Ltd

  Aug 2013 - Feb 2016

  Regional Manager Operations - Design Services North India

  •Looked after the design services of complete North India;•Catered the requirements from various geographically spread branches;•Placed in Gurgaon, and managed a team of 120+ people, which includes Managers, Assistant Managers, Design Leads, Group Leads, Customer Support Executives, Quality team, and designers;•Using people management skills with the ability to delegate and inspire;•Encouraging the team to set high standards of performance and goals.•Responsible for achieving organizations goals, within defined SLA, quality, and cost. Budget planning, P&L margins, hiring, cost, strategic planning are the part of KRA's;•Managing day to day Service delivery, including workload management, prioritization and utilization;•Relentlessly driving to serve the customers consistently by staying one step ahead of the challenges and business needs; Ensuring that outstanding customer service is delivered consistently across the region;•Addressing and handling escalations and come out with solutions. Keeping a watchful eye on CSAT scores;•Building strong Customer Relationship and work on betterment of customer SLAs. Doing Key Account Management(KAM);•Resolving queries, challenges of internal teams, as well as customers/partners on daily basis;•Analyzing data & trends, making decisions, and executing efficiently. Making business operations efficient and effective for maximum output;•Defining workflows(SOPs), identifying improvement areas, ensuring seamless operations etc.;•Identifying training needs, recruitment and retention measures;•Bridging the gap between sales and operations team, and working hand in hand with sales to achieve organizations targets;•Attending high level internal meetings, giving presentations, as well as being the part of sales events to resolve customers queries on the spot;•Meeting the expectations of all stakeholders. Show less

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  Aptara

  Apr 2016 - Apr 2018

  Program Manager

  • Looked after the program/project management for UK, and Australia based clients.• 4 Project Managers were reporting directly.• Used Risk, Cost, Time, Quality, Procurement, Stakeholders, and Communications Management skills.• Planned and designed the program and proactively monitored its progress, resolved issues and initiated appropriate corrective actions.• Defining the program's governance arrangements.• Ensuring that the delivery of new products/services are up to the appropriate level of quality, time and budget, in accordance with the program plan and program governance arrangements.• Managing third party contributions to the program.• Managing communications with all stakeholders.• Managing both the dependencies and the interfaces between projects. Show less

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  Cognizant

  Apr 2018 - Aug 2019

  Team Manager

  • Defining the program's governance arrangements. • Responsibility of setting up Project Management team for one of the prestigious clients.• Ensuring that the delivery of new products/services are up to the appropriate level of quality, time and budget, in accordance with the program plan and program governance arrangements.• Helping in transitioning of projects from other vendors, and defining them to internal production teams.• Managing third party contributions, and doing governance for the same.• Acting as a bridge between client and operations to understand requirements etc.• Worked for digital, and e-learning products. • Managing communications with all stakeholders.• Being the part of pilot team, helping management in setting up new processes, workflows etc. using scrum methodologies.• Helping in data analysis, preparing reports, decks etc., and involved in strategic planning with higher management.• Got the best rating i.e. EA (Exceeds All) for year 2018. Show less

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  QX Global Group

  Aug 2019 - now

  QX Limited is a business process outsourcing company providing finance, accounts, recruitment, payroll, IT software and corporate advisory services. Our corporate home is in Skipton, North Yorkshire with American offices in New Jersey, and four Indian subsidiary offices in Ahmedabad, Vadodara, Mumbai, and Noida.The subsidiary offices meet ISO standards for security (27001) and quality (9001) management systems, and are GDPR compliant via the BS 10012:2017 framework.Under the QX brand, 2000+ professionals collaborate through different divisions to help its English and American clients become more efficient and achieve their business goals. Our aim is to innovate our clients’ back-office departments and give their senior staff time to deliver higher-value services.Working as Centre Head/AVP - Business Operations for Noida center, and playing an important role in the center as well as QX's growth. Joined Noida center in August 2019 when it was only 36 people, and seen it growing to 240 people as in December21, and not looking back, very soon it will be 500+ QXites. Responsible for the growth and well being of the center from every prospective. Show less

  • Vice President - Business Operations

    Feb 2023 - now

  • AVP Business Operations/Centre Head

    Aug 2019 - Feb 2023