Amit Kothari

Experience

• 

  Sutherland Global Services

  Oct 2006 - Feb 2009

  Subject Matter Expert

  • Started as a Tech Support Executive (Voice) for an Internet Service Provider (US)• The role predominantly was to troubleshoot “no internet” or “slow internet” issues for end users• Handled 25-45 on a daily basis from customers across the US• Recommended changes to the overall Knowledge Base based on self-learning whilst troubleshooting/resolving issues for the customers• Promoted to a Subject Matter Expert to handle a team of 20 tech support executives for the email and chat support function• Personal KPI's comprised of Efficiency, CSAT score, Shrinkage and Attrition• Responsible for the overall team's performance and CSAT score• Create Shift end reports on overall performance which were shared with the client and respective stakeholders• Worked on improving the team's performance and facilitating critical communication/process updates amongst the members of team Show less

• 

  Voice Telecom

  Jun 2009 - Jan 2011

  Manager of Operations

  • Managed Corporate and Individual Sales for Bharti Airtel for a registered DSA• Started with a team of 10 tele callers and expanded to a span of 70 employees, which comprised of 50 tele callers, along with a group of Team Leaders, Back Office and Front Office executives • Performed frequent performance evaluations and encouraged team for better and consistent performance• Creation and regular updating of training materials based on process updates• SOP's created for handling of Confidential "KYC" documents for end users• Responsible for end-user satisfaction• Handled grievance cell by tackling customer and client escalations• Liaising with the client regularly thereby building relationship, and working on opportunities for business development• Planned multiple events to continue to keep the team retained and engaged including off-site campaigns Show less

• 

  Serco

  Feb 2011 - Jun 2012

  Team Coach

  • Handled a team of 20 team members managing a ticket cancellation/refund process a Train Operating Company (UK)• Day to day operations included performing quality audits on refunds processed• Collaborating with on-site peers and keeping the team updated on critical process changes• Conducted annual performance reviews for the team members • Travelled to Plymouth & Manchester to transition an additional service line for the BU• Created Project Charters and Training Manuals onsite with experts• Responsible for overall team's performance and accuracy Show less

• 

  Capita

  Jun 2012 - Jan 2014

  Business Process Lead

  • Managed a team of 30 FTE's supporting post sales support for an E-Commerce client (UK)• Streamlines and improvised operations and processes starting from brainstorming to implementation• Administered the entire functioning including customer satisfaction, training and development of the team• Responsible for the C-Sat scores and overall turn around time• Engaged with clients on a monthly and quarterly basis to review overall SLA and team performance• First POC for all escalation/complaints• Lead and facilitated the Rewards and Recognition program Show less

• 

  Arpeo Solutions

  Jan 2014 - Jan 2015

  Business Process Manager

  Performance and SLA Management• Managed a team of 120+ team members supporting clients across the Recruitment Process Outsourcing (R.P.O) industry • Service offerings included Lead Generation, CV Searching and Formatting, Database Management and Linkedin support • Cross selling of services including pricing and contract negotiations• Managed accounts for multiple clients and created strategies based on the changes in the market• Defined SLA's for clients and conducted reviews on a monthly, quarterly and annual basisPeople Management• Formulated a flawless KPI/KRA mechanism to gauge performance across all levels• Manpower and Project Planning• Successfully recruited professional staff to work on specific projects / tasks• Ownership of the team, mentoring and training of individuals and creation of their career paths• Facilitated open communication with the team to keep them adequately informed of company news which affects them• Managed the MIS and Quality Management teams to ensure departmental regulatory compliance and to ensure all relevant process changes are made in line with campaign and business requirements Show less

• 

  Integreon

  Mar 2015 - now

  Account and SLA Management• Leading the Presentation Graphics Division for Integreon• Providing services to global clients which include Investment Banks, Legal, Consulting and Private Equity Firms• Cross culture experience in managing delivery teams based out of India (Mumbai and Noida), Philippines (Manila), US (Fargo and Charlotte)• Maintaining Client Relationships, Service Delivery, Business Strategy, Employee Engagement, Complex Projects, Business Improvement Initiatives, Customer Experience and Performance Management• Yearly Contract Negotiations and Closing• Improve profitability of the overall operations through effective pricing negotiations and by reviewing cost structures• Scaling up Operations by identifying new opportunities to develop new or more efficient processes• Building work environment in line with the industry, defining and strengthening employee engagement• Built strong stakeholder relationships and engagement through an intense customer governance model across team levels• Oversee and sign-off on creation of process SOPs• Restructuring and strengthening KPIs aligned to SLAs to achieve business goalsClient and Stakeholder Management• Partnering and developing strategic, trusted relationships with senior leaders and business line executives for smooth stakeholder management• Managing client visits to showcase capabilities and models, walkthrough of the services, and audit• Client engagement in Operational Initiatives, End User Experience and Client changing needs and requirements• Restructuring QBR and ABR reports for client and leadership. Presenting of Weekly, Quarterly and Yearly Business Reviews Show less People and Performance Management• Leading, motivating, coaching, developing and mentoring Managers, Shift Managers, Team Leaders, and team members for meeting KPIs and SLAs• Conducting strategy and planning exercises to ensure an enhanced level of operational efficiency• Designing and driving reward programs, and employee engagement initiatives• Encouraging open communication and meaningful conversation to boost innovation and team involvement• Proactive capacity planning and resource alignment, and allocation to meet the business demand• Collaborating with internal and external developers to create/ improvise applications to enhance the overall efficiency• Driving the mechanism to capture feedback and user experience as proactive measures to meet the quality expectationsFeedback Resolution and End User Satisfaction• Creating model and customizing process flow to support high-value client• Promote user focus by collaborating with the client and the team• Resolving users' complaints and concerns with solutions and follow up. Taking over escalations for resolving critical issues; analyzing escalation cases for avoiding complaints in future. Regular interactions with clients to ensure that areas of concern can be worked upon for improved service levels• Building sustainable relationships and engaging customers by taking the extra mile, ability to multi-task, set priorities and manage time effectively Show less

  • Vice President

    Feb 2022 - now

  • Director Of Operations

    Mar 2020 - Feb 2022

  • Senior Operations Manager

    Aug 2016 - Mar 2020

  • Operations Manager

    Mar 2015 - Aug 2016