Amit Mathur

Twenty-Seven years of rich experience working in diverse & multicultural businesses. In-depth management experience and sound understanding of the dynamics and varied aspects of call centers, customer support and customer service. Strategically driven & highly focused in getting things done. Proven skills in delivering results. Strong motivational & leadership skills. Channel rich communication skills, meticulous in approach, energetic and strong sense of commitment.

Vice President & COO at Apex (2010-06 – Present)

• Total responsibility for heading India facility for execution and high level of delivery on all projects.
• Attain EBIDTA and drive PnL Governance, Reduce Cost of Infrastructure, both OPEX and CAPEX.
• Experience in managing P&L portfolio and business integration/transitions for multi-locations by analyzing financial trends and balancing operations costs
• Manage overall transition program performance across defined Transition Methodology
• Plan, develop, and implement strategies for generating resources and/or revenues for the company.
• Identify acquisition and merger opportunities and direct implementation activities.
• To build a organization through development, implementation, monitoring and review of sales and marketing strategy that maximizes customer experience as well as net profit by driving service and sales.Build motivated and high performing sales teams through high impact, transformative and effective leadership practices
• Develop and execute sales strategies to acquire new customers, generate and increase revenue to ensure that financial and operational objectives are achieved
• Setting up Center of Service Excellence functions, Managing On/Offshore infrastructure technology support services, focusing on improving service, increasing efficiency and reducing costs.
• Expertise in Project & Change Management Operations, People Management, Client engagement and Top Management Stakeholders management.
• Participating in high level operational initiatives, including process reengineering & improvements, turnaround management, and reorganization -- through continuous improvement and questioning of status quo
• Participate in pre-sales efforts including: technical sales presentations, architecture design discussions, proof-of-concept engagements, RFP/RFI responses and solution walkthrough.
• Role includes involvement in strategy formulation, research & advisory, due-diligence, bid support, market entry strategy, global sourcing & partnering opportunity feasibility studies, financial plans amongst others.
• Lead cross functional teams and advisors for detailed due-diligence (technical, legal, financial), quantitative risk assessment, financial modelling, valuation, structuring, negotiations and documentation.
• Revenues & Profitability
• Budget planning, review, compliance.
• Responsible for developing appropriate processes and road map including technology, hiring plans, training requirements, and staffing Identifies functional linkages across the organization for inter departmental collaboration.
• Drives teams to maximize performance while maintaining high standards of quality & ensure the organization meets Service Level Agreements / Performance Guarantee goals.
• Responsible for overall operations of support functions - IT, HR, Training, Operations, Quality, Finance, Sales & Marketing, Business Development, Organization Development, Engineering & Business support.

Service Delivery Leader Operations at Wipro BPO (2007-02 – 2010-06)

• Held General Management, Site/functional/Business Leadership roles at National/Global level including scaling/managing operations,(P&Lof $58 MM), leading and setting up functions(like quality/ lean six sigma, training etc) from scratch
• Have written a blue book on customer service, Tech Support on Operations & Business requirements.
• Worked in setting up Technical and healthcare Process in Kolkata and has set up PSG Process and Snapfish Process in Hyderabad and Belapur within Wipro.
• Provide functional support and direction to the Managers and Supervisors for both Customer Service and Technical Helpdesk Process.
• Demonstrated multi functional and end to end expertise in BPO sector - Outsourcing program management & strategy, Operations management, Business transformation & lean six sigma/ quality, migration/Solutioning, training and vendor management.
• Develops budgets, staffing plans and cost targets to meet financial objectives of Call Center Operations. Sets operational goals and monitors performance objectives in line with forecasted budget.
• Front-end with the client on all process related issues including negotiation on SLAs
• Review key MIS, identify areas of non-compliance & evaluate options to address the same.
• Ensure adequate staffing based on process requirement, attrition trends, process complexity etc for Voice / Non-Voice, E-mail & Chat.
• Accountable for all support functions P&L,client relationship and delivery, Human Resource, Sales and Marketing, Business Development, Training, Transitions, F&A, IT & BPO Operations,Quality.
• Provides leadership, coaching and development of call center supervisors and managers. Works in conjunction with Human Resources and Training to develop strategic plans for management and supervisor development.

Area Manager, Customer Service / Tech Support at Dell International Services (2003-11 – 2007-02)

• Manage a diverse team of analysts, developers, quality assurance and support employees to deliver timely and accurate reporting.
• Provide guidance, direction, and training to employees to effectively resolve process issues according to established guidelines, procedures, and policies.
• Represent customer care in various meetings outside of the department and prepare special reports, projects, and presentations to keep management abreast of customer care performance
• Execute customer care improvement strategy by implementing, analyzing, and monitoring various metrics, customer satisfaction and employee satisfaction
• Ensure that customer focus is maintained by meeting production targets through timeliness and quality compliance.
• Ensure first-time resolution of customer queries, mentor and coach the agents; implement the Reward & Recognition Program.
• Monitor quality and productivity on a regular basis and suggest improvements to improve quality and reduce costs.
• Oversee all compliance and process issues; implement and transition new processes.
• Serve as the key person in the recruitment process, in arresting attrition and keeping up the morale of the team, guiding and coaching whenever required.
• Align contact center strategy with the business strategy, schedule adherence, forecasting and scheduling, MIS, attrition control.

Associate Manager, Customer Support (SAP) at Accenture India Delivery Center (2002-08 – 2003-11)

• R/3,BW and APO monitoring and escalation
• Tivoli/Mastero monitoring
• Unix/Reflection monitoring
• End of day report (EOD)
• Move to Production (Downtime and Quiet time)
• Escalation (Monitoring, BASIS, SAP, EDI, etc)
• Manages team including performance management and coaching.
• Resolves and direct technical and customer satisfaction issues to ensure a quality support environment and to obtain maximum customer based satisfaction.
• Develops plans and objectives and participates in cross-functional projects to improve operational performance for the organization.
• Works with management to develop and implement strategic plans, initiatives, and direction.
• Develops individual goals and objectives for direct reports.
• Monitored schedule adherence of the associates and advise the leadership team of issues negatively impacting service levels.

Team Leader, Call Centre at Idea Cellular Limited (1997-04 – 2002-08)

• Devised and implemented the Customer Care intranet for knowledge sharing
• Provided quality customer service; ensured total customer satisfaction by developing customized solutions to deal with various complaints and queries.
• Responsible for making shift schedules for entire portfolio
• Developed need-based training programs to enhance customer handling skills and ensuring total customer satisfaction
• Provided reports on the postpaid & pre-paid customer base based on daily acquisitions and churns.
• Ensuring total customer satisfaction through adherence to service quality norms and resolving customer complaints and settlement of claims.
• Identifying training needs and organizing training courses on customer handling skills to develop efficient front & back office support team.
• Designed and Implemented Customer Feedback analysis and monitoring system
• Online call monitoring and evaluation based on service standards.
• Provide on-line support to handle complex & escalated issues for effective resolution.
• Assist the manager bench mark services, do staff appraisal, propose new customer care procedures.

Post Graduate Diploma In Human Resource Development (PGD-HRD) in Personnel Management & Marketing – National Institute of HRD, Chennai (2002)

Graduation – Bachelor of Commerce – Shadan Degree College, Hyderabad (1995)

Post Graduate Diploma In Computer Applications (1995)