Highlights:

Skills:

Vice President & COO 06/2010 - current
APEX, Bangalore, Karnataka India
Industry: Outsourcing
General Management
? Total responsibility for heading India facility for execution and high level of delivery on all projects, Performs and oversees business development relationships and sales activities. ? 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. ? 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. ? Analyze customer's business and technology objectives that enables the sales team to be more effective and responsive to customer’s needs ? 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.--
Service Delivery Leader 02/2007 - 06/2010
WIPRO, Hyderabad, AP India
Industry: IT
General Management
? 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. ? 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 11/2003 - 02/2007
Dell International Services, Hyderabad, AP India
Industry: IT
General Management
? 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.--

Osmania University 06/1992 - 03/1995
Hyderabad, AP, India
Degree: Bachelor's Degree
Major:Commerce
Commerce

Amit Mathur