Amit Mathur

About Amit Mathur

21 years of rich experience in Human Resource, Sales and Marketing, RFQ/RFP, Transitions, F&A, Strategy Management, IT & BPO Operations, Technical Support, Telecom, Healthcare, Customer Service & Service Delivery, Operations Management, Start-ups, Program / Project Management, CAD/CAM/GIS.A \"Start-Up Specialist\", I specialize in setting up and managing Technical Support & Customer Care Centers, BPO operations (Voice & Non-voice), IT Enabled Services. Excellent Leadership Qualities and high inter-personal skills, together with proven track record of managing large projects, managing customer relationships, building & motivating large teams, ensuring Quality Service Delivery and Improved Customer Satisfaction.Capabilities to create strategic tie-ups, ability to foresee & plan, carve out business opportunities & creating future leaders through empowerment & direction are key strengths.Planning, Execution & change ManagementFinancial & contractual Decisions to identify & create Win-win situations for clients & Company.Experience in Operations & Delivery Management through Business Process Improvements, Program / Project Management, Information Technology Integration and Quality Management, Business Planning & Performance Management, Design & implementation of Corporate Strategy.Specialties: P&L Management, Service Delivery/ Operations Leadership,Strategic Planning & Execution, Forecast Budget & Variance Analysis, Business Development/Acquisition,Solution Designing/ Transition, Talent Development, Employee Engagement.

Experience

1. Service Delivery Leader Operations

   Wipro

   Feb 2007 — Present

   Held General Management, Site/functional/Business Leadership roles at National/Global level including scaling/managing operations,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.

Education

•  Bachelor of Commerce (B.Com), Osmania University

  B.com, Commerce

  1992 — 1995

•  Post Graduate Diploma In Computer Applications, KTPS Computer Institute

  PGDCA

  1993 — 1994

•  Post Graduate Diploma in Human Resource Development (PGD – HRD), National Institute of HRD, Madras

  MBA, Human Resource and Marketing

  1999 — 2001