Anand Upadhye

About Anand Upadhye

Anand Upadhye is an award-winning, strategic, and performance-driven Technology Executive, utilizing collaborative leadership while facilitating change management initiatives from concept-to-completion. He offers extensive experience in spearheading IT strategies and harnessing technologies to align business needs and elevate organizational performance. He has attained a high-level of success in aligning business and IT objectives while establishing new IT organizational infrastructure, revitalizing technology processes, evaluating workflows, and employing IT project management best practices to optimize technology delivery. He exemplifies an excellent ability to manage multiple IT projects & initiatives in alignment with requirements while identifying discrepancies, generating differentiated solutions, and achieving competitive advantages.As a dynamic and multi-faceted IT Project Management Professional, Anand has utilized Agile methodologies to streamline operations, optimize processes, and generate cost effective solutions within strict timelines & budgets while managing multiple projects simultaneously as well as generating continuous improvements to IT system functionality. He exhibits proficiency in managing multiple platforms including Interactive Voice Responses (IVRs), Computer Telephony Interface (CTI), and Contact Center Desktop appications while establishing achieving the vision set by Senior Leadership. He showcases expertise in setting strategic direction, governing service delivery for the contact center, and developing & maintaining SLA\'s to meet / exceed customer expectations.Through dedication to operational excellence, Anand has a consistent history of success in providing leadership to promote teamwork, employee empowerment, and open communications. He evaluates workflows and builds & implements contact center systems to optimize technology delivery while executing all facets of project planning, scheduling, and resource management.

Experience

1. Senior Manager IT Customer Care Systems

   Verizon

   Jan 2011 — Present · Piscataway, NJ, US

   Contact Center Solutions | New Technology Integration | IT Project Management Process Improvements | Cost Optimization | Quality Assurance | Agile Methodologies• Serve as a concept-to-completion driver while handling end-to-end IT project management for the entire software development life cycle as well as cultivating cutting-edge frontline technologies• Administer offshore resources in India for governance enablement of KPI requirements in an optimum manner while effectively transitioning and migrating technical systems to AWS Cloud services• Drive, motivate, and guide a team of 50+ professionals in delivering enterprise projects & cloud migration strategy with a laser focus on application security• Transformed the call center to improve handling time, efficiency, and productivity while driving revenue growth and profitability along with saving $MM through cost optimization best practices• Craft the Quality Audit One Tool application to elevate call center agent performance monitoring and utilize Agile best practices while implementing the Service Oriented Architecture (SOA) solution for easier integration within client applications• Execute single user interface for multiple channels using Pega for the business process and case management resulting in substantial savings as well as a consistent user experience across all channels• Conceptualize, cultivate, and implement the NextGen contact center desktop application to implement business processes for collections and reduction in average handling time• Lead a cross-functional team to apply significant improvements in page load times, memory footprint, and functional speed of execution for contact center desktop application• Direct a dynamic team to develop the contact center and desktop applications, thus supporting customer calls across Verizon via end-to-end implementation of the computer telephony integration• Facilitate process improvements to improve business flow and customer engagement

Education

• Stevens Institute of Technology

  Master of Business Administration (MBA), Technology Management

  2006 — 2011

• KJ Somaiya College of Engineering, Vidyavihar

  Bachelor of Engineering (BE), Electronics Engineering

• Southern Illinois University, Carbondale

  Master of Science (MS), Electrical Engineering