Devendra Apte

About Devendra Apte

Experienced Contact Center management professional, with a demonstrated history of working in the financial services industry. Skilled in Contact Center operations Management for Banking & Financial services industry, Telecommunications and E-commerce, with their Customer Service, and Customer Relationship Management (CRM), Lead Generation & Tele-sales; Lines of Businesses. Strong support professional with a Six Sigma Green Belt focused in Statistics from Indian Statistical Institute. Graduated as Bachelor of Business Administration (BBA), besides an engineering Diploma in Electronics & Communications. Started with career in contact center industry at the age of 24, growing gradually & suitably. Capable of working independently or contributing to collaborate efforts of team, having throughout work habits, reliability, professionalism, and a quick learner with eye for detailing. Have worked for various contact center programmes/projects for ICICI Prudential, Bajaj Finserv, Airtel, Reliance Comm, Future Bazaar & Rediff.com, Fullerton India Credit Company Ltd, HDFC Life, and now with SBI Mutual Funds. Strong domain knowledge of Inbound, outbound and non-voice contact center operations, across functions, and hands-on with skills & knowledge of Volume Forecasting & Manpower planning, CRM & LMS applications, IVR technology, Dialer technology, and related digital enhancements to deliver improved call center efficiencies. Complains management & grievance redressal, SR closure, Lead generation & sales, E-mail & Chat support, CSAT & NPS surveys. Understanding of various business levers for contact center businesses, contractual clarities, compliance & regulations. On personal front, an avid bike rider, with love for motorcycles, travelling, photography, and cinema. Also had a YouTube channel showcasing bike rides, and at present sensibly active on Instagram too! Thank you!

Experience

1. Vice President and Unit Head Service Excellence Contact Centre

   YES BANK

   Apr 2021 — Present · Mumbai, IN

   In my role as Vice President and Unit Head at YES BANK, I spearheaded a large contact centre unit in Mumbai, India. • Achieved business goals through a focus on KPIs like NPS and Service Levels.• Implemented strategies to drive sales and generate revenue from the contact centre.

Skills

• Ivr Designing
• Manpower and Capacity Projections & Plannings
• Customer Service
• Crm
• Leadership
• 7 Qc Tools
• Customer Relationship Management (Crm)
• Call Centers
• Operations Management
• Team Management
• Six Sigma
• Six Sigma Green Belt Trained
• Customer Service, Bfsi, Telecom, Eccommerce
• Bpo
• Telecommunications
• Vendor Management