Roopesh Kp

About Roopesh Kp

Experienced Operations Manager with a demonstrated history of working in the outsourcing/offshoring industry. Skilled in Customer Relationship Management (CRM), IT Service Management, Pre-sales, Business Process Outsourcing (BPO), and Outsourcing. Strong operations professional graduated from MATS University.

Experience

1. Service Delivery Manager

   ADP

   Sep 2021 — Present · Pune, IN

   Service Delivery Management: •Manage customer service and attend monthly service review calls with onshore clients•Track the closure of tickets rose within the committed SLA •Attend calibration session with the internal & external quality teams•Review pulse performance and customer feedback with monthly and quarterly business review •Take ownership for compliance to ensure zero instances of mis-selling and fraud •Own the Problem, Incident, Request, Change and Escalation processes, ensure high levels of performance in these processes, and initiate service improvement initiatives (including people, process and technology elements)People Management + Cross-functional Stakeholder Engagement:•Supervise staff and identify & define KPIs as well as report their performance against the same•Guide team members development journeys and steer regular coaching sessions with team members on monthly performance•Conduct monthly analysis for the payroll data•Establish and manage expectations of stakeholders within the business and build relationships with other teams to ensure effective dialogue between departments

Education

• MATS University

  Bachelor of Arts (B.A.)

  2011 — 2014

• Ornellas High School

  SSC

  1999 — 2000

• Ness Wadia College of Commerce

  HSC

  2002 — 2003

Skills

• Bpo
• Service Delivery
• Pre-Sales
• Software Project Management
• Crm
• Itil
• Outsourcing
• Team Management
• Requirements Analysis
• IT Service Management
• Solution Architecture