Skills and Work Experience
Amit Mahendra
Address: C 501, Ravinanda Skylights,Wagholi,Pune-412207
(M) +91 9158555257 Email: amit.mahendra@yahoo.co.in
Profile Overall experience of 16years in Project Management, Operations Management, Process
Transition, SLA Management,Customer Relationship Management & Team Management.
Experienced in handling overall functioning of processes & implementing processes in line
with the policies.
Proficient in Project managing & leading teams for running successful process operations &
experience of developing procedures, service standards for business excellence.
Possess excellent interpersonal, communication & organizational skills with proven abilities in
team management & customer relationship management.
Core Driving the development of superior customer service and high performance.
Competencies Hiring, training/developing, motivating, coaching, evaluating and retaining qualified staff.
Building a team that effectively supports client programs, products and services.
Maintaining service, talk/wrap time, data, and both client and consumer satisfaction levels.
Leading workflow distribution and floor management to ensure service levels are satisfied.
Worked on different software’s such as DOS, People Soft, Crystal, Seibel, Ibm Mainframe.
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Brief Profile Summary.
Worked with Randstad India Pvt Limited, for Client GAP clothing ,as a merchant from
September 2020 to September 2021.
Worked with J.C.Penny India as a Merchant, from September 2017 till August 2020.
Worked with Sears Sourcing India as operation Supervisor since October 2015 till June
2017.
Worked with 3 Global Services, Pune as a Team Leader- Finance Operations since
February 2011 till March 2014.
Worked as: Team Leader (Operations and Admin) with Ventura India Pvt Ltd Pune from
August 2009 to June 2010.
Worked as: Sr. Associate Operations with Ventura India Pvt Ltd Pune from March 2006
to August 2009.
Worked as a Sr. Associate with Intelenet Global Services (Serco) June 2004 to
March2006.
Educational Graduate from Ram Manohar Lohia University UP.
Qualification
Skills and Work Experience
Duration/Company Key Responsibilities:
Randstad India Pvt Limited Responsible for migrating data from current software to new software.
(Client GAP Clothing ) Liasing with vendors international and domestic for data collation, data
September 2020 till verification, data updation and clean up.
September 2021 Liase with counterparts in USA for timely updates and suggestions to
streamline process.
Designation: Merchant New software testing and suggestions to make it more userfriendly.
Skills and Work Experience
Duration/Company Key Responsibilities:
J.C. Penny(American
Retailer) Creating & tracking J.C. Penny Purchase Contracts, right from inception to
Final status.
September 2017 till Liaising with counterparts in US in solving any discrepancy/errors in
August 2020 contracts.
Making sure timely receipt of contracts to vendors.
Designation Driving accuracy & speed in team to meet SLA.
Merchant Analysing various areas to improve Purchase Order creation process.
Doing YOY analysis business volumes.
Making AOM report analysing week on week shipment data on the basis of
cost & units.
Liaising with Vendors to improve on accuracy of data.
Training Vendors on company’s policies protocols & system.
Analysing Business requirements and functionalities of Project in terms of
stakeholders & end user .
Making sure the project is monitored and executed to perfection before go
live date.
Hire & Liaise/monitor with people with different skills and background for
smooth functioning of project
Helping stake holders to establish direction and goals amongst a project
team.
Assigning project team roles and responsibilities to individual team
members.
Making sure that everyone involved in the project knows their
responsibilities.
Writing up accurate and professional progress reports for stake holders.
Attending on site and off site project meetings with stakeholders and
taking notes.
Interacting directly with stakeholders and clients to determine their wants
and needs.
Interacting directly with stakeholders and clients to determine their wants
and needs.
Setting goals / KPI’s for team in alignment with company goals.
Skills and Work Experience
Duration/Company Key Responsibilities:
Sears HC
(American Retailer Managing a team of 23 advisors, who creates& track Sears Holding Contracts, right
October 2015 till from inception to Final status.
June 2017 Analysing & allocating work to team based on urgency.
Driving accuracy & speed in team to meet SLA.
Designation Analysing various areas to improve PO creation process.
AOM Supervisor Doing YOY analysis business volumes.
Making AOM report analysing week on week shipment data on the basis of cost &
units.
Liaising with Vendors to improve on accuracy of data.
Training Vendors on company’s policies protocols & system.
Successfully migrated 25 seater global PO creation process to India from U.S.
Successfully implemented and managed the Project right from hiring to training till go
live of the project.
Improved SLA from 12 days to 3 days.
Created SOP and reports as per business needs.
Executed process governance for quality and process.
Reported tracked & monitored various stages of progress of project.
Identified and monitored monthly metrics & KPI’s, ensured the adherence to
operations and consistently applied them.
KPI’s and incentive management.
Performance Management through SMART method, one on one, coaching and training.
Liaising with Recruitment team for hiring candidates.
Forecasting Recruitment requirements.
Skills and Work Experience
Duration/Company Key Responsibilities:
August 2013 till Currently managing the Fraud Operations team within 3 Global services, which is
March 2014 responsible for analysing fraud trends and assigning data to advisors to do further
3 Global Services. checks and stop fraudulent handsets from getting delivered
People management,
Designation Working on projects to improve business.
Team Leader Strategy planning and execution on various projects.
Involved in developing, coaching and hiring the right set of people for the business.
KPI’s and incentive management.
Working on target setting for business.
Managing day-to-day operations by ensuring all operational efficiency metrics, like
interval adherence, staffing requirements, conformance hours, internal SLA’s are met.
Handling client complaints and escalations. Accountable for feedback received for the
team
Lead department meetings, effectively communicating goals, discussing current issues
and motivating teams to action
Responsible for selecting, training, developing, and managing performance of
professional direct reports; providing prompt and objective coaching and counseling;
and coordinating, planning, and assigning work for staff in accordance with the
organization’s policies
Presenting the Weekly Commercial and Customer review to the Offshore Effectively
apply our methodology and enforce project standards.
Keeping the Client updated, when necessary at various stages of projects.
Skills and Work Experience
Duration/Company Key Responsibilities:
February 2011 till Managing the Finance Operations team within 3 Global services, which is responsible
July 2013 for curing delinquent accounts with 3 mobile in the UK.
3 Global Services. People management,SL management.
Working on projects to improve business.
Designation Strategy planning and execution on various projects.
Team Leader Involved in developing, coaching and hiring the right set of people for the business.
KPI’s and incentive management.
Working on target setting for business.
Managing day-to-day operations by ensuring all operational efficiency metrics, like
interval adherence, staffing requirements, conformance hours, internal SLA’s are met.
Handling client complaints and escalations. Accountable for feedback received for the
team
Lead department meetings, effectively communicating goals, discussing current issues
and motivating teams to action
Responsible for selecting, training, developing, and managing performance of
professional direct reports; providing prompt and objective coaching and counseling;
and coordinating, planning, and assigning work for staff in accordance with the
organization’s policies
Presenting the Weekly Commercial and Customer review to the Offshore Effectively
apply our methodology and enforce project standards.
Keeping the Client updated, when necessary at various stages of projects.
Skills and Work Experience
Duration/Company Key Responsibilities:
March2006 to Handled 5 Development Supervisors & team of 40 Customer Service Advisors
June2010. Ventura Administer performance management by diagnosing improvement opportunities,
India providing effective feedback, coaching, training, professional development and
Designation corrective action plans
Team Leader Aligning individual goals to that of process goals, thereby, meeting business goals
through high levels of employee engagement
Conducting a Monthly Performance Review and sharing Plan of Action for the next
month
Take care of work allocation and consistent monitoring of the performance of the team
so as to ensure that all deadlines are met as per the SLA
Conducting Calibration sessions with the Quality Team and the Client
Analyzing data and conducting Developmental and Motivational feedback sessions
across the teams
Conducting Confirmation and Annual appraisals for the Advisors
Grooming agents for next level- SME Role, Mentors etc
Outsourcing responsibilities to agents which helps them understand process better
Developing, preparing & implementing different Incentive Plans depending on the
process efficiency level
Ensure that team quality standards are maintained and improved on a regular basis
Implemented training course for new recruits — speeding profitability
Reinforcement & Implementation of Problem Solving Techniques
Generating Monthly Key Performance Indicator reports & forecasting the budgets/FTE’s
required for the coming seasons
Winner of Dream team awards on 2 occasions
Achievements Won People Champion Award for 2013
Have been actively involved in employee engagement activities
Successful migration of admin process at Ventura.
