1. MILAN NAGPURE
Mobile: +91– 9850-951-670
Email: Milan.nagpure@gmail.com
SUMMARY
 More than 9 year’s of experience in BPO/LPO/S&P domain and Service Delivery.
 Customer-focused and self-motivated professional with efficient Operations and Escalation management skills.
 Quality-oriented and proactive approach in resolving issues.
 Good communication, Analytical and co-ordination skills.
 Good client handling skills.
 Hands on experience in E-sourcing tool for RFx and contract Management
 Hands on experience in Ariba and Hiperos tool for Spend reporting and Supplier reporting.
 Re-engineered and implemented procurement enablers within various business group to enable best in class
procurement services. E.g. Standard/Automated template created, Auto calculated CSAT tool.
CORE COMPETENCIES
 Operations Management  Escalation/SLA Management  Cross-functional team Management
 Change Management  People Management  Quality assurance and control
 Client Relationship
Management
 Project Management
 Process improvement/Six Sigma
 Content Management
EXPERIENCE WITH INFOSYS GROUP
Infosys BPO Limited, Pune
Assistant Manager – Operations(Sourcing
and Procurement)
Jan 2011—Till date
Role:
 Operations Management:
 Successfully managed the activities of 5 team members supporting the Supplier Selection Process, which
includes contacting the supplier and publish the report.
 Led a cross-functional team of technology, compensation and corporate team to ensure closure of business
critical cases.
 SLA/Escalation Management:
 Handled complains/escalations from different Stakeholder/units and addressed negative customer feedback to
ensure SLA and compliance parameters are met.
 Coordinate with different support teams such as Sourcing Manager, system/applications, Supplier etc. for
speedy closure of issues.
 Client Relationship Management:
 Establish client relationship, while understanding their challenges and goals.
 In-depth understanding of end-to-end process, experience to identify pain points and latent customer needs.
 Resource Planning:
 Staffing across different shifts to ensure optimum utilization of resources based on the volume trends to meet
day to day needs.
 Performance Management:
 To set KRA and career development plan for the team and supported the team to achieve their KRAs.
 Initiated refresher training plan for existing team and this led to increase in customer satisfaction by 7% in a
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2. month’s time and to 15% in a quarter.
 Transformation:
 Developed and shared best practices across the engagement, including quality monitoring and feedback
system, templates for initial check points. This helped in improvement of quality scores and transparent QC
and feedback mechanism.
 Developed an Excel based macro tool for team to process the requests. This reduced the average handling time
per request from 90 minutes to 60 minutes.
 Change Management:
 Successfully transitioned the process (5 FTEs) of engagement from old email system to new ticketing system
(WMF) keeping the regular operations disturbance to the minimum level.
 Transition:
 Supported the process definition, documentation. Validation of standard operating procedures. Training plan
and certifications of team as required.
 Internal/External Governance: Ensured all specified compliance levels are met for Internal and External
Audits
 Reporting: Provided detailed weekly/monthly reports and updates to senior management/clients.
Progressions/Promotions within Infosys
Role Process Duration in Role
Team Leader Sourcing and Procurement Jan 2011 till Date
Process Specialist E-publishing client from LPO April 2008 till December 2010
EXPERIENCE PRIOR TO INFOSYS GROUP
STP Software India (P) Ltd., Pune. Project coordinator
September 2004 — March
2008
 Handled team of trainee XML coders working on data conversion from PDF to XML using client’s instructions
and specifications.
 Worked for one of the best banks in Africa facilitating their business process by converting the Legacy physical
data into Computer enabled ones. Through this, their process of search and maintenance got enhanced with a
better advantage of cost and control.
 Co-ordination with Knowledge Associates (Service providers working from home) for status updates on work
assigned to them.
ACHIEVEMENTS
 Improved C-SAT scores from 3.5/5 to 4.5/5 by implementing the tool and weekly review with client on
challenges faced by client as well as team.
 Reduction of average handling/processing time by 30 minutes by introduction of Macro base tool, hence
improving the average productivity by 20% with saving of 1 FTE.
 Closure of six sigma green belt project with saving of $64K, which reduced AHT of current process.
 Received Vendor/Partner recognition award for seamless work on planning and transition of process to new
vendor.
 Received Extra miller and Individual Excellence award for the recognized Leadership and Analytical skills.
EDUCATION
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3.  MBA in Information technology and Project management
 Bachelor of Science in Information Technology
 Diploma in Instrumentation
 Certified in Software Testing
PERSONAL INFORMATION
Date of Birth: 03rd
June, 1979
Language known: English, Hindi and Marathi
Address: SR No 35/3 Shrikrishna nager, Vitthalwadi Akurdi pune -35
Passport No : G0932832
VISAs : US 10 Years (Business Multiple Entry)
Date:
Place:
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