1. AMIT TRIPATHI
Address: H.N.641 Madanpur Khader, Sarita Vihar New Delhi-110076
Cell: +91-8447077997 Email: firstname.lastname@example.org
A highly motivated and ambitious individual, able to give timely and accurate advice, support and
training to the team members. Have proven track to lead by example, consistently hit targets, improve
best practices and organise time efficiently. Possesses abilities to identify the operational issues and the
methods to address them whilst leading a team of twelve or more. Brings a Master’s degree in
commerce along with 9 years of experience in operations.
Now looking forward to a making a significant contribution as a team leader with a company that offers a
genuine opportunity for progression.
Key Skills & Competencies
Strong data analysis, interpretation and team building skills.
Able to effectively assess operational inefficiencies
Competent at social oral and written communication
Excellent goal tracking and report writing
Ability to negotiate and influence.
Proficient with MS Office and other forms of technology.
Tech Mahindra Ltd. (Traded as – BSE: 532755 / NSE: TECHM)
Department : British Telecom – Contact Delivery Shared Services
Designation : Sr. Subject Matter Expert / Team Leader – Grade U3 (10 Mar 2016 – Till Date)
: Subject Matter Expert – Grade U2 (01 Sep 2014 – 09 Mar 2016)
: Sr. Associate - Grade U1 (10 Jun 2011 – 31 Aug 2014)
Period : June 2011 – Till date
Responsible for overseeing the day-to-day operations of the team, distributing the workload
evenly amongst staff and making sure motivation and performance levels are maintained.
ROLES & RESPONSIBILITIES
Allocating daily jobs and workloads.
Enforcing all company approved policies and procedures.
2. Monitoring the performance of junior staff.
Managing and monitoring staff attendance.
Facilitating sessions for teach-back, feedback and one to one closures.
Conducts regular audits and reporting against compliance in all contractual and regulatory
Roster Management for Pick & Drop facility to team members.
Attending and participating in team meetings.
SLA / Escalation management for Order creation and revenue reporting.
Integrated coordination at various levels with Billing/Sales/ Technical/MIS and collection
Presenting data, sharing analysis to stakeholders on actions (for assigned processes)
Represent the organization and participate in client visits and reviews
Drive operational excellence initiatives in areas like delivery & Day to day operations
Training and support new team members to help them to meet the required standards.
Acting as a back-up resource for my team members.
Key Deliverables to Client
Managing clients order requests and queries for the revenue and access installation for the
leading connectivity and hosting platform for financial firms around the world.
Resolving customer queries on Charges, Status and progress of the change.
Tracking dispute clients and follow them with the cease process activity.
Interacting with BT’s Business Manager on day to day basis, to clarify all queries and to solve
customer’s problem through live meeting and conference calls.
End to end tracking of billing startup for tickets completed.
Resource & revenue Management with hourly SLA of the resource requests.
Tracking / reconciliation for the time booked of BT resources
Purchase Order Management with Third party vendors & client
Tool used – GS Prime / Clarity / DPA, RADAR /FAM+/COT+/Business Object/TBS & i-Buy
EXL services Ltd. From Sep. 2010 to June 2011. As a “Sr. Associate”
Tracking of revenue earned but not collected (Accrued Income).
Direct communication & follow-ups with buyers to ensure timely payments.
SLA based resolution to client query for billing and payments.
TATA Consultancy E-Serve Ltd. July 2008 to June 2010. As a “Sr. Associate”
Reporting for revenue growth and amount collected Monthly/Quarterly.
Regular correspondence with centralized Legal Teamfor the clearance of dues on accounts
3. Info Edge India Ltd. July 2007 to July 2008. As a Sr. Associate / Group leader
Member of corporate relations team.
Promoted as Group Leader in Jeevansathi.com, managing the team of client relation
executives who promotes /Sell the portal products via calls and e-mails.
Post-Graduation in Commerce (M.Com) from C.S.J.M. University Kanpur.
Graduation in Commerce (B.Com) from C.S.J.M. University Kanpur.
Diploma in Computer Application & System Management (One Year)
Achievements & Recognitions
Star performer FY: 2012-13 Q1, Star Performer FY: 2012-13 Q4, Process excellence FY: 2013-
14 Q2, Associate of the Month 2014-15 Q2 and recognized with many Spot awards
Regular performer in cultural events. Received much recognition.
Received many awards & recognitions for work performance and other activities.
Reading variety of topics & writing poetries.
Father’s Name : Mr. Uttam Prasad Tripathi
Mother’s Name : Mrs. Nirmla Tripathi
Date of Birth : 04 Jan 1980
Current Address : H.No. -641 Madanpur Khader, Sarita Vihar, New Delhi -110076
Permanent Address : 84/102 G.T. Road, Afeem Kothi, Kanpur - 208003
Marital Status : Married
Language : English, Hindi
Gender : Male
Passport : Yes
Place: (Amit Tripathi)