SAMITH SHETTY
AUCKLAND
Summary
Strategic Leader offering extensive experience of 15 years in streamlining & overcoming complex business challenges; expertise in conceptualizing the vision & mission of the organization by spearheading entire gamut of operations. Showcased excellence in effectively defining continuous improvement processes, formulated short- & long-range tactical planning and improved operational processes to reduce expenses and achieve optimal profitability. Experienced in monitoring, mentoring & motivating the workforce to enhance their efficiencies with excellent communication and people management skills for leading personnel towards accomplishment of common goals. Self motivated resource with record of success in Customer service industry industry and solid history balancing team performance, customer service targets. Dedicated to working closely with employees to maximize productivity and optimize procedures. Decisive leader with good planning and organizational skills. Adaptable Manager coordinating with operations to achieve organizational goals. Committed to driving improvements through innovation and leadership.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Customer Service Representative
AIA Insurance NewZealand
12.2023 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Responded to customer requests for services and company information.
- Educated customers about billing, payment processing and support policies and procedures.
- Trained new personnel regarding company operations, policies and services.
Data Operations Project Lead
Here Technologies
12.2018 - 08.2023
- Handling escalations calls to assist with customer questions and concerns
- Overseeing all operations and business activities to ensure they produce the desired results and are consistent with the overall strategy and mission
- Spearheading end-to-end project management through expectation setting, creating business case, cost approval, building robust project plan & managing deliverables
- Directing end-to-end management and monitoring project progress as per scheduled deadlines for various tasks; steering efforts to ensure timely execution within the stipulated parameters
- Assessing the availability and readiness of resources within the organization; identifying capability gaps upfront and prioritizing investments to close the gaps
- Ensuring achievement of KPIs in terms of productivity, operating efficiency, cost and customer service
- Incorporating agile ways of working to accelerate transformation
- Building trust relations with key partners and stakeholders and acting as a point of contact for important shareholders
- Driving business growth in terms of value, volume and market share by introducing new ideas & concepts
- Managing people by hiring to follow training plan, setting objectives, conducting appraisals and creating individual development plan/succession plan and one-to-one session with team members
- Developing team potential to up-skill and manage the projects related tasks & manage deliverables
- Driving Agile journey & ensuring the principles are practices by the team in their regular functioning on daily basis
- Building & maintaining structured documents like SOP, Process Map, QMF Doc, Flow Chart, SOW, Business Cases, Logs etc
- Designing sprint plan & managing daily BAU activity like work allocation, daily scrum, team attendance and leave management
- Overseeing workforce management through robust capacity planning by volume forecasting, managing leaves, & other shrinkage points
- Steering efforts in successful transition of process from Onshore to Offshore location
- Creating an environment that fosters development opportunities & motivates performance amongst team members
Project Manager
Cactus Communications
07.2017 - 11.2018
- Overseen complete management & coordination of the program/projects with the client & internal stakeholders including Medical Applications, Medical Poster & Designs, Scripts, Medical Writer to Research Companies & provided end-to-end business solution
- Monitored overall progress and resources utilization, initiated corrective and preventive action where necessary
- Applied change controls and configuration management process for projects
- Produced & monitored financial reports including entry and maintenance of all actual time & expense against the master plan or under project
- Managed project scope, changed controls and escalation issue where necessary
- Monitored project progress & performance and provided regular status to the client
Resources Manager-Operations
Bare International
10.2016 - 06.2017
- Leading a team of 14 resource executives across India and 1 in UAE for Domestic and International Projects
- Steered efforts in setting individual goal sheets and targets for the team members based on tenure, skill and proficiency
- Mentored the executives to ensure they meet their individual projects
- Devised recruitment strategy for difficult locations
- Managed Social Media Account for the company which included planning and approving Social Media Ads
Team Leader Operation
Intelenet Global Services
07.2014 - 09.2016
- Coordinated team activities and delegated tasks to ensure efficient completion of projects
- Conducted regular performance reviews to assess individual team member progress
- Provided coaching and feedback on employee performance, encouraging professional development
- Created training materials and conducted group trainings on new processes or procedures
- Monitored daily workflow to ensure adherence to established policies and procedures
- Established clear expectations for employees, providing guidance when needed
- Held weekly staff meetings to review project updates, discuss issues, and brainstorm solutions
- Implemented changes in response to changing business needs or customer demands
Team Coach
Intelenet Global Services
07.2011 - 06.2014
- Worked with team of 14 - 18 Advisors in OJT (Academy Phase)
- Trained and coached advisors on Systems, Process, Need Based Selling and Quality
- Facilitated show and tell sessions to coach on need based selling
- Constantly monitored the agents and helped them managing the operation stats
- Drove customer satisfaction and always strives to get the customer satisfied
Senior Customer Services Executive
Intelenet Global Services
12.2006
- Provided solutions to customers calling for their banking and financial queries
- Performed need based selling of banking products such as Insurance, Added Value Current Accounts, Saving Accounts, Mortgages, Credit Cards and Loans
Education
Bachelors of Commerce -
Yashwant Rao University
Skills
- Team Management & Leadership
- Collaborator
- Agile & Adaptive
- Team Building and Leadership
- Stakeholder Management
- Continuous Process Improvements
- Operations Management
- Project/Program Management
- Staff Planning, Allocation & Recruitment
- Cross-Functional Coordination
Certification
- British Council Certified
- Certified Scrum Master
- Certified Scrum Product Owner
Awardsandaccolades
- Awarded as Top Ranked Team Leader in 7 out of 11 months from August 2014 to June 2015.
- Top Leader For Customer Performance in Transactional Banking 2014 for H12014.
- Under the supervision, 10 advisors successfully elevated to the next level.
- Barclays Coaching Excellence Bronze Certified.
- British Council Certified.
- Certified Scrum Master.
- Certified Scrum Product Owner.
Timeline
Customer Service Representative
AIA Insurance NewZealand
12.2023 - Current
Data Operations Project Lead
Here Technologies
12.2018 - 08.2023
Project Manager
Cactus Communications
07.2017 - 11.2018
Resources Manager-Operations
Bare International
10.2016 - 06.2017
Team Leader Operation
Intelenet Global Services
07.2014 - 09.2016
Team Coach
Intelenet Global Services
07.2011 - 06.2014
Senior Customer Services Executive
Intelenet Global Services
12.2006
Bachelors of Commerce -
Yashwant Rao University
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