Abbas Kapasi Email & Phone Number

Montreal, Quebec, Canada

Montreal, Quebec, Canada

Oversee Lean improvements across all Healthcare (Business Process services) delivery centres. Responsible for the digital transformation of our clients through our 3 Levers; Analytics, Lean and Automation. Improve our organization agility while we transform into a digital landscape.Driving Lean efficiencies and process improvements throughout the operations, as well as improving operating performance of contact centre, help desk and back office teamsDeploy Lean Six Sigma initiatives to drive efficiencies across the business units to enhance cross functional alignment to enhance productivityProvided ongoing operational process analysis, handled escalations, communicated project status on weekly C level executive reviewMentoring local teams for adoption & future sustainmentDeployed Six Sigma DMAIC and Lean PDCA methodology while leading high-level, cross-functional teams across 3 main levers: Analytics, lean and Automation

Montreal, Canada Area

Oversee Lean improvements across all BPS (Business Process services) delivery centres (10,000+) for Bionix. Driving Lean efficiencies and process improvements throughout the operations, as well as improving operating performance of contact centre, help desk and back office teamsManage, coach and mentor a team of 20 Lean Six Sigma experts (2 MBB, 8 BBs) .Deploy Lean Six Sigma initiatives to drive efficiencies across the business units to enhance cross functional alignment to enhance productivityOrchestrated Lean and Agile deployments in US, India, Brazil, Spain, Italy and Canada improving efficiencies by 15-20% Provided ongoing operational process analysis, handled escalations, communicated project status on weekly C level executive reviewMentoring local teams for adoption & future sustainmentDeployed Six Sigma DMAIC and Lean PDCA methodology while leading high-level, cross-functional teams across 3 main levers: Analytics, lean and Automation

Montreal, Canada Area

Montreal, Canada Area

Developed and implemented Process-improvement and Lean strategies for over 5000 employees in $6-billion division of DXC.Successfully orchestrated process improvements and automation globally across DXC such as Mindsets and Behaviors, Work Culture, Daily Huddles, MQ Surveys, Global Learning Paths, Defining Career Path, Service Desk Efficiencies, IVR automation and Callback Assist, Proactive Problem Management.Managed the deployment of the iDO(Integrated Delivery Organization) service pod in Sweden increasing FTE efficiency by 15%Oversaw support to Service Pod Senior leadership with focus on stabilization, continuous improvement, employee and customer satisfactionImproved Motivational Quotient (MQ) survey participation globally by 42% Led cross functional team as Global Project Manager for SMARTS 9.4 Deployment across three regions (NA/Europe/Australia)

Montreal, Canada Area

Developed and implemented Process-improvement and Lean strategies for over 5000 employees in $6-billion division of DXC.Successfully orchestrated process improvements and automation globally across DXC such as Mindsets and Behaviors, Work Culture, Daily Huddles, MQ Surveys, Global Learning Paths, Defining Career Path, Service Desk Efficiencies, IVR automation and Callback Assist, Proactive Problem Management.Managed the deployment of the iDO(Integrated Delivery Organization) service pod in Sweden increasing FTE efficiency by 15%Oversaw support to Service Pod Senior leadership with focus on stabilization, continuous improvement, employee and customer satisfactionImproved Motivational Quotient (MQ) survey participation globally by 42% Led cross functional team as Global Project Manager for SMARTS 9.4 Deployment across three regions (NA/Europe/Australia)

Montreal, Canada Area

Overarching coordination across all of the Operational Global Delivery Networks. Primary focus to enhance customer experience.Oversee Network, Enterprise, Workplace, Service Management and Security towers for the account. Primary responsibility to ensure each team member is playing their part.Lead interaction with the Delivery Executive and Account General Manager. Lead weekly and Monthly service reviewsEnsure Service Strategy, Operational and production roadmap components are complete.Primary point of escalation for service operational issues for the clientAccountable for successful SRTs including remediationLeads Service Improvement Plans Advocate for the use of standard offerings, escalating where non-compliance identified Ensure effective ORR to move from project to live service operations

Montreal, Canada Area

Responsible for Service Desk, End User Services, Productivity, Collaboration and Communication, UCaaS, Apps & devices and Virtual Desktop Services.Responsible for Workplace services for Americas for the financial and health care sector.Responsible to ensure that team follows global initiatives set out from senior managementResponsible for Financial management, Resource Management, Forecasting, Budgeting and Service Delivery of Workplace services to the accounts. Managed Workplace Budget for Financial &Health Care. Managing Client Delivery Managers for Workplace for multiple global account. Managed a team of 15 plus Client Delivery ManagersHeavily involved in business process improvements and strategic decision making.Service Desk SME for the Workplace CDM sector. Assisted in several SIPs and global initiative across several accounts

Prague, The Capital, Czech Republic

Prague Service DeskResponsible for the Prague Service Desk (over 300 plus employees). Assisted in the growth of Prague from 150 employees over 300.Responsible for Service Delivery for 11 global accounts in 11 different languagesResponsible for budgeting and forecasting. Managing a budget of $9 million dollars (US)Responsible for Level1/Level2/User Account Provisioning Responsible for Zurich Service desk. Zurich’s target service levels are the highest delivered from Prague, in fact, the highest that CSC delivers to any client world-wide.Ensure Prague SD employs ITIL and CSC standard best practicesIncreased productivity for Prague deskManaged to end both fiscal years with a positive revenue against budgeted forecast.Implemented objectives to lower attritionOverseeing Transition/Vendor managementSuccessfully transitioned Zurich NA from Montreal to Prague, making Prague the primary Zurich service desk.Managing a diverse cross cultural staff with employees from 40 different nationsAudited by a third party group KPMG that stated the following about the Prague Service desk after their audit “The Prague Service Desk management team impressed us with their determination to deliver positive user experiences and the thoroughness with which they identify opportunities and drive through performance improvements. They demonstrated a very high degree of enthusiasm and commitment. The customer focus and passion for excellence were evident also amongst the Service Desk agents”

Prague, The Capital, Czech Republic; New York, U.S.A; Montreal, Quebec

As Senior Operations Manager: Responsible for Level 1 and level 2 Zurich teams, a team of over 150 agentsResponsible for Zurich UK/Swiss/Italy/Spain LSAs (local service areas)Implemented CSC Service Desk best practices such as SRTs/RCAs/Agent Feedbacks.Increased team productivity by reducing ACW (average call work) handle times in less than six monthsRestructured training formats for a stronger foundation in learning.Increased KT script code usage from 18% to over 90%Garnered tremendous experience in managing a cross-cultural workforce Achieved green SLA's across all critical service levels for over 95% of the time Improved processes and policies for the entire Prague Service Desk by assisting Prague management in changes in hiring structures, salary scales and creating activities for increasing morale for the center Responsible for coaching and mentoring Team leads for future Operations Manager roles.Assisted Team leads in conflict management, time management and vendor managementAs Operations Manager- Improved FCR (First call resolved) metrics on Aon in 3 months. Increased Blackberry FCR from 15% to 65%; VPN FCR 75% to 95%; LN FCR 60% to 75%Improved the quality format for the Aon teamIncreased team productivity by halving ACW (average call work) handle times in less than six monthsRaised Sempra and Aon as one of the top productive accounts for MontrealAchieved Account SLAs with 15 % less staff.Responsible for the transition of Estee Lauder Service desk from New York to MontrealResponsible for Estee Lauder Service desk in New York. Managed a team of 25 while managing Aon/Sempra accounts in Montreal.

Montreal, Canada Area

As Team Lead- Managed daily managerial activities in respect to incoming calls, handling SLAs, supervisor escalations, call observations, evaluations and shift scheduling.Assisted Front line agents with numerous call queries and processes.Implemented a new template system and quality assurance on SempraDrastically improved the scripts in the Knowledge tool for SempraMaintain a strong rapport and work directly with the Sempra clients for oncoming projects and transitionsAs Dupont’s Technical lead, increased the teams adherence scores from 71% to 94% in under two monthsAssisted in creating a strong foundation for assisting in turning around the Dupont teamAssisted DnB as a backup technical leadAssisted Eaton team during their transition on their Quality assurance program

Bachelor Of Commerce (B.Com.), Marketing/International Business

Bachelor Of Commerce (Bcom), Marketing/Internation Business