Satinder Kumar work email
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Satinder Kumar personal email
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I am 39 years old, total work experience of 18+ years and 8+ years of experience in solutions. In last 18 years I worked with multiple organizations at different roles and managed Operations, Training, Quality and Pre-SalesIn my current role, I am part of the Presales team. I have completed 8 years in Solution team. Experience in solution design for APAC (INDIA, Japan, Philippines, ASEAN region, and China), Middle east, US, and UK clients across Banking, Travel Telecom, CRM, Retail and Technical processes Deliverables in my current roleHelping our clients grow and rebuild their businesses by taking a 360° view of the Business Processes, providing and outside in assessment of the customer experience throughout the CLM touchpoints, consultative re-designing to improve CX/CI across end-to-end customer journey. Contact Center Technology, Website and Mobil App dev and support, Digital Sales, Marketing and Care, Loyalty, Customer and Technical Support, Contact Elimination, Channel Strategy, Translation, COMO, Automation, RPA, Desktop Productivity Improvement, Rev Gen, Reduced cost for Sales and Collections, Analytics, VOCSolution Design & Development: - Understanding the scope & client needs, top pain areas,future growth prospect, overall digital maturity, current IT infra and how do they want toservice their customers in the long run.Tech Infusion - Identifying opportunities in the deal to deploy BOT's (Voice, Chat, Back-office & Email), AI, Automation, Analytics, Contact elimination, Channel Deflation, VOC, Work from home tools and platforms (Translation, Chat, Email, CRM, Reporting).Location Strategy - Identifying and Proposing sites to client considering talent pool availability, Language requirement, Language proficiency, operational capability and scalability.Location Nuances - Understanding country / geo / location nuances (Working hours as per country labor law, foreign language premium, overtime payouts, holiday payouts, leave policy, shift / taxi and meal allowance)Price Modelling - Suggesting best suited price modelling (FTE, Transaction, Login hour,Productive hour, Per productive minute, Cost + Margin, Flat deal term pricing, Year on Year pricing with COLA & Gain share)Identifying Cross skilling opportunities to offer productivity benefits (Merger of Queues, Translation of foreign languages to common language)Proposal writing – Working with proposal writing teams to create overall proposal framework. Making sure key solution unique selling points are captured and all client questions are addressed.
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Director SolutionConcentrixDelhi, India
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Associate Director SolutionsConcentrix Daksh Services India Private Limited Jan 2022 - PresentGurugram, Haryana, India -
Senior Solutions ArchitectConcentrix Jan 2020 - PresentGurgaon, HaryanaIn my current role, I am part of Pre sales team (Solution and pricing). I am about to complete 5 years in Solution & Pricing team. Experience in solution design for AP (INDIA, Japan, Philippines, Malaysia, Thailand , Vietnam, Indonesia and China), Middle east, US and UK clients across Telecom, Travel, CRM , Retail, Health care, Technical & BFSI.Key Deliverable's in my current roleSolution Design and Development:- Identifying opportunities in the deal to deploy BOT's (Voice , Chat… Show more In my current role, I am part of Pre sales team (Solution and pricing). I am about to complete 5 years in Solution & Pricing team. Experience in solution design for AP (INDIA, Japan, Philippines, Malaysia, Thailand , Vietnam, Indonesia and China), Middle east, US and UK clients across Telecom, Travel, CRM , Retail, Health care, Technical & BFSI.Key Deliverable's in my current roleSolution Design and Development:- Identifying opportunities in the deal to deploy BOT's (Voice , Chat , Back-office & Email) , AI, Automation , Analytics , Channel Deflation, VOC, Work from home tools and platforms (Translation , Chat , Email , CRM , Reporting) . Location Strategy - Identifying and Proposing sites to client considering talent pool required, Language requirement, operational capability & scalability and client budget.Location Nuances - Understanding country / geo / location nuances (Working hours as per country labor law , Foreign language premium, overtime payouts , holiday payouts , leave policy , shift / taxi and meal allowance)Price Modelling – Suggesting best suited price modelling (FTE , Transaction , Login hour , Productive hour , Per productive minute, Cost + Margin , Flat deal term pricing , Year on Year pricing with COLA & Gain share etc..) to clientIdentifying Cross skilling opportunities to offer productivity benefits (Merger of Queues, Translation of foreign languages to common language)Handling targeted account development by assessing client need and creating value through synergies and efficiencies with existing businesses. (Scoping and Due diligence studies at client locations, business modeling, cost architecture, driving cost optimization and maximizing revenue, interlocked implementation plans, and IT architecture. Liaison with multiple geographically dispersed teams to develop and present effective value propositions) Show less
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Solutions ArchitectConcentrix May 2015 - Dec 2019NcrExperience in solution design for AP (INDIA, Japan, Philippines, Malaysia, Thailand , Vietnam, Indonesia and China), Middle east, US and UK clients across Telecom, Travel, CRM , Retail, Health care, Technical & BFSI.Solution Design and Development:- liaising with multiple teams to create end to end solution, Giving directions to teams to create most effective / optimized solution..Price Modelling – Suggesting best suited price modelling (FTE , Transaction , Login hour… Show more Experience in solution design for AP (INDIA, Japan, Philippines, Malaysia, Thailand , Vietnam, Indonesia and China), Middle east, US and UK clients across Telecom, Travel, CRM , Retail, Health care, Technical & BFSI.Solution Design and Development:- liaising with multiple teams to create end to end solution, Giving directions to teams to create most effective / optimized solution..Price Modelling – Suggesting best suited price modelling (FTE , Transaction , Login hour , Productive hour , Per productive minute, Cost + Margin , Flat deal term pricing , Year on Year pricing with COLA & Gain share etc..) to clientIdentifying Cross skilling opportunities to offer productivity benefits (Merger of Queues, Translation of foreign languages to common language)Handling targeted account development by assessing client need and creating value through synergies and efficiencies with existing businesses. (Scoping and Due diligence studies at client locations, business modeling, cost architecture, driving cost optimization and maximizing revenue, interlocked implementation plans, and IT architecture. Liaison with multiple geographically dispersed teams to develop and present effective value propositions) Show less
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Senior Operations ManagerAegis Limited Jan 2011 - May 2015Gurgaon, IndiaKey responsibilities Heading multiple projects across the globe and managing the profit and loss account / all activities. Responsible for meeting the SLA’s (Service level agreement). Handling client relationships / interaction Working with the BD team to bring new businesses and furnishing required information. Making sure all activities get completed within the decided timelines (Hiring / Training / Reporting) Ensuring compliance matrix being followed for… Show more Key responsibilities Heading multiple projects across the globe and managing the profit and loss account / all activities. Responsible for meeting the SLA’s (Service level agreement). Handling client relationships / interaction Working with the BD team to bring new businesses and furnishing required information. Making sure all activities get completed within the decided timelines (Hiring / Training / Reporting) Ensuring compliance matrix being followed for all my projects through out all activities. Setting up the bench marks for the projects and regular follows to bridge the gaps. Show less -
Am OperationsOmniglobe International Jul 2007 - Dec 2010Ncr Responsible for the supervision of 72 People within the department, 69 agents and 3 team leaders. Responsible for meeting SLA's (Service Level Agreement) in terms of Productivity and Quality Conducting learning interventions for DPE’s – Behavioral & attitudinal aspects (Leadership, Team Building, Motivation, Time Management, Executive Development) Development of preliminary and final transition plans. Part of the transition team in coordination with client, define &… Show more Responsible for the supervision of 72 People within the department, 69 agents and 3 team leaders. Responsible for meeting SLA's (Service Level Agreement) in terms of Productivity and Quality Conducting learning interventions for DPE’s – Behavioral & attitudinal aspects (Leadership, Team Building, Motivation, Time Management, Executive Development) Development of preliminary and final transition plans. Part of the transition team in coordination with client, define & understand business requirements Assisted in the development of new policies and procedures Responsible for the recruitment and training of new DPE. Maintaining and Conducting employee’s attendance Conducting learning interventions for DPE’s – Behavioral & attitudinal aspects (Leadership, Team Building, Motivation, Time Management, Executive Development) Client interaction. Show less -
Senior QaTeletech Feb 2005 - May 2007Ncr Responsible for the supervision of 13 Quality auditors from 2 different processes. Responsible for all call quality parameters Scheduling of 27 Quality Auditors from 5 different processes. Client interaction. Identifying and Making action plans. Making weekly and monthly reports for all processes. VOC (Voice of the customer) and CTA (Customer transaction Analysis) Analysis. Take care of the process in the absence of AM.
Satinder Kumar Skills
Satinder Kumar Education Details
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Convent SchoolBusiness/Commerce, General -
New Delhi Convent SchoolEnglish
Frequently Asked Questions about Satinder Kumar
What company does Satinder Kumar work for?
Satinder Kumar works for Concentrix
What is Satinder Kumar's role at the current company?
Satinder Kumar's current role is Director Solution.
What is Satinder Kumar's email address?
Satinder Kumar's email address is sa****@****bal.com
What schools did Satinder Kumar attend?
Satinder Kumar attended Symbiosis Institute Of Management Studies, Delhi University, Convent School, New Delhi Convent School.
What skills is Satinder Kumar known for?
Satinder Kumar has skills like Crm, Training, Quality Assurance, Customer Service, Customer Satisfaction, Analysis, Sales, Bpo, Operations Management, Transition Management, Team Management, Sla.
Who are Satinder Kumar's colleagues?
Satinder Kumar's colleagues are Etong Stanley Etong, Manaswini Pati, Ajay Kumar Gaba, Patrick B., Manasa Maanu, Nova Brown, Azka Pramudyawardhani.
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Satinder Kumar
Logistician Finance Administration, Mba Hr Management, Indian Navy Veteran In Transition From Military To CorporateNew Delhi -
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