Satinder Kumar Email & Phone Number

Delhi, India

Gurugram, Haryana, India

Gurgaon, Haryana

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… 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

Ncr

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… 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

Gurgaon, India

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… 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

Ncr

 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

Ncr

 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.

Pgdba, Business Administration, Management And Operations, A

B.Com, Du

Senior Secondary, Business/Commerce, General

12, English