Ashish Chavan

Program Manager

Hyderabad, Telangana, India22 yrs 9 mos experience

Most Likely To SwitchHighly Stable

Key Highlights

Over 10 years of experience in BPO and IT/ITES.
Expert in Operations Management and Quality for Voice and Non-Voice.
Proven track record in Project Management and Team Leadership.

Stackforce AI infers this person is a seasoned Program Manager in the BPO and IT services industry.

Contact

Skills

Core Skills

Program ManagementOperations ManagementQuality ManagementPeople ManagementTeam LeadershipCustomer Satisfaction

Other Skills

Accuracy and EfficiencySix SigmaWork Force ManagementTeam ManagementCoachingTrainingEscalation HandlingMIS ReportingBPOProcess ManagementManagementMISLeadershipProcess ImprovementTeam Building

About

Result driven management executive with overall experience of 10+ years in BPO & IT /ITES Expertise in Operations Management & Quality for Voice & Non-Voice Specialities • Project Management • Team Building/Development, People management & Leadership skills. • Drive Performance, People, Quality and Cost metrics. • Balance of Strategic agility & Execution skills backed-up with Six Sigma tools and techniques. • Customer and Client Management skills.

Experience

22 yrs 9 mos

Total Experience

4 yrs 6 mos

Average Tenure

7 yrs 8 mos

Current Experience

Apple

Program Manager

Oct 2018 – Present · 7 yrs 8 mos · Hyderabad Area, India · On-site

Program ManagementOperations Management

Cognizant

2 roles

Program Manager, Location Services, Google Maps

Aug 2017 – Oct 2018 · 1 yr 2 mos · On-site

Program ManagementOperations Management

Program Manager, Google Maps

Oct 2012 – Aug 2017 · 4 yrs 10 mos · On-site

Program ManagementOperations Management

Ba continuum solutions

Assistant Manager, Image Operations

Oct 2008 – Oct 2012 · 4 yrs · Hyderabad Area, India

Responsible to drive Accuracy and Efficiency
Initiatives – Supporting Q&CD in six sigma initiatives
Initiatives – Focal/SPOC for all IT Assets and IT Issues
Take open issues to the Cross Functional Team (CFT) on behalf of the site.
Work Force Management and ensure even distribution of work
In charge of Operations and Quality Team at KCoE HYD
Regular Team Management routines such as driving quality and productivity, coaching and development of each and every team member, analyze training needs of agents and develop/implement training programs; At the same time taking care of Absenteeism and Attrition by constantly being in touch with all associates via daily/weekly team meetings and regular one-one sessions

Accuracy and EfficiencySix SigmaWork Force ManagementTeam ManagementCoachingTraining+2

Satyam bpo

Team Lead

Aug 2007 – Oct 2008 · 1 yr 2 mos · Hyderabad Area, India

Lead a team of 15-20 call taking agents.
Developing and driving a “CE First” culture.
Handling Escalations referred by agents.
Improving FCR for the team
Regular Team Management routines

Team ManagementEscalation HandlingCustomer SatisfactionPeople ManagementTeam Leadership

Dell international services

Sr. Resolution Expert

Aug 2003 – Jul 2007 · 3 yrs 11 mos · Hyderabad Area, India

Lead a team of 7-8 call taking agents.
Developing and driving a “CE First” culture.
A single point of contact for managing/driving open/multiple contact queries.
Ensuring customers’ issues are resolved without delay and to optimum customer satisfaction.
Regular Team Management routines
As a Team Coach....
Audit calls and cases, Provide feedback and Coach the agents.
Help the agents to improve customer handling skills by relating differences of Task and Customer Oriented approaches.
Provide regular feedback through call audits with an enhanced customer experience as the end result.
Directly responsible for achieving the monthly and quarterly targets set for the team
Playing a vital role in implementing the proper coaching and training in the team to achieve VOC targets
Owner for the automation of the E-Talk audit sheets