Amit Tiwari
Brampton,ON
Summary
Project management professional with solid track record of overseeing diverse projects and PMO functions. Proven ability to lead teams towards achieving project milestones and objectives. Known for fostering collaboration and adapting to dynamic project requirements. Expertise in stakeholder communication, process improvement, digital transformation, operational excellence, and process improvement projects. Strategic cross-functional leader with vendor relationship management and technology implementation as key strengths. Certified in PMP, ITIL, and Agile Scrum, with a proven track record.
Overview
15
15
years of professional experience
Work History
Manager: Customer Success & Service Delivery
Tech Mahindra Business Services
05.2022 - 09.2024
- Consulted for AT&T sales teams to identify upsell opportunities in existing accounts, ensuring
- Collaborated with stakeholders to gather business requirements and develop project charters, risk registers, and transition plans.
- Led technology projects from inception to delivery, achieving 100% on-time completion and improving YoY operational efficiency by 20% through process optimization and streamlined workflows.
- Spearheaded workflow automation initiatives aimed at reducing churn rates while enhancing upselling opportunities within existing client base.
- Drove continuous improvement initiatives within customer success function, consistently aiming for excellence in service delivery and client satisfaction.
Team Manager - Customer Experience & Transformation
Tech Mahindra Business Services
12.2018 - 05.2022
- Consulted for AT&T, conducting regular account reviews that improved client retention by 15%, identified growth opportunities resulting in 20% increase in upsell revenue, and enhanced overall account performance through targeted strategies.
- Improved team efficiency by 25% through strategic planning, optimized resource allocation, and directing cross-functional teams to successfully deliver enterprise-level projects, including system implementations and integrations.
- Developed procurement strategies, managed RFP processes, negotiated vendor contracts, and enhanced project visibility with stakeholder updates and reporting, reducing project risks by 15% and ensuring 100% on-time delivery.
Team Leader
Concentrix
08.2015 - 12.2018
- Led quality assurance initiatives, ensuring project deliverables met stringent quality standards and customer expectations with SLA of 98%.
- Documented Incident workflows and quality standards, collaborating with project managers and technical teams to align processes with operational goals
- Conducted root cause analysis on major defects, implementing corrective actions to prevent recurrence in future releases.
- Contributed to developing and refining project management processes, enhancing efficiency by 35% or more.
- Managed team of QA analysts, fostering collaborative environment that promoted growth and achievement of productivity SLA by 100% and accuracy SLA by 98%.
- Ensured compliance with industry standards, conducting regular audits and assessments on IT systems.
Quality Assurance Analyst
Concentrix
08.2011 - 08.2015
- Led comprehensive quality assessments across multiple projects, identifying process gaps and implementing corrective actions that improved project quality metrics by 30%.
- Aligned quality assurance activities with project objectives, collaborating with cross-functional teams to achieve 25% reduction in defects and enhance overall project outcomes.
- Refined QA processes and procedures by integrating industry best practices, leveraging defect-tracking tools to streamline issue resolution and improve team efficiency by 20%.
Customer Contact Representative
EXL
11.2010 - 08.2011
- Supported customer communication efforts, contributing to successful delivery of customer-focused projects
- Experienced in Property & Casualty Insurance - Insurance Essentials & INTRO 320 Licensed
- Processed policy updates and changes with 99% accuracy, ensuring timely resolution of client requests and maintaining high customer satisfaction levels.
- Managed sensitive customer data in compliance with strict data privacy regulations, achieving 100% compliance audit score.
- Documented and maintained accurate records of customer interactions, improving data integrity and reducing errors by 15%.
Customer Contact Representative
HCLTech
06.2009 - 11.2010
- Telco customer contact support for BT - British Telecom
- Built and maintained strong client relationships, driving 25% increase in repeat business and consistently receiving positive client feedback.
- Delivered exceptional customer service, resolving 95% of concerns on first interaction and maintaining customer satisfaction score of 90%+.
- Handled escalated support cases with diplomacy, successfully defusing tense situations and reducing customer churn by 15%.
Education
MBA - Financial Management
Jaipur National University
IndiaBachelor of Commerce - Commerce
Calcutta University
IndiaSkills
- Customer satisfaction measurement
- Client retention strategies
- Escalation management
- Microsoft outlook, word, and Excel
- Workflow management
- Continuous improvement & Quality assurance
- Project management
- Customer retention
Languages
English
Native or Bilingual
French
Elementary
Certification
- Project Management Professional (PMP)- PMI
- Agile Scrum Foundations
- ITIL® 4 Foundation
- Six Sigma: Green Belt
- Certified Customer Analytics Professional
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Supervised team of 7 direct reports and a span of 95 staff members.
- Used Microsoft Excel to develop data trend sheets and quality tracking charters for weekly and monthly business report-outs for client and leadership teams.
- Utilized Power BI to develop real-time dashboards and interactive reports, improving project performance monitoring, resource allocation, and stakeholder communication.
Software
ServiceNow
Advanced Excel
Power BI
Mondaycom
StataPile
CRM
Salesforce
Work Preference
Work Type
Full TimeContract WorkLocation Preference
HybridRemoteOn-SiteTimeline
Manager: Customer Success & Service Delivery
Tech Mahindra Business Services
05.2022 - 09.2024
Team Manager - Customer Experience & Transformation
Tech Mahindra Business Services
12.2018 - 05.2022
Team Leader
Concentrix
08.2015 - 12.2018
Quality Assurance Analyst
Concentrix
08.2011 - 08.2015
Customer Contact Representative
EXL
11.2010 - 08.2011
Customer Contact Representative
HCLTech
06.2009 - 11.2010
MBA - Financial Management
Jaipur National University
Bachelor of Commerce - Commerce
Calcutta University
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