DILIP ARORA

• Revenue growth and new client solutions
• Call centre operations for tech start up’s in FinTech and EdTech and Fundraising Domains
• Implemented and transitioned BPO operations across multiple geographies- Bogota, Montreal, Mississauga, Mexico City, Mumbai, Kingston
• Site Selection and vendor management
• Project management through sub-contracting, recruiting new sub-contractors and managing projects involving change management
• Multi Country operations management and client relationship management
• Managed and implemented the digital marketing strategy and tactical operations to increase product demand, enhance sales, identify additional sales channels, attract traffic to the company website, and promote an online presence
• Utilizes search engine optimization (SEO) analytics and search engine marketing (SEM) techniques to increase traffic to the website
• Employs social media, email, and mobile marketing campaigns
• Reviews online statistics, marketplace trends, and best practices to optimize online marketing performance
• Oversee day-to-day operations, assign departmental and individual performance goals, ensure their completion, and accomplish your own goals
• Recruit, onboard, and train high-performing employees to achieve company objectives
• Develop, implement and monitor strategies for revenue retention
• Ensure that our current high level of customer satisfaction is maintained
• Maintain project timelines to ensure tasks are accomplished effectively
• Planned and resourced personnel and logistics for operations component exercises resulting in highly trained personnel ready to act quickly in critical roles.
• Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety and compliance.
• Investigated and resolved departmental non-conformances.

• P&L Responsibility - Revenue, COGS, SGA & EBITDA
• Handling 1.2M per month of revenue with 400 agents in North American site (Montreal, Canada)
• Increased revenue from 400,000 USD to 1.2 Ml USD since 2016 by seeding new businesses and growing existing programs
• Management Span -
• 200 agents in Chat and Email, 150 in voice (Tech Help and Customer care), 50 agents in outbound B2B calling
• Key account management -
• Account management for 190 multilingual technical helpdesk agents across three geographies
• Site Operations management -
• Developing optimum organizational structures for site to ensure effective service delivery and operations management and cost efficiency of over heads
• Payroll and agent hours coordination
• Developed digital solutions for cost efficiency as well as value add for clients by giving them solutions for reduction of cycle times , AI and machine learning
• Managed 4 business transition projects including hi- end cloud technical help desk in Montreal with a size of 25 cloud experts
• Review and improve organizational effectiveness by developing processes, overseeing employees, establishing a highly motivational work environment, and implementing innovative changes
• Oversaw day-to-day production activities in accordance with business objectives.
• Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
• Monitored office workflow and administrative processes to keep operations running smoothly.
• Monitored budget and utilized operational resources.
• Achieved team goals through formalized training plans, coaching and performance management.
• Modernized and improved operational procedures to increase productivity and profitability while tightly controlling costs.

• Launched New Strategic Clients and Product Lines Globally / New Country and Managed relationships with strategic partners/ Clients
• Responsible for 500-800 seats in inbound contact centres
• Managed Healthcare, Payroll, and Technical Help Desks, Research oriented businesses
• Management of profit and loss statements, contribution margins, gross margins
• Responsibility for 07Million-dollar budget annually
• Reorganizing / Restructuring the Executive Management and all departments’ structures in India and USA while adopting Knoah’s Best Practices
• Managed Internal departments (Training, Quality, HR, Facilities, Operations, Operations Planning)
• Solution Identification - Process improvement initiatives to add value to clients business
• Thorough time and motion study weed out inefficiencies
• Quality - Pro-Active six sigma initiatives with DMAIC rigor
• Directed design and execution of business transformation initiatives to drive performance, profit optimization and growth opportunities.
• Marketing - represented Company on various corporate forums and industrial conferences and attained Industry recognitions and awards.
• Led development of business operation processes and policies.
• Instituted formal operating procedures and enforced adherence to policies and regulations that impacted bottom-line.
• Partnered with financial and customer operations teams to drive business transactions using customer data and Lean concepts.

Automatic Data Processing, Inc

• (NYSE: ADP), with nearly $8 billion in revenues and over 600,000 clients, is one of the world's largest providers of business outsourcing solutions
• Leveraging more than 55 years of experience, ADP offers the widest range of HR, payroll, tax and benefits administration solutions from a single source
• Firm has its presence in Hyderabad and Pune with over 4000 employees

Job Profile:

• Delivery of a large HRO project – Transitioning and steady state operations
• Transitioned and managed F&A business for ADP UK
• Transitioned and managed various businesses in US Health Care to India and Manila centre of excellence
• Traveled extensively between sites and client locations for business reviews- quarterly, yearly and monthly
• Ramped a team of voice agents with a rigorous training and compliance for PII, PHI AND HIPPA
• Worked with R&D to implement global fixes and emergency releases
• Partnered with vendors and suppliers to effectively manage and budget.
• Planned and resourced personnel and logistics for operations component exercises resulting in highly trained personnel ready to act quickly in critical roles.

• Deloitte & Touche is one of the leading professional service firms that provide assurance, advisory, tax, and management consulting services through nearly 120,000-employee base across the globe
• Firm is dedicated to helping the clients and known as an employer of choice for innovative human resource programs. Firm has its presence in Hyderabad and Mumbai
• Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
• Collaborated with process owners to refine procedures, devise best practices and correct quality audit findings.
• Established and administered annual budget with controls to prevent overages, minimize burn rate and support sustainability objectives.
• The Hyderabad team size is over 6000 employees and

Job Profile:

• Provides response, operational assistance, problem identification and resolution to Deloitte staff, Managers, Partners & vendors in US & India
• Managed two centres of excellence (Technical Help Desk and Benefits Administration)
• Span of control of 200 agents
• A quick ramp up of 2 months to train and deliver on production from 5 agents to 200
• Established a quality function to ensure 100% accuracy of voice and non-voice interactions and transactions
• Developed a digital tracking system to ensure problems/issues are systematically tracked, escalated accordingly and followed-up
• Worked extensively with SME group in Nashville practice office of Deloitte to build a knowledge data base for over 10k issues and solutions
• Established a performance management system for agents and supervisors
• Same system is being used until today

• To provide operational floor management by monitoring service levels, making appropriate decisions, responsible for the daily monitoring of quality and production of the outbound/inbound status group and manual process
• Evaluation of Support Professionals during training and post training and performance manage during production
• Act as a central point of contact to reporting and escalating system issues to technology and CC leadership
• To provide work direction, coaching and support to team members to help them be successful in their positions
• Calling back the customer to ensure customer /caller has received best of the services & if caller is not satisfied, taking a corrective action
• Diffusing the hot situation with the customer by taking over the call control from support professional to ensure the maximum customer satisfaction
• Participate in strategic planning decisions with the CC/leadership team.
• Identified and resolved unauthorized, unsafe or ineffective practices.
• Set, enforced and optimized internal policies to maintain responsiveness to demands.
• Reviewed shift reports to understand current numbers and trends.

• Phone Banking
• Personal / Retail banking
• Forex
• Investment Banking