Ashish N.

Managing a team of 1000+ employees serving Retail, Telco, NBFC, and OEM clients across US, Canada & ANZ locations. Operating P&L of over $15 million in revenue with 64% GM and 36% annual attrition

Recruited as a key Executive within leadership team. Leading a team of 1000+ employees in different locations serving customers from US, Canada, UK, ANZ and Philippines for one of the largest OEMs in the world. Accountable for P&L of over $15 million in revenues, 58% GM and 4% attrition. Margin and Growth ♦ Met primary KPI of CSAT in the first month and then exceeded goals till date ♦ Optimized GMs and boosted profitability of $20M budget by closely managing all KPIs and translating deliverables into revenues and controlling cost ♦ Improved client desirability quotient for Sitel from detractor to promotor ♦ 15% improvement in overall KPIs, 60% of them exceeding goals ♦ Saved the company $0.1 M in call-handling time by implementing cross skilling and improving efficiency and reducing training cost ♦ Increased first-contact conflict resolution rate by 17% through integration of agent resources. Monitored and enforced support team compliance with a 48-hour resolution requirement to ensure all escalations were resolved promptly, reducing open-case time by more than 55%. Internal innovations ♦ Agent skill mapping to create exact pool for roles ♦ Talking lab ♦ Reduce training time, cost and faster turnaround time ♦ Knowledgebase and Video library ♦ Cross client introduction to increase revenue growth

Lead Western region for Thomas Cook India. Converted a Cost Center to Profit Center and generated INR 2.6 Million in annual revenues from Visa, Immigrations and Niche Business from Internal, Corporate and External clients. Sustain relationships with Consulates and Corporates. • Re-engineered the e-Biz and Corporate Travel business which helped increase revenues by 300% within 3 months • Halted a 3-year decline in revenues by increasing cash flow, zeroing recoverable and growing sales by 40% • Reduced operating cost by increasing productivity, focusing on skill-set, reducing overheads, better vendor management, recycling, better MIS - saving nearly 9.5 million in annual recruiting and labor training costs • On-boarded new Corporates like Barclays, Accenture, AtoS, Expedia, Arvind Mills, JSW Steel which added 58% increase in revenues • Directed development of Visa Tracker and Knowledge Center- enabling Thomas Cook to increase cash generation through online and also help Corporates reduce the turnaround time • Improved growth through sale (White Label) of Knowledge Center to online big wigs like Expedia Achievements - TCVSIL-West was the best of breed region consistently with best DSO as per the contracts - Reduced dependency on Internal customers reduced from 92% to 60% - Re-Modeled existing support structure to provide complete end to end service- which helped transfer of complete revenue against the previous 25% revenue - Introduced new revenue stream from white label - Increased Retail sales conversions by 200% by introducing new stream from JustDial Services & Expedia - Added visas to Thomas Cook portal- already seen a 30% increase in retail requests during the 2 months trial run - Awarded the best Regional Head among Indian, Mauritius and Sri Lankan operations for outstanding performance for 4 consecutive years

Senior Manager, Operations ♦ Lead a team of 220 employees supporting one of the largest ISPs in Canada. Responsible for P&L of $2.4 million revenues and 58% GMs ♦ Re-engineered tier pricing which helped reduce refunds by 8% Achievements ​- Delivered 58% Gross Margins annually for the site, profitable than comparable operation ​- 150% growth in headcount ​​​ ​- Added new Lines of Business ​- 17% improvement in resolution rates ​- Awarded Best Operations Manager in Asia Pacific Region ​- Best Operating Partner (among 18 vendors both onshore and offshore) consistently since Q1, FY08 better than onshore

• Orchestrated various project teams in improving business processes and ensuring optimum performance • Implemented Customer Relations team in Delhi- Saw 17% reduction in Executive Escalations • 3 minutes reduction in AHT and 10% improvement in resolution through use of appropriate improved troubleshooting methods, DSN Usage, timely personnel training • Developed and implemented strategies for improving customer experience which saw 130% increase in scores to 78% • Contributed to exponential company growth by ensuring that all KPIs exceeded requirements and cost came in significantly under budget • Championed “Be The Reason” in improving Customer Experience by 130% through improved quality of Ownership across UK and India Achievements - Awarded with Paul Bell (VP Customer Experience) award for overall performance- 2006 - Star of the Quarter Q2, FY’08 - Best Performer of the Year 2007 - Completed all projects on time – Improve CE by 15%, Improve Resolve Rate by 10%, transitioning Dimension, Inspiron, Email Support and CR from Bangalore - Best Process Improvement Engineer for two consecutive quarters – improved Ri1 by 12% - Best Team Manager consistently across all the quarters - Best Tell Dell scores (100%) and consistently in Champions Quadrant - (80%-100%) - Best of Breed in Q4’06 across all Dell Tech Support Operations world-wide - Part of the Green Belt Project Team for Reducing Executive Escalations– The recommendations suggested helped in reducing the Executive Escalations from 82 to 12 and gave a savings of $4 millions-was awarded Yellow Belt for the same project