Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
PRADEEP KUMAR

PRADEEP KUMAR

BPO Experienced Enabler
Pasig

Summary

Results-driven leader with forward-thinking approach centered on company success and competitive growth. Demonstrated record of success in building successful teams and managing profitable operations. Determined Business Owner with commitment to excellence and more than 12 years of experience. Effective collaborator promoting delivery excellence and passion for people. Accomplished leader well-versed in assessing risk, developing solutions and implementing positive changes to achieve sustainability and growth in challenging market conditions. Adept at building and strengthening business and customer relationships. Pragmatic professional with solid experience in leadership roles. Adept at implementing strategic business plans, driving growth and improving operations. Skilled in financial management and stakeholder relations. Collaborative and dedicated to building and leading talented and motivated individuals. Persistent leader eager to lead and grow organizations. Skilled in strategic planning, problem-solving, and communication with good understanding of business principles, project management and team leadership. Collaborative with relentless work ethic. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

23
23
years of professional experience
6
6
years of post-secondary education
2
2
Certifications

Work History

CEO

FIDCO
Ortigas
06.2021 - 05.2023
  • Managed partnerships and strategic business relationships by negotiating contract terms and handling conflicts.
  • Developed key operational initiatives to drive and maintain substantial business growth.
  • Cultivated forward-thinking, inclusive, and performance-oriented business culture to lead industry in innovation and push progress.
  • Built productive relationships with industry partners and competitors to support strategic business objectives.
  • Reviewed individual department performance and worked with leadership to improve processes, procedures, and practices.
  • Made large-scale financial decisions and supervised company spending to reduce material losses and maximize profits.
  • Procured and coordinated new resources to achieve sales targets within optimal timeframes.
  • Analyzed and tracked business metrics and made appropriate adjustments to meet supply and demand needs.
  • Negotiated terms of business acquisitions to increase business base and solidify market presence.
  • Identified new revenue generation opportunities to maximize bottom-line profitability.
  • Directed market expansions to propel business forward, meet changing customer needs.
  • Updated business processes, products and team makeups to generate more business opportunities and cater to audience needs.
  • Negotiated with suppliers and delivery workers and ordered materials according to forecasted customer demand.
  • Maintained P&L and shouldered corporate fiscal responsibility.
  • Collaborated with legal, accounting and other professional teams to review and maintain compliance with regulations.
  • Managed financial, operational and human resources to optimize business performance.
  • Directed technological improvements, reducing waste and business bottlenecks.

CEO/Owner

RJ Globus Solutions/Datamatics
Ortigas/Clark
10.2015 - 06.2021
  • Grew the Company from 29 FTEs to 1050 FTEs, $900K to $14.2M Revenue, One site with 180 seats to 4 sites with 1200 seats in a span of 4 years
  • Cultivated forward-thinking, inclusive, and performance-oriented business culture to lead industry in innovation and push progress.
  • Developed key operational initiatives to drive and maintain substantial business growth.
  • Managed partnerships and strategic business relationships by negotiating contract terms and handling conflicts.
  • Built productive relationships with industry partners and competitors to support strategic business objectives.
  • Reviewed individual department performance and worked with leadership to improve processes, procedures, and practices.
  • Made large-scale financial decisions and supervised company spending to reduce material losses and maximize profits.
  • Established foundational processes for business operations.
  • Negotiated terms of business acquisitions to increase business base and solidify market presence.
  • Analyzed and tracked business metrics and made appropriate adjustments to meet supply and demand needs.
  • Coached and guided senior managers to improve employee job satisfaction and achieve higher performance levels.
  • Negotiated with suppliers and delivery workers and ordered materials according to forecasted customer demand.
  • Procured and coordinated new resources to achieve sales targets within optimal timeframes.
  • Engaged positively with staff and leadership colleagues, soliciting and encouraging feedback and collaborative spirit.
  • Identified new revenue generation opportunities to maximize bottom-line profitability.
  • Cultivated forward-thinking, inclusive and performance-driven company culture to lead industry innovations.
  • Implemented strong hiring and training techniques to promote team cohesiveness and streamline overall workflow.
  • Directed market expansions to propel business forward, meet changing customer needs.
  • Updated business processes, products and team makeups to generate more business opportunities and cater to audience needs.
  • Addressed employee and managerial concerns and implemented corrective actions to promote compliance.
  • Maintained P&L and shouldered corporate fiscal responsibility.
  • Communicated business performance, forecasts and strategies to investors and shareholders.
  • Developed innovative sales and marketing strategies to facilitate business expansion.
  • Founded performance- and merit-based evaluation system to assess staff performance.
  • Collaborated with legal, accounting and other professional teams to review and maintain compliance with regulations.
  • Formulated and executed strategic initiatives to improve product offerings.
  • Oversaw business-wide changes to modernize procedures and organization.
  • Created succession plans to provide continuity of operations during leadership transitions.
  • Established and maintained strong relationships with customers, vendors and strategic partners.
  • Managed financial, operational and human resources to optimize business performance.
  • Led recruitment and development of strategic alliances to maximize utilization of existing talent and capabilities.
  • Cultivated company-wide culture of innovation and collaboration.
  • Shaped solutions and approaches by leveraging trends in customer marketplaces and industries.
  • Represented organization at industry conferences and events.
  • Monitored key business risks and established risk management procedures.
  • Initiated strategy to drive company growth and increase market share and profitability.

Sr. Director/COO

OneWorld Connections
Ortigas
01.2011 - 10.2015
  • Drove major change management to stabilize and grow a loss making company
  • Fostered work culture of collaboration and inclusion to increase morale and reduce turnover.
  • Prioritized and allocated valuable resources to meet business targets.
  • Instituted formal operating procedures and enforced adherence to policies and regulations that impacted bottom-line.
  • Directed design and execution of business transformation initiatives to drive performance, profit optimization and growth opportunities.
  • Led development of business operation processes and policies.
  • Met with department supervisors and provided staff support to attain organizational goals.
  • Set strategic plans and SMART goals to strengthen operations and drive growth.
  • Revamped operational plans to refocus staff and align processes with business objectives.
  • Planned and integrated project and program schedules.
  • Managed daily operations while overseeing multiple locations to foster increased productivity.
  • Worked closely with organizational leadership and board of directors to guide operational strategy.
  • Oversaw operations and provided corrective feedback to achieve daily and long-term goals.
  • Formed strategic partnerships and connected with potential clients to drive business development.
  • Drafted and distributed reports to assist board members with critical business decisions.

Entrepreneur / Proprietor

Self Employed
Gurgaon
10.2009 - 12.2010
  • Being an entrepreneur to open a restaurant in Gurgaon, India
  • It was a multi-cuisine restaurant of 100 pax spread across 9260 sq Ft ,With terrace lounge.

Director

AMERICAN EXPRESS PVT. LTD
Gurgaon
10.2008 - 10.2009
  • Workforce Management, Operations & Partner Management
  • SPAN and Functional Vertical included : Workforce Management (Customer Service, US Cards and Travel, Europe-Middle East-Africa) – 34 sites, 3500 employees, handling long term forecasting, short term forecasting, scheduling, off the phone time management, leave management and real time management
  • Operations Management (Customer Service, US Cards) – 3 sites, 550 employees, end to end operation management
  • Spearheading efforts across by handling a team of 35 members (including 4 SDLs, 7 Sr Managers/Managers)
  • Ensuring all successful migration by leading Projects for Inbound phone operations for TSC (Customer Service) Asia Servicing and Travel EMEA
  • Accountable for creating short term and long term strategies for the Departments
  • Responsible for leading a team of SDLs, Sr
  • Managers, Managers, and Analysts in achievement departmental goals for each constituent
  • Involving establishing staffing plans, resource assignment, project management, and appropriate follow through to implementation
  • Dexterous in promoting teamwork and skills development for a group of managers and professionals who work in different geographic locations and support a wide-range of diverse business partner needs and systems
  • Focal role played in strategic planning and decision making with client leadership teams in support of all business initiatives impacting client phone shops
  • Responsible for Overall Operations management for partner sites and SRT (Escalation Gate)
  • Ensure P&L, re-engineering, operations, productivity, customer and employee mertics are met and exceeded
  • Manage the Corporate Audit for Customer Service for India and Philippine Sites
  • Adept in ensuring departmental attainment of Productivity: AHT and Availability & Abandoned rate goals by identifying issues/trends and notifying management accordingly to encourage swift action are taken to achieve goals
  • Achieve established goals for production hours, service levels, & revenue
  • Co-ordinate and analyze operational and service management metrics and reports
  • Responsible for creating and providing functional and operational reports to executive management
  • Creating consistent methods for analyzing and reporting metrics (Including description of trends and meaning)
  • Identifying deficiencies (tools, metrics and reports) and recommending solutions and process improvements
  • Responsible for determining appropriate staff counts for each product group and initiate cross utilization to maximize servicing potentials
  • Providing ongoing BAU maintenance and operational support to all key Service delivery metrics
  • Successfully managing all staff planning activities to meet service level while supporting network
  • Developing and maintaining relationships with all levels of AESC-I management
  • Strategic decision making to ensure new initiatives and BAU processes are integrated without denigrating service level
  • Creation and integration of global BCP plans as well as the execution if and when necessary
  • Dynamically adjust and support strategic changes to the business
  • Also ensuring accuracy on short term and long term forecasting for EMEA markets, scheduling & capacity planning also MIS and IEX support for 31 sites
  • Ensuring propagation and implementation of Six Sigma initiatives within the departments
  • Adept in embedding Six Sigma rigor in day to day activities by reinforcing leader training
  • Providing support creation and execution of Network hiring and Reengineering plan
  • Driving Automation opportunities to reduce cycle time and enhance customer experience by defect elimination
  • Leading a strong and motivated team of Sr Managers, Managers, and analysts to effectively support the Business and its strategies
  • Ensure Process reengineering by elimination of non-value added tasks
  • Dexterous in retain high potential talent across the Departments and work actively towards charting out concrete Career Development programs and paths for the high potential and performing leaders and analysts
  • Ensuring that the budgetary goals are adhered to by monthly review of cost center charge outs
  • Managing WORKFORCE MANAGEMENT Staffing Structure by Define department configuration- Conduct feasibility study on alternative resourcing
  • Manage below-the-line expense reduction
  • Ensuring that Audit/Compliance policy and procedures are adhered to within the department
  • Ensuring successful migrations in the department, ultimately driving rengg
  • $1 M Saves for the Blue Box/American Express
  • Creating leadership bench strength and provide ongoing coaching / feedback and development interventions at identified levels of organization
  • Developing succession plan
  • Implementing and investigating an employee listening post on competitive information.

Service Delivery Leader

American Express Pvt Ltd
Gurgaon
03.2007 - 10.2008
  • Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
  • Observed packing operations to verify conformance to specifications.
  • Gathered, organized and input information into digital database.
  • Helped meet changing demands by recommending improvements to business systems or procedures.
  • Conducted regular reviews of operations and identified areas for improvement.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • Educated staff on organizational mission and goals to help employees achieve success.
  • Created and managed project plans, timelines and budgets.
  • Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
  • Generated reports detailing findings and recommendations.
  • Proved successful working within tight deadlines and a fast-paced environment.

Sr.Manager

American Express Pvt Ltd
Gurgaon
06.2004 - 03.2007
  • Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
  • Evaluated hiring, firing, and promotions requests.
  • Recognized as the Best Employee of the Year for 3 years
  • Hiring, Training, Skill Development and Leadership Development for the team
  • Authored the Leave Policy for the India Operations
  • Collaborated and influenced other peers across global locations to optimize the delivery at India location as well as shared best practices with other sites
  • Established great working relationship with key departments and department heads (HR, Training, Operations, Administration and Senior Leadership) to ensure overall efficiency and consistent improvement in delivery
  • Ensure high employee morale and 100% team retention
  • Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
  • Executed appropriate staffing and budgetary plans to align with business forecasts.
  • Identified cost improvement changes and cost savings plans to increase company savings.
  • Provided strong leadership to enhance team productivity and morale.
  • Held monthly meetings to create business plans and workshops to drive successful business.

Business Analyst - WFM

American Express Pvt Ltd
Gurgaon
02.2002 - 05.2004
  • Key Accomplishments
  • Achieved 500 bps improvement in Customer Satisfaction for the two partner sites at Philippines
  • Resulted in 2000 bps reduction in employee attrition for the partner sites
  • Received the GCSS Centurion Circle Award (awarded to top 1% of the SDN employees across globally)
  • Successfully graduated from the Compass Band 35 Program conducted by Schulich School of Business, York University, Canada
  • Was successful in AHT Reduction of 40 seconds in AESC-I TSC
  • Resulting in saves of $ 1 million
  • Received Six Sigma Green Belt Certification
  • Successful completion of ERAS Audit with best rating across India and Philippines
  • Successfull in the creation and launch of Single Track counseling for operations.

Senior Workforce Analyst

HERO SERVEIT
GURGAON
08.2000 - 02.2002
  • Managed a team of 7 members (including MIS and Dialer)
  • Campaign management in TrueDial and EIC Predictive dialer
  • Developer roster for the team and also coordinated with the operations in making roster for the entire shift
  • Generated and interpreted reports
  • Analyzed and suggested appropriate Manpower planning and Time Management Strategy
  • Was envolved in problem solving, trouble shooting and rectification of errors, which are unique and challenging for a start up International Call Center
  • Key Accomplishments
  • Achieved 100% improvement in sales generation of the company through effective lead management
  • Received various Site level, Team levels, performance excellence awards and recognition & appreciation for display of leadership qualities

Education

Bachelor of Hotel Management & Applied Technology - Management

IHMCTAN
Mumbai India
06.1997 - 05.2000

360 Leadership Training Program -

Schulich School of Business, York University
05.2007 - 11.2007

Bachelor of Arts -

Delhi University
Delhi
06.1997 - 04.2000

Skills

    Financial leadership

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Certification

Core Competencies

Timeline

CEO

FIDCO
06.2021 - 05.2023

CEO/Owner

RJ Globus Solutions/Datamatics
10.2015 - 06.2021

Sr. Director/COO

OneWorld Connections
01.2011 - 10.2015

Entrepreneur / Proprietor

Self Employed
10.2009 - 12.2010

Director

AMERICAN EXPRESS PVT. LTD
10.2008 - 10.2009

360 Leadership Training Program -

Schulich School of Business, York University
05.2007 - 11.2007

Service Delivery Leader

American Express Pvt Ltd
03.2007 - 10.2008

Sr.Manager

American Express Pvt Ltd
06.2004 - 03.2007

Business Analyst - WFM

American Express Pvt Ltd
02.2002 - 05.2004

Senior Workforce Analyst

HERO SERVEIT
08.2000 - 02.2002

Bachelor of Hotel Management & Applied Technology - Management

IHMCTAN
06.1997 - 05.2000

Bachelor of Arts -

Delhi University
06.1997 - 04.2000
PRADEEP KUMARBPO Experienced Enabler