Sagar Patel

• Responsible for account development and management carving out GCC portfolio and develop go-to-market strategy
• Grew the portfolio from $3M to $11M+ improving GM by 6.5%, adding 3 new logos bringing in additional 1M+, managing a team of 300+ members and P&L of USD$ 11M
• Increased Client satisfaction to 9.8 and Member satisfaction to 9.72
• Managed ramp-down from 180 to 30 members owing to Covid-19 impact
• Rebuilt the team size to 140+ within a year.

• BPS: Built a CoE (~400 FTE) adding key functions in APAC
• Lead BPS transformation building end-to-end strategy and governance across Migrations, Delivery, Training, Re-engineering, Risk & Control framework
• Initiated journey on RPA in 2014
• RPA – BOTS implementation (AP, AR, FBS) saved 60%+ efforts and increased accuracy to ~100%
• Set-up
• Innovation centre and inculcate Innovation culture in the organization
• Member satisfaction of the integrated team – 9.3 from 7.8 in 20 months
• CSAP increased from 5.6 to 9.5
• One among 12 leaders selected for first of its kind Leadership
• Acceleration Program (LAP), assimilated learnings in prestigious institutions (ISB, IIMA, IIMB)

• Lead the integration of CGI and Logica BPS organizations, Institutionalized synergies for OPOP (One Platform One Process) driving cost-savings from 360 to 215 FTEs.
• Implemented and developed operational standards, policies and procedures.

• Developed a TOM for “FluLine” (Swineflu) defining service delivery model, built Vanguard model for deployment of acquired contact-centre seats (~8000 seats) by defining Governance structure and Operational Life Cycle
• Developed frameworks for Outsourcing Advisory Services - Opportunity feasibility assessment, TOM design, Organization &
• KPI design, Pricing/ chargeback model design, Transition strategy, Implementation roadmap for retained organization & GCCs.
• Conducted thorough reviews of operations to devise and deploy improvement strategies.

• SMT member and Head of Shared Services
• Increased revenue from 6M to 9M
• Drove “Back- to-Basics” program along with Six-sigma initiatives to increase conversion by average 4% across product lines, reduce absenteeism by 3% and attrition by 6%
• Set-up “Shared-Services MFE” collaboration portal for 4 centres
• Managed ramp-down from 600 to 20 FTE within 6 months owing to Sub-prime crisis
• Led multiple site-level initiatives related to Member engagement & Site improvisations.

• Set-up DP CoE for Europe and USA (50 FTE) and integrated Analytics team (40 FTE)
• Transitioned processes in multiple languages (German, French, Swedish etc.) siprdoxygen@gmail.com (+91) 99004 99613
• Bengaluru

• Planning: Transitioned processes from across the globe (~400 FTE) and set-up new sites (Processes and Contact-centres) in India and Sri Lanka
• Led and mentored AMTs to Transition Managers and coached multiple PEs to grow into AMTs and Managers
• Pre-empted transition-related issues and creating effective solutions to resolve them swiftly.

• Training: Help transition multiple processes and train multiple PEs (200+ FTE) on various processes.

• Delivered customer delight across multiple channels of CC
• Excellent retention rate
• Kept key KPIs (FCR, CSAT, AHT, ESAT, ServQual, Attrition) under the targets
• Top-Topics” provided proactive reach and resolution surprising customers pleasantly

II. Customer Care Executive | Tata Cellular Hyderabad

link-man between TCL & customers, resolving queries with efficiency, building strong relationship with customers and generating trust with an open and interactive communication.

• Drove Customer-First approach with the Dealer network and at Hub organization helping in client retention and cross-selling / up-selling other products
• I won “Jaldi-50” in South-region selling 50 Jumbo-boxes in a month.

• Deliver exceptional customer experience to individual clients in the circle.

• With perseverance and adapting my ways to connect with the client, I was able to develop a niche-market for
• Motorola two-way radios
• Named “Steel-King” for my sales figures and relation with the clients in the industry.