Ananda Kundu

Background

About Ananda Kundu

Actively seeking an assignment in Service Delivery / Client Service / Process Migration & Enhancement servicing with an organization of repute. Profile Overview: An innovative, customer, employee, profit & growth oriented professional with 17 years of call center experience. Demonstrated success in transition, set up, growth & profitability of multiple projects across Health care, Financial Compliance, Technical Support Operations & Telecom Operations of the voice-based & back office outsourcing. Expertise in setting up Service Delivery & Operations, Training & Recruitment procedures, Process Enhancements & Service Transition activities and implementations for BPO Operations. Has been a part of a Successful BOT (Build, Operate & Transfer) Project from Sutherland Global Services to the captive unit of AHM Global Services in Manila. Accomplished executive with proven ability to develop and implement operational strategies in an offshore location and Back Office/Call Center environment that support business and financial objectives with key skills such as solution, staffing, forecasting, scheduling, driving internal & external Net Promoter Scores (NPS), mining existing accounts for growth, Client & People relationship management & Talent for process re-engineering. Exposure of 5 onsite Transition experiences from multiple locations - Virgin media from the UK to New Delhi/Pune in India - 2004 & 2006, UOL from the USA to Kochi in India - 2007, AHM in the USA to Kochi in India - 2008 and to Manila, the Philippines in 2010. Reputation as a change agent with the ability to analyze, devise continuous process improvements & incorporate business process outsourcing initiatives to increase efficiency, streamline operations & decrease aggregate expense with limited resources. Have built & managed large & high performing teams across geographies.