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Amit Tandon

  • Gurgaon, Haryana, India
  • Business Process Improvement, Performance Management
Profile Snapshot
Amit is based out of Gurgaon & has studied Commerce, B.Com-Bachelor of Commerce from Year 2001-2004 in , University of Lucknow.
Amit Tandon is Skilled in Business Process Improvement, Performance Management, People Management and other talents.
My Story
A competent professional with 11 years of experience in the Operations team for various Banking Organizations, specializing in their Credit card, Deposit account and Credit bureau domains. Have gathered experience and exposure to Team Management and Training, and have had the chance to run successful business process operations by creating, managing and leading successful teams. Acquired expertise in both voice and back office environments of financial processes, with a proven ability to achieve
Professional Path
Assistant Manager
Bank of America
Full Time Feb-2011 To present (14 years 6 months)
Responsibilities
  • People & Performance management of a team of 32 people including supervisors
Achievements
  • Green Belt Certified
Team Leader Operations
Customer Care Bank of America
Full Time Aug-2008 To Feb-2011 (2 years 6 months)
Responsibilities
  • Manage a team of approx 12 front line associates for a financial process

    • Drive performance and achievement of overall targets on a daily, weekly & monthly basis in adherence to the CTQs defined by the Line of Business
    • Ensure 100% delivery on all metrics / KPIs (CSAT, FCR, Quality and AHT)
    • Perform Quality Audits for the team and provide feedback in an effort to enhance performance
Achievements
  • • Silver Certified on Managing Performance Variation
    • Recognized for successful implementation of 2 competitions which improved CSAT scores by 5%
    • Recognized for being an active part of the Associate Satisfaction & Employee Engagement Team
Team Leader Operations
Full Time Dec-2007 To Aug-2008 (8 months)
Responsibilities
  • Manage and lead a team of 20 associates. Responsible for all day-to-day operations, employee motivation & retention, SLA delivery, high transaction quality, high work ethics and integrity.
Achievements
  • • Bagged the best team award for 3 months in a row
    • No Attrition in the team for complete tenure of 8 months
Process Trainer
Customer Care
Full Time May-2004 To Dec-2007 (3 years 7 months)
Responsibilities
  • I was responsible for a batch of 16 - 22 trainees, to train them on process & prepare them for the production floor.
    • Impart process training to new hires
    • Maintain data (attendance, performance etc.) of the trainees
    • Coordinate with client to get Login ID’s created for the trainees
    • Monitor calls for the trainees in the class
    • Delivering modules in class
    • Identify area of opportunities for the trainees & give feedback on how to improve
    • Prepare graduation report for the batch
    • Assist training manager in management reports and training plans
    • Conduct change trainings on production floor for updates in the process
Achievements
  • • Promoted as an In-Team Trainer on 22nd June 2007
    • Promoted as a TSP (Training Service Professional)
    • Awarded with Citi Catalyst award received from Ms. Trisha Sharma (OM) for exemplary display of leadership skills displayed while handling team in absence of UM
    • Nominated for 100% C-SAT club for my outstanding display of Customer Satisfaction on calls
    • Awarded with ‘You Make the Difference’ (Outstanding Performance) award in September 2005
    • Represented the team in focus group with client and managers
    • Recognized for communication and accuracy scores and unparallel client satisfaction

» 1 Project

Six Sigma Green Belt Project on repeat contact reduction
Assistant Manager at Bank of America
Apr-2014 to Jan-2015
I completed a Six Sigma Green belt project on reducing the repeat contacts for the process by identifying the root causes and implementing various procedural & technical changes/fixes, by liaisoning with the Line of Business and technology partners.
Qualifications
Bachelor of Commerce, Commerce
, University of Lucknow
2001-2004
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