Professional Synopsis As an Associate Vice President - Operations of Firstsource Advantage LLC, I manage BFSI Outsourcing and Customer Service contact centers in Colorado Springs, Mexico and India, generating over $25M in top-line revenues. Reporting to CEO, I play critical role in driving and delivering best in class Account Receivable, Customer services and Tech support services, make business decisions to improve profit margins and account management.
Hi, I’m
AVNISH KAPOOR
Denver,CO
Summary
Overview
21
years of professional experience
Work History
Firstsource Advantage LLC
Assistant Vice President
08.2008 - Current
Job overview
- Business Strategy
- Formulating and implementing business strategy for multiple clients which includes some of the top US Banks,
- Lenders, Credit Card issuers, Fin Techs and Internet and cable services
- Heading the Colorado Springs site with 400+FTE’s and manage outsourcing business from India and Mexico locations
- Developing and executing business strategies for increased market share and profitability
- Planning, developing and executing the Business Road Map in conjunction with the cross‐functional teams –
- Finance, Training, Quality, Client Relations and Compliance
- Conducting competitor analysis by keeping abreast of trends & competitor moves
- Proactively recognizing trends and conducting SWOT analysis to devise and formulate a Road Map for the future
- Focus on evolving our reporting/analytics to better capture the changing environment and take proactive steps
- Successfully managed cross functional team through several system modification and increased workload without additional staff by continuously re-evaluation process and cross training teams
- Attended weekly meetings and special sessions of Leadership and Executive Leadership Teams and contributed to major administrative initiatives, policies and decisions
- Cost and Revenue Management
- Managing effective Business margins for site and portfolios
- Develop budgets and strategic plans for day-to-day operations
- Developed forecasting tools to analyze revenue variances, business pipeline and industry trends
- Executed core financial processes, including new client/vendor setup,
- Improve profitability by reducing revenue leakage and creating smarter business strategies to improve ROI
- Reviewed, identified, updated and prioritized strategic initiatives to provide comprehensive support to senior leadership
- Client Relationship & Portfolio Management
- Played a pivotal role in setting, stabilizing and ramping up key projects and onboarding new clients
- Enhancing partnership with the clients and providing key support to improve their portfolio performance
- Creating and implementing action plans to meet changing client requirements
- Organize and participate in Daily/Weekly/Monthly/Quarterly Reviews
- Co-originating with the clients on a regular basis to scout business opportunities to enter newer segments
- Preparing for the client internal & external audits, ensuring that the organization meets the client needs
- Played pivotal role in On-boarding/migrating new clients in different locations and setting up the process from scratch.
Zenta Pvt. Ltd
Operations Manager
08.2001 - 08.2008
Job overview
- Operations Management
- Managing an Account Receivable portfolio for one of the top credit card issuer in US
- Increased revenue and maintained a healthy revenue per FTE
- Set up systems for monitoring & reporting the effectiveness of collections activities
- Scheduled effective Dialer Campaigns in order to enhance Cash Liquidations Ratios by ensuring penetration of
- Accounts at different time zones to increase contact rate
- Reviewed dialer and IVR related activities and suggested areas of improvement
- Team Management
- Started with managing a team of 10-15 employees and moved up to leading a team of 150 plus employees
- Was responsible for developing and coaching employees
- Managed attrition and absenteeism by creating a healthy and competitive environment on the floor
- Developed profit oriented incentive plans for employees and managers
- Achievements:
- Improved revenue per FTE from $2400 in December 2007 to $3200 in June 2008
- Ranked amongst Top 3 out of 15 competitors in June 2008,
- Top collector for NCO portfolio
- Promoted to Team leader, Asst
- Manager and Manager within a short time span
Education
Indian Institute of Management
Executive General Management Program from Operations Management
2014
University Overview
Mumbai University
Bachelor of Commerce
2002
University Overview
Skills
- Business Development
- Department Oversight
- Business Leadership
- Portfolio Management
- Strategic Planning
- Policy Compliance
- Revenue Cycle Management
- Revenue Growth
- Operational Efficiency
- Partnerships and Affiliations
Quote
Innovation distinguishes between a leader and a follower.
Timeline
Assistant Vice President
Firstsource Advantage LLC
08.2008 - Current
Operations Manager
Zenta Pvt. Ltd
08.2001 - 08.2008
Indian Institute of Management
Executive General Management Program from Operations Management
Mumbai University
Bachelor of Commerce
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