SANGRAM A.

KARMARKAR
Contact: +91-7359879221
E-Mail: [email protected]

Passionate individual with 18+ years of cross-functional experience with reputed multinational companies in
various business aspects like Back-office Operations KPO & BPO (International), Telecom (Domestic) & Consumer
Durables (Customer Service)

Skills

• Effective leader with proven problem solving and analytical ability, dedicated to streamlining operations to
decrease costs and promote organizational efficiency
• Capabilities in undertaking initiatives, optimizing resource, capacity utilization & operational efficiencies to
meet deadlines under pressure
• A dedicated communicator with strong problem solving, analytical and organizational skills
• Mapping business requirements and coordinating with the implementation team for new system
implementation for enhancing the operational efficiency
• Recruitment and Training of newly hired candidates for process readiness

Work History

Senior Process Manager& Process Manager : The Mindlabs Pvt Ltd, Ahmedabad.

Feb’17 – Current

• Managing team of direct employees, overseeing their hiring, training, and professional growth
• Managing UK payroll for 15k+ contractors for weekly and monthly payments
• Qualitative Analysis for Registration of Contractors for Recruitment staffing agencies
• Processing registrations based on the type of documents (PDF, scanned images, Excel files, Word docs, Bulk
import)
• Monitoring of Processed weekly timesheets (50 lakh pounds) of workers in company-based software which
are then imported into Client’s merit software
• Generation of Invoices, Payslips, login credentials for the workers and uploading them to the dedicated
server so that agencies and workers can easily access
• Knowledge of Pension schemes, Tax codes, Student loans, and Attachment of earnings, Child Maintenance
Services, P45 etc on weekly basis and make sure team applies it correctly
• Submitting the FPS weekly and EPS monthly submissions to HMRC (UK government) in form of RTI
• Mentoring and addressing team for process improvements, Concerns, Escalations and process updates to
the team as when required.
• Responsible for Annual Appraisals of team, Key performance Indicators to be shared on monthly basis and
also sending the annual report to management
• Calling HMRC contact centre and registering companies and getting required data and maintain the same
in the database

National Service Senior Executive: Johnson Controls Hitachi Air Conditioning Solutions
(Formerly Hitachi Home and Life Solutions), Ahmedabad.
Jan’15 - Feb’17

• Lead team of 80+ members as Coordinator, monitoring staffing at Call Centre & coordinating with Service
Centres on the work front for quicker resolution
• Managed PAN India Contact Service Centre with co-ordination with respective service centres
• Liaised with other team coordinators; served as the single point of contact for PAN India counterparts to
address & resolve issues related to the customers
• Various check points monitoring like Live Chat, Android App, Scheduling a Call back.
• Handled Customer escalations in co-ordination with Hitachi service centres and assuring
Resolutions on quicker turnaround time
• Monitoring the overall functioning, identifying improvement areas and implementing adequate measures
to maximize customer satisfaction level.

Assistant Manager Operations: Aryan Imaging and Business Consultants Pvt ltd, Ahm.
Jan’12-Jan’15

• Managed 26 offices across Gujarat locations and responsible in managing day to day operations for Idea
Cellular telecom
• Managed a team of 150+ Data Entry Executives, 6 Group Leaders and 12 team leaders.
• Accountable for client coordination and executing client’s designed quality and TAT (Turn Around Time)
expectations
• Analysed work flows and gave valuable inputs, suggestions and solutions to respective teams for customer
satisfaction
• Mentored teams for productivity & quality and ensured that deliverables are met as an individual as well as
a team.
• Setting up the office space with required infrastructure and manpower requirements
• Vendor Management and User access control management for operations team
• Scanning configurations and quality monitoring with FileNet submission tracking on MTD basis

Team Leader & Senior Team Leader: Coforge (Formerly SLK Global BPO Pvt Ltd), Kolhapur
Jul’07-Jan’12

• Monitoring day to day workflow based on the 24/7 schedule for Banking process with achieved quality levels
of 99.9976%
• Maintaining Daily Attendance Reports, Controlling Attrition, Breaks and Absenteeism
• Led a team of 20+ Process Executives, 1 Team Leader, managing and scheduling BCP operations across 2nd
location
• Accountable for monthly, quarterly and annual appraisals of the team, selection of star performer
• Providing Training for the newly joined Team Members Also Re-orientation training programs for Existing
team if they are under performing
• Motivating team members by setting targets and rewarding them on successful Completion by means of
gifts, mementos etc
• User access creation and control for team based on the domain policy, co-ordination with U.S. team if needed
Format editor cum Tech Support: Cbay Systems India Pvt Ltd,Bangalore
Jan’03-Jul’07

• System Administration, configuring email accounts for the team, Hardware Support, Solving Internet
Latency issues
• Data Validation and Verification of documents, Monitoring of work view and co-ordination with the QA
Team, Production Centres for completion within TAT
• Creation, modification of Microsoft word templates required as per the client specifications and getting
them approved by front end personnel
• Maintaining the TAT within deadlines, Interaction and escalation of issues to front end through email and
online support
• Remote accessing Servers located at Front end: Monitoring of Hospital servers, trouble shooting of issues
with definite set of instructions

Academics:

2003 Bachelor of Electronics Engineering from Dr. D.Y. Patil College of Engineering, Kolhapur
(Maharashtra)
1996 Diploma in Industrial Electronics from Board of Technical Educations Mumbai

Personal Details:

Date of Birth: 23rd July 1976