1. Vaibhav R Kadam
Phone:+919881133387
Email:vaibhavkad@gmail.com
Professional Summary
9+ years of overall experience of Operational, Analyst experience in ITO & BPO service industry.
Work experience spanning different applications/systems, multiple domains like Retail, Telecom and
Service desk across Front Office, Middle Office and Back Office operations.
ITO experience involves working with CompuCom CSI Systems Pvt Ltd on the service desk front
involving ticket generation for IT Hardware related issues.
Work experience of Business Supportwith implementation ofITIL framework,experience planning,
developing and implementing new projects, procedures etc.
Objective:
Be proactive,open to challenges, and employ all the knowledge and skills for contributing to the successof the
organization as well as forpersonal growth.
Qualifications:
Degree and Date Institute Major and Specialization
PGDBA (2011-2013) Symbiosis Centre for Distance
Learning
Operations Management(66.38%)
Bachelor of Science (2003-2006) H.V Desai College (Pune University) Chemistry(72.2%)
Class XII (2001-2003) ASDB Dadawala Junior College Secured 48.67% marks.
Class X Abasaheb Atre English School Secured 58.5% marks.
Technical Skills/Certifications:
1) ITIL v3 Foundation
2) Customer Service 100 Training
3) Certificate Course in Computer Operations
Experience Summary:
1) CompuCom CSI Systems Pvt Ltd, Pune: (October 2009 to till date)
Joined Tech Mahindra (September 2009) where I worked for CompuCom as an outsourced project. Under the
Build, operate and transfer contract CompuCom established itself as an independent organization in India on
1st July 2010.
Operations Team Lead (July 2015 to till date)
 Reporting supervisor for 20 people supporting multiple projects like Microsoft, Starbucks, Credit Suisse and
SunTrust banks across US and Canada.
 SLA Management.
 Monitoring work load and delegation of the same.
 Daily, weekly and monthly reports related to productivity, quality, attendance and escalations.
 Maintain attendance and monthly schedule.
 Escalations review and reduction.
 Refresher training for the team.

2.  Conflict management.
 Schedule management.
 Team meetings/huddle and stand up meetings on a daily basis.
 Perform quality audits and provide feedback.
 Liaise between associates and onshore management.
 Attend weekly and monthly calls with onshore management.
 Motivate team to outperform and improve efficiency.
 Floor support.
 Act as backup for Operations manager when he/she is on leave.
 Find out process gaps and suggest remedies for the same.
 Improve turnaround time and contribute towards overall process improvement.
 Suggest changes in KRA to help team improve their performance.
 Be accountable for anything good/bad/ugly happening with the team.
Service Desk Analyst (August 2014 to July 2015)
 Service desk analyst is a Level 3 position with CompuCom equivalent to a Team Lead.
 Post this promotion I was given a team of 10 people supporting 2 clients in the US to report to me.
 Handled the Transition of Work being a pilot batch.
 Trained the team on client tools and ensure all updates are shared.
 Prepare their schedule to ensure 24x7 coverage, maintain their attendance and productivity tracker.
 Ensure the turnaround time and all SLAs are met.
 Attend weekly/bi weekly clientcalls and weekly operations review and share team’s status with the management.
 On-boarding of new associates and conduct their assessment post process training.
 Prepare team’s monthlystacks based on their KRAs and share reportwith managementfor monthly variable pay
rollout.
Subject Matter Expert(August 2011 to August 2014)
 Working for IT helpdesk for US and Canada based Customers;
 Perform quality audits.
 Identify problem areas, loop holes in procedures and work on them.
 Help under performers improve.
 Create, monitor and Dispatch Tickets for US and Canada based Customers;
 Make sure that the SLA is met and issue is resolved in stipulated time;
 Giving floor support.
 Cascade and keep a track of important updates. Make sure the team implements them.
 Reduce escalations.
2) Infosys, Pune (Sr Executive Dec 2006 to Sep 2009)
 I had joined Infosys on 4th December 2006 as a Process Executive in the team Butlin II for client British Telecom
later called Private Circuit Repair i.e., PCR (BT Operate).
 In my tenure with Infosys I have taken care of multiple roles on floor. I have been a quality SPOC for my team for a
few months.
 I have been a full time floor support for PCR in solving queries on calls, cascading updates etc.
 Have trained new Joinees on my process and help them hit the floor sooner.
 Have been a top performer for almost all the months. Have always made myself updated with 100% process
knowledge & met all my KRA’s. Have received 19 ramp awards till date for all the above-mentioned activities.
 Have been a winner in the Idea Lab contestheld in BT (off shore) where all the agents suggested ideas to make their
process better, reduce turnaround time etc.
 I have been certified in the Infosys BPO’s Domain Training certification for telecom and customer Service training.
 In April 2009 I joined Global Data Management (GDM) for Procter and Gamble for Europe,Middle East and Africa
(EMEA) and received my first ramp award in P & G for being the top performer with 100% accuracy in June 2009.
Languages:
English (fluent) Hindi (fluent) Marathi (Mother Tongue)
Activities & Interests:
 Listening to music
 Surfing on the internet
 Playing Guitar