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Dominic Powell

@dominicpowell

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Results-driven General Manager with expertise in quality and training.

India

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What I'm looking for

I am looking for a role that values quality improvement, team leadership, and customer satisfaction.

I am a results-driven General Manager with over 21 years of experience, including 5+ years specifically in Training, Quality, and Transition management. My career has spanned various industries such as BFSI, Automotive, Online Education, and e-Commerce, where I have successfully overseen customer service and sales quality for 17 businesses and 88 sub-lines. I am passionate about optimizing customer support operations and ensuring high customer satisfaction through effective quality programs and training enhancements.

Throughout my career, I have led a diverse team of over 2000 members across multiple locations, focusing on process improvement and business transition management. My expertise in Six Sigma Green Belt methodologies and PaaS for Customer Support has allowed me to design quality dashboards and track key performance indicators, providing valuable insights to leadership teams. I thrive on collaborating with stakeholders to define Service Level Agreements and integrate quality measures into contracts, ensuring operational excellence.

I am eager to leverage my extensive experience in quality assurance and training to drive impactful results in a dynamic organization. My commitment to continuous improvement and data-driven decision-making has consistently led to enhanced customer interactions and service excellence.

Experience

Work history, roles, and key accomplishments

General Manager - Training & Quality

ATPL

Oct 2022 - Jan 2024 (1 year 3 months)

Developed and implemented quality programs, training enhancements, and SOP improvements to optimize customer support operations. Partnered with stakeholders to define Service Level Agreements (SLAs) and integrate quality measures into contracts and SOWs.

Program Quality Customer Support Operations SLA

Manager - BPO & Engagements

SRM University

Apr 2018 - Jul 2022 (4 years 3 months)

Managed the end-to-end admission cycle for undergraduate and postgraduate programs. Spearheaded CRM & ERP integration, optimizing application management and feedback tracking.

Online Marketing CRM ERP Integration Market Analysis

Freelancer - Remote Survey Analyst

Schneider Electric

Mar 2015 - Feb 2016 (11 months)

Conducted remote surveys on wiring and trip-off systems using Net Promoter Score (NPS) methodology. Collected and analysed distributor feedback to drive product and service improvements.

Manager - Transaction Quality

Minacs

Apr 2014 - Mar 2015 (11 months)

Led cross-functional teams to improve CSAT, quality of service, and training effectiveness. Managed quality control for IDEA Mobiles, ensuring compliance with information security and data protection policies.

CSAT Training Effectiveness Quality Control Data Protection

Senior Manager - Quality Assurance

Hinduja Global Solutions

Jun 2012 - Mar 2014 (1 year 9 months)

Oversaw quality and operational metrics for Eastern India’s Airtel operations. Optimized call volume, sales strategies, and brand retention metrics.

Quality Assurance Sales Strategies Process Improvement

Manager - Training and Quality

Firstsource Solutions

Jul 2003 - May 2012 (8 years 10 months)

Managed quality and training programs for new hires and staff. Developed and conducted technology onboarding and continuous learning workshops.

Quality Management Training Onboarding

Education

Degrees, certifications, and relevant coursework

Indian Institute of Management, Lucknow

Executive Program for General Management, General Management

Completed an executive program focusing on general management principles and practices. Gained insights into strategic leadership, organizational behavior, and business operations.

Alagappa University, Karaikudi

Bachelors in Business Administration, Business Administration

Studied core business administration concepts, including management, marketing, finance, and human resources. Developed a foundational understanding of business operations and strategic decision-making.

Bureau of Data Processing Systems, Vijayawada

Post Graduate Diploma, Computer Applications

Completed a post-graduate diploma in computer applications, focusing on fundamental computing principles and software applications. Gained practical skills in data processing and system management.