Dominic Powell-|- | LinkedIn Profile
Professional Summary
CRM Management, Sales Strategy Development, KPI Management, ROI Analysis, Sales Team Recruitment, Training and Development, Relationship Management, Contract Negotiations, Executive Presentations, Collaboration with Marketing Teams, Campaign Management, Brand Positioning, Sales Tools Integration, Results-driven, Contact Centre Management with 21 year’s overall experience overseeing customer service and sales across industries like BFSI, Automotive, Online Education, Marketplaces, Jewellery, e-Commerce, Customer Service, Sales and Telecom.
Expert in Six Sigma Green Belt methodologies and PaaS for Customer Support/Service using Power BI.
Led a 2000+ member team across multiple locations, ensuring high customer satisfaction and retention.
Proficient in quality systems design, process improvement, and business transition management.
Experienced in education management, developing admission policies and CRM/ERP integration for universities.
Professional Experience
General Manager - Training & Quality (Pan India / Middle East)
ATPL, Hyderabad | Oct 2022 – Jan 2024
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 & SOWs.
Designed quality dashboards to track customer support KPIs and provided insights to leadership teams.
Managed vendor quality assessments, ensuring standardization and implementation of best practices.
Led global business reviews, improving customer satisfaction and operational metrics.
Manager - BPO & Engagements
SRM University, Amravati | Apr 2018 – July 2022
Managed the end-to-end admission cycle for undergraduate and postgraduate programs.
Led online marketing, email campaigns, and lead tracking for admissions.
Spearheaded CRM & ERP integration, optimizing application management and feedback tracking.
Conducted market analysis to enhance student enrolment strategies.
Freelancer - Remote Survey Analyst
Schneider Electric (Gulf Region) | Mar 2015 - Feb 2016
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, Bangalore | Apr 2014 - Mar 2015
Led cross-functional teams to improve CSAT, quality of service, and training effectiveness.
Developed data-driven solutions to enhance customer interactions and service excellence.
Managed quality control for IDEA Mobiles, ensuring compliance with information security and data protection policies.
Senior Manager - Quality Assurance
Hinduja Global Solutions, Bangalore | Jun 2012 - Mar 2014
Oversaw quality and operational metrics for Eastern India’s Airtel operations.
Optimized call volume, sales strategies, and brand retention metrics.
Led data analysis and process improvement initiatives.
Manager - Training and Quality
Firstsource Solutions, Mumbai | Jul 2003 - May 2012
Managed quality and training programs for new hires and staff.
Developed and conducted technology onboarding and continuous learning workshops.
Provided individualized training and performance evaluations to enhance employee development.
Assisted HR in hiring evaluations and training content improvements.
Skills & Specializations
Process Improvement & Six Sigma (Green Belt)
Customer Service & CRM Integration
PaaS & Power BI for Customer Support
Training & Quality Assurance
Business Transition & Call Centre Operations
Data Analysis & Reporting (Tableau, Excel, Power BI)
Sales & Marketing Strategies
Content Marketing & Email Campaigns
Education
Executive Program for General Management
Indian Institute of Management, Lucknow | Apr 2012 - Apr 2013
Bachelors in Business Administration
Alagappa University, Karaikudi | Apr 2009 - Mar 2012
Post Graduate Diploma in Computer Applications
Bureau of Data Processing Systems, Vijayawada | Apr 1999 - Apr 2003
Certifications
Six Sigma Green Belt | Firstsource Solutions (Apr 2008 - May 2009)
Six Sigma Black Belt (Trained) | Hinduja Global Solutions Ltd.
