• Implementation Project Planning: Developing and executing comprehensive project plans tailored to customer needs, ensuring alignment with business objectives and product capabilities.• Stakeholder Management: Facilitating effective communication and coordination among customer stakeholders and internal teams, addressing requirements and concerns throughout the implementation process.• Deployment Support: Guiding customers through all phases of the implementation, including process configuration, feature demonstrations, and user setup, ensuring a smooth transition.• Cross-Functional Liaison: Acting as a key intermediary between customers and various internal groups (Technical Support, Sales, Engineering, Product Management) to ensure successful project execution and resource management.

• SaaS Solution Deployment – US Sales Tax: Led the deployment of a complex US sales tax processing solution, configuring settings based on client operations across various states, product lines, and ecommerce platforms.• SaaS Solution Implementation - Procurement: Managed services for ARCAT, a SaaS-based procurement software provider, enhancing client acquisition and ensuring seamless implementation and adoption of the product.• Solution Development: Led the deployment of B2B subscription renewal bots using Google Cloud Platform and DialogFlow, driving operational efficiency and client satisfaction.• Customer Relationship Management: Built and maintained strong relationships with key clients including Oracle, NASA Tech Briefs, Dun and Bradstreet, Crain Communications, BNP Media, and Stamats. Ensured client satisfaction through proactive engagement and strategic consulting.• Revenue Growth: Directed business units generating $3 million annually, driving profitability through strategic initiatives and service diversification.• Project Management: Oversaw IT migration projects, including the transition from legacy dialers to VICI Cloud-based dialers, improving data processing and operational practices.• IT-Ops and Process Improvement: Oversaw IT operations and process improvement activities, optimizing business and technical workflows

• Software Application Management: Led end-to-end software application management, ensuring alignment with user needs and overseeing development, QAT/UAT, and release processes.• Data-As-A-Service Solution: Developed and launched Lester's Data as a Service offering and application support for educational clients, driving innovation and business growth.• Application Support for Education Sector: Rolled out application support for student fundraising projects for clients like Thomas Edison State University, Manhattan College, University of Maryland School of Dentistry, and Columbia University.• Strategic Consulting: Consulted with clients to strategize and achieve lead generation goals, utilizing data analysis and hypothesis testing to optimize performance.• Operational Leadership: Directed daily operations and delivery on strategic and operational plans, ensuring efficiency and continuous improvement.• Process Optimization: Managed a centralized process repository, improving operational efficiency and reducing complexities.• Cost Savings: Led the transition from hosted remote access software to an on-premises solution, saving nearly $100K annually.• Opportunity Identification: Led projects and data analysis to identify and capitalize on business improvement opportunities.

• L&D Department Setup: Established the Learning and Development department, piloting new initiatives to ensure they reached steady state before handover to operations.• Stakeholder Collaboration: Worked closely with stakeholders to develop solutions supporting the organization’s strategic goals and business requirements.• Process Optimization: Developed skip-logic-based knowledge bases, significantly reducing Average Handling Time (AHT) on calls and enhancing operational efficiency.• Performance Reporting: Prepared performance reports and scorecards reflecting the quality and impact of new initiatives

• Training Team Setup: Established an in-house training team for the GuruAid.com project, ensuring comprehensive coverage of new-hire, refresher, and internal training needs.• Training Delivery: Managed the delivery of training programs, creating structured plans, content, and trainer notes to facilitate effective learning.• Holistic Solutions: Developed holistic training solutions utilizing diverse processes, techniques, and tools, including diagnostics, assessments, coaching, and strategic talent investments.• E-Learning Implementation: Successfully implemented e-learning initiatives using open-source E-Front LMS, enhancing training accessibility and effectiveness.• Needs Assessment: Conducted training needs assessments, devised training plans, and managed training budgets to ensure optimal resource allocation.• Performance Tracking: Collected feedback and tracked trainee performance to measure training effectiveness and trainer performance.• Hiring Participation: Played a key role in the new hire process, ensuring the selection of suitable candidates.• Training Audits: Conducted training session audits and prepared trainer scorecards to maintain high training standards.

• Project Conceptualization: Contributed to the core team that conceptualized and implemented the GuruAid.com remote tech support solution.• Customer Interaction Training: Initiated customer-facing interactions and trained teams for the stage two implementation of the process.• Content Creation: Developed training content and delivered training sessions to ensure team readiness.• Process Improvement: Implemented chargeback tracking and response mechanisms to enhance process efficiency

• Automation Solution Implementation: Played a key role in conceptualizing and implementing the IndiaCareerPortal automation solution for colleges across India.• Customer Interaction Training: Led customer-facing interactions and trained teams for the stage two implementation of the process.• Team Management: Managed three teams (Sales, Execution, and Implementation) comprising over 25 representatives.• Operational Oversight: Ensured the smooth functioning of a network of over 1300 college websites across India.• Content Creation: Developed newsletters, standard communication emails, materials, and letters to enhance stakeholder communication.• Privacy Practices: Oversaw the organization's privacy practices, achieving eTrust certification.

• Client Management: Managed interactions with Register.com to understand client expectations and ensure SLA compliance.• Process Reviews: Conducted regular process reviews to verify SLA adherence and identify improvement opportunities.• Staffing Forecasting: Reviewed staffing requirements and forecasted hiring needs to maintain operational efficiency.• Escalation Handling: Managed important and escalation calls to ensure timely and satisfactory resolution of issues.• Reporting: Prepared and submitted MIS/production reports for client billing purposes.• Quality Audits: Conducted internal audits to meet quality objectives and maintain ISO 9001:2000 certification.• Customer Service Strategies: Developed and managed proactive customer service strategies, resulting in a loyal and highly satisfied customer base.

• Client Interaction: Managed client interactions for Register.com, ensuring clear understanding and fulfillment of client expectations.• Team Management: Co-led a team of 15 agents, focusing on production and quality assurance.• Mentorship: Mentored and guided team members to foster proper completion of assigned duties and enhance performance.• Process Improvement: Attended calibration calls to understand client expectations and implement process improvement plans.

• Quality Monitoring: Monitored the quality of customer interactions, language usage, and resolution effectiveness via email and chat.• Agent Feedback and Coaching: Provided constructive feedback and coaching to agents to improve their performance.• Performance Tracking: Created and maintained individual profiles for 10 agents to track performance improvements.• Customer Satisfaction Improvement: Identified areas for improvement to enhance customer satisfaction.

• Client - Register.com• Technical Support: Provided technical support to Register.com customers via email and chat, facilitating domain registration, hosting account setup, and email account configuration.• Sales Enhancement: Increased sales by identifying customer requirements and recommending suitable products and services.