- Day-to-day ownership of the operational interface with our client account team to ensure that our helpdesk and Command Center service delivery is meeting Client expectations- Spearhead a 50 member Command Center team, responsible for the performance of 24/7 helpdesk operational activities and Alert monitoring.- Identified top Contributing Job alerts for each Technical teams and suggested to come up with Automation opportunity - Received “Best Manager Award” from Client – FY2024 - Received “Standing Ovation Award” from Tech Mahindra management.-FY2024- Provide timely and effective reports for meetings with key Account stakeholders and manage Account escalations when needed.• Spearhead a team of Data Analysts and Scientists for delivering customer-centric analytics solutions. • Build strong networks with the Account Team and Clients, in order to empower collaborative working and positive outcomes• Drive a culture focused on employee engagement, process efficiency and robust operations• Orchestrate strategic initiatives for business transformation, providing data-driven consultations to Technical teams to improve customer experience.

Leading a large team of Data Analysts and Scientists focused on delivering organizations strategy of Agile, Automation and Advanced Delivery to be competitive in IT Managed Services Industry. Key Roles & Responsibility include:• Build a high performing team of Data Analyst which focus on developing & delivering customer centric analytics solutions. • Build strategies around new business acquisition from existing customers, product lifecycle management, and customer retention.• Lead Business Transformation Strategic Initiative where we provide data driven consulting services to delivery partners for enhancing customer experience.• Set-up Analytics Practice for New Logos signed and focus on delivering service excellence leveraging analytics capability.• Drive Automation First initiative for effective deployment of Automation Playbooks across the US Markets which result in cost savings.• Lead Learning & Skill Development programme for US Analytics team. Continual Improvement process:•Provide operational inputs in CI&T reviews of current process and contribute to the identifications of future ideal state to solve business problems.• Actively engage and communicate effectively with the relevant stakeholders for the assigned portfolio in order to establish trust-based relationships.• Identify, monitor and analyse processes (value stream mapping) for opportunities to improve through the use of CASE principles (Centralize, Automate, Simplify, Eliminate) for the assigned portfolio.• Leads small scale initiatives through disciplined data led measures, accountability, analysis, and discussion of process alternatives to define best practice solutions.• Continuously monitor and evaluate the impact of transformation initiatives and update stakeholders accordingly.• Apply critical and analytical thinking skills to translate complex information into understandable and impactful implementation plans.

Lead RCA Program Manager (Root Cause Analysis)Apr 2016 – Sept 2021Oversaw theme-based initiative program for deployment of predictive analytics practices across accounts in NA region. Key activities and outcomes:• Implementing Agile Methodology, Incident and Change Analysis, Process behaviour analysis, Predictive business insights Project, Incident forecasting project, Work Load mgmt., Predicting Server space project etc.• Drive process improvements (across accounts, pools, and locations) through the Defect Prevention Process• Directing RCA and process standardization across accounts• Conducting statistical analysis on areas of gap affecting quality metrics to ascertain the exact root cause and drive remedial action in collaboration with the SL.• Prepares Process Behaviour Analysis charts & track weekly metrics (KPIs) collaborating with SL Pools to identify root cause and take corrective & Preventive action.• Performs Ticket Quality review to assess the adherence to quality standards in ticket documentation and process adherence.• Leadership and guidance to a team of 8 Delivery Analyst• Initiative resulted in $ savings due to reduction in SLA misses and Change Failures

o Managing day-to-day call center activities, running reports, managing a staff of 30 Tier-1 consultants in providing technical support for the internal Verizon employees, scheduling, queue management.o Manage the implementation of methodologies that continuously improve first call resolution, customer perceptions and foster strong client relationships.o Achieve 95 percent Customer satisfaction rate and reduced wait times by 75 percent while handling over 5,000 calls per week and averaging 1000+ calls daily.o Assess floor operational metrics on a daily basis through various statistical and reporting methodologies. Develop processes to monitor trends based on customer calls, issues, queries and recommend ways to improve the quality of technical service as well as reducing repeat incidents.o To be responsible for attaining SOW Metric targets of the teamo Ensured Service Level Agreements (SLA) were met by effectively managing staff and monitoring open incidents.o Worked to improve SLAs by documenting problem resolutions and making them available for reference.o Actively involve in Daily calls, MBR and QBR with Client to review teams performanceo Ensured VIPs receive the highest level of service by utilizing skill level settings in the ACD system.o Manage the functionality of Technical Trainers and Quality Auditors engaged in process improvement and adherence.o Developed a Contingency Operations Plan to ensure business continuity in the event of facility evacuations.o Participate on all the senior management meetings, put forward suggestions on the improvement, changes and trends.o Participate in Leadership Team & Extended LT meetings, put forth suggestions on the improvement, changes and trends.o Set performance goals and targets for team members.o Conduct performance appraisal to the team memberso Track performance and ensure results are delivered.o Identify and groom key resources to take on additional responsibilities

 Maintain Operational relationships across all departments, acting as POC for the business Support Department on location and providing timely solutions. Review and present possible Cost, Performance and Improvement based Projects to Operational Senior Management Teams To raise the efficiency and therefore reduce cost associated with shrinkage. Analyzing statistical data to define root cause and implementing measures to reduce the inefficiencies Leadership and guidance to a team of 6 Business Support Analysts Provide Operational Status and Efficiency analysis. Provide Ownership, Implementation and Change Management of Operational Projects Escalating issues identified inside of Operations to Business Support Management or other necessary channels as required ensuring Operational issues are handled and resolved in a timely manner where support has been requested. Continual liaison with dotted line reports (GM/Ops/Manager) in theatre, Assisting in AD-Hoc duties such as reporting, analysis, review/recommendations of trend data and implications, where necessary by operations Management or GM. Act as cover to key positions in the Operations team either as direct replacement or as an oversight for short term intervals to ensure that Operational flows are maintained. This does not limit the opportunity or potential to temporary short-term secondments inter-divisionally if required by Operations Management team where resource required does not conflict with all core duties and accountabilities of the role.   Playing a major role in Bid processes. Leading business improvement projects with in house software development team(System Driven Demand Planning Tool, Non Conformance database Supporting a bidding team in analyzing data for preparation of bids of food ration supply contracts for UN missions in Africa (UNAMID, UNMIS, UNSIFA, and MONUSCO).

 Establish and maintain a close working relationship with Vendors and act as the primary point of contact between Verizon and the Essintial (Vendor) for any issue or concern. Be responsible for day-to-day operations of the Vendor service delivery and service support. Identify and lead Vendors’ performance improvements by addressing performance, process and policy gaps, and coordinating the appropriate resources to provide a solution to identified deficiencies. Provide operational expertise from a Verizon point of view for the Vendor’s Operational review meetings, ensure that there is an action plan and an expected timeline for resolution of each issue, and follow up with the Vendor to ensure the issue has been fully resolved. Develop and monitor Corporate and Vendor KPIs to ensure that SLA targets and objectives are met. Role reported to Onsite Director.

 Direct the activities of the Process Excellence team, which involves defining, designing and implementing continuous improvement programs. Enhance process capability from the current base-line through process improvement methodologies Lead and facilitate key organizational initiatives on Process excellence Collaborate with cross-functional teams to share and apply best practices. Develop and implement appropriate metrics, dashboards and systems to sustain gains and promote Process Excellence activity and a continuous improvement culture Conduct process excellence audits periodically (including Transaction Monitoring Audits, etc.,) To be responsible for Data generating, Analyzing and interpreting all reports required for Process improvement, defects detection, performance improvement which includes collecting information from CMIS ticketing tool through various tools like MS-Excel, MS- Access, MS-Word, and MS-Power point. Leadership and guidance to a team of 5 Quality Consultants To Monitor the floor operational metrics on a daily basis and validate the data being provided/generated. To be responsible for attaining Quality scores and CSAT scores of the center, To provide strategic guidance to the Team & Floor for attaining the same by means of training them on usage of quality tools and techniques used to achieve business metrics. To provide feedback to teams, based on the data collected, plan and implement improvement projects for closing the gaps To recognize, encourage, enhance and share quality best practices within assigned project across teams.  To quickly make teams aligned to new changes and expectations from the client, through education, training and special campaigns. To provide inputs to operations to organize special campaigns/events that focus on achievement of quality/performance metricsInteract with third party intermediaries as and when required Role reported to Head, Service Desk

 Ability to perform in adverse situations Troubleshooting skills on desktop and shrink-wrapped applications (MS office, Adobe, etc) Trouble shooting skills on VPN connectivity, Dial up, Wireless Routers Knowledge of Active Directory, Domain Controllers etc Trouble shooting experience using Remote Control tools Working Knowledge Tools like Remedy, Dame ware, Net meeting etc Role reported to Team Manager, Help Desk

 Overall monitoring of calls to assess agents on the call flow, process adherence & providing feedback. Monitor calls as per the prescribed guidelines and as per the schedule. Track individual performance & progress Plan frequency of monitoring for each tech in the team Generate the QA scores and send the consolidated QA score (reports) to the Quality Manager Quality-Team Lead as per the guidelines Train the agents on the parameter where they lack Role reported to Team Lead.

• Handling the customer orders and query, following up with the customers regarding orders.• Responsible for handling selling of products.• Merchandising products from the vendor.• Hosting and organizing landmark shows.• In-charge of International music and Games Section, also playing important role in music helpdesk.• Also taking care of Air play Sections.• Answering customer Queries in mails.

• Giving Demo about the World space Receivers.• Attending the Customer queries regarding the world space Products.• Supervising External Antenna installation