Business Head of Interaction Analytics, Innovative & Transformation. Manage Speech and Text analytics deployments globally.Leading professional services for organizations across verticals, delivering client satisfaction & financial performance out of a cross-functional global delivery team. Work with client leadership to define strategy for speech and text analytics and deliver high-impact, measurable business results based on analytical findings. Responsible for the… Show more Business Head of Interaction Analytics, Innovative & Transformation. Manage Speech and Text analytics deployments globally.Leading professional services for organizations across verticals, delivering client satisfaction & financial performance out of a cross-functional global delivery team. Work with client leadership to define strategy for speech and text analytics and deliver high-impact, measurable business results based on analytical findings. Responsible for the implementation of digital channel enhancement endeavors, and customer experience (NPS, Sentiment Scores) strategies in collaboration with the end client. Owning technology and analytics roadmap (Omni-channels, speech analytics, Data Science, Business Intelligence, performance management, capacity optimization) Show less

Heading the Service Delivery for Interaction Analytics and Business Intelligence Projects for Nice-Nexidia. Broad expertise across all verticals viz. Telecommunications, Banking, Financial Services, Travel, Healthcare, Utility, Retail, Hospitality, and Aviation, etc. in USA and UK markets.Thought Leader and mentor for multiple Interaction Analytics, Digital Transformation and Business efficiency improvement projects involving Descriptive, Prescriptive and Predictive analytics. Deployed… Show more Heading the Service Delivery for Interaction Analytics and Business Intelligence Projects for Nice-Nexidia. Broad expertise across all verticals viz. Telecommunications, Banking, Financial Services, Travel, Healthcare, Utility, Retail, Hospitality, and Aviation, etc. in USA and UK markets.Thought Leader and mentor for multiple Interaction Analytics, Digital Transformation and Business efficiency improvement projects involving Descriptive, Prescriptive and Predictive analytics. Deployed multiple Project Management frameworks and Customer Success oriented Analytics playbooks across projects. Show less

Managing Contact Centre Operations in a 500+ FTE process. Projects included Top Telecom and Financial Services Organizations in USA. Responsible for Project and People Management.Headed the Process Quality Function and executed multiple Lean Six Sigma projects.