Heading the Intellectual Property Support services initiatives

Managing your IP program is challenging, with so many moving parts. Tracking various IP matters.Maintaining data quality. Perfecting processes.Connecting the right people, at the right time. When it all comes together, some call it synergy. We call it Thomson IP Manager. In today’s continuously evolving IP environment, successfully aligning your business and IP strategies can be your greatest competitive advantage. Thomson IP Manager gives you that power. It helps you achieve better control over your IP portfolio, collaborate with ease and get more time to make strategic decisions. So you can protect and maximize the value of your IP.

I helped the Organization setup IP Support Service | Helped prepare documentations | Services Catalogue | ISO 27001

Achievements• Worked on RFI and Pilot project for one of the biggest mobile manufacturer and acquired business worth 16 FTE’S.• SPOC between the client and the organization for all outsourcing needs.• Lead project from Identifying business opportunity, Migration to Business as usual.• Implemented Paperless Docketing and got efficiency gain of 2 FTE’s and saved 470k INR annually for the organization.• Certified Lead Auditor for ISO 2007:9000 and helped organization achieve the certification.Key DeliverablesOperations Management• Ensuring process KPI’s are met.• Define and regularly re-visiting budgeted time for processing to get efficiency gains.• Defined and Implemented KPI’s for the Team members, Quality Analysts and Team Leaders.• Conducting Skip level meetings to know issues and concerns straight from the floor and coordinating with HR to ensure those are resolved or killed.• Regular analysis of the data using quality tools such as Pareto charts, RCA’s and used FMEA during pilot phase of various projects to mitigate risk.• Promote consistent quality and error-free execution of daily work. Designed and implement operating guidelines and process efficiencies. • Certified Competency Based Interviewer (CBI), responsible for hiring new joinees for the process.Client Management• Making and presenting sales presentations to prospective clients visiting our facility on a regular basis.• Cross and up selling to the existing clients and providing custom based solutions for the pain areas. • Ensuring weekly and Monthly dashboards and adhoc reports for the clients are prepared and sent.• Regularly coordinating with the Client and chairing Daily, Weekly and Monthly client calls on Operations/Staffing/Service Level issues.Team Management

I started my BPO career with EXL as a customer care executive in a Finanace process and than moved to AVIVA Insurance in the pilot batch.Got promoted as a Quality Analyst and was auditing customer service and sales calls for AVIVA motor insurance.Got another promotion as an Assisant Manager for Central payments Team in EXL pune for AVIVA General insurance, was handling a team to clear overdue/Debt payemts to suppliers who had worked on AVIVA's behalf.Achievements• I have been recognized as the Retention Champion for the Year 2006. – With only 1 attrition in the entire year.• I have been recognized as the Trailblazer for the quarter- April 06 to June 06 – Which is the best AM Award.• I have reduced the debt of the suppliers from 22 Million to 5.3 Million Pounds in a period of 9 Months.Key Deliverables  Being a Debt Team Manager I represented Norwich Union to the suppliers. Managed a team of 15 Advisors who were responsible for clearing Debt Payments and answering and making calls to Motor, House Hold and Glass Suppliers. I was responsible for my team’s monthly, half yearly and annual appraisals. I had been to the UK for a month to interact with various suppliers, understand their functioning and provide solutions for easy clearance of Debt. The Key component of my job was to enhance Relationship with the suppliers so that they provide better Customer Service to our policyholders. I liaised with the claims branches of Norwich Union across the UK in order to settle the Debt Payments of the Suppliers. Providing feedback to the suppliers for their Debt Payments in an easy way, which facilitates them to reconcile their accounts. Preparing Incentive Plan for the Process based on Advisors skill set. I coordinated with various interrelated processes to ensure their smooth functioning.

Associated with AVIVA-UK and was responsible for Auditing calls for Quality.Key Deliverables • Was supervising the quality of 2 teams with 20 agents each in Sales.• I was responsible for quality coaching and evaluation, maintaining overall service quality and generating performance and day-end reports for senior management and client.• Training new batches on sales techniques was an added responsibility given by process owner• Identifying training needs for advisors on individual basis and training them.• Created a training module for the new advisors joining the floor to reduce the learning curve.

• To solve queries of customers related to their Mobile Home Accounts with Conseco. (Inbound calls)• Coaching and Counselling, Mentoring was an integral part of my day to day responsibilities• Provide updates to associates