Governance of NVOC Operations of JIO Fiber customer serviceEnsuring SLA adherence on Monthly BasisDaily/Weekly/Monthly review of the NVOC Operations TeamTo reduce cost to serve, through improved self-serve opportunity & Reduce repeat contacts through process redesign and workforce empowermentAnticipate volume fluctuations and sign off staffing plans at the centerVolume reduction by promoting Self Care Modes like Chat bot, WhatsApp Bot, How to Videos etc.

Business Solutions, Budgeting, RFI / RFP and Contractual negotiations for new businesses with Client GovernmentsTransitions & Vendor Management for outsourcedSet-ups and Management of captive BPO BusinessActivities include response to RFP, costing, budgeting, vendor negotiations, contracting, new business solutions and implementation of solutionsTransition of new processes to vendor and Captive call centersMonitoring and controlling of contractual SL’s

Last role was as a part of the TCS-BPS Presales and Solutions Team for the Consumer Packaged Goods verticalConsulting assignments to assess client operations in the field of sales & fulfillment/supply chain and recommend areas and means of improvement through a combination of process changes as well as technology changesSolution RFPs and support sales process in the area of sales and fulfillmentBuild competitive commercial models and business case to support the sales… Show more Last role was as a part of the TCS-BPS Presales and Solutions Team for the Consumer Packaged Goods verticalConsulting assignments to assess client operations in the field of sales & fulfillment/supply chain and recommend areas and means of improvement through a combination of process changes as well as technology changesSolution RFPs and support sales process in the area of sales and fulfillmentBuild competitive commercial models and business case to support the sales processExperience in multiple industry verticals such as Banking & Financial Services, Manufacturing, Travel Tourism & hospitality Managed voice and back-office processes for various customers across domainsManaged Operations with Calls, emails and Data processHave transitioned Collections Order to Cash process successfully for a Major US Secured Logistics CoDeployed TCS based Collections tool and managed the same for this customerHelped customer to redesign the collections process enabling them to reduce the Bad debts and DSO Managed complete Call Centre Operations for Loyalty Program of a world class luxury hotels chainDriven Process Improvement projects across project driving productivity benefits leading to FTE reduction and revenue improvementHave in depth knowledge of TCS’ In-House TRAPEZE Platforms and other mainframe applications Show less

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