A trusted strategic advisor/ architect who collaborates and partners with Sr. Business Leaders to strategize plan and implement transformational changeI play a pivotal role in addressing intricate client business challenges, leveraging a blend of change management, processes, technology, and established best practices, all while adhering to the Salesforce methodology and culture.With a wealth of experience, I have a strong track record of establishing and overseeing large, intricate global teams. My expertise ensures that customer transformation endeavors are not only realized but also successfully implemented, delivering tangible results.

I led comprehensive initiatives aimed at continuously elevating the client and customer experience by enhancing processes and introducing innovative methodologies. These efforts involved refining digital customer service through the strategic utilization of data analytics, personalization, and Omni-channel strategies Additionally, I spearheaded several projects focused on customer experience and journey mapping, introducing novel technologies and processes to not only win but also sustain high levels of customer satisfaction.Key Achievements:1. Global Customer Care Services Playbook: I orchestrated the development and deployment of the Global Customer Care Services Playbook, which encompassed critical support functions such as Workforce Management, Program Management, Training, Quality, Security, and IT Operations. This initiative expanded operations and established a unified process framework to consistently meet and exceed customer expectations.2. Significant Revenue Generation: I played an integral role in driving $1.8 billion in billable client revenue across more than 200 international locations. This remarkable achievement involved collaborating with renowned blue-chip clients, including Apple, Google, Verizon, Cox, Sprint, CVS, UPS, Vodafone, and Allstate, as well as numerous other Fortune 500 firms.3. Team Development for Enhanced Customer Experience: I assembled a highly skilled team dedicated to enriching the customer experience. Through innovative process improvements and the implementation of a series of projects with well-defined deliverables, we made a significant impact on revenue growth and substantially increased Customer Satisfaction (CSAT) scores.

Entrusted with the responsibility to establish the Contact Center Services (CCS) group, a choice made by the President/CEO. In this role, I devised a strategic plan and implemented policies to oversee a substantial financial portfolio, managing a Multii-Million Profit and Loss (P&L) across regional and outsourced contact centers. My expertise as a Strategic Sourcing negotiator, with experience from both the buyer and provider sides, led to significant cost savings, amounting to $20 million for the company.In addition to my financial acumenI held ownership of all interactions between US and advised Global teams. This encompassed the management of the Bureau's Online Self-Service channel for all regulatory transactions. To provide a sense of the operational scale:• Over 4.5 million inbound calls were handled annually.• More than 7 million pieces of mail were processed each year.• Handling in excess of 10 million disputes annually.• Facilitating over 12 million online credit reports per year.In the realm of Business-to-Business (B2B) sales, I oversaw a professional service organization focused on delivering sales and customer service to a Tier 4 client base.Key Initiatives I led include:1. Vendor Management and Governance: I spearheaded a team in implementing a champion-challenger model between vendors, enhancing governance and Service Level Agreements (SLAs). Our Vendor Management Office (VMO) supported the Business Unit (BU) through RFI/ RFP processes2. Project Management Office: I established a Project Management Office (PMO) to oversee internal projects from concept to implementation, involving multiple internal and external stakeholders.3. Quality Services: I led a comprehensive overhaul of all Quality Assurance (QA) scorecards and initiated Customer Satisfaction (CSAT) and Customer Experience improvements. These efforts led to reduced Average Handling Time (AHT), fewer customer contacts, and increased CSAT and First-Contact Resolution (FCR) rates.

The VP Ops is responsible for the management and strategic direction of the overall Operations for TransUnion Interactive, he oversees organizational development, customer service, building and maintaining client relationships, product development, program and project management, and managing outsourcing initiatives.Vendor Management: Serves as an expert on outsourcing information and build vendor partnerships to expand business opportunities. Support negotiations and joint product development with strategic partners and outside service providersOperation Management: seeks out areas of improvements, processes, or functions that can impact the bottom line.Customer Service: Develops strategies to ensure customers receive world class service with system enhancements and value added processes while supporting the goals and objectives of TUI. Sales: Compiles and analyzes customer service/sales-related information and statistics to assist in optimizing company operations to facilitate actions for operational improvements, such as problem notifications, complaints, product performance, quality, etc.Product Development: Assess market attractiveness and net income impact for new product dev opportunities. Identify customer requirements and develop go-to-market strategies. Assess risk implications and evaluate operational requirements. Provide detailed product profitability analysis. Evaluates the feasibility of new or revised systems and procedures focusing on ROI, customer retention and engagement, and industry trends.Program/ Project Management: ability to lead complex projects involving multiple stakeholders from idea to implementation. Directing internal and external teams and project manages to overcome challenges during the project lifecycle. Organizational planning and development: Continually reviews operational performance of capital and operating budgets based upon broad multi-disciplinary business knowledge and experience

- Responsible for Transition, Implementation, Change Management of BPO/ Multi Tower Outsourcing Engagements for Fortune 1000 clients based globally. - Lead various internal programs such as Lean Transition and KT Re-Engineering to reduce the time and cost of Transitioning BPO service to offshore centers.-Involved in RFP response strategies for Multi-Tower AO/ IO and BPO deals of 500M +. Lead Cross Tower Transition efforts on these deals- Managed various client engagements in Transitioning Services to Offshore Delivery Centers in India, Europe, China and South East Asia

As a Sales Professional I am currently involved in various BD activities to promote the Global Hinduja brand along with hunting for new prospects using various methods such as Seminars, Conferences, Call Calling, Personal and Professional Contacts and Organizations

-Client and Engagement Management in supporting the services offered. Managing the relationship with Sr. Client Management such as CEO’s, CFO’s and Sr. VP’s-Managing and guiding team of Onsite Engagement Managers and Project Managers in the Global InServesm model/ Call Centre BPO business and Offshore software development-Selling offshore Call Centre and BPO Solutions to Fortune 1000 companies using various tools such as conference calls, onsite presentations along with analysis of offshore capable services-Resource Allocation and personnel development of Client and Own offshore center