Responsibilities: Training Delivery, Transitions, Vendor Management and Training Administration (Operations management)• Managing and leading different LOBs for our global customers.• Managing big teams of 50+ employees including Project Lead and Team leaders onshore and offshore.• Providing end to end support for all training delivery related activities with close coordination with different departments.• Involved in critical decision-making activities related to Revenue and… Show more Responsibilities: Training Delivery, Transitions, Vendor Management and Training Administration (Operations management)• Managing and leading different LOBs for our global customers.• Managing big teams of 50+ employees including Project Lead and Team leaders onshore and offshore.• Providing end to end support for all training delivery related activities with close coordination with different departments.• Involved in critical decision-making activities related to Revenue and Margin.• Budgeting, forecasting and resource planning (includes the ramp up activities).• Involved in consulting calls with the customers and sales team to make sure of proper expectation setting basis requirement.• Recruiting project staff, trainers, and consultants.• Managing co-ordination of the partners and working groups engaged in project work.• Working closely with vendors with key focus on minimizing the cost and fulfilling the demand.• Managing project deliverables in line with the project plan.• Recording and managing project issues and escalating where necessary.• Believes in automating things wherever there is a scope to make it more efficient and reduce cost. Show less

Was responsible for managing event management, sourcing and training delivery for Red Hat, North America. The first point of contact for all trainers (On roles and through vendors). Extended support to other regions, Europe, Middle East and Africa and the Asia Pacific whenever required.Managing the resources (facilities, instructors, suppliers... etc) globally.Analyzed data to control inefficiencies in training spends, which was highly appreciatedKey Account Manager for global… Show more Was responsible for managing event management, sourcing and training delivery for Red Hat, North America. The first point of contact for all trainers (On roles and through vendors). Extended support to other regions, Europe, Middle East and Africa and the Asia Pacific whenever required.Managing the resources (facilities, instructors, suppliers... etc) globally.Analyzed data to control inefficiencies in training spends, which was highly appreciatedKey Account Manager for global accounts totalling $15 mn across US and EMEA.Took initiatives to improve margin and also helped in generating revenue at a YOY growth rate of 10% to 15%. Show less

Lead the project single-handedly.Helped in setting up the processes from scratch.Was involved in hiring and team-building activities.Was involved in automation activities as well.Majorly training administration and event management activities.

Was responsible to manage day to day operations for CITIBANK with around 25 direct reportees

Was responsible to provide the best of customer service and online support to Citibank customers. The job involved:Updating the standard operating procedures and documenting any process changes.Hold regular team meetings with Team Members to ensure that there is constant flow of information and knowledge dissemination.Ensuring compliance with SLA and other internal guidelines of policies whilst ensuring effective team work at all times. Quality Monitoring: Responsible for… Show more Was responsible to provide the best of customer service and online support to Citibank customers. The job involved:Updating the standard operating procedures and documenting any process changes.Hold regular team meetings with Team Members to ensure that there is constant flow of information and knowledge dissemination.Ensuring compliance with SLA and other internal guidelines of policies whilst ensuring effective team work at all times. Quality Monitoring: Responsible for assisting the LOB in the drive towards 100% accurate spreading, evaluation and tracking processes.This role is primarily responsible for managing the team in order to achieve targets on a day-to-day basis and for demonstrating subject-matter expertise.To proactively identify gaps, report on quality trends, make recommendations for improving and enhancing the customer experience, and understand the unique drivers of their assigned LOB.Worked closely with the client to cater there needs in the best possible manner.Was also responsible to improve one of the core metric "CSat" Used to touch base with other teams to have the clear understanding on how to improve the numbers.Extended my support to the quality team in creating PPT's to help the agents improve on the process knowledge which helped to improve the numbers on regular basis. Show less

Feb 2005 Worked as a Customer Care Executive in NIIT Smart Serve. With LBM. LBM is a UK based business directory. It was a (B2B) lead generation process. The job involved:- Making outbound calls.Handling customer queries.Collecting the data about the strength of the business including all the higher level positions with contact details.Meeting the targets set by the management, so as to act as a revenue-generating unit.

Dec 2003Worked as a Video Editor in one of the most up coming Production House. Had a challenging job of collection & completion of order supplies and achieving sales targets.The job involved:-Graphic DesigningVideo/Audio Editing.Worked on the Documentaries, small serials and small scale movies.Handling the team of 10-12 people including cameraman.