Rewarded as a Senior Director, recognizing my contributions in revenue from $.07 Million to $2.4 Million in ARR. I am responsible for all 10000+ customer accounts including the auto-downloads. Prime Focus is on Customer Acquisition , Customer Activation, Customer Retention, Customer Referrals and Revenue. Other responsibilities include:- Handle high value customers- Initiate New Revenue VerticalsGenerating revenue through two new products in addition to the existing products- Implement New Process and ToolsCustomer Onboarding StrategyCustomer Support Calls, New Strategy in Outreach Emails and PresentationTicket Priority Strategy, Agile, Jira and Kanban Board- Performance MonitoringCSATCLTV- Training- Cross-Functional Collaboration- Multiple Team Management- Customer Escalations - Analyse, Resolve, Document and Train proactive measures- Create Knowledge Base Articles and Videos- Maintain Weekly and Monthly Reports

As a Director, I am responsible for complete lifecycle of all 2000+ customer accounts - Customer Support, Customer Onboarding, Customer Complaints, Upsell Revenue, Churn and Referrals. Other key metrics include:- Cross-Functional CollaborationRegular meet with Product and Technical Project Managers on customer issuesProduct Customization DiscussionsAlerts- Multiple Team ManagementPerformance Management - CSAT and CLTVTool Management - CRM and TicketsProcess Management - AAPPP FrameworkMonitoring and Feedback - Customer EscalationsEffective Communication over phone, email and chat- RetentionData based approach in resolving customer's issuesIssue AnalysisDocumentationImplementing Proactive measures based on the analysis

- Successfully managed Support, Sales and Data teams all around the globe- Track record of closing IT services projects with a minimal $0.5 Million contract amount- Invited to Atlanta and Florida for conferences and for project kick-off sessions- Appointment Schedules and Presentation- Requirement Gathering and Account Onboarding- Monthly meet with Customer and Project Managers- Customer Feedback calls and Payment Followups

- Worked closely with US Federal government agencies to source, identify, bid and win the deals.- Traveled to Washington DC, USA couple of times during the requirement gathering sessions and to provide product demos.

- Data Analysis and Data Scrub using social media and few other tools- Cold calling to the decision makers- Create templates and initiated campaigns using Microsoft tools- Ensured regular follow-ups with the Accounts and build a good pipeline of leads.- Schedule and provide sales presentations, company's service demonstrations- Creating RFP responses to potential clients- Achieved monthly performance award consistently for 3 months by achieving the sales targets- Maintain a good rapport with the existing customers by calling them periodically.

- Worked for MS Bing SEO project- Handled a team of 34 employees including 2 Team Leads- People and Performance Management- Client Relations- Consistently achieved the client set KRAs- Increased billable count from 20 to 34 within a span of 3 months- Initiated and Implemented IT sales in the company

- New Business Development - Online and Offline- Product Research and Development - Online and Offline- Website Development and Maintenance- Online Marketing, Web Analytics.- Strategic Partnerships, Client Relationship Management. - Implement Processes & Metrics for Business and People performance Measurement.- Hiring, Manage, Retain and Grow high quality people talent.- Customer Relationship Management and Operational Management.

Responsible to acquire new partners and generate revenues from each partner site (Sify, Chennaionline and Oneindia Astrology portals). Competencies: E-Commerce, Web Analytics, Project Management, Customer & Client Relationship Management and Online & Offline Sales. Identify the Potential Clients in the E-Commerce Market and evaluate the new business opportunities. Prepare Business Plan, P&L and Business Proposal presentations. Work with internal Technical and Design team for the new site Integration. Client Relationship Management - Maintain good relationships with the existing clients. Maintain the White Label sites and ensure the teams are performing the below activities on a daily basis: • Technical – Bug correction, Landing Pages.• Design – Banners, Newsletter, New Design if required. • Testing – Bugs, Compatibility, Newsletter Testing. • Content – News Content, Articles, Landing Page, Newsletter.• Customer Service – Email and Phone. • Sales – Offline Revenue.Ensure the Sales team is achieving the target and the revenue stream is consistent on Offline. Maintain knowledge and awareness of competitors’ products, pricing, discount structures, overall strengths and weaknesses.

Competencies: Quality Management, Customer Support and Sales-Upsell.Handle escalation, VIP, corporate calls and emails.Understand the core Operational Processes and implement performance metrics (KRA).Gauge the performances of each dept on a weekly basis.Work with Quality Team to implement new processes.Prepare Training Need Analysis based on outcome of the Quality Audits and align the process.Work closely with the business development team sharing the enquiries from the customers.Constantly work on new strategies in order to increase the customer data base.Record and track defects through Web-based toolsRegular follow up on the tickets the and requirements provided.Website maintenance and bug fixing

Projects : www.untd.com, www.Intuit.com, www.Amazon.com, www.Microsoft.com, Dell and PHH Mortgage.Competencies: Six Sigma, Quality Assurance, Quality Control, Team Management, Customer Support.Job Profile:-Worked as an Asst. Manager for FMEA Quality Team.-Successfully executed more than 10 Six Sigma Green Belt projects for Microsoft Vista project.-Managed QA teams On-Shore and Off-shore and ensured all the reps are calibrated. -Developed QA audit forms for various Technical, Non-Technical, Voice and Non-Voice projects.-Send various reports – Survey report, Pareto Analysis, Audit Compliance report.-Responsible and POC for all QA related activities for Clients and Operation Heads.-Drive the Joint Call Monitoring, Quality Call and explain the findings from quality and come out with Action Plans.-Perform QA audits and provide feedback-Provide classroom training for New Hires and QA reps on Quality parameters-Well versed in Microsoft Office Tools and MiniTab. -Expert in Dell Hardware, Network and MS Vista troubleshooting.