Darrel Ritesh Shaw Email & Phone Number

• Key Highlights:
• As an Operations leader, globally programme managed and implemented ‘IBM Solution Standards’ transformation project) in operations vertical) across locations, generated additional savings.
• Lead the B2B SaaS sales closing, design and integration of a ‘Software Platform’ to host 23 stand-alone applications (on IBM Hybrid Cloud) acquired through M&A, resulting in an annual savings.
• Project Goldstar- Orchestrated work-permit and onboarded 72 employees from 4 countries, resulting in one time savings.
• Rewards and Recognition in various categories- For generating additional savings, timely project go-live, outstanding customer feedback and business development.Roles & Responsibilities:
• Operational Delivery & Governance- Own and drive weekly, monthly & quarterly client reviews to track progress

Chandigarh Area, India

• Key Highlights:
• Oversaw 3 accounts- Technical Support, Customer Service & Billing and Case Study; Portfolio of US$5.75 Mn.
• Optimised Seat Utilization from 1.2 to 1.6
• Generated cost saving over a period of 12 months- 7 FTEs
• Improved VOC from 76% to 78.3%- 2.3%
• Increased Utilization from 88.9% to 90.1%- 1.2%Roles & Responsibilities:

Gurgaon, India

• Key Highlights:
• Highest Employee Satisfaction Scores- 81.13%
• Enhanced Seat Utilization from 1.4 to 1.8
• Transitioned a CRM application (Live Person) with ‘Zero’ escalations
• Supervised O2 GURU- Advanced level technical support for a UK based Public Sector OrganizationRoles & Responsibilities:
• Department – Operations, Telecom and Tech support ( O2 ) Web Chat

Pune Area, India

• Key Highlights:
• Winner of “Manager Who Shines Award”, Q4 2010, Q1 2013
• Outstanding Annual rating in 2010, 2011, 2012
• Lead Site Level initiative for Learning, People Manager Up skilling and Retention
• Virgin Media award winner- SPARKLE (2013)Roles & Responsibilities:
• Department – Operations, Telecom and Tech support ( Virgin Media )

Pune Area, India

Department – Operations and Change ManagementReporting to – AVP Span of Control – Six Assistant Managers, FTE count of 150Role/Responsibility – 1) Review performance of KPIs ( OT, OLD, CSAT, Bad Debt and Complaints and QA)2) Stay in touch with the client at process level on a weekly basis on calls.3) Ensure compliance with internal policies and procedures.

Chandigarh Area, India

• Worked as a Deputy Manager for PLATINUM CLUB consisting 20 AREs (Advanced Resolution Expert), reporting to the Process Director.Profile: Effectively managed a team of ARE’s (L2, B1 grade) with 1 TSS, 1 CEC and 1 REX.
• As a Manager, ranked # 1 for Aug’ 07, Sep’07 and Oct’07 with stretch goals.
• Moved to Pilot Process of Total Solution of Dell, which includes Sales, Solution and Customer Service.
• Rewarded/recognised by the CEO ( DIS, Global) and Country head ( DIS, India)
• Nominated by the Site director for the Pilot batch of Leadership Academy training at Indian School of Business( HYD)

New Delhi Area, India

Reporting To – Manager Operations Core Job –  Was Handling an Inbound Voice Process – ‘AOL UK Saves’ – Member Sales, Customer Service & Retention. Lead, direct & manage a team of 22 FTEs (12 OPS and 10 QA) to achieve business objectives and Client Service Level Agreement. Develop strong inter-personal relationship with the team to cohesively bond them.

Jodhpur Area, India

• Handling the Aircraft and passengers at the Airport
• Attending passenger queries regarding different flights and bookings
• Issuing tickets, making online bookings, cargo handling
• Responsible for different locations at the Airport at different times
• Responsible for On time check-in and departure of the flight

Masters Of Business Administration, Advanced Services Strategy, Distinction

Completed a full-time MBA with a specialism in 'Advanced Services Strategy.' Successfully completed 6 months of internship to implement.

High School, Science