Felix Roy Email and Phone Number

Direct a team of 100+ service delivery professionals in delivering high-quality services to clients, resulting in an increase in customer satisfaction scores.Collaborate closely with clients to understand their specific service requirements, ensuring that services are aligned with their needs and expectations.Develop and implement service level agreements (SLAs) to establish clear performance expectations, leading to improvements in service delivery efficiency.Analyze service delivery processes and identify opportunities for improvement, resulting in a reduction in service delivery time and an increase in team productivity.Oversee the end-to-end service delivery lifecycle, including service design, deployment, monitoring, and continuous improvement.Lead regular performance reviews and provide coaching and feedback to team members, resulting in an increase in employee engagement and performance.Manage vendor relationships, negotiate contracts, and ensure timely and cost-effective delivery of third-party services.Implement a comprehensive incident management process, reducing service downtime and minimizing client impact.Utilize data-driven insights to prepare detailed service delivery reports and presentations for senior management, enabling informed decision-making.Oversee the profit and loss (P&L) statement while ensuring a positive gross margin for the business.

Provide vital support to the manager in overseeing daily operations, ensuring efficient workflow and team coordination.Collaborate with cross-functional teams to streamline processes, enhance productivity, and achieve departmental goals.Assist in staff training, development, and performance evaluations, fostering a culture of continuous learning and improvement.Play a key role in decision-making and problem-solving, contributing to effective solutions that drive business success.Manage administrative tasks, including scheduling, budget tracking, and resource allocation, optimizing resource utilization.

Engaged in direct collaboration and delivery of media content for key clients of the highest priority.Responsible for team-wide resource allocation and management.Overseeing punctual daily deliveries for all clientsSupervising an internal production and QA team comprising 20-30 members.

Overseeing operations with a strong emphasis on achieving project delivery excellence and process optimization.Compiling reports pertinent to management functions, including invoices, PDA reports, and P & L reports.Nurturing day-to-day client relationships through various communication channels.Engaging with current clients to foster business expansion.Pioneering new business avenues and piloting projects by comprehending client needs and executing tasks with domain expertise.Leading and supervising a team comprising 35-50 members.Strategizing project budgeting and managing invoicing processes.Cultivating, mentoring, and guiding team members to enhance performance aligned with business objectives and company standards.Driving initiatives for process enhancement to elevate productivity and bolster profits, particularly in billing rate optimization.

Worked on different types of e-commerce projects, helping client to achieve their business goals in various domain like Taxonomy mappingCatalog creationContent enrichmentImage sourcingContent Audit