Operations

Responsible for Service Delivery

Feb’20 onwards : Service Delivery Head for Telecom, e-Commerce, BFSI accounts Apr’19 – Jan’20 : Business Development & Client Servicing Head for India GeographyApr’15 – Mar’19 : Client Servicing Head for India Geography Oct’05 – Mar’15 : Joined as General Manager for Chennai delivery center and grew to become the Service Delivery Head for India GeographyAchievement: Conferred the CEO award twice - 2009 & 2012 ( Certificate + USD 5,000 each)Biz Development… Show more Feb’20 onwards : Service Delivery Head for Telecom, e-Commerce, BFSI accounts Apr’19 – Jan’20 : Business Development & Client Servicing Head for India GeographyApr’15 – Mar’19 : Client Servicing Head for India Geography Oct’05 – Mar’15 : Joined as General Manager for Chennai delivery center and grew to become the Service Delivery Head for India GeographyAchievement: Conferred the CEO award twice - 2009 & 2012 ( Certificate + USD 5,000 each)Biz Development Head Acquisition of new logos across all domains – Telecom, Banking, Financial Services, Insurance, e-commerce, Automotive, Consumer goods etc. Acquired 6 new logos in 2018-19; 5 new logos in 2019-20 New logos contributed to an Annualized Biz Revenue (ABR) of INR 45 Cr in 2018-19 & INR 20 Cr in 2019-20 Developed new businesses that have grown to significant size in revenue and profitabilityClient Servicing Head Managing & building client relationship/s Business Growth Strategy –Grow/Expand Existing Business by identifying new opportunities Contract management & re-negotiation/s Revenue and P&L ownership (in conjunction with Operations) C-SAT / NPS management New LOBs from existing accounts have contributed to an ABR of INR 20 Cr in 2018-19 and INR 15 Cr in 2019-20Service Delivery Head Managed a team size of 11000+ employees Significant qualitative performance in service delivery ensured that we were the #1 partner for the telecom firm Excellent inter-personal relations resulted in leadership attrition being one of the lowest when it was reporting to me Show less

Setting up of Captive contact center including its Operations and Transition from other geos. Captive contact centre set up & management. As the Center Head, responsibility included Service Delivery, Transition, HR and Admin management. Transition and setting up of backend operations for CP Ships. The Chennai center supported backend operations for CP Ships offices and its customers in North America, Australia and Europe. Managed back office operations (preparation of bills… Show more Setting up of Captive contact center including its Operations and Transition from other geos. Captive contact centre set up & management. As the Center Head, responsibility included Service Delivery, Transition, HR and Admin management. Transition and setting up of backend operations for CP Ships. The Chennai center supported backend operations for CP Ships offices and its customers in North America, Australia and Europe. Managed back office operations (preparation of bills of lading) for the shipping line.  Ramped up operations, managed process transition and met committed SLAs with minimal impact on overseas service units of CP Ships.  Introduced various processes to improve productivity and quality of service delivery.  Initiated productivity improvement through tools like Excel Macros and also process improvement through reduced process flow. Created a strong leadership team with a successor Show less

Roles & Responsibilities: Responsible for 6 different processes that dealt with a large Telecom company in USA.  Leading, managing and motivating a team of five Team Leaders and 110 Customer Service Agents.  Responsible for operations that includes Transaction Processing and outcalling to customers in USA.  Coordination with the US client as a Point of Contact for operations.  Responsible for migration of new processes along with the Transition team. Industry… Show more Roles & Responsibilities: Responsible for 6 different processes that dealt with a large Telecom company in USA.  Leading, managing and motivating a team of five Team Leaders and 110 Customer Service Agents.  Responsible for operations that includes Transaction Processing and outcalling to customers in USA.  Coordination with the US client as a Point of Contact for operations.  Responsible for migration of new processes along with the Transition team. Industry Exposure: TelecomMajor Account Handled: World Telecom Show less

Joined as Regional Head, Customer Services for South India at Chennai. Later, moved to Mumbai to head Customer Services for South and East India.  Managed customer billing, accounts and collections for 500+ dealers and distributors o Responsible for dispatch of products from multi-location warehouses to dealers and distributors

Responsible for Ocean and Air cargo business for Southern Region Maintaining Key Client Relationship Setting & Monitoring targets

 New business development and servicing of accounts through personal interaction with Importers, Exporters, Freight forwarders and their agents.

 Selling cutting-edge Personal Computers, Printers & Technology solutions to corporate accounts

 Joined as Management Trainee with Business Systems Division (Computers) of NELCO, a Tata group company  Selling PCs and Mid-frame range of computers to corporate and educational institutions