Worked as Operations Manager for US based client - AT&T. Job Profile: Managed team of 6 team leaders, product specialists / SME’s, 100+ associates. Led various projects focused on improving Performance management, Quality improvement and Customer Satisfaction across AT&T business spanning Bangalore and Gurgaon.Carried out in depth “Operational Efficiency” study within first 30 days of joining Convergys which identified the inefficiencies and proposed solutions, this was highly… Show more Worked as Operations Manager for US based client - AT&T. Job Profile: Managed team of 6 team leaders, product specialists / SME’s, 100+ associates. Led various projects focused on improving Performance management, Quality improvement and Customer Satisfaction across AT&T business spanning Bangalore and Gurgaon.Carried out in depth “Operational Efficiency” study within first 30 days of joining Convergys which identified the inefficiencies and proposed solutions, this was highly appreciated and led to process improvement initiatives.• Awarded BEST Manager of the Quarter• Implemented strong Performance Management processes which- Improved Outliers (Bottom Performers) from 38% in Sept ’07 to 12% in Jan ‘08- Call Quality scores improved from 73% in Sept ‘07 to 83% Jan ’08.• Successfully led the Yellow Belt project which resulted in savings of USD 51k per year• Developed web based Knowledge Management System which resulted in reduction of “Knowledge” related C-SAT negative scores by 30%• Automated various Team Leader tasks which helped the Program save at least 40 hours per month per Team Leader Show less

Managed Technical and Customer care lines of business for one of the key ISP Campaigns - British Telecom (BT), comprising over 300 associates, 3 Assistant Ops Managers, 4 Quality specialists, and 10 Team leaders with annual revenue in excess of USD 3 Million.Career Path: Email Support Executive > Technical Support - Voice > Product Specialist > Team Leader > Asst. Operations Manager > Operations Manager – Technical & Customer care lines of business.Job Profile:… Show more Managed Technical and Customer care lines of business for one of the key ISP Campaigns - British Telecom (BT), comprising over 300 associates, 3 Assistant Ops Managers, 4 Quality specialists, and 10 Team leaders with annual revenue in excess of USD 3 Million.Career Path: Email Support Executive > Technical Support - Voice > Product Specialist > Team Leader > Asst. Operations Manager > Operations Manager – Technical & Customer care lines of business.Job Profile: End-to-end Service delivery management covering Operations, HR, Training, Finance and Quality• Achieved 4 consecutive BEST Campaign award (measured on profitability, quality, employee retention, customer satisfaction, and growth) • Awarded BEST Employee several times during the tenure• Hands on experience in transitioning businesses from UK & US to India. This includes project management, compliance review, setting up new operations processes and training.• Profit and Loss (P&L) management• Achieved VGM (Variable gross margin) of 55% against the site target of 48% for FY ‘06 – ‘07• Designed and Conducted “Leadership development” training sessions to Team leaders on:- Execution Excellence- Time & Change Management• Re-designed “New Hire” training & certification process resulted in 20% better performance scores during their first 30 days in production• Authored 16 training documents which are used across all global locations of British Telecom• Led team of quality analysts to redesign quality form and monitoring protocols• Improved Annualized attrition by 40% of the campaign During (05 - 06) & (06 - 07)• Designed and developed extensive Helpdesk Support Tool & Knowledge Management System, which has been highly appreciated by the client.• Hands on experience in Workforce Management Show less

Custom application development to address the needs of small, medium and enterprise-grade businesses. Key highlights:- State-wide local multi-lingual NEWS sourcing platform using state of the art telecommunication technology for a leading news agency. This system was deployed at Honourable Karnataka Chief Minister office. - Precision measurement application using sensors to measure oil pressure for a leading oil extraction and distribution company in Dubai. -… Show more Custom application development to address the needs of small, medium and enterprise-grade businesses. Key highlights:- State-wide local multi-lingual NEWS sourcing platform using state of the art telecommunication technology for a leading news agency. This system was deployed at Honourable Karnataka Chief Minister office. - Precision measurement application using sensors to measure oil pressure for a leading oil extraction and distribution company in Dubai. - Comprehensive HRIS application for Indian Railways: South-Western Railway Zone. - Application to track sales and incentives for a leading manufacturer for effective implementation of their Multi-Level Marketing (MLM) strategy. Offered exhaustive reporting feature using proprietary reports add-in. - Various custom applications for organisations in education, healthcare and manufacturing sectors. Show less