 Lead Regional Customer Management and Sales function that caters to 100 Million digital and offline English and Exams business, promotes UK Education and cultural relations.  Develop South Asia Customer Management & Sales Strategy for multichannel operation for English Exams and Cultural relations program. Accountable for Customer Service and Sales operations income and Service quality across Face to Face, Email, Phone and Digital Channels for the South Asia Region. Developing and implementing a learning and development strategy for the region in line with Global Strategy. Implement Quality Assurance plan and Standard KPI framework across the region within Customer Service team and driving Customer Service culture across the organisation Lead on projects at a global/ regional level to drive income growth, improve service experience, reduce customer effort and improve process efficiency

 Support Country Customer Service Operations in delivering effective and efficient, end to end customer experience.  Transform Customer Service operations in countries to achieve business growth and deliver to the global service standards. This entailed review of model, resourcing level and developing teams skills, where required.  Collaboratively work with the Country leadership for investment in system and technology required for managing a data led operation and implement a standard monitoring and reporting process across the region.  Support Business growth by providing clear insights as analysis of enquiry trends to support evidence led decision making. Manage voice of customer program for the region.  Develop Training and Development plan for the region and accountable for a network of 250 CS colleagues.

Developed and designed specialised solutions for time bound and sensitive shipment movement like blood samples , aircraft spares, chemical shipments etc. Work with cross functional teams in developing new offers like break bulk shipments which help drive business growth and implementing the new solutions. Account management of high value global and key accounts for specialised requests and offering early life support .

Started as a Customer Service Executive responsible for responding to customer enquiries as per the required standards. Was promoted as a Team Lead in 1996 responsible for Inbound team and managing escalations.From 1997- 2002 - Responsible for North India Customer Service Operations including in-house contact centre and back end customer support.-Accountable for effective management of Key and Global accounts for the region and offering proactive support to ensure effective relationship management. -Handling high level escalations and managed high level and legal complaints . - Lead on strategically important projects like Customer Automation. consolidation of Blue dart and DHL Worldwide CS operations at National level.,