- Leading Business Development & Consulting team for EMEA and North American Market. - Practice Lead for Content & Commerce Practice which included services like Web Operations, Campaign Management, Content Operations, Search, CRO, Ad Operations, Creative & CGI, Customer Data Management

- Managing offshore delivery team in digital for fortune 500 companies.- Practice Lead for multiple service portfolio includes Ad operations, CRO, Lead Gen, Onsite search, Paid Marketing, Platform Migration. - Worked closely with tech and RPA teams to create solutions around image/voice search, NLP, categorization, enriching product data.

- Managing business intelligence team for leading US and UK Cable & Telecom clients. - P&L of over USD 12M with a team size of 600+ associates

Managing large offshore omnichannel delivery teams for leading US cable & telecom company with multiple BLIs across Sales, Retentions, Billing & Repair

- Responsible for performance of Inbound, Consumer sales and customer loyalty. - Performs long-term strategic planning. - Directs the development of strategic plans for the department. Translates strategies for function into short-term objectives and oversees the implementation of tactical plans. - Drives alignment and consistency in people practices, management activities, and customer service delivery in an effort to achieve goals. - Develops policies and procedures for… Show more - Responsible for performance of Inbound, Consumer sales and customer loyalty. - Performs long-term strategic planning. - Directs the development of strategic plans for the department. Translates strategies for function into short-term objectives and oversees the implementation of tactical plans. - Drives alignment and consistency in people practices, management activities, and customer service delivery in an effort to achieve goals. - Develops policies and procedures for Retention to standardize practices. - Responsible for Retention strategies, programs and competitive offers to retain revenue through loyalty channels (saving customers) - Establishes and leverages strong partnerships with key departments and internal/external customers- Responsible for maintaining consistent target attainment which aligns with the budget in the Retention area of all customers who make contact via phone and chat; driving down disconnects and improving revenue retained. - Responsible for CRM and Retention/Sales Tool strategy, design and deployment for Retention. - Manage essential processes and procedures for the program, including quality procedures, call flows, KB and scripting. - Develop call center routing strategies to maximize retention and sales results. - Work with Sales Ops to develop business requirements &/or request appropriate reporting information to manage all Retention Show less