Contributing ideas to Emerj AI Research. Representing the perspective of my sector: Telecom, Airlines, Travel and Tourism and Service Industry

Driving a strategic accessibility initiative across the enterprise digital portfolio (website and internet banking). This includes collaborating with business and technology leaders and user community; and enabling fit-for-purpose accessibility solution.

Responsible for overall Technology Chapter for Digital Cash Solutions Tribe at ANZ. Driving strategic technology roadmap for cash devices (Approx. 2,200 ATMs, 500+ TCRs) for Australia. Managing future demands, development and lifecycle management of Digital Cash solution assets.

Driving product ownership of ANZ internet banking platform in the area of Payments (International transfers, future payment). Supporting the migration of the internet banking modules onto the next generation core banking solution.

(est. Idea Cellular Ltd.)PRESENT PROFILE:• Digital Sales and Service (DSS) channel modernisation that aimed to strategise the futuristic roadmap through continuous innovation and research; that drives superior user experience, service differentiation and increased revenue & profitability.• Customer Experience Management (CEM) platform setup that aims in the construction of futuristic and customer-centric data servicing roadmap that drives operational efficiency & empowerment, improved revenue & profitability and differentiated servicing.

(est. Idea Cellular Ltd.)PRESENT PROFILE:• Launch of enterprise-wide business automations and applications based on Corporate strategy and vision and market offerings (3G data service launch, USSD, Blackberry, M-Commerce, Mobile number portability)• CRM Product manager and Business transformation lead for US$ 100+ mn CRM Transformation that supports end-to-end customer life cycle management for 200+ million customer base; including the conceptualisation of the next- generation CRM (CRM 2.0)• Business lead for enterprise-wide customer self- service strategy, Data service Strategy including Device Management & Handset Simulation Solutions• Drive various Cost optimisation, Revenue enhancement and Operational effectiveness improvement initiatives• Customer Centricity: Conceptualised and led enterprise-wide customer-centricity programs that enabled a closer connect with the customers; delivered improved customer insights and a unique platform for continuous improvement & innovation• Digital Self-care: Continuous innovation & improvement of Mobile App & Web portal• Best practice replication and benchmarking of business processes and applications• Collaborate with Corporate IT to drive Process Automation & roll out of new applications across the Enterprise• Approve NFAs/roll outs working closely with Marketing on all new products and VASPERSONAL HIGHLIGHTS:• Customer-connect programs: Successfully launched ‘Customer First’ and ‘iConnect’ programs that empowered 7,000+ employees to connect with 97,000+ customers; resulting in 600+ business improvements• Propulsion team member for ABG’s centricity program (HelloBosstomer)• Fastest 4G launch: Single-handedly led the 4G customer care system rollout that had more than 1,000 business scenarios. The overall outcome was a seamless 4G service launch across 4G Circles with zero defects.• CRM Transformation: Successfully launched the largest Siebel CRM implementation across the globe.

(est. Idea Cellular Ltd.)PROFILES HANDLED: • Service Excellence Head – Process & Training, CSAT, Audits and Application Management for Regional Service Delivery• Prepare Audit Plan for Service Delivery Verticals and conduct Internal Audits as per the plan• Handle Auditors like TRAI (National Telecom Regulator) and EY to facilitate external Audits• Design & Rollout of Business Processes across Service Delivery verticals• Undertake Process Improvement in line with Regional Strategy, competitive and market forces• Conducted Training Needs Analysis (TNA), Induction and refresher trainings• Managed Customers’ Outbound Communications including Web, Helpdesk and IVR• Team Lead (Response & Resolutions) for Customer Service ManagementPERSONAL HIGHLIGHTS: • IDEA Excellence Award (2007) for successful completion of Prepaid Documentation Project. • Six IDEA Spot Awards over a span of five years.• Sigma Green Belt Certification for successful completion of three Green Belt Projects: Prepaid Grace-base reduction, Collection bad-debt reduction, and Postpaid Billing typo reduction. • IDEA Excellence Award (2004) for successful launch of Billing Service Guarantee (BSG).

(est. BPL Mobile)PROFILES HANDLED:• Front-office, Back-office, Payment collection and Customer retention and management of Retails franchisees at regional level• Managing Customer Service activities across Custer Locations.• Handholding Channel Partners and managing their Training & Feedback.• Front Office Executive (Branch Head Office) for managing customers Walk-ins. • Systems & Quality Control Group Coordinator for handling backend process improvements and audits.• Drive Customer Retention and Revenue Enhancement programs. PERSONAL HIGHLIGHTS:• Best Employee Maharashtra & Goa (1999)

Traffic assistance, Airport check-ins and Aircraft load & trim management