Managing Multiple project with revenue of $30 Million per year with the Team Size of +145 across 5 deliver Centres (INDIA, US, POLAND, BRAZIL and CHINA) and 14 languge IT infrastructure support and consulting for Multiple Clients. Key Responsibilities• Designed and implemented many transformation projects across MS Office 2013 and Windows 7 Rollout , • Carried out Architecture Gap Assessment and helped in customer implementing industry best practices. • Initiate system analysis, lead the definition of user requirements and assesses impacts. Determine alternate solutions with risk analysis and identify opportunities to use technology to improve availability and advance business initiatives. • Assist in the development, design and implementation of New systems , Serves as member of a project team or as an individual contributor when assigned.• Assist in design of complex, global or strategic development projects. Identify and address interfacing functions and applications.• Provided Solutions to Customer to build their DR Strategy.• Technical Escalation manager for HCL customers.• Focus on Project activities and Transformation activities.• Responsible for overall SLA management.• Helping HCL customers to build their IT Road Map and save costs with better efficiency.• Provide technical analysis and solutions to issues and technical direction.• Schedule and prioritize work and plan a sequence of development activities that accomplish the planned targets. Set priorities and provide reports to the management.• Utilize technical expertise to manage multiple assignments, including large and critical projects to assure timely and cost-effect objectives delivery.• Schedule and prioritize work and plan a sequence of development activities that accomplish the planned targets. Set priorities and provide reports to the management.• Mentor team members in design and analysis activities.

• Handling 4 Group Leaders with Over 235+ FLA’s.16 Team Leaders and 22 Subject Matter Expert. • Direct call center operations as a liaison between clients and internal stakeholders • Ensuring high Client satisfaction thru flawless Performance delivery and maintaining regular touch points with Client by participating in Daily Review, governance meetings, status meetings, and quarterly reviews.• Manage End-To-End Activity of Dell Portable on Productivity (Capacity Planning), Operations and Training/ Hiring to meet the SOW Metrics. • I have a direct control on the Project cost management, change request management.• Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans.• Effective and Efficient usage of the available resources to meet the companies Goal at desired cost and also involve in the regular cost analysis. • Managing operations & working in collaboration with support function teams for achieving set targets & service delivery metrics.• Overseeing process improvement initiatives like process re-alignment/ redefining & efficiency management as per client requirements.• Creating and sustaining an environment that fosters development opportunities and motivating the employees for enhancing the existing performance levels.• People Management - Career planning, setting goals and objectives, appraisals, attrition management, training plan and maintaining a highly motivated team• Involve in Employee Engagement Activity to make sure the employees understand their roles & Responsibilities and also making them to understand the metrics in the program as an activity of retention.• Develop incentive programs to encourage peak performance from FLA’s inspire teamwork. • Conduct regular R & R and Team Building activities to ensure a control on the attrition. • Monitor interaction between staff and callers to ensure quality assurance.

• Managing 2 teams with 18 members maximum.• Providing training and updating the team with latest updates on process and quality.• Conduct team meeting frequently and review the team performance on major metric such as CSAT, Sales and FCR.• Monitor calls and provide feedback on Customer Service Skill.• Been a part of designing transaction monitoring form..• Motivating the team members on all the service deliver metrics and also up sell.• My team was topping in up sell for most of the months.• Preparing training modules for the new joiners and also production teams..• My team has maintained good CSAT and always in top 3 positions.• Have very good analytical skills and team building skills.• Team members have not attended any kind of Re-Training in my team.

 Responded to customer calls and inquiries regarding product orders and Resolve the customer’s Technical issue.  Expedited and facilitated the escalation of customer service issues. Being a part of the team, need to bring the technical scores like FCR, DRR and AHT. Assist the team members in troubleshooting the issues and intervene during the call to identify whether the tech follow the right call flows and assist accordingly Conduct the training sessions to the team members and make sure they are update on the process Been a part of the client call with respect to the technical issues. I was a SPOC for the new Email tool which was launched and Developed a training modules to have training on the same.  Have a team huddle at the end of the day and review the team performance. Part-Time was also responsible for training the new batches. Addressing the Customer query on time and satisfying the customer  Resolve more transaction and Maintain Good C-SAT and Resolution %.