Employed with Melvault Software Solutions, Pvt Ltd in the capacity of Project Manager. Currently working on a novel integrations project with John Lewis and Partners and Comma Group for end-to-end implementation of customer support systems and customer relationship management.

Project Management Operations – Deloitte (DTTL) with Affluent Global Services Pvt. Ltd.Monitoring, managing and executing key Operations deliverables for multiple portfolios across the global service line covering various aspects including but not limited to:Developing predictive metrics, assessing project health, managing project assets, maintaining compliance, engaging stakeholders with holistic communications etc.Continual development, enhancement and execution of… Show more Project Management Operations – Deloitte (DTTL) with Affluent Global Services Pvt. Ltd.Monitoring, managing and executing key Operations deliverables for multiple portfolios across the global service line covering various aspects including but not limited to:Developing predictive metrics, assessing project health, managing project assets, maintaining compliance, engaging stakeholders with holistic communications etc.Continual development, enhancement and execution of ServiceNow ITSM & ITBM workflows and processes to ensure consistent and quality delivery of business services through the focal lens of IT. Show less

I began my career in the Customer Support with Amazon and experienced how Great Customer support literally transforms and grows a business. Amazon instilled a sense of purpose within me to delve into the Service industry and excel at building, nurturing and growing Customer relationships that are long lasting. Customers come in all shapes and sizes within and outside the Company. Recent focus has been into SAAS based Project Management and Customer Success Management of Key Customer Accounts.

- Managed communications with sponsors on progress of 5 Clinical Research programs at the laboratory. - Engaged stakeholders in project progress by executing communications plan to include key status updates and deviations.- Worked with Project leads to amend processes as required by protocol / sponsor requests for project stability.- Conducted bi-weekly internal calls and monthly audits to ensure alignment of all procedures with GLP guidelines. - Prepared and… Show more - Managed communications with sponsors on progress of 5 Clinical Research programs at the laboratory. - Engaged stakeholders in project progress by executing communications plan to include key status updates and deviations.- Worked with Project leads to amend processes as required by protocol / sponsor requests for project stability.- Conducted bi-weekly internal calls and monthly audits to ensure alignment of all procedures with GLP guidelines. - Prepared and trained critical resources on key Standard Operating Procedures to ensure up-to-date compliance.- Acquired prospective clients, managed accounts and mediated communications to ensure success at 3 FDA audits. Show less

BRIEF: Successfully launched Amazon India’s initial Customer Support in the year 2011 along with strategizing the launch of Social media/PR support. Played a crucial role as Team Lead of 15 communication experts that handled escalated customer issues on behalf of CEO Jeff Bezos, across 5 global Executive Customer Relations teams.• Handled high severity and priority customer issues addressed directly to the CEO.• Resolved issues on a 4-hour service level, ensuring that all… Show more BRIEF: Successfully launched Amazon India’s initial Customer Support in the year 2011 along with strategizing the launch of Social media/PR support. Played a crucial role as Team Lead of 15 communication experts that handled escalated customer issues on behalf of CEO Jeff Bezos, across 5 global Executive Customer Relations teams.• Handled high severity and priority customer issues addressed directly to the CEO.• Resolved issues on a 4-hour service level, ensuring that all resources were utilized to meet the customer's requests.• Managed, coached and led a team of 7 specialists as company’s PR front on Social media with excellent results. • Organized regular internal calls with International site leads to standardize work protocols and test live scenarios.• Devised strategic plans to ensure that SLAs are met with more than 90-95% success limit and a 5-10% failure rate.• Worked in tandem with different departments to meet the extremely stringent response time deadlines. Teamwork recognized for efficiency and output over 3 consecutive financial quarters across all the global branches. Show less

BRIEF: Language trainer responsible for acclimitaztion of freshers to Amazon.com's US culture and development of customer support associates on their language and communication skills.• Conducted culture sessions for new hires and acclimatized them to Amazon's work ethics and atmosphere.• Supervised associate performance over 4-week cycles and helped them achieve goals with consistent feedback. • Achieved over 25% growth in associate’s communication metrics over 6 months… Show more BRIEF: Language trainer responsible for acclimitaztion of freshers to Amazon.com's US culture and development of customer support associates on their language and communication skills.• Conducted culture sessions for new hires and acclimatized them to Amazon's work ethics and atmosphere.• Supervised associate performance over 4-week cycles and helped them achieve goals with consistent feedback. • Achieved over 25% growth in associate’s communication metrics over 6 months period with regular 1-on-1’s.• Implemented a tweaked version of sandwich feedback model to help trainees focus on growth through success.• Coached employees via development sessions built around leadership qualities, business ethics, and team values. Show less