Global Product owner for Digital Automation Solutions. Primary Liaison between Presales, Project and Delivery Teams to manage activities Pertinent to the Product rollout, Adoption & Maintenance Work with Presales teams to mange RFP/RFQ for End-User Services, Service Desk Automation SolutionsBusiness transformation & Automation projects by leveraging AI, Robotics, Consolidation & process reengineering Managing Product Lifecycle upgrade, improve or reposition the product according to evolving business NeedsImplementation of the Product in accounts across UK, APAC, Europe, Nordics & North America regionsLeading Adoption Change Management frame work to encourage broader usage of the Digital Channels & Augment digital fluency in Client organization by designing content, Gamification techniques & communicating ideas using digital platforms.

Leading the Business Transformation for IT SD operations for the Bangalore Center Drive Strategy, Innovation, Continuous Service Improvements in Global Service OperationLeading Vodafone’s first AI Digital Desk catering to End-user / Workplace Services, SAP Service Desk supporting Global markets with HR, Finance and other Commercial pertinent queries for Global Markets Part of the core team involved in Planning & developing Vodafone’s first AI Chat bot Lead the Transformation Projects & Service Improvement Plans with the client as well as operationally to improve quality of service & accelerate OPEX efficiencySet up a centralized Support Functions Such as Quality, Backlog Management across Centers Shift Left initiatives & implemented to improve First Level resolutions from 65% to 76%Process agility program, up skilling resources resulted in augmenting CSAT response from 68% to 85%

Managing End-User & workplace Service Desk- Employee support for UK, Ireland and EuropeLead Accelerate & Business Transformation Targets for the service desk’s y-o-y 10%, efficiency Core team member in transitioning Global IT Service Desk (End User & workplace ) from Hungary to IndiaContributed in Building, Test and facilitate Infrastructure in Bangalore at GTP tech park to set up the service desk Managing Service Desk - Application, Network Monitoring and Server alerts for IrelandRollout of MYIT (self Service Portal) for 7 UK, IE , India & Other European market Shift left projects have resulted in reduction of out of SLA tickets from 9% in 2015-16 to 4% in the current year CSAT Integration with ITSM Remedy and redesigning the survey has improved the response rate from 3% to 5.6% Managing hiring for both On-roll / Partner resources Manage vendor responsibilities outlined in contract & SOW (SLA, capacity, & other deliverables)

Engaging with the Transition Manager to understand the client environment, Scope & deliverablesEngage with procurement in preparing and managing RFPs for clients & exclusive partners of IBMWorked with Telecom infrastructure team on installation and Commissioning of PRI, ACD servers and hardphonesManaged hiring , On-boarding and training Managed BCP and DRC set up for continuity of Operations in adverse situations. Integrate project plan across domains and drive the team involved for timely deliveryScheduling and leading daily calls review and delivering Status reports Track of Project progress, reporting updates and managing communications within Team / Vendor. Track the regular progress of site readiness, align with the changes and report into Program ManagerManaged & orchestrated W2W asset management tagging, Data entry , Data Sanity and CMDB uploadReporting project progress, deliverables & Milestones on Microsoft Project

Primary Roles & Responsibility:Contact Center Operations International & DomesticService MgmtCapacity planningStaffing & recruitment Customer SupportKey Account ManagementClient Relationship MgmtMeasuring Customer Satisfaction and Customer delightVendor Mgmt Contact Centre OperationsManaging the contact centre day to day operationsProcess and Technical Escalation MgmtDriving Customer Delight from Contact CentreTeam Performance Analysis and ReviewDefining Key Responsible Areas (KRAs) for TeamSharing KPI’s of the contact center with the clientsImplementation of the organization service strategy effectivelyResponsible for arranging training & development of contact centre imperative to meet Business targetsService ManagementIncident: Seasoned Professional in End to End Service management with ability to comprehend an incident & act in the most effective way possible to resume BAU within minimal impact on quality, SLA, cost and revenueCustomer Support & Key Account MgmtServing as Single Point of Contact / Interface for supporting ClientDefining escalation / response / resolution time for reported problems on Priority basisResolving support/operational issues in liaison with othersAchieving customer satisfaction by ensuring service quality norms and building the brand image by exceeding customer expectations

Achieving key metrics and targetsReviewing the performance and set targets in weekly & monthly business reviews with the clientWorked from a leads prospective on implementation and achievement of COPCManage a Team of TSE's and Senior TSE's to effectively govern daily operationsMaintain Records pertaining to Quality, Attendance and Performance of each AgentReceive escalated calls from TSEs and provide Customers with an acceptable ResolutionMonitor and Control the Team in order to adhere to the Quality and attendance related issuesMentor TSE's and groom them in Product information and other related areas to handle calls effectively Managing recruitment drive to scale up capacity or new business requirementsDemonstrating company core values and maintaining high level of integrity