Cloud Service Provider TransformationAWS Competency and SDP CertificationCloud MSP Assessment and CertificationStrategy & Transformation ConsultingCustomer Experience Assessment & Strategy Development

Responsible for the customer service function for Scalene Livprotec across the globe

XperienceByDesign Consulting Services is a training & consulting firm focused on transforming customer experience.XperienceByDesign Consulting provides Consulting services for Customer Experience Strategy development leveraging design thinking principles. Services include Customer Insights and Analysis, Employee Experience Assessment & Improvement , Customer Journey Mapping and implementing CX tools and solutions.

Providing advisory services to Canomiks to help Canomiks setup and launch their operations in India.

I headed the Infrastructure Services business for Fujitsu in India. Leveraging my previous experience in leading service teams, I built the Infrastructure Services business from scratch and built a customer centric organisation within a short span of 4 years. My biggest contribution in this role is of delivering the best customer experience to all customers and acquiring new business for next 3 years. My performance milestones include developing strategic alliances with several OEMs to fetch additional multi-euro revenue, implementing sturdy business strategies for services and EMEIA (Europe Middle East India Africa) leadership. I had a wide scale of achievements viz. enhancing business by 3x in 4 years through effectively managing infrastructure services business in India and delivering complex multi-country services deal for large global customer.Additionally, my skills aided me in turning around loss-making maintenance entity to profitable business within 2 years. My goal has been to ensure that the output should meet the larger objectives. Recognised as a ‘Transformation Champion’, I successfully reduced TAT, condensed spare parts inventory, curtailed operational costs, recovered payment from defaulting customer, and transformed spares part supply chain operations. Besides, I competently increased usage of global delivery centers for service delivery across WEMEI (West Europe, Middle East, India) region by driving newly launched company program whilst acquiring in-depth extended expertise.

Putting in evaluated efforts, I judiciously led the team of 100+ members to manage P&L of global customer service business, including support services, professional services, and educational services for India operation. While meeting multiple critical goals for the business growth, I established services channel delivery organization from scratch, devised partnerships with sizeable organizations, and over-achieved target in 2nd year while enhancing revenue growth. My key project in this role was of creating 2-tier partner model as against existent single tier model by devising Asia South partner alliance framework program which enabled significant cost savings and enhanced customer satisfaction. Employing varied business intensification strategies, I delivered sturdy business growth from 2000 to 2010 and enabled company to deliver country-wide services. Implementing balanced score card based system for measuring partner performance and improving customer satisfaction index in 2004 have been some of my vital offerings in this role. My efforts for developing remote infrastructure management business from scratch and positioning company at No. 1 in said division in APAC region have been well recognized by senior management.By developing new strategies for marketing and key account management, I successfully achieved all assigned targets within 3 years’ span besides reducing service delivery cost. Going forward, I was handpicked and deputed to conduct annual service partner audits for service delivery partners in Hong Kong, Singapore, Philippines, and Malaysia.Along with strong adaptability and an ability to handle size, scale and complexity, I gained proficiency in tough operations, strategic agility, team building and effective business management during this long tenure.

8 years of progressive experience from Senior Field Engineer to Business Development Manager – Products Services with accountability of managing business development of all product support services of 3rd party products.

Providing Field support on x86 based Unix systems. National technical lead for all high-end systems.