• Experience of launching of my own venture in IT & Mobile App• Frameworks/Designs/Layout/Implementation of the projects end-to-end• Build up entire Business Model / Concept / Maturity• Day-to-day planning & management (including escalations and issues/risk management)• Focus on timelines and assumptions• Drive Recruitment Strategies to effectively contribute to Business Growth. • Vendor Management• New age technology initiatives

Current Project - TheSikhSangat.com [In progress].The Website is in progress & will be based on Sikh Products & Services Globally.Digital Next Ecosystem [DNE] is an young organization making day-to-day life easier by building synergy in Mobility & Web technology .Digital world is what we have today and is improving day on day. We vision the Next technology life style and head towards an ecosystem that has ease to live and sustain.We are a young start up enthusiast group working on basic life needs and improvements, solve issues, make transaction easier and make Mobile Apps a way of life. We work on ideas of solving day to day problems that can be sorted or eased via converting them to Mobile Application or Websites.Next, is what we believe in. There is a need today to continuously raise our bar of potential and look at the next level of ease and innovation.

Ekamsikh Trust is a non-profit entity based out of India. Our aim is to serve the Global Humanity based on 3 Principles of Dhan Dhan Sri Guru Nanak Dev ji Maharaj, “Kirat Karo | Naam Japo | Vand Shakko ”.Kirat Karo - Earning a livelihood by means of earnest, honest efforts, and endeavorsNaam Japo - Remembering God through meditation all times of day and night during each and every activity.Vand Shakko - Selflessly serving others, sharing income and resources including foodstuffs or other goods.

Key Responsibilities• Process Improvement and Quality• Identify and execute cost savings initiatives• Interact with LT Members, TP&I, Department SPOCs and ITICS to identify and execute process improvement projects• Maintain process standards or other documents• Executive Governance• Improvement techniques, such as Work Measurement, Lean, Six Sigma, 5S, Kaizen and other Lean manufacturing tools to support Continuous Improvement goals.• Perform cost/benefit analyses of improvement recommendations• CMMi L3 Implementation across Unit, covering 4000+ resources• PAN Unit Communication Strategy• All Top Management Reports and AnalysisAuthority• People Management.• Access to various Information and Data as pertain to the role requirements.• To initiate, support and implement uniform organizational processes.• To support changes in the processes and when required.• To review performance of Process Improvement team members.• Authorized to interview and recommend for recruitment of manpower.

Operations and Metrics• Provide technical and functional guidance to team members on the application transitions.• Work delivery based on ITIL framework, Incident, Change, Problem Management etc….• Ensure smooth 24X7 window for Global Application Support Team.• Review and oversee daily operations and report (daily / monthly) summary to senior leadership.• Organize, analyze and problem solve complex initiatives.• Directly involved in all new Application Transitions happening for the team, part of initial ramp up, SCRUM forums, delivery and ensuring the entire team is in sync and updated on the new information. • Seek opportunities for improvement in processes, tools and operations.• Compliancy with agreed-upon service levels, and contribution to the development and maintenance of reports to measure and present these service levels.• Motivate others and act as professional development leader for team members. Review team member’s performance and advise appropriately.• Interacts with other department leads and members, weekly basis, for Process improvement, Change management, Problem Resolution, Monitoring applications etc..• Acts a SPOC between 3rd Level Technical Support teams, Program Managers and Stakeholders for Applications and ensures smooth operations and bring in new ideas for development.Resources Management• Manage shift schedule for the team and ensure adequate resource availability at all times.• Stand up to team members and help them work through challenges and project delays, etc.• Ensure the new Knowledge Transfers within the team are successfully replicated and standard process and solutions are practiced.Customer Relationship• Follow-up as necessary with customer feedback's as part of customer care program. Maintain and exercise regular checks with Super Users to ensure User satisfaction at all times.• Following up Outage Notifications sent to users with enough information and clarity.

• Managing the offshore Helpdesk/NOC B2B support of a Fortune 300 client from India.• Work delivery based on ITIL framework, Incident, Change, Problem Management etc….• Handling Project and Processes independently with minimum Senior leadership intervention.• On Site transitioning for two projects at Belgium for Johnson & Johnson and at Atlanta for Etrade Financial.• Ensuring the transitioning and customization of the project; Process mapping, Client relationship etc…• Involved in creation of the Standard of Procedure and Statement of Work • Preparation of training documentations and conducting technology trainings for offshore manpower.• To manage the team; to set objectives, assign responsibilities, develop measurement criteria and monitor/ summarize progress of team and individual activities. • Ensure delivery of Metrics like CSAT, FCR, Average speed of answer, abandonment rate, Time to resolve/respond, for both Voice and email process etc. • Design and implement the KRAs of Team leads and analysts. • Manage and maintain relationships with key internal customers and other operations groups in HCL.• Leading operational meetings, con calls and client committee meetings.• Develop and improve information management, policies, procedures and practices for all operation aspects of the team. • Provide periodic status reports to management on schedule, quality and content of projects. • Hiring of the analysts and team leads for the IT Helpdesk for upcoming projects within HCL. Also, responsible for their training and ongoing training needs identification. • Develop and improve information management, policies, procedures and practices for all operation aspects of the team • Extend support to Corporate Projects which may directly or indirectly require support from Service Desk.• Allocation of appropriate resources to projects and other activities to ensure adequate staffing to fulfill business expectations and meet commitments.

• Transitioned 2 offshore processes from Bangalore to Chandigarh. ( Voice and Chat )• Process mapping, planning and implementation.• Handling agents, Technical Leaders (L2s) and mentoring new Team Managers.• Preparation of their progress reports on a daily, weekly, monthly and quarterly basis along with team and entity reviews. (Pareto Analysis, Pivots etc.)• Taking care of the CE (Customer Experience) scores of the team, and working aggressively to drive the concept of customer experience in the team members.• Controlling outage and attrition in the team by sharing, as well as, inculcating the best practices among the team members.• Involved in recruitment process along with the Area Managers.• Providing coaching and feedback to team members from the quality and Customer experience viewpoint.• Dealing with foreign vendor sites in case of conflicts pertaining to quality or CE issues by means of conference calls, acting as Entity SPOC for Customer Experience, RR and fun club.• Coordinating with support functions like IT, CCOD, Quality and administration to ensure that the process functions smoothly without any loss.• Making calls or mailing to the customers, as and when required in case they are not satisfied with policies, procedures or services to drive the customer experience and ensure that we meet the customer expectations and exceed them, so that the customer remains loyal.• Taking care of other teams within the entity in case of requirements and also take care of their productivity.• Conflict resolution and crisis management on the production floor in case of policies or interests. • Utilization of resources for best results and also taking care of the performance by data analysis and coordination with my Area Manager. • Being one of early leads management of other team managers in the entity in absence of Area Manager and coordinating with the process director so that the performance of the entity is maintained.

• To monitor daily activity on e-CRM by various customer interaction modes and to initiate change in the structure and functioning of various processes with an objective of customer satisfaction.Core Responsibilities: • Accurate and satisfactory closure of cases with TAT.• Devise new Process plans, modify existing processes.• Responsible for recruiting and training of teams and TEAM LEADERS for building capability at all levels.• Identifying and improving process through benchmarking of quality standards by documenting various processes for development of training course material.• Responsible for the reporting and monitoring of the key performance areas and commending/implementing the changes in processes, scheduling, training etc. To improve the overall performance.• Responsible for knowledge building and management.• Inter departmental co-ordination for resolution of cases within TAT. • Ensure deliverables and coordination within the team.• Providing scope for Employee enhancement and development.• Ensure process adherence as per laid out process.• Handling team of 20-25 members.• Primarily Responsible for Customer Services at corporate level. • Analyzing top 5 complaints monthly & structuring best possible solutions.• Generating monthly reports on variance in waivers, working towards reduction.• Have handled complaints voice based customer queries and complaints (Inbound) for two years.

• Assessing strengths and weaknesses of Sales Executives & helpdesk officers and formulating a remedy plan for the low performers.• Taking product related trainings.• Keeping full information about the Competitor’s marketing activities and their product price.• Looking after the day-to-day management of the 24 hours call center and email support.• Handling customer queries related to technical problem of ISP and resolving them by means of e-mail and voice.• Generating reports of e-mail responses and performance evaluations as per Management requirement.Keeping full information about the Competitor's marketing activities and their product price.Looking after the day-to-day management of the 24 hours call center and email support.Handling customer queries related to technical problem of ISP and resolving them by means of e-mail and voice.Generating reports of e-mail responses and performance evaluations as per Management requirement.Additional responsibilities : Was also a part of strategic alliances team of the company, associating primarily with various vertical portals to add to the content of our website as well as a source of revenue generation; etc )Was also overlooking initiation and implementation of the affiliate programs for value added services such as; etc )Was also a part of the content team for portals being developed by the company.