Bitcoin India™; the No.1 company in #Bitcoin #Blockchain space at India (remittance & Bitcoin Exchange Services).

Areas of Expertise:•Experience in Project Management, Operations, Vendor Management, Product, Engineering, Business process improvement, contracts management, procurement, & Policy with core responsibilities in executing successfully against challenging operational, product quality or user-happiness/protection goals in cross-functional settings.•Experience in working with international teams and a variety of stakeholders, and in executing strategies to deliver exceptional solutions.•Business development experience for any 3rd party vendors; Experience with outsourcing (including offshore) agreements and running End-to-End operations.•Demonstrated executive leadership experience in operations management within the company.Responsibilities•Played a key role in the development and management of our operations by defining success and set the vendor management vision and strategy for policy enforcement globally across their branch offices•Managed globally vendor operations, ensuring we set the bar for high scale, quality, efficiency of our vendor functions globally; ensure we are are meeting a high standard for delivery of service•Developed scalable solutions and ensure operational execution by partnering with Cengage leadership as well as vendors directly; Work closely with various internal groups to understand business requirements, implement new processes, and contribute to ongoing process improvements•Manage overall relationship with the onsite vendor workforce. Monitor cost, quality, and delivery of service. Lead regular business reviews, vendor relationship management activities, workforce planning, and budgeting activities in coordination with internal teams. Drive improvements in all relevant metrics e.g. costs, turnaround time, quality, productivity•Worked in a product quality operations management team to increase their productivity with regards to strategy, process improvement, people development and technology implementation.

Start up Projects with scope for setting processes and procedures.SpecialtiesSimPub (Simultaneous Publications, e-learning) Projects: Full-Service Project ManagementMindTap: Quality Management SystemFirstXML Workflow: Production & Operations Management

Providing training to the associate project managers on Full-Service & End-to-End project management of different vertical projects and be an effective mentor.Handling Start-up Projects with scope for setting processes and procedures.As a visionary, I'm always finding the next big idea to help my organization stay ahead of the competition.

Areas of Expertise:•Have an excellent communication with Dynamic Project Management skills to work for End-to-End projects of different vertical projects & well experienced in handling multiple projects at a time; also handled fast-track/high-priority projects.•Have good computer (Word, PowerPoint, and Excel & Outlook) knowledge.Responsibilities:•Analyzing the Project launch documents and attending Project Launch calls.•Project Forecasting & Planning, Scheduling, & Costing.•Quality review at various stages, before delivering the product to the Client.•Coordination between the authors, publishers, freelance vendors and internal team members like copy-editing, graphic artists, composition, proof reading, billing etc; Single point of contact for the projects assigned.•Manages day-to-day operational aspects of a project and scope; attending conference calls with the Clients and updating the reporting head in case of any specific issues; facilitate issue escalation and providing resolution to the Clients.•Identifying additional project requirements.•Coordinating with the department heads and sharing with the corrective and preventive measures taken by the project team to resolve any issues/feedback/complaints raised by the customer.•Manage a team of project/cell/team leads & drive the team for Internal Error log maintenance and conducting a review meeting on weekly basis, monitors the progress of each and every project on daily basis & review the status reports on weekly basis.•Responsible for ahead/on time delivery of all projects with result oriented.•Sending weekly progress/status reports to the clients/customers as per customer agreed SLA.•Oversee the freelance teams & the Vendor Heads on operational issues for timely completion of all deliveries.•Forecasting and planning buffer capacity to manage queues during peak.•Overseeing the performance of associate project managers and be an effective mentor.

Areas of Expertise:•Have an excellent communication with Project Management skills to work for Full-Service projects of different vertical projects & well experienced in handling multiple projects at a time.•Have good computer (Word, PowerPoint, and Excel & Outlook) knowledge.Responsibilities:•Analyzing the Project launch documents and attending Project Launch calls (along with reporting head & Key Accounts Manager).•Create and document internal procedures to improve our operational effectiveness.•Review documentation of projects and perform initial quality control checks on products, at various stages.•Collect, analyze and report on project performance metrics (schedule tracking, budget tracking, cost tracking etc.).•Provide project coordination, schedule management and reporting.•Coordination with the authors, publishers, freelance vendors and internal team members like copy-editing, graphic artists, composition, proof reading, billing etc;•Assist day-to-day operational aspects of a project and scope; attending conference calls with the Clients and updating the reporting head in case of any specific issues; facilitate issue escalation and providing resolution to the Clients.•Identifying additional project requirements.•Coordinating with the department heads and sharing the corrective and preventive measures taken by the project team to resolve any issues/feedback/complaints raised by the customer.•Assist with the creation and management of project controls.•Assist a team of project/cell/team leads & drive the team for Internal Error log maintenance and conducting a review meeting on weekly basis, monitors the progress of each and every project on daily basis & review the status reports on weekly basis.•Sending weekly progress/status reports to the clients/customers as per customer agreed SLA.•Co-ordinate with the freelance teams & with the Vendor Heads on operational issues for timely completion of all deliveries.

PROFILE: CUSTOMER SUPPORT (Chat & E-mail)Coach New hires for improving PerformanceHandling Escalated Chat's/E-mails for fellow AssociatesHave also supported the Performance Management team in supporting them on Quality Monitoring of Chats and Provide FeedbackSupport the Team Manager to Manage and Maintain team performance dash boards and Attendance Records

PROFILE: CUSTOMER SUPPORT (Chat & E-mail)Handling Customer Support Chat's for International Customers for problem resolutionMulti-Tasking: Handling multiple Customer Support Chat's (3-4 at a time) for International Customers for problem resolutionWas measured on Customer Satisfaction and was consistent to ensure customer satisfaction through performanceSupport the Team Manager to Manage and Maintain team performance dash boards

Worked as a Customer Service Trainer;Provided Training to new hires on:>The Process Certification to handle calls from various regions.>To manage Mobile e-Recharge Transactions.>To manage Mobile e-Business Transactions.Handled Reliance Web World Help Desk Operations @South INDIA team at Padi, Chennai.Responsible for:The day-to-day management activities including preparing daily reportsManaging Escalation Calls from Domestic e-Business RetailersMonitoring calls for Training needs IdentificationAuditing calls for measuring Internal Quality requirementsCoaching Customer Support Executives on Problem & Improvement AreasFeedback and Improvement Action PlansDeveloping strategies to reduce average handling time of calls adhering to the quality grids and standards.Feedback Implementation TrackingRegions handled: Andhra Pradesh, Tamila Nadu, Karnataka, Kerala, and MaharashtraLanguages: Telugu, Tamil, Kannada, Hindi, English, and Malayalam

Worked as Customer Service Executive, Handled Reliance Web World Help Desk Operations in INDIA.Managed Customer Service Calls of Domestic e-Business Retailers for instant problem resolutionManaged Mobile e-Business Transactions.Managed multi-language customers India wide.Managed Mobile e-Recharge Transactions.Regions handled: Andhra Pradesh, Tamila Nadu, Karnataka, Kerala, and MaharashtraLanguages: Telugu, Tamil, Kannada, Hindi, English, and Malayalam