Operational Leadership: Spearheaded the redesign of operational processes, resulting in a 25% increase in efficiencyand a 15% reduction in operational costs. Implemented best practices in resource management and supply chainoptimization.• Customer Success Strategy: Developed and executed a comprehensive customer success strategy that improvedCustomer Satisfaction Score (CSAT) by 20% and reduced churn rate by 10%.• Team Management: Led a cross-functional team of 50+ employees, including operations managers and customersuccess representatives. Conducted performance reviews, provided coaching, and fostered a collaborative workenvironment.• Process Improvement: Implemented SCRUM methodology in asset onboarding related projects, enhancing dataaccuracy and streamlining workflows, which resulted in a 30% increase in team productivity.• Customer Engagement: Established strong relationships with key clients, addressing their needs and concerns promptly.Introduced customer feedback loops that informed product development and service enhancements.

Customer Relationship Management: Built and maintained strong relationships with key clients, resulting in a 20%increase in renewal rates and a 10% improvement in client satisfaction.• Onboarding and Training: Developed and implemented onboarding programs that accelerated time-to-value for newcustomers and enhanced their overall experience.• Performance Metrics: Monitored and reported on key performance indicators (KPIs) related to customer success, suchas retention rates, NPS, and customer lifetime value (CLV).•Process Improvement: Identified and implemented process improvements that reduced response times and increased resolution rates for customer support inquiries

• Develop and maintain strong relationships with clients, acting as the primary point of contact for their needs and concerns.• Coordinate project activities, ensuring timely delivery and adherence to client requirements.• Collaborate with internal teams to define project scope, objectives, and deliverables.• Conduct regular client meetings to provide updates on project progress, address any issues, and gather feedback.• Identify opportunities for upselling and cross-selling additional services to clients, resulting in increased revenue.• Monitor client satisfaction levels and implement strategies to improve customer engagement and loyalty.• Analyze project data and prepare comprehensive reports for senior management, highlighting key metrics and performance indicators.

1. Help Manage the RFP Process, including solutions development, internal tracking systems, and sales team communication.2. Collaborate with research, marketing, and creative to deliver solutions that are aligned with client budget, brand, timing, andobjective and that are executable from a timing and inventory standpoint.3. Convey ideas and opportunities via self-produced proposals and presentations that are timely professional & cogent.4. Produce timely, accurate and executable RFP proposals5. Present marketing proposals with ad sales to clients and agencies.6. Learn and understand businesses of all key agency clients within assigned categories.7. Work with Client Solutions Director to provide constant feedback regarding client needs and insights across the globe.8. Participate in internal brainstorming and strategy sessions. Capture ideas and solutions and communicate back toparticipants9. Strong interpersonal & communications skills.10. Ability to manage a range of projects at the same time.11. Ability to work with different groups with different needs and capabilities and gain consensus.

As an acting Project Manager for L2 & L3 integration Services, currently handling a team of 18 resources. Major responsibilities include Project Management, Software Quality assurance, Client & onsite coordination, team meetings, providing technical assistance.

As a lead of Information Processes Team for Financial Reporting, providing continuous support to all middle Office activities for trading like generating Financial Reports every month & reconciliation against actual Trading.Responsible for analysing the needs of the business and its customers and coming up with solutions to business problems.Responsible for delivering multiple scrum based end-user computing projects with dynamic changing requirements and tight timelines.

Managing a portfolio of applications in the area of digital marketing, company Intranet, corporate site and personalized coaching website among others.Client relationship managementTasks included Delivery, Global team management, SLA management, Change management, Transition of applications into support, website availability, KPI reports, service reports, RACI matrix preparation.Monitoring progress on a day-to-day basis for all team activitiesReporting progress to the Project Manager.Focusing the team to ensure an on-time delivery of the agreed productsEncouraging full participation of team members within their defined roles and responsibilitiesEnsuring that the iterative development process is properly focused and controlled.Ensuring that all testing and review activity is properly scheduled and carried out.Managing risks and issues at the Development Time box level, escalating to the Project Manager or Technical coordinator as required.

Worked as Digital Marketing lead in the adidas web applications services.Leading and driving digital programs working with creative and marketing agencies.Production support for adidas.com and related sites/microsites.Tasks included: Requirements Analysis, RCA, tickets categorizationTechnologies: MS .NET, MS SQL server, Web Analytics (CoreMetrics, Hitbox), CMS (Interwoven Teamsite, SDL Tridion) and other web technologies.

Worked as Software Engineer/Team Leader for the maintenance project.Responsibilities include: Leading a team of 4 developers to resolve production support issues and maintenance of project.Technologies: ASP.NET, VB.NET, ASP, HTML, JavaScript, SQL Server 2000, Crystal Reports-XI.Workflow management for the Requisition, Receivable and Invoicing process.Worked as developer and support analyst.Responsibilities include: Resolve production support issues.