A SME in the area of Product and Platform support. Variance includes concept to Launch including POC, UAT and post implementation support.

Key Areas of Focus: Operations Management, Process Management, Project Management, SLA’s & OLA’s Management. Product Life Cycle Management, Data Governance Management, CRM, AVAYA, SaaS.• Managing Tier, I, II, III teams along with Call Centre & Support Centre teams managed with 4 direct reports. • Key Stake holder in product development lifecycle, ensuring timely launch of new products as per customer expectations while ensuring cost effectiveness and time to market.• Participate in the execution of key project and service releases to evaluate customer and service impact and opportunities for optimization.• Collaborate with cross functional business partners and leads to launch new services and ensure their effectiveness and continuous operational efficiency.• Owns the strategy and execution of external reporting capability across all sectors to support engagement teams and critical mass adoption of Industry Managed Services• Management of key outsource contacts and third parties to enable improved service delivery, cost reduction and analysis to enhance services.• Ensures that the division is performing at an optimal level and contributing positively to the department’s Key Result Indicators (KRI’s).• A strategic thinker with the ability to align short-term objectives to a long-term road map• A leader with meticulous attention to detail, a process-driven mentality, and flexibility to be adaptive and open to change.

Key Areas of Focus: Operations Management, Process Management, SLA’s & OLA’s Management, Service Delivery Management.• Re structured Entire Operations Including Call Centre, Support & implementations teams.• Program Manager for implementation of CRM & Billing systems (Successfully deployed- Microsoft Dynamics 2011 & 2015)• Business Lead for implementation of Telephony System (AVAYA & Skype for Business)• Planned, designed, developed and implemented Processes, Procedures & SOP’s for Operations.• Improved Abandon Calls from 30% plus to 3% (27% Improvement).• Designed, Developed and Successfully Introduced OLA’s, SLA’s, KPI’s & QA Process• Responsible for all UAT’s & CAT’s (User & Customer Acceptance testing)• Responsible for the Launch of all Products from operational and Implementation Perspective.• Represent Operational Compliance in the context of day-to-day business initiatives • Participate in defining the strategies, annual goals and objectives for areas of accountability• Developed & performed corrective and preventive measures for process improvement.• Conducted Internal Workshops for business process implementations.• Manager responsible for Change Management.• Over all improved departments performance by 100%.• Nominated for Employee of the year Award.

Key Areas of Focus: Operations Management, Process Management, Project Management, SLA’s & OLA’s Management, Service Delivery Management, Customer Success & Product Management.• Established the infrastructure recruited, trained & deployed the team to launch Wateen’s intended ground breaking Support Centre (Help Desk, Service Desk, Technical Support Team)• Program Manager for implementation of CRM & Billing system (Successfully deployed).• Planned, designed, developed and implemented Processes, Procedures & SOP’s • Managed 2 Contact Centers of 300+ seats, 220 Franchises & 40 plus Business Centers.• Maintained Service Levels above 90% & Improved QoS by 11% and reduced abandons by 16%.• Ensured COPC compliant procedures are in place.• Provided leadership in industry leading practices by researching and monitoring trends related to the Quality Assurance Discipline.• Performed Internal Quality Audit against identified KPIs & defined standards.• Developed & performed corrective and preventive measures for process improvement.• Conducted Internal Workshops for business process implementations.• Change& Implementation Manager during company wide remodeling project.

Key Areas of Focus: Operations Management, SLA’s & OLA’s Management, Service Delivery Management, Data Governance & Service Delivery Management. Customer Success & Product Management.• Designed, developed and implemented Processes, Procedures & SOP’s for the Call Centre, Franchise Network and Business Centers keeping in view ETOM model.• Managed Contact Centers consisting of 300 seats, 160 Franchises & 18 Business Centers.• Maintained SLA’s above 80% & Improved QoS by 19% while reducing abandons by 6%.• Responsible for approvals for Credit Limit enhancement account barring & number tossing.• Reduced Churn by 4% and improvised on retention ratio.• Achieved 98.5% result in SOX Audit Achieved 94% Service Level Average for two years.• Increased FCR’s by 31% and achieved Presidents Award for two years in a row.• Developed & Deployed DTC (Document Technology Centre).• Project Manager for design and implementation of MNP-Mobile Number Portability Project• Managed Support Centre Team of 100 + personnel.• Managed Help Desk and Technical Support Desk.

• Responsible for Sales & Service within the Branch/Call Centre.• Responsible for training, coaching and work force management.• Branch Compliance officer.• Focus on motivating, coaching, leading & developing staff to exceed established goals, KPI’s • Develop & execute strategies targeting certain customer segments for aggressive growth. • Project Manager for Call Clinics & Revenue Management Programs.• Risk based management and pricing of complex commercial and personal portfolios. • Exceeded defined targets by 160%

Selling Bank Products to existing and new clients over the phone. Processing Credit line applications for corporate sector and consumer sector Handling client complaints and resolution in a timely manner. Coaching Techniques towards client retention and Client Care. Bestseller for the year 2000