Current Engagement Areas: - Heading Pre Sales - Service Proposal, Service Delivery Presentations, Request for proposal, Request for quotation...- Market Intelligence and analysis- Track New Business Opportunity - Time to time Reporting to Management- Plan and Business Proposal for large Business segment

- End to End Customer support - Front end and back end support through Call Center and Field Visits- Resolution of all Post Production issues within SLA- Prioritization of projects and activities on daily basis for ops and field support team- Get the issues resolved by dealing with internal team, customers, partners and banks- Share issues type with TAT with business and customers- Keep the customers satisfied with services and support.- Management of all EMI… Show more - End to End Customer support - Front end and back end support through Call Center and Field Visits- Resolution of all Post Production issues within SLA- Prioritization of projects and activities on daily basis for ops and field support team- Get the issues resolved by dealing with internal team, customers, partners and banks- Share issues type with TAT with business and customers- Keep the customers satisfied with services and support.- Management of all EMI transactions- Management of hardware deliveries Show less

Coordinating with the BD team for MENA (Middle East and North Africa) market – especially in the telecom sectorDriving the tasks pertaining to data mining for MENA to understand the geography, opportunities etc.Heading the process of preparing presentation for internal stakeholders on the business opportunities available in MENAProviding required assistance to the team in determining the operational requirement like SL, AHT, Manpower requirement, etc. at the RFP response… Show more Coordinating with the BD team for MENA (Middle East and North Africa) market – especially in the telecom sectorDriving the tasks pertaining to data mining for MENA to understand the geography, opportunities etc.Heading the process of preparing presentation for internal stakeholders on the business opportunities available in MENAProviding required assistance to the team in determining the operational requirement like SL, AHT, Manpower requirement, etc. at the RFP response phaseManaging operations for Emerging Market Handling 4 different accounts in different segments (India’s most trusted Loyalty Program, India’s 2nd largest Commercial Vehicle Manufacturer, India’s Top Brand in Fashion Clothing, One of the Biggest Vehicle Manufacturer ) Show less

Handled daily operations related to Call Center Management Prepared plans for controlling daily / monthly shrinkage and attritionWorked closely with WFM, HR and Recruitment Department for hiring candidatesParticipated in client meet-reviews and general business talk / challengeDetermined basic KPI’S like SL, Quality, FCR and CSAT in placeSteered new employee engagement programme to enhance employee satisfactionResponsible for managing daily operations for 3 telecom… Show more Handled daily operations related to Call Center Management Prepared plans for controlling daily / monthly shrinkage and attritionWorked closely with WFM, HR and Recruitment Department for hiring candidatesParticipated in client meet-reviews and general business talk / challengeDetermined basic KPI’S like SL, Quality, FCR and CSAT in placeSteered new employee engagement programme to enhance employee satisfactionResponsible for managing daily operations for 3 telecom giants in SOUTH INDIA Managed activities for seat utilization and maintaining desired occupancy level Show less

Operations manager for the South Inbound Process for Telemedia Services for Bharti Airtel- Karnataka, Andhra Pradesh, Tamil Nadu and Kerala Voice Process- 350 Agents, 6 TL's and 2 AM's- Responsible for SL, AL, CTQ, CSMM, Repeat, FCR

Team Lead for Karnataka, Kerala and Kolkata : Managing a team of 20 Executives. Also managing "Care Touch" team for the Premium Customers - Customer Services- E-mail, Chat support- Back End Support- Escalation Management