Head of Operations

- Responsible for setting up 24*7 operations in Chandigarh, Panchkula & Mohali- Onboarded 110 health partners for various health services.- Developed CRM and automated ticketing tool.- Designed & developed ecommerce platform on the website,- Setup 5 customer centric clusters to manage services.

• Headed supply chain operations for leading B2B customers across PAN India.• Automated processes of departments improving efficiency by 35% and TAT by 18%.. Introduced Tableau (data analytics to increase business sales and reduce error rate from 7% to 2% in last 5 months.• Restructured to scale up operations. Production scope capacity increased by 60% • Implemented operational excellence, Quality and Risk controls. • Managing Risk and control self-assessments process with service partners.• Driven rigorous inventory audits on weekly & month basis. • Responsible for handling vendors, contract management, P&L & margins.

Leading a large-scale contact centre on B2C support for Revenue & Billing and Assurance for Telstra, a leading Australian Telecom player for their mobility & bundle products- Part of the core Bid management & solutions team- Setup operations and governance for 300 FTEs with no degradation in services from Day1 - Growth of 240% within 9 months of process inception - Responsible of delivering hiring & training strategy which kept us ahead of the game- Improved customer experience manifested by 30% NPS improvements and 16% quality- Yielding and started meeting profitability from Month 3- Developed IPs and tools to improve business- Successful Projects on Automations, Analytics & Industry practices leading to reduced customer efforts and improved value to business- Partnering to deliver channel deflections from Voice to CHAT projects

Managed large scale operations for Revenue & Billing and Assurance processes for a leading UK Telecom. Delivered transformation & continuous initiatives through channel optimizations, deflection strategies, Sales through service & BOT automation initiatives- Managed Inbound & Outbound collections. Managed portfolio of 25 million/ yr.- Managed inbound & outbound quality sales & upsells with a conversion improvement from 9% to 23% within 2 months of sales inception.- Managed Service Delivery for 3 verticals with FTE size of 700+ FTE’s (Technical Support, Collections and LiveChat) across 2 locations (Noida & Kolkata). Handled both voice & chat channels support.-Increased volumes in CHAT from 3% to 18% within 2 years of inception - Savings of 12% due to improved productivity and 11% reduction in cost per transactions with AHT improvements-Delivered and exceeded performance with 60% headcount growth in FY 2014-15 for the LOB-Managed Sales through Service for Noida location (Business Value delivered of USD 35 Million in FY 15-16)-Successfully closed 2 high impacting projects (Engineer Fee Disputes and Duplicate routers) with annual savings of USD 5M in FY 14-15-Formed MIS, reporting & Analytics team in Wipro to support delivery, leading to automating Fault Manager model which led to volume & CHAT reductions (135 FTE’s)-Turnaround delivery in Collections, with collection increasing from 800k to 1.3M/ month.-Operating margins improved from negative to positive 2 digits within 3 months of leading it

Successfully setup Voice & Chat operations for leading UK service and have led services like revenue management, assurance processes and responsible for site delivery

Managed assurance project for a leading UK Telecom giant with a delivery capacity of 400 FTEs. Led & delivered project & business value on customer advocacy and cost reductions

Handled multiple roles of delivery, Quality, workforce, training & compliance management