Product Portfolio Management

Service delivery and TAT

 Managed the 24*7 Helpdesk operation of DTS providing customer Service and Technical support Operationally responsible for WFM to ensure SLAs are adhered. Managed the lifecycle of process transition and expansion of IT helpdesk level-2 support to offshore captive center

AuxiCogent is a global outsourcer of specialized front and back office services in the fields of Shipping, Transportation, Logistics and Travel verticals.Assistant Manager - OperationsOperations• Closely interacting with each team member through review meetings discuss Reports, Set Targets for individual performers based on the same and close watch on all metrics. Analyze Strength and weaknesses for Team members and develop Action Plans• Worked with the Six Sigma BB on… Show more AuxiCogent is a global outsourcer of specialized front and back office services in the fields of Shipping, Transportation, Logistics and Travel verticals.Assistant Manager - OperationsOperations• Closely interacting with each team member through review meetings discuss Reports, Set Targets for individual performers based on the same and close watch on all metrics. Analyze Strength and weaknesses for Team members and develop Action Plans• Worked with the Six Sigma BB on improving the AHT without affecting CSAT and achieving a target reduction of 3.5% in abandon rate.Transition Projects• As the part of the Core group in expanding the operation to a offshore base ( Sri Lanka) worked extensively in Hiring, training and Implementation• Conducted Training sessions for the new hires joining the process. Show less

Daksh (Now IBM Daksh) is a leading Indian eCRM co-sourcing company, which offers customer care services including voice, email response, real-time chat, knowledge management, eCRM architecture and other value added services to Fortune 500 companies

A US based publishing house with products ranging from multi volume encyclopedias and educational reference books.