Shivani Verma Email & Phone Number

· Providing leadership to our service support teams nationally.· Leveraging our Bangalore team to streamline work and deliver better customer and advisor experiences.· Refining existing processes and developing new ones to allow us to better handle regional workflow fluctuations.· Developing and maintaining a best practices framework to deliver better customer, advisor and team experiences.

Shared Services

Vancouver, British Columbia, Canada

Vancouver, Canada Area

Vancouver, Canada Area

Vancouver, Canada Area

Participate in the development of the mission, strategies and goals for Technology Services (TS) to ensure the optimum delivery of appropriate shared services for BC Health Authorities. Participate in strategic and operational planning of department and oversee resulting projects and initiatives. Ensure that key issues related to system performance and metrics management are clearly articulated during the strategic planning process; implement related initiatives.

Vancouver, Canada Area

Customer Experience and Management Consulting

Nairobi, Kenya

Lead the BPO transition for all 16 African Countries working with IBM, SPANCO and TECH MAHINDRA. Establish strong partnerships and pave the way for innovation while establishing a partner network and ecosystem. Pioneered new models of business relationships and established 'Smart Partnering'. Building the commitment between businesses in a collaborative relationship to create mutual value by striving to achieve shared competitive goals and operational benefit through a spirit of mutual trust and openness. Designed an integrated Customer Relations strategy to support business customers, leveraging social media to attract, retain and deepen customer relationships. Conducted competitor research, defined standards and metrics, established requirements for Customer Support vendor selection. Directed and developed with partners the best in class Preventive, Reactive and Escalation process for enabling Operational silence, increased customer satisfaction while ensuring cost-effectiveness.

Vancouver, Canada Area

Conceptualized and developed innovative technologies and communication systems enhancing customer-service operation. Provided key problem-solving strategies for numerous call-center consulting projects, focused on re-engineering business processes, performance assessment, and technical upgrades to enhance productivity. Provided decisive, action-driven entrepreneurial leadership in the implementation of Call-Centre methodologies in order to enhance performance and facilitate learning, creating action-plans for success. Selected Accomplishments:Originated, initiated, and efficiently managed a 100% At Home Agent corporate call centre for a client for 10 months.Redesigned and streamlined organizational infrastructure to capitalize on human resource, operational and financial competencies resulting in cost reduction and capital gain.

Vancouver, Canada Area

Senior Manager with full-responsibility for multi-site operations management, developing standardized methods of communication, monitoring and operational systems. Pioneered innovative organizational development initiatives improving sales, productivity, and customer service objectives. Instituted methods to determine the significance, success, and life-cycle of products to ensure proper market and sales support.Selected Accomplishments:Promoted rapidly in 4 years through a series of increasingly responsible management positions, gaining broad-based multi-function experience across quality service, sales and corporate operations.Formulated and Customized an outsource centre in 6 months from vendor selection, to model, data transfer and testing, while successfully transferring all in house personnel.

Successful in developing and integrating technologies to support broad-ranging operating, communication and organizational needs. Assessed client need and established innovative solutions to improve efficiency and sales. Maintained personal rapport to establish strong relationships with clients, members and customers. Selected Accomplishments:Managed 5 Call Centers consisting of 40 executives and 500 channel operators over 5 states in the North Region of India, delivering constant Customer Satisfaction. Increased sales by 150% quarterly by reassessing client needs and provided means for efficient and effective alternatives.

Assisted in the development and creation of effective telecommunication systems to improve productivity and revenue, while maintaining high levels of customer service and client satisfaction. Provided customized solutions to client problems, meeting needs and strengthening business relationships. Instrumental in the development of groundbreaking call system of the state of Punjab.Selected Accomplishments:Contributed to the implementation of the first 24 hour Customer Call Centre for the state of Punjab.Exceeded revenue targets by 150%, beating a 1 million dollar projection.

Masters, Industrial And Organizational Psychology

Executive Education

- Building High Performance Teams - Marketing Fundamentals - Using Balanced Scorecards - Fundamentals of Finance & Accounting.

Honors Bachelor, Psychology

High School