I head the Product team at Deskera and love solving customer problems using a combination of technology and UX.In addition to product management, I am a part of multiple teams at Deskera, including product marketing, content marketing, performance marketing, SEO, SEM, analytics, customer success, pre-sales, and have led successful implementation of large projects for key clients.

Was responsible for service delivery for inbound, outbound, sales and back-office work with a team of 300+ FTEs, 15 Team-Leads and 4 Deputy Managers across Bangalore and Cebu for UK based client. Key responsibilities include managing client and customer satisfaction, operations management, budget management, business and headcount planning and recruitment, managing change requests from the client, driving continuous improvement with the focus on cost and creating a robust, people independent, work environment through the deployment of operational excellence practices. Creating a strong talent pool through people development activities involving classroom trainings, coaching, feedback and performance assessment are an essential component of the job.Additional roles and responsiblities include:• Leading the development, mobilization and deployment for an online communication and knowledge management system, for all Accenture contact centre deals in Bangalore, Mumbai and Cebu• Deployment of a centralized online tracking system for early attrition warning and monitoring completion of employee connect forums, for all Accenture contact centre deals in India• Driving the continuous improvement program for all Accenture contact centre deals in India as part of a global CI initiative• Appointed as Operational Excellence Focal to drive operational excellence practices

Managed a team of 15 – 20 FTEs providing technical support for a US based client. Key responsibilities included delivering Customer Satisfaction scores, providing first call resolution and meeting inbound service levels. Maintaining low attrition and absenteeism for the team was an important aspect of the profile.Was deployed to Manila for a period of 3 months as part of the transition and mobilization team for Project Kodiak and the launch of Accenture Manila Contact Centre operations.

As a Subject Matter Expert, was consulted on process related queries and worked on process improvement initiatives with focus on key outputs like FCR, AHT, CSAT etc.