After successfully launching and operating Wipro’s Brantford, Ontario facility, I was assigned to build client relationships and significantly expand higher-margin businesses and a portfolio of technical support projects at Syracuse, New York. I lead end-to-end service delivery and project management services as well as enhance operational efficiency. I am currently leading client-relationship extension efforts to expand the scope of work with existing accounts while also spearheading efforts to identify and close new contracts. A key stakeholder responsible for expanding operations at our Syracuse location, working on a wide-range of BPS accounts. Collaborate closely with clients to improve end user experience, service level performance, and all other performance metrics while enhancing value added services. Drive operational and financial rigor to achieve optimum business outcomes for this high-priority facility. Identify, nurture, coach and mentor a team of rising managers to make them successful future business leadersPerformance Management, Team Management , People Management are my areas of Strength▬▬ High-Impact Results ▬▬◆ BUSINESS & CLIENT GROWTH: Expanded the scope of work with our primary client, a world leader in high-tech medical devices.◆ INNOVATION & CREATIVITY: Identified the need for and developed a solution to add sales processes into client’s existing business process solution, thereby generating significant incremental sales and the enhancing client relationship with high-ROI results.◆ P&L / REVENUE RESULTS: Exceeded revenue goals by double-digit percentages in multiple recent quarters, primarily by adding new pilot processes.◆ SALES SUPPORT & BUSINESS DEVELOPMENT: Developed new accounts through active pre-sales project activities, helping pre-sales team with RFP creation in cross-functional collaboration.

Led end-to-end service delivery and operations management for this new business process centre, Wipro’s first in Canada. Created and executed strategies to meet all revenue, profit and performance goals. Also supported sales and marketing activities to drive incremental business growth in Canada and the US. Served as a key project implementation executive, ensuring client project needs were addressed, solutions were optimized, and all project and operational goals were met or exceeded.▬▬ High-Impact Results ▬▬◆ Grew facility’s revenue from zero at startup to low eight-figure performance (USD).◆ Achieved number one ranking among seven vendors for a major telecommunications client in Q3 of 2014, and consistently maintained top tier rankings for customer service survey results, first call resolution, and other metrics for the complete duration of the contract.◆ Implemented entire suite of Wipro business model elements: recruitment, training, MIS, quality, risk, compliance, and business continuity processes. ◆ Delivered flawless execution of business’s operations, technical, and project management value proposition elements.

I was transferred internationally from Mumbai, India to set up the new BPO/BPS facility, Wipro’s first in Canada. Responsible for service delivery for all the telecom processes in this 500-employee operation. Established relationships with key management team members of Canada’s largest telecom company, Wipro’s flagship client for this location. ▬▬ High-Impact Results ▬▬◆ Demonstrated flexibility, adaptability, business acumen, executive abilities, and project management skills by building and opening this technology-dependent facility.◆ Promoted to Associate Vice President after new-opening project success.◆ Created and enhanced relationships with other clients to expand revenue opportunities.

Established operations to support a UK-based telecommunications company with outsourced business processes. Transitioned processes to two Indian call centres and expanded back office operations in Chennai, India.Also, I was assigned to turn around performance and foster a strong relationship with a key client, the world’s largest software manufacturer. Delivered four high-end/Premium voice processes to provide enterprise level technical support for client’s proprietary software.▬▬ High-Impact Results ▬▬◆ Travelled frequently to UK to ensure strong relationship and collaboration with client. Engaged in extensive project management and BP consulting; ensuring flawless transition of processes from UK to India.◆ Recognized with highly-selective Critical Assignment Bonus for completing Six Sigma Green Belt project, creating substantial savings for the client and for exceeding targeted revenue by 5%.◆ Turned around contract that was on three-month notice for cancellation. Moved all performance metrics from red to green, stabilized the account, addressed technical root-cause issues, and ultimately grew the account.◆ Boosted revenue by expanding relationship with existing client and by attracting new business.

Led a technical inbound voice process of 150 engineers and a voice process with 20 customer-support employees.◆ Recognized with CTAS Project Manager’s Award for exceeding client’s performance requirements.

Managed day-to-day operations of a 300-agent outbound program for a UK-based telecom company.◆ Led 20-seat pilot program and grew it 650 seats in four centers; earned ISO 9000 certification for operations.