Sumesh Soman Email and Phone Number

• Offering strategic web development solutions to clients, contributing significantly to their online sales growth and success. Played a crucial role in enhancing their online presence and effectiveness.• Conduct comprehensive website evaluations, emphasizing sales potential and identifying opportunities for increased revenue and conversions.• Provide guidance and support to clients through all stages of business development and transformation, including strategy development, planning, execution, and monitoring and evaluation.• Creating and implementing tailored website development strategies across various industries. These strategies are designed to align with each client's unique goals and requirements, ultimately increasing their online revenue.• Maintaining clear and transparent communication with clients and project teams to ensure the successful execution of web development projects and the achievement of their online goals.• Build and maintain strong client relationships, fostering repeat business and referrals for sustained success in the competitive online market.

Managing team of Sr. Engineers of Premium Project and Technical Leads who were working towards business set goals of Issue resolution and Customer Satisfaction. Managing TAC project of 190+ engineers, Alongside Director & SDM’s. Data Management, Client Management and people Management were key responsibilities. Responsible for daily TAC Operations to ensure SLAs are met as per set goals and working towards successful delivery of KPI’s Working closely with TA & Training team ensuring seamless hiring and training of candidates as per project requirements. Designing refresher trainings along with Trainer, Technical lead & Quality Auditor to upskill engineer’s skillset Working closely with client on Escalations, TNI, NPI and ensuring all mandatory trainings / process information is being downloaded to the engineers in timely manner. Responsible for WBR, QBR to share project progress with clients as per requirements.

• Stakeholder Management - Communicating intensively with clients, sub-contractors and vendors to establish a cordial and effective working relationship. • Working closely with different function heads, Architects, Engineering teams, Design Teams, Quality and Test teams, Global Sales, Global leadership and other stakeholders, for a successful program run. • Leading regular QBRs (Quarterly business reviews) with Steering Committee stakeholders and responsible for maintaining healthy CSAT/NPS. • Accountable for complete AGILE governance for complete programs – Metrics for internal and external stakeholders. • Opportunity analysis, conversion of projects to complete programs, building up their growth and sustainability. • Directly responsible for meeting the process performance goals by managing Teams. • Drive key business Factors including, but not limited to, Revenue, Resolution and Customer Satisfaction that leads to higher NPS.

ITILv3 and Prince 2 Practitioner Certified Professional. • Responsible for daily management of operations including KPI & SLA achievements. • Managing a group of indirect 50 to 60 team members and responsible for the overall direction, coordination, and evaluation of the entire unit. • Managing staffing plans & coordinating program specific support functions to ensure departmental synchronicity. • Directly responsible for meeting the process performance goals by managing Teams. • Managing assigned shifts and conducting regular performance reviews and weekly progress meetings with the teams in order to monitor team progress and develop strategies to improve performance to the desired levels. • Maintaining key operating procedures and other process records.

· Spearhead the entire Ops. Function which includes both Sales/Support & Marketing team.· Drive key business Factors including, but not limited to, Revenue, Resolution and Customer Satisfaction that leads to higher NPS.· Work towards process re-engineering and improvise on the current standard that leads to Business development.· Improve Employee Efficiency through effective Employee Engagement and Development Strategies.· Monitor, Control & Report Operational Expenses and report to the Business owners.· Performance Management and Manpower Planning.· Contribute towards the development of Policy and procedure for the ops and support functions.· Daily / Weekly and Monthly reporting of the business to the Business owners

Managing the AVAS line of business at IBM Pune:· Action planning to improve processes performance and metrics.· Analyzing training needs (TNI) basis current metrics.· Collaborative approach towards achieving goals as a Site/Vendor.· Coordinating with Stakeholders/Leaders in order to collectively deliver on deliverables.· Creating awareness and promoting best practices by best practice sharing across the work group.· Ensuring compliance targets are met.· Escalation and complaint management.· Ensuring that Set targets are met /exceeded within set timelines.

§ Responsible for handling the specialized queue and order queries.§ Collecting payments from the defaulters in the terms of their Payment bill.§ Taking care of call back process to the customers.