Provide advisory service to banking & capital market clients bringing transformational ideas and innovation to life building customer relationships and creating a business portfolio for contact center transformation. I help clients to transform their contact center operations and strategize for design, develop and implement operating models organizational constructs that enable our clients to change the way they deliver value to their customers. Responsible for helping to drive and deliver new ideas with clients by engaging with them in bringing the full power of Capgemini to solve their problems. I bring to Capgemini practices together and account teams to shape complex deals assist with deal proposals and deal closing. I strategize across key engagements and teams that encompass a wide range of activities including assessments and roadmaps to provide recommendations and activating new ways of working using agile rhythms and enabling leading digital platforms. Responsible for qualifying, developing and nurturing pipeline opportunities.

Execute a multi-faceted & all-encompassing role, handling daily leadership responsibilities for multiple business units, along with ensuring standardization across silos, while meeting corporate goals including service reduction in call volume and increased NPS scores. Serve as a relationship-builder among key stakeholders for competing priorities. Cultivate business plans for cross-functional initiatives such as new product and service offerings, strategic partnerships, and improvements to internal operations.

Drive end-to-end operations to ensure optimal reliability and system stability, coupled with tracking processes and procedures. Involved in business operations & development, defining processes as well as cross-training diverse teams across (3) segments. Conceptualized an Omni-channel strategic plan related to key initiatives, launches, and existing programs, while managing project scope, schedule, costs, quality, and execution of project tasks for large telephony application projects. Executed short/long-term strategies to deliver contact center services to internal customers within schedules and budgets. Led a team via the process of defining project requirements and coordinated the execution plans for contact center applications.

Collaborated with end-users, development staff, and infrastructure teams to resolve outages for Morgan Stanley Wealth Management Contact Centers including infrastructure and contact center application components. Partnered closely with IT Operations to drive efficiency and execute ITIL processes and continuous service improvement for production monitoring; gathered service-level metrics and acquired customer insights, while preparing vendor scorecard reports. Coordinated with business and technical colleagues to provide reviews and deliver recommendations for upgrades/enhancements. Steered project initiatives focused on stability, optimization, business impact analysis, and associated risk related to contact centers. Supported services via application enhancements while managing the system set-up process to facilitate changes within operations. Analyzed vendor operations to ensure the attainment of prescribed service-levels and performance of obligations. Monitored production processes for continued stability, reporting, tracking, and communication of problems to clients. Liaised with application and enterprise infrastructure teams to review the design for Genesys Telephony solutions. Enhanced and optimized existing outage management procedures, emergency response processes, and recovery strategies

Project Team Lead at the US Air Force for contact center transformational initiatives regarding performance management, quality assurance & customer experience, resulted in the management of unified programs across all Regular Air force, Air National Guard, Air Force Reserve, and Civilian components. Built end-to-end program strategy, business case, and enterprise-wide high-level project plans, while communicating with IT and business leadership on overall program strategy, direction, and changes. Interacted with business partners from multiple disciplines to elicit business requirements package for stakeholder sign-off and delivery to technical teams; as well as established project management processes to ensure delivery of project scope on time and within budget, along with exceeding customer expectations. Proficiently cultivated a cost estimate model for Bay Area Transportation Authority contact center operations and infrastructure, thus achieving renegotiation and savings of 16% (approximately $5M). Planned and coordinated CRM strategy with internal and external stakeholders across the US Air Force. Functioned as an advisor to cross-functional teams, managed deliverables through completion within a timeline, quality, and budgetary constraints; drafted proposals and RFP responses, along with facilitating pre-sales consulting meetings with clients. Partnered with customers to visualize tools such as process mapping, wireframe creation, and techniques to fast track concepts

Functioned as a primary point of contact for contact center projects on behalf of IT Customer Care to internal Customer Care and cross-functional stakeholders Acted as the Technical Project Manager. Accountable for planning and design of virtual contact center project (budget responsibility of $3.0M), along with managing deliverables, scope, requirements, business integration, project planning, milestone delivery, communication, and change management.

Strategically partnered to provide best-in-class services for planning, designing, deploying, and supporting digital service technology and tools; drove customer strategy by identifying customer segments across interactions.