Vivek Roy Email & Phone Number

Mumbai, Mh, In

Mumbai, Maharashtra, India

Team Size : 70-80**Technological Transformation: Spearheaded initiatives to implement automation solutions within CRM systems, streamlining incident and ticket assignment processes.** Strategic Decentralization: Led efforts to decentralize Customer Success Delivery processes into specialized segments, enhancing service delivery and operational efficiency.** Customer Engagement: Introduced Menu Voice Bots over cloud telephony for 24/7 customer support, significantly improving customer satisfaction.** Process Optimization: Identified and addressed inefficiencies, replacing traditional Toll-Free structures with Cloud Telephony technology, resulting in a 60% cost reduction.** Strategic Planning: Developed and executed a phased approach for implementing Conversational Voice Bots using AI to provide seamless 24/7 assistance.** Technological Innovation: Implemented Omni-channel Software and Speech Analytics to enhance operational efficiency and customer experience.** Project Leadership: Directed the comprehensive setup of Customer Support & Delivery for a new TATA Group Venture, managing a team of 60-70 professionals and overseeing technology research, system setup, and team integration.** Resource Management & Stakeholder Engagement: Managed resource planning, risk assessment, and stakeholder engagement, ensuring successful project execution and high customer satisfaction. Mainframe Development: Led mainframe development projects, ensuring seamless transition and integration of legacy systems to modern platforms.** Cross-Functional Collaboration: Worked with cross-functional teams to optimize mainframe applications, enhancing performance and scalability for improved client experiences

Mumbai, Maharashtra, India

Team Size : 40-50 ** As a Project Lead at TCS iON, I managed comprehensive project planning, execution, and delivery, ensuring alignment with organizational goals. I established a B2C customer support team and drove B2B2C assessment support, optimizing resource allocation and utilization. My role involved managing customer communication and enhancing overall satisfaction through tailored strategy development for different segments.** Project Delivery Management: Led project planning, execution, and delivery to meet organizational objectives.** Team Leadership: Established a B2C customer support team and facilitated B2B2C assessment support.** Resource Optimization: Ensured optimal resource allocation and utilization to meet targets and adhere to budgets.** Customer Relationship Management: Managed customer communication, experience, and engagement, enhancing satisfaction and fostering organic growth.** Strategic Development: Designed and implemented customized strategies for Learning, Enterprise (Manufacturing SMEs), and Candidate Assessment segments.** Data Analysis and Reporting: Conducted statistical analysis and compiled reports to enhance operational efficiency.** Risk Management: Conducted unit internal audits to ensure effective governance and internal control processes.** Crisis Management: Set up a backup operation within 24 hours during the COVID-19 pandemic, demonstrating adaptability.** Cross-Functional Collaboration: Worked closely with diverse teams to integrate decentralized processes, fostering innovation and organizational agility.

Mumbai, Maharashtra, India

**Process Improvement & Optimization: Studied and mapped the existing travel process, identifying avenues for improvement.**Solution Implementation: Gathered business requirements and worked with the technical team to implement solutions.**Digitization: Drove the digitization of the legacy travel expense monitoring system into a Global Travel Expense Report for easier analytics.**Stakeholder Collaboration: Liaised with airlines, TMC, travel websites, and payment solution companies to propose an innovative ticketing model.**Expense Control: Worked with the CFO office to set up control measures for unit-level travel expenses.Key Impact:* Achieved a 30% reduction in travel expenses.* Significantly reduced manpower expenses.* Enhanced the budget forecasting model.

Mumbai, Maharashtra, India

** Business & System Requirements: Gathered requirements from user groups and created process maps for AS-IS and TO-BE processes.** System Implementation: Ensured the system delivered functionalities as specified and led end-to-end implementation in collaboration with solution teams.** Documentation & Training: Created BRD, HLDD, Use Cases, Test Cases, UAT, and provided user training.** Global Roll-Out: Handled the global roll-out of the VMS (Vendor Management System) across multiple TCS locations in India, supervising implementation issues and enhancements.Key Impact:** The application is currently being used by more than 600,000 associates globally successfully.

Mumbai, Maharashtra, India

Contributed towards setting-up campaigns to generate leads from NBFCs, handling data entry in CRM & generating analytics. Conducted Sales Calls to prospects to schedule meetings as well as accompany ZDM in meeting with NBFCs

Hyderabad, Telangana, India

Developed, designed, unit tested & performed Integrate Testing of functional modules. Created test cases, performed defect analysis & worked on defects. Discussed design ideas during the project development process. Confirmed data accuracy after the introduction of the new systemClient Name: NNA (Nissan North America)

Leadership Management , Consumer Trends ,Market Strategies ,Product Management & Market Research

Bachelor Of Engineering - Be, Electrical Engineering

Activities and Societies: Football , Running & Cricket

1St To 12Th Standard, Science & Maths

Activities and Societies: Cricket & Football (Soccer) my life . After School : 4 PM to 5 :30 PM Cricket & 5:30 PM to 7 PM Football Always.