Experience

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  Sankara nethralaya medical research foundation

  Jan 1996 - May 2002

  Customer support executive

  - Represented and handled customer queries, problem solving and providing detailed information about eye surgeries and the necessity for the same. Developed and trained of new customer service representatives and associates

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  Sutherland technologies

  Jul 2002 - Jan 2004

  Help desk executive

  - Exceeded the Customer satisfaction and First Call Resolution target by 14% consistently- Successfully diffused volatile customer situation, one that positively impacted revenue by $1 Million enhancing Business success- Contributed to training of newer Engineers on technical skills and best practices sharing increasing First Call resolution of the group by 26%- Achieved 2 certifications to enhance technical skills and knowledge- Contributed to team management by assisting data analysis, resulting in 2% more effective means of business forecasting and process improvement Show less

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  Siemens information processing

  Apr 2006 - Jun 2008

  Assistant manager

  - Increased Project quality by 40% through Process refinement and process improvisation- Decreased error percentage by 26% through training and knowledge enhancement of language and culture, enhancing business process & operations- Decreased staff turnover by 6% through strong relationship of team bonding, team ownership and more in-person consultations - Optimized utilization hours of team by 12% through the more effective utilization of corporate shared resources- Removed 2 underperformers in our group to ensure the meeting of corporate standards and enhance team spirit and improved productivity- Contributed to business as Editor of Siemens Journal, enhancing the view of Business Unit success stories by 50%- Introduced Diversity network to enable and empower the differently abled staffs enhancing productivity by 25%- Improved SLA scores by 50% in 6 months by effective operations management and enhance people empowerment- Introduced a quality team to reduce redundancy and increase Project quality by 16% Show less

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  Valued epistemics

  Sept 2008 - Jan 2009

  Relationship manager

  - Maximised Target audience by 100% through focus on alumni relationship – embedding viral marketing features, enabling us to win 22% more of our pitches- Increased customer reaching calls by 32% by recruiting aggressive phone callers into the sales team, enhancing Business Operations- Successfully added 10 new productive salespeople after forecasting showed we could deploy them efficiently towards effective Business Management- Improved cash flow generated by 6% through identification of new clients, effective marketing presentation to Colleges authorities & students- Introduced new payment method for clients that led to 16 incremental referrals throughout 2008, each of which turned into substantial customers for the firm, gaining new business opportunities- Generated lead by 12% through presentations and personal consultations with colleges and faculties about the Business operations methods and its success - Optimized new business opportunities during Shaastra 2008 at IIT campus increasing Business Opportunities by 16%- Increased ROI by 34% in 4 months from new Leads and Alumni referrals Show less

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  Microsoft

  Jun 2010 - Aug 2013

  Manager

  - Increased ROI by 12% through implementation of updated Diagnostics tools for better business operations- Increased CPE (Customer Satisfaction- Customer Partner Experience) by 14%, exceeding Service level agreement through Cross trainings and mentoring methodology, achieving successful business operations - Successfully added a total of 12 new certifications, in aggregate, to my team members through a focus on the importance of training and development, making business process management effective- Decreased Staffing per service assignment by 6% through refresher training and the more utilization of corporate shared resources- Achieved 80% employee satisfaction through people empowerment and team cohesiveness for better team spirit and enriched people management- Improved cash flow generated $12 million by fixing technical issues in Slates - Reduced Staff turnover by 6% through industry specialization, creation of Diversity Action network in the cluster, empowering people skills and creation of team ownership in our team- Optimized reward and recognition system that led to better management & retention of our top performers, seeing 10% growing to senior positions- Removed 4 under-performers in our group enhancing team morale and manage top performers more aptly for effective performance management Show less

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  Mindtree

  Aug 2016 - Nov 2020

  Project manager