Experience

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  Solutions integrated marketing services

  Jan 1999 - Jan 2004

  Project supervisor

  Responsibilities – Handled various voice-based teams for both technical and non-technical projects.Monitored the agents’ performance.Had direct interaction with the clients and implement various processes.Reported to the top management on a daily basis on the projects.Recruited and trained members for the existing as well as new projects.Handled calls for technical troubleshootingDesignations Held – Project Supervisor, Technical Support ExecutiveTeam Size Handled - 40 Mas kaunti

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  Slashsupport

  Jan 2004 - Jan 2007

  Team manager

  At SlashsupportAchievements• Lead the single largest team involving both Voice and non-Voice Support. • Awarded “Pillar of Slashsupport” for consistent top performance.• Awarded as ‘Top Performer for the Quarters Oct-Dec 2005’ and 'Oct-Dec 2006'.• Improved teams’ CSAT from sub-50% to above 70%.Responsibilities/ ActivitiesAs Team Manager• Service Level Management – Continual monitoring and ensuring the SLAs are met.• People Management and Development – Achieving individual behavior and performance to enhance organization’s effectiveness.• Operations Management – Ensuring that business operations are efficient in terms of using as little resources as needed, and effective in terms of meeting customer requirements. • Technical Support – Provide resolution for technical issues and ensure first call resolution. Mas kaunti

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  Tata consultancy services

  Mar 2008 - now

  Senior manager

  Responsibilities/ ActivitiesAs Delivery Manager/Engagement Manager - - March 2024 till now• Owning the overall delivery of services and making sure they are delivered on time as per the customer requirements• Manage all the different customer stakeholders directly while working closely with the respective client partners• Maintaining the operational parameters within acceptable limits as prescribed by the unit• Liaise with customers who are spread across different geographies on all open demands and get associates onboarded• Conducting governance and steerco meetings and work on voice of customer and their feedback• Address people related issues within the account, motivate them to upskill themselves and position them for appropriate rolesAs Operations Lead and Portfolio Manager – August 2019 till February 2024• Owned and maintain the revenue/cost/ margin projections as committed by the account to senior management• Reporting to senior management on all operational parameters• Manage a team of PMOs and guide them to execute the day-to-day operations in terms of allocations, timesheet tasks, etc• Work with the customer on pending invoices. Follow-up with PMs/BRMs for any delays. Ensure quarterly targets are achieved• Worked with customer on open demands, hiring and onboarding associates• Worked closely with associates on various delivery aspects and enabling them where requiredAs Delivery Manager / Project Lead / Team Lead – March 2008 till November 2015• Service Level Management – Continual monitoring and ensured the SLAs are met• People Management and Development – Achieved individual behavior and performance to enhance organization’s effectiveness• Ensuring Financial Discipline• Personnel Development – Groomed people for long term growth• Supported and coordinated with other departments, internal and external stakeholders for work order sign offs, billing compliance• Handled a 40 FTE migration and successfully completed the transition. Mas kaunti