Experience

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  Compass bpo pvt ltd ( now aditya birla minacs world wide ltd)

  Aug 2003 - Jun 2006

  Team leader - operations

   Manage a team of 5 Quality Executives, 2 Trainers and 2 Verifiers. And also a team of 18 investigators. Responsible to meet SLA’s like CPH, Quality sample size, Verification and Login Hours. Conducting MBR. (Monthly Business Reviews) and WBR (Weekly Business Reviews) with Managers and Clients to over achieve targets with excellence in Customer Experience  Assisting the Program Manager/General Manager to increase the scope of business in the program  Appraised and promoted team members to various levels Co-ordinate with Training dept. on trainee transition to OJT/Production  Review calls regularly with the quality team to better performance and keep a check on malpractices  Motivate Quality team and agents to improve performance efficiency and morale.  Ensure Compliance with COPC and ISO process documentation  Rewards and Recognition  Interface with other departments within the company viz. IT, quality, training, and administration/transportation, HR at an operational level. Show less

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  First advantage india

  Jul 2006 - Dec 2006

  Project coordinator

   Manage a team of 2 Team Leaders, 2 Floorwalkers ~24 agents involved in Background employment and education screening to ensure optimum output and quality to meet the client SLA’s.  Since a pilot project, was involved in training the mass for the process. Responsible to meet SLA’s like CPH, Quality, and Re-Verification. Responsible for Staffing and Scheduling.  Conducting MBR. (Monthly Business Reviews) and WBR (Weekly Business Reviews) with Managers/Team leaders to over achieve targets with excellence in Customer Experience  Assisting the Program Manager to increase the scope of business in the program Show less

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  Bangalore management academy

  Jan 2008 - Jul 2009

  Business development lead

  Areas of Expertise People Management  Center Planning Branding & Advertisement  Incentive Planning Service Delivery  Negotiation

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  Vmware

  Oct 2009 - Aug 2013

  Quality analyst - global technical support services

  » Role required planning, implementing and scheduling tasks to ensure high levels of quality in line with the standards of the company. » QA Management experience across multiple projects, offshore and in-house.» Have strong technical skills, both functional and non-functional, manual and automation, ideally in a continuous delivery environment.» Strong communication skills with all the key stakeholders to ensure QA vision is understood and implemented correctly.» Experience managing testing departments or a testing functions, managing large and complex activities and processes» Ability to build, implement and direct quality assurance principles and maintain quality of delivery. Show less

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  Tma hospitality

  Apr 2014 - Jan 2016

  Senior manager - call center operations

  » Handling a team strength of 80+, which includes multiple regions/business units with 4 City Heads, 3 Team Managers, 60 C.S.R» Catalyze the delivery team to ensure quality deliverables to the customers. » Leading the activities of acquiring staff, training, quality assurance, reporting and asset/infrastructure management and setting up the governance model. » Turnaround in sub-standard performance by achieving high revenue and quality orders» Present quarterly earnings, returns and utilization of resource to venture capitalists» In charge of all strategic planning, development and staffing and financial performance of the call center » Oversee preparation of and submit an annual operating budget along with the team for review and approval, manage effectively within this budget, and report accurately on progress made and challenges encountered Show less

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  Hewlett packard enterprise

  Jan 2016 - Mar 2022

  Technical escalation manager | technical outage manager | account reactive manager

  » » Proactively engage with internal (Tech/Non-Tech) Teams to resolve complex outages on critical Accounts» Manage critical accounts end to end by driving cross functional teams to improve health index of these accounts» Executive communication Management, Conflict Management and Stake holder communication» Identify process gaps and collaborate with Escalation Specialist, Escalation Managers, Account Managers, Level 2 teams, field technical support representatives and engineering and streamline process within HPE» Proficiently resolving complex situations such as multiple product failure, severe production outages, performance degradation issues, data loss/corruption, and legal/media issues and take complete ownership of the situation and drive to restoration of services.» Work along with internal HPE teams to construct strategic deals and ensure we close loop on any corrective actions raised » Foster a culture of collaboration with peer groups and stakeholders (Account Management Team, Sales & Pre-Sales & Supply chain)» Responsible to provide technical and process training for Technical Outage Managers & Proactive account managers who join the Escalation Management Team » Actively involved with internal stakeholders to help HPE meet SLAs, organizational goals and metrics and understanding the technical problem and its impact on the customer’s business.» Building strong synergies within the internal teams, along with being an active participant in the GSD-EM community; maintaining a strong commitment to building relationships with the customer.» The Focal point of contact for the Technical Outage Managers when HPE Management engagement is required to manage storage incidents for Enterprise customers Show less

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  Quantum

  Mar 2022 - now

  Escalation manager - product support

  » Manage end to end escalations starting with triaging the incident, engaging critical resources, and handling communication with both internal and external stake holders. » Triage critical outages/escalations and engage the right resources to expedite resolution.» Perform confidently and authoritatively in the role of Escalation manager and lead customer personnel in responding to multiple fast paced outages at the same time.» Document event details by creating incident response letters, obtain proper approvals and present final client facing document along with the root cause analysis and recommendations.» Own and bring to conclusion all escalations (Internal/External) by collaborating with Support, Development, Operations and Sales team» Remain a focal point of contact for all technical and customer escalations for all products handled by the technical support team.» Work closely with multiple teams (Sales, Supply Chain, Engineering development team, partner teams) to ensure customer prioritization and service is rendered.» Work on close loop corrective action on all product, process or people related improvement areas with internal stakeholder’s post resolution of an escalation/incident.» Manage chronic issues on internal and external systems and provide feedback to engineering department for improvements.» Assist in managing engineering resources on day-to-day support business within the team (case management, back log management, resource allocation, on call management)» Lead efforts to hire, develop and build the ever-growing technical team globally» Participate in weekend and holiday on call rotation and be the duty manager for the global team» Actively be part of performance and recognition management program for the team Show less