Experience

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  Sutherland global services

  Jan 2004 - Jan 2013

  Sr.team manager

  Role as Sr. Team Manager Managing multiple LOB (line of business) of 5 Team managers, 8 SME’s and 120 frontline consultants’ customersEnsure agreed client SLA are metParticipate in daily stand-up call with the client onshore and update progressConducting a daily review with Team Managers to improve program efficiency Undertaking Career Plan per employee’s Calculating manpower and provide inputs on Staffing, Scheduling and productivity management Handling client escalations and responding on time and Maximizing Customer Satisfaction Role as Team Manager Manage a team of 36 members supporting (Technical support & Up selling) North American customersDeliver according to Critical to Quality parameters defined by client Assisting teams on meeting the key performance metrics Co-ordinate with the Quality Function to simplify procedures leading to productivity and quality improvement, Ensure continuous review and improvement of process and proceduresImplement changes in the procedures after review Check on internal audits and other measures undertakenRole as Subject Matter Expert Manage and provide floor support for 30 inbound technicians and conduct process trainingConduct Pre-and Post-shift huddles to optimize the team performance Implement short-term & long-term roadmaps for each member to achieve operational goals Handled all new batches hired, providing extra focus with the help of additional support resources and scaling improvement Drive overall resolution and up selling sales floor wide on a daily/weekly basis Role as Technical Support Executive Providing floor support and conducting process training across the floor Communicating with computer users experiencing technical difficulties Analytical thinking, troubleshooting, and using problem solving and communication skills to guide users to resolve technical issues with their desktops Performing sales of related products and accessories Show less

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  Sourceguru india pvt ltd

  Jul 2014 - Apr 2015

  Manager of operations

  Manage the overall performance of the customer support team in terms of productivity, CSAT, quality and delivery of the service.Plan, direct and coordinate various aspects of customer support team.Assist in the development of strategic plans for operational activity.Implement and manage operational plans.Create and implement standard of policy and procedure.Create process flow or process document when there is an update in the process.Set Monthly/Quarterly KRA goals for the customer support agentsResponsible of hire new employees for the customer support team.Participate in workforce planning and budgeting activitiesIdentify the ways of opportunities to reduce operational costs and increase revenue.Regular review with the team leader/manager of employee performanceHandling customers complaints if necessary and reviewing customers feedbackConduct and review TL/TM and review the results of actions taken on their agent’s performanceAnalysis the data in statistic format and act appropriately.Reports to the TOP management on the operational efficiencyResponsible for BCP during emergencies to run the operations smoothly Show less

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  Habiliss systems private limited

  May 2015 - Jun 2016

  Project manager

  Accountable for performance levels of the processes to meet the targets, thereby the organizational goals both operationally and financiallyCreate/execute action plans to reduce cancellation of service, increase customer retention with reduced TATAlso accountable for people goals translating to reduced absenteeism & employee retentionEnsuring right talent acquisition through clear JD and assessments Manage the overall performance of the customer support team in terms of productivity, CSAT, quality and delivery of the service.Creating KRA, performance metrics and track team performance.Create process flow or process document when there is an update in the process Show less

• 

  Self-employed

  Aug 2016 - Sept 2017

  Founder ad ceo

  Founded startup which focused on virtual assistance service that significantly reduces the workload of the individuals by providing work life balance Formulated the company’s vision, goals and objectives; hired and trained the new resourcesBuilt and maintained professional relationship with the clientsContribution to website and application prototypingClient acquisition through digital marketing and salesIdentify the opportunity and convert the business chat into a valuable saleAnalyzed the data to reduce the defect for the better client service Access the billing input and follow-up with the client for the closure of monthly payment Show less

• 

  Ust global

  Sept 2017 - Jan 2021

  Service desk manager

  Monitor the team performance against key performance indicators (KPI) and service level agreements to ensure service and quality objectives are metResponsible to recruit candidates, governance the overall training program and oversees their performanceSupervise the team, monitor their stats, run reports, and provide feedback on an ongoing basis.Review technical guides and train support engineers on improving their technical and other skills to improve the customer service improvementEvaluate the team performance regularly and provide feedback through the performance management toolResponsible to ensure the team is adhering to the regular training activities and upskill their knowledge in order to manage the attritionAnalyze the Top calls and provide feedback to the respective team to minimize the customer contact by proposing for an automation Participate in IT Governance meeting and provide operational updates to CIO and Stakeholders Act as an incident manager and coordinate with vendor until the closure Drive war room calls for critical and high priority issues Participate in CAB call and provide approval on the change requests for CI/Service Impacting Services Engage and drive the onsite technicians, other support groups by defect management to maximize the customer experience with the best quality service Show less

• 

  Hcltech

  Jan 2021 - now

  Account Management – NA Region (ACV: $5.3 Million)Oversee service delivery for a North American client account with a Annual Contract Value (ACV) of $5.3 million, ensuring timely, high quality IT services aligned with client expectations.Develop and implement strategies to drive revenue growth and achieve profitability targets, resulting in consistent year-over-year profit improvement.Manage a P&L, ensuring cost optimization initiatives and managing operational budgets to meet financial goals.Proactively build and maintain strong relationships with key stakeholders and clients, ensuring a deep understanding of client needs and goals.Lead the creation and execution of Service Level Agreements (SLAs), ensuring compliance and delivering on service commitments for clients.Develop and implement profit improvement plans (PIPs) and cost optimization strategies to improve financial outcomes and increase account profitability.Responsible for account strategies that increase revenue opportunities, leveraging cross-sell and up-sell activities, as well as identifying new business growth areas.Client Satisfaction & Delivery ExcellenceFocus on maintaining and improving client satisfaction by consistently delivering exceptional service levels, managing expectations, and addressing issues before they impact operations.Act as a primary point of escalation for the client and internal teams, managing critical incidents, and ensuring swift resolution to mitigate operational disruptions.Drive continuous improvement initiatives, leveraging data and performance metrics to refine processes and enhance service delivery outcomes.Business Development & Revenue GrowthWork closely with sales teams and leadership to identify opportunities for business expansion, including new contracts and service offerings within the account.Lead regular client meetings to review performance, identify gaps, and present recommendations for service enhancements or cost-effective solutions. Show less Lead the overall IT service delivery operations for North America’s ONG industry. Manage onsite and offshore IT managers to lead and support a team of 55+ Technical Engineers (Service Desk, GAM, O365, SCCM and DSS). Accountable to ensure all SLA metrics are met and that customer expectations are reached or exceeded. Deployed as the second point of escalation and assist the Head of Delivery Management to coordinate with multiple team and stakeholders for seamless performance. Engage in EN opportunity calls with customer & AM/Sales team, go for additional head count or initiate a project to attain the revenue targets. Analyze the data and provide appropriate technology solutions/process improvement to attain the Operational/Business goals or value add to the customer.Ensure to have employee connect in order to thrive the culture/company value. Upskill employees, utilize their potential / skill to different tracks to drive cost optimization. My area of Responsibility Chair weekly/monthly calls with Managers & leads to review the metrics of their respective tracksParticipate in the MOR calls with customer & track the action items for closureEnsure all the customer complaints/issues are tracked & prepare Action planReview the monthly billing with PMOConduct periodic skip level meetings with the employees & facilitate necessary trainings for themStay closely connected with line managers to review operational challengesReview the existing process, look for an opportunity for CSIConstantly review and ensure right people are staffed / recruited through influencing TAG/HR.Ensure run books and business academy are updated and review periodicallyResponsible for effective resource optimization and recruitment of new resources as and when neededConduct quarterly Townhall with my employees Show less

  • Service Delivery Manager

    Sept 2023 - now

  • Digital Workplace - Senior Manager

    Sept 2022 - Sept 2023

  • Digital Workplace - Operations Manager

    Jan 2021 - Sept 2022