Jun 2022 – Jun 2022 · 0 mo · Mumbai, Maharashtra, India

• Accountable for managing offshore-onshore Content and Campaign Management Services and enabling clients to provide excellent customer experience by delivering value based solutions

Jun 2016 – May 2022 · 5 yrs 11 mos

• As a Service Delivery Lead, I orchestrated the strategic demand management of Digital Asset Management for the Mumbai Data Center, skillfully aligning deliveries with meticulous timelines and unwavering quality benchmarks. Notably, I helmed a proficient team of platform specialists, providing invaluable guidance to brand Marketers navigating the intricate landscape of medical, legal, and regulatory approvals for digital assets. Collaborating seamlessly with Channel leaders, I ensured the punctual and elevated execution of requests, harmonizing them with industry standards, rigorous controls, and optimal practices. Through adept governance, I harnessed Contract Controllable Income (CCI), markedly enhancing profitability and the overall business trajectory. My vantage point goes beyond mere operational efficiency – I consistently comprehend the pulse of business challenges and articulate the value proposition of services with objectivity and independence. This, coupled with my keen engagement with reporting and analytics, empowered me to distill content utilization data into actionable insights, underpinning demonstrable ROI for client leadership. Customer satisfaction lies at the core of my approach. Leveraging robust CSAT methodologies, I facilitated continuous feedback loops, leveraging these insights to refine service delivery and explore innovative alternatives. My zeal for innovation found expression through the strategic infusion of automation, propelling operational efficiencies, and fostering a culture of ideation. A critical facet of my role involved fostering synergistic collaborations across diverse profiles – Channel leaders, DAM professionals, and Taxonomists – to deeply comprehend workflow bottlenecks and devise targeted mitigation strategies, creating an environment conducive to continual learning. Moreover, my commitment to nurturing a thriving organizational ecosystem was realized through fostering an inclusive, engaging atmosphere.

Jun 2015 – May 2016 · 11 mos

• Championed end-to-end project initiation, steering a results-driven approach from the ground up, while strategically aligning budgets, timelines, and meticulous reporting to ensure optimal financial stewardship. Elevated project execution by fostering robust collaborations with Market Specific Engagement Leads, Digital Project Managers, and external partners, driving seamless requirement integration and alignment. Pioneered proactive relationship development with technology providers, platforms, and digital partners, a pivotal role in amplifying project success and cultivating a thriving digital ecosystem.
• Expertly coordinated resources, mitigated risks, managed actions and dependencies, and facilitated impactful team and client interactions, ensuring consistently successful project outcomes and a cohesive project landscape.

Nov 2014 – May 2015 · 6 mos

• Project Initiation and maintenance in MRM tool Aprimo (Teradata), Establish Budgeting & provide Reporting alongside complete Project details. Work with fellow PMs on various project requirements, initiate project requests and ensure the information to do the project activity is available. Provide Operational reports and monitor project financials, respond to any escalations as appropriate.

Jun 2013 – Oct 2014 · 1 yr 4 mos

• Steered independent leadership of multiple geographically diverse projects, consistently delivering client satisfaction and driving transformative outcomes. Orchestrated end-to-end project lifecycles, from scoping and opportunity identification through transition and closure, ensuring seamless alignment with business objectives, enhanced service delivery, and substantial cost savings. Exemplified rigorous governance by obtaining business unit approvals, meticulously documenting project plans, and proactively managing risks and compliance considerations, fostering a culture of precision and excellence. Empowered high-performance teams, effectively liaised with stakeholders, and adeptly communicated project progress, fostering impactful collaboration, strategic risk mitigation, and continuous process improvement.
• Achievements:
• Traversed European client delivery centers to adeptly lead pivotal project scope discussions, embodying an agile and solutions-driven approach that facilitated seamless project alignment and fueled transformative outcomes for a prestigious Pharma client. Received commendation from esteemed entities such as Pharma ORG's Global Digital Governance and Digital Managers, along with Recognition from Engagement Managers in China. Accumulated a suite of esteemed awards, spanning from being hailed as the top performer in customer satisfaction-driven operations to securing leadership recognition for exemplary project management. These recognitions mirror my unwavering commitment to solving challenges and driving tangible business results.

Feb 2012 – May 2013 · 1 yr 3 mos

• Manage end-to-end service for the assigned project, from onset of the request to review, upload and deliver solution.
• Maintain and track daily / weekly / monthly request trackers
• Maintain and manage robust and multilevel level Quality Audits for efficiency and accuracy of project delivery.
• Plan and manage efficient review mechanism to detect requirements to provide accurate and complete project outcomes.
• Coordinate with different teams and resolve any technical / compliance / approval issues.
• Maintain and track risk and issue logs.
• Provide extensive reports and analytics on project status and delivery.
• Plan and coordinate adoption mechanism for propagating and attaining future projects.
• Access management to all required tools and environments for timely and seamless project progress and delivery.

Sep 2010 – Jan 2012 · 1 yr 4 mos

• My responsibilities included -
• Forecasting workload and scheduling staff to meet anticipated workload within scheduled turnaround time thereby enhancing efficiency and meeting deadlines. Maintaining high discipline and break adherence, coordinating with team captains and managers for cross training and innovative suggestions. Tracking and enhancing performance metrics such as ‘Customer Service Survey %’ and ‘First Call Resolution’ by continuous introspection and improvements.
• Creating & implementing workflows to facilitate improvements by identifying service delivery gaps, offer solutions and successfully implement ideas to enhance to products and services. Managed migrations involving Business Readiness, process risk analysis, training and knowledge transition, followed by handover to Operations. Developing Process Parameters, Quality Evaluation & Grading System and testing techniques for call evaluation and managing documentation of the same. Mentoring, sharing best practices and monitoring calls for new hires on the floor with focus on driving the CSAT / initiatives & execution.
• Identifying and implementing strategies for building team effectiveness by promoting a spirit of cooperation between team members.

Aug 2008 – Aug 2010 · 2 yrs

• Planning Quality targets, monitoring numbers and achievement of overall targets on a daily, weekly & monthly basis in adherence to the pre-set standards.
• Sharing best practices and monitoring calls for new hires on the floor with focus on driving the CSAT / initiatives & execution.
• Developing Process Parameters, Quality Evaluation & Grading System and testing techniques for call evaluation and managing documentation of the same.

Feb 2005 – Jul 2008 · 3 yrs 5 mos

• for a semi-tech US Inbound process in; .
• Got promoted to Quality Analysts in July 2008 for the same process and then went ahead to become a Team Lead for Operations in September 2010.

Oct 2003 – Jan 2005 · 1 yr 3 mos · Mumbai, Maharashtra, India

• for the UK Inbound process (Tele 2 Communication Services LTD) was then selected as one among the pilot team member to the Inbound Process for the same Product launch in the Republic of Ireland.
• Job Profile
• Handling Customer queries and solving their technical/bill/cancellation issues.
• Resolving and Monitoring sales issues and complaints.
• Preparing Daily Reports.
• Generating weekly customer monitoring and management system reports for sales, customer service and win back

Jul 2002 – Sep 2003 · 1 yr 2 mos · Mumbai, Maharashtra, India

• Handling Customer queries related to bill/technical faults/cancellation.
• Resolving and monitoring customer service and churn issues.
• Coordinating between customers, sales, operations & other departments.
• Within 8 months of joining as; CSE in NCRM department was promoted as Sr. CSE to Churn Management.