Jun 2021 – Oct 2023 · 2 yrs 4 mos · India · Hybrid

• Representing PS organization, driving service revenue growth & high quality execution of customer engagements.
• Accountable for overall direction of multiple, large, complex projects which may contain significant scope, ambiguity, risk & geographical diversity.
• Responsible for fulfillment of contractual obligations/overall completion of deliverables.
• Ensure collaboration with the global teams, process owners driving a culture of customer centricity, continuous improvement and service excellence.
• Attract, develop, and motivate a team of Solutions Consultants & TAMs continually to making our customers successful.
• Identify risks & opportunities across customer/project portfolios and maintain balance.
• Developing & executing the strategy of how we deepen our relationships with our system integrator/ staff augmentation partners. Manage P/L statement for the regions & ensure continued profitability.
• Build & manage people, process, tools & partners around remote managed services delivery.
• Building Support -
• Grow and build the teams of world-class 24/7 tech support teams to support global operations.
• Lead the strategic development of a globally scalable model, whilst partnering with other functions (esp product teams) to align the product approach including building readiness for new emerging products, with considerations of expansion and localisation strategy, talent planning, hiring capacity, outsourcing opportunities & cost modeling.
• Improve meaningful metrics including contact rates, case resolution time, % first time resolution, % automated, CSAT and our Customer Support cost per transfer.
• Motivate teams by developing and constantly sharing a compelling vision for the product, driven by customer insight and data.
• Establishing clear SLAs, selecting the right technological tools, and focusing on continuous improvement.
• Create and improve processes for effectively analyzing support metrics, along with user feedback, and presenting to key stakeholder

Oct 2020 – May 2021 · 7 mos · Mumbai, Maharashtra, India

• Drive World-Class Omnichannel 24/7 Tech Support and Special Projects across geographies.
• Focus on Customer Experience - Drive periodic reviews with key stakeholders, manage customer escalation & retention.
• Collaborate with cross functional teams to deliver meaningful product improvements.
• Manage workforce, process & tools to support changing workload. Team Development through training-coaching. Drive SL KPI’s, Performance review (OKR) & Service-Cost optimization.

Sep 2015 – Aug 2020 · 4 yrs 11 mos · Mumbai, Maharashtra, India

• Drive World-Class Service Delivery, Support and Product/ Solution strategy for Genesys Voice Telephony system & help build-deploy UNFYD® Suite of Digital Transformation Products like Voice, Chat bots with agent assist, co-browse, Ticket management, CRM, LMS, ADS, FOS, QMS.
• Act as an evangelist for services, assisting sales with selling & serving as a collaborative resource for strategic customers.
• Participate in the refinement, implementation and automation of scaling product services policies, processes, procedures and tools based on client feedback.
• Analyze customer feedback, identify root causes, align with stakeholders on workarounds/develop permanent solutions.
• Establish relationships and work cross-functionally throughout the organization.
• Develop and Evangelize Product Vision
• Own the product discovery and delivery of our customer. Partner with various teams to build and evolve product strategy, road map and feature prioritization. Understand and contribute to the definition of the product strategy.
• Understand the market ecosystems we participate in order to stay abreast of industry trends & customer expectations.
• Maintain product roadmap and manage product managers who will partner with engineering, marketing, design, & sales to deliver them.
• Document the outcomes to be delivered and the key performance indicators to be used to measure success, communicating this vision across the product team.
• Define the success metrics for features or services and track performance. Utilize metrics to deep-dive issues and uncover business-driving trends and patterns.
• Bridge the gaps between business objectives, customer feedback, technical delivery, and financial viability of Product offerings. Develop value positioning, scope of services, collateral and pricing to bring offerings from ideation to market.
• Champion long-term Product vision, planning and go-to-market strategies.
• Define, implement, monitor, and report key product and project metrics.

Sep 2013 – Sep 2015 · 2 yrs · Gurgaon

• Drive World-Class Service Delivery, Support and Success Operations
• Manage Project deliveries & GO LIVE (SMB & Enterprise customer base). Build & manage a 24/7 Support engagement for Cloud Telephony offering via Call, Email, Chat (CSAT-FCR-RT). Build & Manage Customer Success: NPS, Upsell, Retention & Renewal, Key/ Strategic Account Management.
• Reduced delivery turnaround schedule significantly by streamlining people-processes-tools and ensuring collaboration with the internal-external stakeholders.
• Onboard & manage customers on Knowlarity’s SaaS based CX platform to optimize contact center ops, improve sales/service metrics, and customer experience.
• Delivered competitor replacement programs where Knowlarity outperformed incumbent on KPIs leading to multi-year deals ($5m USD+)
• Work with cross functional teams for product deployment road map
• Collaborate with stakeholders to drive initiatives for improvements on customer onboarding, automation.
• Manage Contact Center partner engagement for Lead Gen, Social Media engagement.
• Revenue Authorization: Vendor Payment Review-Approvals, Retention Process, Enterprise Billing & Collection.

Sep 2011 – Jun 2013 · 1 yr 9 mos · Pune

• As Manager Customer Service (Quote and Order Management),was responsible for making key strategic decisions-profit plan, resource management, drive operational deliverables, efficiency, lead transition and relationship management with customers. A Customer Service process comprising of professionals working on transactional activities – Order and Quote Management, Analytical-Reporting, Portal-Proofreading, L1 Service Desk.
• Job Profile –
• To lead-manage aspects of operations with emphasis on service delivery and continuous
• improvement (Including hiring, training, documentation, reporting and team management)
• Prepare,manage budgets and resources across projects
• Ensure procedures are followed for every service request
• Drive SLA by improving operational efficiency, standardization, quality and reliability by examining effectiveness of existing processes
• Implement and review reports to identify opportunities
• Make client-focused, data-driven balanced decisions
• Identify resource-technology requirements & architecture changes
• Ensure SOP are updated, signed off by stake holders and communicated to team
• Manage high competency levels and cross-functionality within team to create adequate backup
• Conduct periodic performance assessment and monitor progress. Facilitate career enhancement. Design new hire-refresher training process-plans
• Ensure monthly PKT and review scores to identify training and CSR development needs
• Provide direct, timely and effective communication to all stakeholders
• Escalation Management – Manage business escalations-expectations to control customer churn
• Manage Transition – identify/define/document scope of work and work flow design, define time-lines, skill- set mapping and hiring, plan knowledge transfer, finalize metric – SLA, base lining resource calculation, risk assessment and mitigation
• Drive Annual Survey – Using Manager Effectiveness and Employee Engagement results

Jul 2010 – Sep 2011 · 1 yr 2 mos · Mangalore, India

• Job Profile
• Lead a team of professionals comprising of Team leads, SME’s, CSR’s, Quality, RTA and trainers (process-VnA) responsible for meeting Service Delivery metrics. Ensure SL deliverables are met.
• Continuously drive employee metrics. Improve efficiency metrics like seat/manpower utilizations.
• Responsible for heading and reporting metrics and delivery. Ensure integrity of data and reports and adherence to service level agreements. Delivery of all customer metrics and management of operations metrics
• Conduct Focus Group and work towards closure of open concerns from process perspective
• Facilitate-implement process improvement ideas and share best practices to improve efficiency.
• Ensure compliance to regulatory business requirements – system, support and process related documentation is up to date. Conduct continuous audits to ensure compliance & sound functioning of the processes.
• Review performance reports and dashboards to identify improvement opportunities. Conduct business reviews with leaders to give performance related feedback.
• Co-ordinate within the various departments in the organization to ensure that operational requirements are efficiently met.
• Resolve complexities that arise due to multi-functional team interactions. Work with multiple teams (Recruitment, CS, IT and Admin) having conflicting priorities and drive them towards a common goal.