Feb 2021 – Feb 2022 · 1 yr · Noida, Uttar Pradesh, India

• I drove account growth and delivery excellence, turning small engagements into long term partnerships.
• » Managed accounts end to end, balancing service delivery with strong client relationships.
• » Owned P&L for each account, ensuring financial growth and profitability.
• » Led delivery teams, aligning projects to client needs and company goals.
• » Acted as the bridge between client stakeholders and internal teams, handling pre sales for new requirements.
• » Focused on stakeholder management, building trust and long term partnerships.
• Key Achievements
• » Grew a new client account by more than 1,400 % within eight months, turning a small proof of concept into a substantial partnership.
• » Managed another account to reach around $1 million, through consistent delivery and strong client engagement.
• » Revived challenging projects that others thought were lost causes, resolving issues and bringing them to successful closure.
• » Built strong relationships with client stakeholders during a post corona period when there was no travel and everyone worked remotely. Many clients and team members were spread across the globe, yet through virtual collaboration I was able to drive the team internally and win the trust of clients I had never met in person.
• » For every account I managed, I doubled its revenue within the targeted timeline while still delivering projects on budget and with high quality and customer satisfaction.

Jul 2019 – Jan 2021 · 1 yr 6 mos · Noida, Uttar Pradesh, India

• I combined account management and consulting to deliver transformative fintech solutions for a major US retail client.
• » Managed a multimillion dollar account, balancing client expectations with delivery excellence.
• » Led consulting and product implementation efforts, guiding engineering teams to translate business needs into scalable solutions.
• » Oversaw cross functional teams covering engineering, product development and quality assurance.
• » Served as a trusted adviser to CIO and other senior executives, aligning technology roadmaps with business goals.
• » Ensured financial performance and maintained a healthy client relationship throughout the engagement.
• Key Achievements
• » Delivered a large scale mobile fintech solution that provided instant check cashing, micro loans and small insurance products to customers without traditional financial records.
• » The solution used advanced identity verification (facial recognition, scanning & processing government ID and smart address validation) and an API first approach, reducing check clearing time from three days to one day.
• » Managed several other transformation projects for the client within the same portfolio, driving process improvements and technology upgrades across different business units.
• » Successfully managed one of the largest accounts in the portfolio, maintaining profitability and growing the business through strong client relationships.

Aug 2015 – Jun 2019 · 3 yrs 10 mos · Greater Ahmedabad Area

• Servant-Leader for multiple project teams consisting 100-110 members to deliver ‘value’ quickly & effectively to clients and adding more & more achievement for teammates.
• Collaborating with multiple scrum teams to perform planning, development, and quality management on a large-scale software development, implementation, integration and deployment.
• Service Excellence- Single point of Contact for Operations, Delivery & Projects and for the performance of partner’s team.
• Service Level Management – Ensure compliance of contractual SLAs / KPI's.
• Continues Improvement – Process improvements, System improvements, Reduce no. of incidents, RCA, Automation etc.
• Program Management - Establish project standards and procedures, ensure compliance by the team.
• Value creation - Inculcate value culture within team & implement value ideas.
• Governance - Monthly operational reports, Quarterly Reporting. Establish integrated SLAs and reporting mechanism.
• Escalation Management - First Point of Escalation and ensure that escalations are addressed on time. Provide customer advocacy in assuring that problems receive the appropriate response.
• Resource Management - Identification of resources, ensure timely and efficient on-boarding of resources. Performance management of resources, team building activities, training and development.
• Ensures project is managed within the boundaries of contract and billing is done on time as well as the cost of service is within the budgeted levels.
• Build and maintain effective relationships with internal and external stakeholders including supply partners. Liaise with various vendors and carriers to request costs, negotiate and processing purchase orders.

Jan 2015 – Jul 2015 · 6 mos · Greater Ahmedabad Area

• Service Excellence
• Service Level Management
• Program Management
• Problem Management
• Project Governance
• Value creation & Automation
• Resource Management
• Customer Management
• Pre-Sales

May 2011 – Jan 2015 · 3 yrs 8 mos

• As head of delivery, responsible for all aspects of running a complete delivery unit including delivery of services to the client to highest industry standards and ensuring continuous improvement in all aspects of the unit
• Continuous engagement with clients to establish and manage expectations to achieve highest levels of client satisfaction
• Keeping all stakeholder informed – Highlighting to and resolving delivery issues
• Being client focused and achieving a balance between client’s expectations and organizational capabilities
• Coordination across business and delivery teams to ensure achievement of end goal
• Leading different team including technical, delivery, QA, BA, Support, Process & Design
• Escalation/Issue Handling, Conflict Management
• Managing financial (Revenue, Cost, Margins) & delivery performance KPI (Project Health Dashboard, Utilization, Subcontracting, FTE Costs)
• Strategic Contribution in organization growth, making policies & plan
• Managed Skills/Capability building of the team on technical and domain competencies with focus on continuous training and certification process
• Managed to onboard right mix of lateral hires and campus hires to optimize the costs
• Drive efficiency goals

Jul 2010 – Apr 2011 · 9 mos

• Project and Team management
• Lead the Microsoft Technology Team
• Handled multiple concurrent projects starting with quoting through delivery and maintenance and all phases in between
• Training & Development

Jan 2010 – Jul 2010 · 6 mos

• Project Management
• Managed one of the key account
• Effort Estimation, Assisting in pre-sales

May 2008 – Jan 2010 · 1 yr 8 mos

• Contributed in all functions to develop, maintain and market FirstPhera.com technology driven wedding planning portal for Indian worldwide.
• Product development & prototyping
• Converting Ideas in development & implementation
• Assisting in Marketing plan & activities
• Software and infrastructure architecture
• Day to day operation
• Handling support/e-commerce team

Dec 2003 – Apr 2008 · 4 yrs 4 mos

• Managed large scale e-governance projects with clients such as Indian Railway, Municipal Corporations, and Universities etc.
• Bidding (Technical & Financial Bid), Pre-sales and Documentation
• Design, Development and deployment
• On site implementation & training
• Project Acceptance & Closure, Payment Processing
• Project Management

Mar 2001 – Dec 2003 · 2 yrs 9 mos · Ahmedabad, Gujarat, India

Jun 1998 – Feb 2001 · 2 yrs 8 mos