Oct 2021 – Nov 2023 · 2 yrs 1 mo · India

• Serving as a key member of the Exco team - Established a 5 Year roadmap & Vision for the organization to achieve the global service standards.
• Increased business profit by 20% on an annual basis by managing 100% PnL accountability of the organization.
• Identifying opportunities to increase revenue and leverage relationships in order to better penetrate the market; visionary approach with global perspective and entrepreneurial drive.
• Developed business prospects, revenue opportunities, projecting acquisition and expansion prospects; Oversees financial performance and risk profile while ensuring that all of regulatory obligations are met

Sep 2018 – Nov 2021 · 3 yrs 2 mos · Noida Area, India

• A consummate Innovation & Transformation Specialist, with Enriched Global Customer Service Operations experience in accelerating New Operation Set up,Business Turnaround,Expansions and Diversification especially with leading organizations across IT, Telecommunication, BFSI, Travel,FIN Tech, Foodtech, Edutech & Hospitality.
• Global Service Delivery Management
• · Exceptional Service Delivery across PAN India Operations & Business Transformation for Globally 18 Countries across 37 delivery locations
• Strategic Planning & Leadership
• · Lead a span control of 6 Vice Presidents with 6000+ resources across PAN India in iSON Xperiences.
• · Leading a span control of 5 Vice Presidents with 3000 + resources across PAN India
• P&L, Revenue Growth, Cost Control
• · Increased the revenue generation from INR 500 Mn. to INR 1.4 billion in iSON. With key clients acquisition - Ola Cabs, Paytm Bank, Zomato, Swiggy, Hathway, 1 MG, Bajaj Finance Ltd, BAGIC, OYO Rooms & GOMMT.

Dec 2016 – Sep 2018 · 1 yr 9 mos · Gurgaon, India

• Significant Accomplishments:
• Drove operations & provided strategic direction for bottom-line profits, coordinated through cross-functional management across 45 cities PAN India; spearheaded 3 Vice Presidents, CFO & 5 Regional Managers for general oversight of 300+ employees at Moehair India
• Led to acquire Moehair UAE; re-engineered business processes, re-designed commercialization plans, administered financial & legal negotiations for Moehair UAE
• Operational Management
• Planned GAP analysis & competitive benchmarking on products & pricing; performed Extensive Product testing for Indian Market
• Designed & created the Indian Business website & shaped multiple social media channels; led the development of exclusive “App” for Stylists with E3 concepts – Educate, Equip & Empower
• Developed Moehair India Artistic Team with renowned hair professionals across PAN India
• Business Enablement& Acquisition
• Formulated Channel Partner strategy to stem growth by on-boarding 60 Channel Partners & 10 Privileged Partners; extended Sales & Distribution operations with an acquisition portfolio of 3000 +Salon accounts in a record-breaking time, maintained an annual revenue growth from Zero to INR 480 Million
• Executed Microsoft Dynamic - ERP till last leg of operations and worked on sales force physical tracking Software (DAY TRACK)
• Generated Expansion Plan across 45 cities in 100 days through full-fledged launch events with footfall of 2000+ guests in Delhi & Mumbai
• Established Product Experience Labs in Mumbai, Bengaluru & Delhi, organised PAN India Product Experience Seminars for brand visibility & business augmentation
• Launched Stylist Loyalty& Ambassadorship Program to produce high revenue streams
• Strong Leader & Administrator
• Developed a team of 300 Professionals from cross-functional industry & accomplished less than 2% attrition
• Scheduled & organised overseas training for legal support framework & brand positioning

Dec 2009 – Nov 2013 · 3 yrs 11 mos · Gurgaon, India

• Provided strategic and operational leadership to the Contact Center Operations serving a customer base of 200 million across Mobile business
• Outsourcing & Relationship management with outsourced partners like Mphasis, Aegis, Tech Mahindra etc -Span of 8000+ agents & support staff– Responsible for cost to serve
• Improved CS Score Index by 10% all over the country for the first time in the last 5 years while launching a national project called “Concorde”
• Managed 3 million transactions daily for pre and post-paid customers aligned through partners and circles
• Maximized Quality of Service from 80 to 95% through accelerated service levels and enhanced answering capabilities per customer
• Improved First Call Resolution in by 18% to 15% Y-o-Y

Oct 2007 – Dec 2009 · 2 yrs 2 mos · Noida Area, India

• Directed team of 4000+ employees, managed Delhi-NCR Gujarat, ROM & Maharashtra Customer services for Bharti Airtel Ltd., led business ownership, acted as client’s single summit of contact for complete service delivery and supervised human & material resources
• Led annual revenue account stocking of $ 80 million with an increase in the gross margins; recognised as financially the best performing centres of the organisation
• Augmented the service levels for all the performance matrices from 65% to 91% with perfect consistency; accomplished operationally the best performing centres of the organisation
• Drove to annually process 65 million customer interactions of Prepaid, Post-paid & Care Touch successfully

Jun 2005 – Oct 2007 · 2 yrs 4 mos · Srinagar Area, India

Apr 2003 – Jun 2005 · 2 yrs 2 mos · Noida Area, India

Jan 2002 – Apr 2003 · 1 yr 3 mos · Gurgaon, India

Dec 1998 – Jan 2002 · 3 yrs 1 mo