Sep 2023 – Mar 2025 · 1 yr 6 mos

• Creating moments that matter that elevate workplace experiences! Leading the largest business vertical for Sodexo India with 40,000 dedicated and passionate team members that aim to deliver valued experiences to clients and consumers everyday across 1000+ sites

Sep 2015 – Aug 2023 · 7 yrs 11 mos

• Creating exceptional Campus experiences, transforming quality of campus life!

Apr 2015 – Aug 2015 · 4 mos

• Joined Sodexo to lead Operations for the Education Segment. Led a team of 2500 people across 42 sites

Jul 2010 – Mar 2015 · 4 yrs 8 mos

• Achieved double digit revenue growth while improving margins. Renewed client interest in India by delivering top quartile metric results and building strong relationship with Vendor Management Teams. Experience includes managing inbound sales and customer care, technical support, best in class Quality Assurance program, chat and back office operations. Recognized as a subject-matter-expert in pre-sale meetings to help close new business within industry vertical.
• Executive responsibility for leading Operations and Client Relationship Management across 2 India sites, for the largest Convergys client. Portfolio included directly managing 900+ FTE, $18+ Million in annual revenue. Client Outsourced Programs included inbound sales and customer care voice and chat, technical support voice, blended quality assurance and analytics. Increased Bangalore Site revenue and headcount by 100% within 3 years
• Functional responsibilities also included: work force management, recruiting, training and quality

Jan 2006 – Jun 2010 · 4 yrs 5 mos

• ~ Responsible for the Client relationship and Program Management for the largest US telecommunications company
• ~ Overall program responsibility across 2 sites, one each in New Delhi and Bangalore
• ~ Supported and provided remote leadership to sites and programs in the Philippines and US
• ~ Negotiated multiple contracts and work orders for new and existing programs
• ~ Successfully achieved client satisfaction score of 4.53/5 for 2008 and 4.73/5 in 2009, surveyed across 11 different client leads, each being either a decision maker or decision influencer
• ~ India client account lead for new business negotiations and program implementations. Merit of establishing the implementation & transition of 3 Quality Assurance programs
• ~ Directly responsible for managing yearly financial performance to achieve budgeted revenue and Operating Profit while providing leadership, coaching, and guidance to operations for successful delivery of client metrics and initiatives
• ~ Functioned as the key contact point in India for the account across all Convergys India sites. Accountable to influence decisions made in how company resources are best utilized to exceed client requirements

Nov 2003 – Jun 2005 · 1 yr 7 mos

• As an Operations Manager, successfully stabilized and expanded 2 inbound Technical Support voice programs having 300+ agents each. My individual team comprised 6 Team Leaders, 100 agents and the SME team.
• Joined Convergys as a Team Leader in January ’02 and was part of the pilot batch for an Inbound Customer Service & Sales program for a fortune 50 US telecom giant. Instrumental in the successful transition of the program & setting up the Call Quality function

Jan 2002 – Oct 2003 · 1 yr 9 mos

• ~ Accomplished transition of the program & setting up the Call Quality function
• ~ Achieved excellent team results, excelling in sales target achievement
• ~ Continuously rated amongst the top 3 Team Leaders across the program

Jun 2005 – Dec 2005 · 6 mos · Gurgaon, India

• ~ Drove process change in the business by utilizing six sigma tools & strategies (DMAIC)
• ~ Accomplished Black Belt training on DMAIC
• ~ Essayed a critical role in supporting collections & customer service for an external client (US auto major). The job involved supporting the Collections team in Delhi and the Customer Service team in Hyderabad
• ~ Transition Excellence: Calculating capability / Baselining, ensuring OJT effectiveness, checking transition rigor & toolkit adherence, process error proofing, VoC rollout, analysis & feedback
• ~ Operations Excellence: Gap analysis of current against target performance, steps to reduce gaps, improves process performance to exceed baseline levels
• ~ Made significant contributions towards identification and launching black belt project on $ collected.
• ~ RCA on defects/analysis, rigor around customer communication & feedback
• ~ Ensuring measurement, monitoring & reporting system for all metrics are in place
• ~ Hold credit for value stream by implementing Quality Awareness for LEAN / Six Sigma @ floor
• ~ Mentor and help implement LEAN and Green belt projects