Aug 2015 – Jan 2018 · 2 yrs 5 mos · Mumbai

• Project Management, Resource management, Customer Management, Risk identification mitigation planning etc.
• Program Deployment (Contract management, Customer information management, Supplier performance management, Master data management) – Team development, internal audits, program relevance and meeting customer SLA's.
• Program Improvement – Implementing BPI's; Better productivity and introducing automations.
• Client Satisfaction - Garnering client's respect, confidence and creating customer “feel-good” factor overall.

Nov 2010 – Jul 2015 · 4 yrs 8 mos · Bangalore

• Look after the Commercial aspect of TESCO UK’s retail business across the Stores and Web (Online) Channel for General Merchandise areas like Electronics, Home, Toys, Sports, Entertainment, and Books etc.
• Core service deliverables are to ensure product set up with enriched quality & depot availability for stores and web are above defined targets and meeting critical path of SLA defined, root cause analysis to be presented in Exec Pack to Commercial Directors wherein we missed targets.
• Organize and lead forums to devise strategy on increasing products base to customers.
• Manage 400 plus supplier/vendor relations with focus on getting it ‘Right First time’ & “On Time In Full” status and have developed supplier scorecard for the year including Conversion Rate, Forecast met etc.
• Coordinate with various teams to maintain product catalogue including rich content and images and launch with full availability.
• Created & maintained complete library of appropriate data, forecast sales and profits using various programs, planned budgets, optimized sales volume and designated product areas profitability, controlled stock levels according to the forecasts for the season.
• Analyzed every aspect of the best and worst sellers (e.g. the best selling price points, colours or styles) ensuring that sales were maximized.
• Match prices with competitors and assist in Every Day Low Price Guarantee to customers.
• Ensure that all merchandising, marketing and promotion deadlines are met.
• Accountable for people scorecard (quality and performance) to be published periodically so as to have data driven 1-on-1’s with them and identify areas of opportunity for growth and manage performance.
• Achievements
• “Team of the Year Award” for 2 successive quarters in 2013 – 14..

May 2009 – Nov 2010 · 1 yr 6 mos

• Responsible for service deliverables to be adhered as per clients SLA's. The delivery of service ranges for all client products ranging from Printers to Notebooks.
• Generate revenue through new sales or extended warranty care packs once customer issue is resolved. Have increased the revenue by about 25%.
• Liable for responses on all client escalations.
• Built an online tool (The Vault) with the help on in house team using Open source Technology to facilitate the flow of information between all business functions inside the boundaries of the process / organization and manage the connections to outside stakeholders.
• Accountable for targets to be achieved in another account in Pune, the business of which varies geographically from APAC to US markets and is in the domain of hotel reservations. Developed a core team of 6 sales persons and trained them on sales pitches to be cascaded to the floor.
• Represent the account for all new sales pitches within the organization.
• Successfully took the project through the TSIA and ISO Audit and ensured no compliances.
• Understanding team dynamics by meeting the team on a 1-to-1 basis regularly, giving constructive development feedback, setting goals and help individuals to achieve it and conduct half yearly and yearly appraisals of the team.
• HR SPOC for the skill set - Organise different activities in co-ordination with HR Team for Employee engagement. Heading the 'YUVA' team which prepares for events across the center.
• Focus on increasing profitability by minimizing margin dilution and shifting focus from revenues through volumes to increasing productivity and utilization of the existing staff and reduce manpower cost thereby helping enormously in the P&L of the account.
• Achievements
• Awarded with "Best Manager of the Quarter" across Enterprise (May-July'10) for ensuring all metrics across Product Lines being met for the quarter.

Jan 2007 – Sep 2007 · 8 mos

• Worked in co-ordination with the onshore team to handle the HR Process Outsourcing work of
• Recruitment and Personal Administration like EDM (Employee Data Management) on SAP
• Successfully transitioned the People line (voice) process in May - July'07. Was responsible for the entire migration from UK to India
• Handled the Issue Management tool used at Accenture, Remedy. Worked on developing new WFT (Work Flow Tool) to minimise use of different applications
• Identified training needs for individuals/teams. Worked in co-ordination with the training team to create process specific modules like E-mail etiquettes etc
• Prepared reports on the workforces of the process of recruitment like Finance Reports, SLA Reports and fed it back to client
• Responsibilities also included monitoring of daily volumes and ensuring process turn around time
• Handled business development activities such as preparing pitches for new clients as well as monthly performance review meetings
• Maintained up-to-date knowledge of client policies, requirements and special handling procedures through Knowledge Management System (KMS)
• Achievements
• Awarded via "Celebrating Performance" & Won the "Alchemist Award" for the seamless transition of the first voice process of AHRS Mumbai

Jul 2004 – Jan 2007 · 2 yrs 6 mos

• Ensured smooth running of the process, one of which was new sales & retentions of customers in
• UK for leading telecommunication company (CPW - Onetel) and another process looked after was
• Customer Service Queue of the leading digital service provider in UK (SKY). Role included:
• Managed customer service operations which involved conceptualizing & implementing short / long term plans as well as managing teams with focus on excelling in business targets & service delivery metrics.
• Assessed customer feedback, evaluated areas of improvements & provided critical feedback.
• Prepared MI reports & other statements with a view to apprise management of Process operations and assist in critical decision-making process. Also prepared monthly business reviews for external presentation with clients so as to analyse performance.
• Responsible for gathering data affecting conversion - checking which offers from our side were lucrative to customers, keeping a track on competitor offers, constant feedback to UK office for change in our deals.
• Focus on increasing profitability by minimizing margin dilution and shifting focus from revenues through volumes to margins and provide information to the business with regards to the offers and help the business customize and roll out reactive as well as new offers.
• Part of the Quality Improvement team representing Operations team so as to suggest changes made to Quality Monitoring form, increase CSAT scores (JD Power Scores), minimise differential between Top Box and Bottom Box Scores leading to overall better customer experience.
• Worked in co-ordination with WFM (Workforce Management Team - Rostering & Scheduling) for effective SUR (Seat Utilization Ratio)
• Handled the RnR (Rewards n Recognition) in the team to motivate the team.
• Achievements
• Won "Best Manager Award" for headcount reduction from 272 to 257 resulting in significant cost saving to the firm

Dec 2002 – Jun 2004 · 1 yr 6 mos

• Worked in the Household Bank (US) process in the company and responsibilities included:
• Monitored queue so as to maintain the service levels of the departments and also ensured all SLA's are met and achieved.
• Handled escalated calls.
• Motivated the team members by running daily, weekly and monthly contests.
• Provided Quantitative and Qualitative feedback on a regular basis on Team and Individual performance by monitoring calls.
• Conducted training for new recruits in the company on the schemes, policies, procedures and the functioning of the organization.
• Conducted briefings and debriefings on a daily basis, quarterly and yearly appraisals of the team.
• Responsible for providing data to the COPC team in order to help project achieve COPC Certification.
• Handled the OJT for Household Customer Service as Team Coach
• Achievements
• Managed a team of 12 associates to win the 'Team of the Month' award for the period February 2004 & March 2004 in a department of 12 teams.