Jul 2006 – Dec 2014 · 8 yrs 5 mos

• Service Delivery Program Manager, Microsoft India (up to 4 Vendor Sites)
• Managed service delivery for Windows & Office Software & Services Support vendor sites (600+ people)
• Mentor, coach & develop vendor managers/leaders to improve performance, develop people, processes, and optimize resources for accelerated business results
• Led Inclusion & Diversity initiatives during my tenure as People Health team lead.
• Collaborated with cross-geo teams for support planning various product and process releases
• Designed customer support solution framework for all vendors along with cost optimization strategies
• Project managed MS Office online support and MS Windows 8 Marketplace support for NA and EMEA respectively
• Strategize and lead Launch readiness for Consumer Accounts & Billing support for various products across MS Commerce platform. Setup global support strategies across the business for product release cycles, front end and customer support. Service Delivery project planning and lead for support deployment across 13 vendor centers spanning 39 support languages.
• Develop and Deploy Sales & Promotion Strategies for new products/service offerings in global consumer markets. Implemented Promotional Campaigns for Office 365 and Xbox Live
• Support Planning for various product releases in Consumer Windows/Office and Commerce ecosystem.
• Drive Customer Partner Experience (CPE) Framework across the MS consumer support ecosystem for consistent improvement.
• Lead Operational Efficiency & Effectiveness – implement tools/processes to improve the operational capability, evangelize and build customer loyalty.
• Identify and drive cost reduction initiatives - Drive outsourcing costs savings across all support channels (Volume & Cost per incident reductions).
• Authorize vendor product/service certifications
• Drive Improvements in Product/Service – Engage with Business & Product groups to drive improvements utilizing six Sigma tools etc.

Dec 2004 – Jun 2006 · 1 yr 6 mos

• Unit Manager, Mphasis (Team Size: 35)
• Managed Technical Service-Desk Tier 2 teams for US based ISP client
• Conducted performance review, goal setting, development plan and appraisal for people managers
• Drove operational excellence initiatives and workforce management
• Coaching and quality calibrations for technical and soft-skills improvement
• Six Sigma Green Belt project for AHT reduction and customer partner experience enhancement
• Led Manager Coaching & Development plan for the project.
• Achieved Best Unit Manager Award for max no. of High Potential managers in team
• People & Operations Management -
• Performance reviews & appraisals. Salary administration and deliver promotions.
• Monitor schedule adherence of the associates & Maintaining overall service quality of the team. Call quality coaching, evaluation and Quality Calibrations and feedback
• Develop strong inter-personal relationships with the team and integrate them with the vision and core values.
• Manage/deliver contracted SLA performance & strategize real time Queue Staffing.
• Escalation, Change, Configuration and Capacity Management
• Client & internal stakeholder engagement for process & performance optimization.

Sep 2002 – Dec 2004 · 2 yrs 3 mos

• Team Leader, EXL Services (Team Size: 20)
• Managed Dell Technical customer care support teams for North Americas
• Business performance reviews with internal and client leadership
• Provide technical subject matter expertise and coaching for team development
• Led Service Delivery Induction Program to transition new hires into operations. Program included 10-12 SMES with ~80-100 new hires. Achieved New-hire Attrition reduction (-50%) & CSAT improvement. (+2%). Client adopted it across other vendors and in-house sites
• Skills enhancement and Operations induction for new hires. Provide additional training.
• Collaborate with Work force management.
• Review and approve training modules. End to end MIS reporting.
• Deliver 1:1 coaching & feedback to SMEs
• Weekly meetings with Quality, Customer Experience & Training Dep’t.
• Review performance of Transition Team with the Internal & Client Sr. Leadership.
• Review the performance of the post Transition Team agents, their impact on the floor Metrics.

May 2002 – Sep 2002 · 4 mos

•  Strategizing, planning & coordinating the Dialing Operations of the Call Center through the MOSAIX Predictive Dialing Systems, along with MIS Reporting.
•  Implementing new processes & managing the call flow & SLAs for the production floor.

May 2001 – May 2002 · 1 yr

• Data editing for online Library of historical editions of New York Times newspaper
• Quality Calibrations
• Generating day-end reports and performance reports.