Dec 2022 – Sep 2024 · 1 yr 9 mos · India

May 2015 – Dec 2022 · 7 yrs 7 mos · Hyderabad Area, India · Hybrid

• Establish ‘Care’ as a profit center with a strong focus on Revenue and Contribution Margin.
• Care Strategy
• Led comprehensive Care and Services Strategy execution, channel mix optimization (Inbound, Chat, Messaging, WhatsApp, Outbound, Social Response)
• Managed Outsourcing footprint – Champion Challenger Models & Pay for Performance
• Led specialty teams- Advanced Tech Support, Hosting, WFM, Training, Quality, Escalations
• Business Planning & Execution
• Annual Operating Plan & Rolling Forecasts for the Region
• Process Excellence through various initiatives focused on Capabilities, Productivity
• World class Customer outcomes- proactive and personalized, minimizing effort while maximizing value.
• Performance
• Drove Innovation and Digital Transformation for APAC
• Thoughtful, tailored & targeted customer engagement integrated well with the customer lifecycle
• Driving NPS as the key CX metric
• Agile Organization - Experimentation Culture
• Cross Group Collaboration & Leadership
• Partnered with product teams to drive usage and adoption. Owner for the Product feedback loop
• Thought leadership via customer engagement initiatives, including Customer Panels and Round Tables
• Launched WhatsApp Channel for Support and Sales (Cost Neutral)
• Proactive Customer Engagement through Outbound scaled at 20% YoY
• Cost Optimization of over 10% YoY through innovation and digital focus

Jul 2012 – May 2015 · 2 yrs 10 mos · Ahmedabad Area, India

• Primary Interface between Vodafone UK and strategic Outsourced Partner in India.
• Responsible for Governance and Review framework.
• Key Deliverables :
• Customer Service Delivery
• Partnership Management
• Performance Management
• Driving Change
• Continuous Improvement

Nov 2010 – Jul 2012 · 1 yr 8 mos

• Building & Leading a National Service Operations Strategy catering to New Customer Experience, Provisioning, Risk & Fraud and management of MRO (minimum roll-out obligation) circles
•  Customer On-boarding through various channels
•  Provisioning strategy for handset bundled offers and MNP (Mobile Number Portability)
•  Tele-verification & Physical verification of subscribers
•  Welcome Calling Process
•  Document Management System
•  Regulatory compliance in accordance with DoT TERM cells
•  Fraud & Risk Management; Effective management of fraud indicators and alarms
•  Monitoring the fair usage policy of Videocon
•  Driving ‘Service- a key differentiator’ initiative for Customer Retention
•  Driving ‘cost to serve’ and productivity improvements

Oct 2008 – Nov 2010 · 2 yrs 1 mo

• Building a strategic outsourcing footprint which can effectively cater to growing and dynamic business needs in the area of Customer Service
•  Architect outsourcing solutions to effectively manage complete customer lifecycle
•  Partner capability assessment & strategic fitment of outsourced service providers through RFP / RFI methodology
•  Call Center Operations set-up for Inbound, Outbound & Backend processes
•  Document Management Agencies for Pick-up, Order Entry, Scanning & Warehousing
•  Field Collections and Physical Verification agencies
•  Bill Designing & Printing partners
•  Designing of KPIs and partner pay-out models
•  Contract Management & Governance
•  Centralized Invoicing & Payouts for the service partner network
•  Transition / Project Management – Capacity Planning and managing the circle launch plan from service strategy perspective

Sep 2005 – Oct 2008 · 3 yrs 1 mo

• As a part of the Partnerships and Service Delivery (PSD) Group, the job responsibility was to manage voice (Sales and Service) & non-voice processes through the American Express Partner network
•  Service Delivery (Operations Management)
•  Responsible for Key Organizational KPIs as CSAT, Employee Attrition and ESAT
•  Managing Health of Compliance (HOC)
•  Vendor Security Compliance Reviews and Audits
•  Contract management & governance
•  Managing ‘Pay for Performance’ and Invoicing for Partners
•  Partner Relationship Management
•  Configuration Strategy and migration of new processes as ‘Merchant Services’, ‘Corporate Services’, ‘Fraud’ & ‘Risk’

Feb 2002 – Sep 2005 · 3 yrs 7 mos

• Managed operations through a team of Executives in the LMS (Middle Market & Large Market Segment) portfolio of Telephone Service Center, which included:
•  Service Delivery for inbound contact center operations
•  Driving Customer Experience & compliance ( 'Health Of Compliance' Scores)
•  Employee Attrition

Nov 1999 – Feb 2002 · 2 yrs 3 mos

• Part of credit cards contact center serving retail customers.
• Managing Credit Card Authorizations serving key merchant establishments.
• Working closely with Risk and Fraud teams at the bank

Jun 1998 – Nov 1999 · 1 yr 5 mos

Oct 1997 – Jun 1998 · 8 mos