Mar 2014 – Aug 2025 · 11 yrs 5 mos · Hyderabad Area, India

Dec 2011 – Feb 2014 · 2 yrs 2 mos

Feb 2011 – Nov 2011 · 9 mos

•  Creating and running the Wkly/Mthly/Qterly site governance plan for Site Director to ensure meeting all site level Performance and productivity Goals.
•  Managing Process Migration & Transitions at site & Oversee the Pilot production stage for new Q’s.
•  Help Site leaders in analyzing relevant facts, evaluating various alternatives & choosing the most practical & effective option in a critical situation.
•  Determining training needs of managers and identifying suitable training programs to enhance their operational efficiency.
•  Designed and deployed the Operational Excellence Model to improve efficiency's.
•  Executed the new site ‘Branding’ concept, motivating employees to drive higher productivity, growth & Customer-Centric culture.

Jun 2009 – Feb 2011 · 1 yr 8 mos

• In this Vendor / Partner Management role, I was responsible for Service Delivery of a partner site in Mumbai with Head Count of 600+ personnel for driving key business deliverables like Customer Experience / Resolution / Dispatch Costs / Margins and Productivity for Tech-Support Queue catering to Dell Customers in US & India
•  Set up multiple audit process in coordination with Dell & Partner Quality team to help improve processes & ensure Process Hygiene.
•  Set up detailed governance mechanism and review process with Partner Ops team to ensure Service Delivery as per SLA.
•  Coordinating between Dell & Partner Senior Management for change management / process improvement activities required for improving business performance & effective service delivery of critical business metrics.
•  Negotiating with Vendor for changes required in Pricing & other terms and conditions in SLA. Responsible for looking into monthly financials and payments made basis as per signed SLA.

Jan 2007 – Jun 2009 · 2 yrs 5 mos

•  Working closely with the Area Manager & Implement improved and innovative processes by utilizing internal and industry best practices to ensure business meets and exceeds service level metrics.
•  Analyze specific business problems and drive value in strategic areas of business. typically handle 2-3 high impact projects at any time which should result in bottom line impact.
•  Identify and implement solutions to operational problems including proactive analysis.
•  Leverage network of agents, process specialists, and senior leaders and ensures best practice processes are implemented consistently and shared within and across all business units.
•  Ensures front-line agents and process specialists have the most efficient and customer focused processes, equipment, resources, data, and tools necessary to achieve service levels.

Jun 2004 – Jul 2006 · 2 yrs 1 mo

•  Migrated complex US based processes (Voice & non-Voice)
•  Performance assessment and feedback to the agents.
•  Managing business metrics such as Seat Utilization, Attrition, P&L, Growth and Productivity.
•  Collected call monitoring data, analysis and tabulation.
•  Ensured good scores in the Voice of Customer Survey.
•  Prepared dashboards based on Call Management System reports.
•  Handled communication with the client on regular basis for Goal setting, Business Reviews, Billing, new projects etc.
•  Ensured 10% productivity gains YOY through process improvements (LEAN & Six Sigma Projects)

Jun 2003 – May 2004 · 11 mos

Aug 2002 – May 2003 · 9 mos

Mar 2001 – Aug 2002 · 1 yr 5 mos

Nov 1999 – Feb 2001 · 1 yr 3 mos · New Delhi Area, India

Jun 1997 – Aug 1999 · 2 yrs 2 mos · Noida

Jan 1994 – Mar 1997 · 3 yrs 2 mos · Jaipur Area, India