Jul 2019 – Jun 2021 · 1 yr 11 mos · Bangalore

Aug 2016 – Jul 2019 · 2 yrs 11 mos · Bangalore

• My coaching practice, Immiraki is born out of my passion for helping leaders and entrepreneurs take up exciting challenges, create positive impact and discover their highest potential. Immiraki is a coinage inspired by the words “Image” and “Meraki”. Meraki is a wonderful Greek expression which means “soul, creativity, or love put into something”. Through Immiraki, I put my creativity and passion into the transformational journey of self-discovery for each of my clients. This process of transformation is fascinating because it helps bring forth the creativity and strength of an individual such that they put their best self forward, every single day. Not just to be their best for the world - but to build a lifelong healthy relationship with themselves.

Jan 2014 – Dec 2016 · 2 yrs 11 mos · Bengaluru, Karnataka, India

Feb 2011 – Jan 2014 · 2 yrs 11 mos · Bangalore

• 1. Manage Global Delivery of IT Services for large/complex accounts in domains like Health Care & Finance.
• 2. Manage multiple service lines including – Service Desk, Incident Management, Field Services, Application Packaging & Knowledge Management.
• 3. Build strategic client relationships.
• 4. Planning & implementation of contracted services, driving SLAs & optimizing cost of delivery
• 5. Build a culture of Innovation & Continuous Service Improvement.
• 6. Business Continuity & Disaster Recovery planning and execution.
• 7. Process Conformity and Audit Compliance

Apr 2010 – Feb 2011 · 10 mos

• 1. Drive Service Delivery for multiple commercial accounts across sites in the capacity of a Third Line Manager.
• 2. Manage a team of Operations Managers (Second Line Managers) in the End User Services / IT Infrastructure Management domain.
• 3. Manage complex spans in excess of 240 FTE.
• 4. Strategic Operations Planning to balance service delivery, quality and cost.
• 5. Ensure all processes are compliant with operational procedures and client security guidelines.
• 6. Review Key Performance Indicators and ensure that these are aligned with contracted SLAs.
• 7. Engage with senior management on the client side to understand customer expectations and incorporate service delivery recommendations.
• 8. Apply "Lean" principles to drive operational efficiency.

Mar 2008 – Apr 2010 · 2 yrs 1 mo

• 1. Single point of contact for all India Operations for IBM Global Account Service Delivery in the capacity of a Second Line Manager.
• 2. Manage a team of front line managers spanning an account size of over 230 agents.
• 3. Oversee Business Controls and ensure Audit Readiness at all times.
• 4. Achieve SLAs committed for the account and drive productivity improvement.
• 5. Build a culture of employee engagement and fun at work.
• 6. Handle complex integrations such as merger of helpdesks and account pooling to optimize work force requirements.
• 7. Recruit required resource base at various levels of the organization.

Mar 2007 – Mar 2008 · 1 yr · Bangalore

• 1. Head the Coaching Organization for the Commercial Segment.
• 2. Drive Customer Experience and Quality Related Metrics
• 3. Build Coach Capability across the Organization.
• 4. Define Performance Management Standards & quality guidelines.
• 5. Process Standardization & Call Flow standardization

May 2005 – Mar 2007 · 1 yr 10 mos · Bangalore

• 1. Manage a team of 15-20 front line agents.
• 2. Drive performance metrics such as Customer Experience, First Time Resolution, Productivity and Warranty Cost.
• 3. Team Building & Engagement.
• 4. Achieve daily/weekly Service Level targets and manage outage within the team.
• 5. Hold regular 1x1s with team members to help individuals achieve their career goals.
• 6. Conduct bi-annual performance reviews with team members.
• 7. Control attrition within the team.

Jun 2004 – May 2005 · 11 mos · Pune

• 1. Capacity Management – Responsible for Manpower and Seat Projections for the organization
• 2. Forecasting, Staffing & Scheduling – Established and managed a centralized Workforce Management Team responsible for forecasting, staffing & scheduling across 7 processes, with a strength of 1500 agents.
• 3. Implemented Blue Pumpkin Director Enterprise and Activity Manager for all the 7 processes in the organization.
• 4. Responsible for Roster Adherence and Schedule Adherence

Dec 2003 – Apr 2004 · 4 mos · Delhi, India

Sep 2002 – Dec 2003 · 1 yr 3 mos · Delhi, India

May 2001 – Sep 2002 · 1 yr 4 mos · Delhi, India