Nov 2015 – Apr 2016 · 5 mos · Gurgaon, India

• ALF is a handpicked marketplace (Online and Retail) for everything beautiful for kids! Our vision is to aggregate select products for kids under one umbrella. You will find: beautiful range of select garments, home furnishings, gifts, accessories, furniture and footwear all in one place. At ALF our handpicked selection will ensure you will always find something nice :).
• ALF now has an app, a beautiful website in addition to 3 retail outlets in the Delhi/ NCR region (Galleria, Gurgaon. DLF Place Saket and Nirvana Country) and looking to expand into several other cities across India and Internationally.

Feb 2014 – Nov 2015 · 1 yr 9 mos · Gurgaon, India

• Responsible for CRM BPO Delivery across the CRM vertical in India with a span of 14000+ FTEs.
• Key responsibilities include:
• P n L management
• Service Delivery Management
• Client relationship Management
• India Delivery Strategy
• Lead Quality and Training functions
• Business Transformation

Sep 2012 – Nov 2015 · 3 yrs 2 mos

• Responsibility to lead Delivery strategy for the Tech and Product support vertical with 11000 agents globally and a portfolio of $300 Mn.
• Ensure Tech and Product Support contracts achieve their committed Revenue and Profitability goals.
• Ensure SLA performance across contracts at 98.5% target achievement.
• Develop CRM solutions and enable sales teams through creative value propositions which are driven through outcomes based pricing and gain share models.
• Responsible to embed Analytics into core IBM CRM solutions in the areas of Speech and Text Analytics.

May 2011 – Oct 2012 · 1 yr 5 mos

• Operating responsibility to manage 3000 FTEs in the CRM & Technical Support vertical across Bangalore and Kolkata across multiple Industries.
• Manage a P n L of $70 Mn across a base of fortune 500 customers.
• Maintain key customer relationships across the customer base to ensure growth and retention of business.
• Responsibility to meet and exceed all customer service level agreements and drive customer satisfaction.
• Act as the location leader for Kolkata with about 3000 FTEs. Overall site leadership for IBM Kolkata to oversee all site operations including Operations, IT, Real Estate, Hiring, Training and HR functions.
• Led a major turn around of a large Middle Eastern Telecom customer which was loss making to now delivering positive PTI.
• Executed IBM CRM GPS’s first social business support contract.(IBM supports a major Telcos facebook and twitter accounts for online tech support).

Dec 2005 – May 2011 · 5 yrs 5 mos · New York, NY

• As Client Solutions Executive (CSE):
• Responsible for new customer acquisition in the Healthcare and Financial Services Sector
• Acquired 4 new customers for IBM in the Communications and FSS Sector over 18 months with Total Contract value of over $150 Mn
• Presenting and developing Customer specific solutions for Business Transformation outsourcing engagements which cut across IT, Consulting and Business Process outsourcing services.
• As Project Executive (PE)
• Have played the role of a Account Manager for several large IBM GPS customers across CRM and Industry verticals.
• Led significant growth across the account portfolio from less than $1 Mn per annum to over $20 mn per year revenue generating accounts.
• P n L responsibility of 2 large IBM customers in the Healthcare and Telecom vertical contributing over $25 Mn in annual revenue.
• Set up IBM’s Costa Rica operations for the CRM business through a Large Canadian Telco customer acquisition. This was IBM’s first near shore CRM deal.
• Responsibility to meet and exceed all customer service level agreements and drive customer satisfaction.
• Successfully delivered transformation solutions across verticals bundling IBM offerings across IT, Consulting and Business Process Outsourcing projects.
• Lead implementation of a large BPMS solution across a fortune 500 healthcare customer.

Jun 2001 – May 2004 · 2 yrs 11 mos

• Completed Black Belt Training with GE Capital
• Business objective was to deliver Quality Net Income of $1.5 Mn in a span of 18 months.

May 2000 – Jun 2001 · 1 yr 1 mo