Oct 2022 – Apr 2024 · 1 yr 6 mos

• Retail and Ecommerce Vertical Leader for Teleperformance India.

Sep 2020 – Aug 2022 · 1 yr 11 mos

• Customer Service Senior Ops Manager responsible for managing 1000+ HC supporting India and North America operations at Amazon Coimbatore Brick and Mortar Site
• Second in command leading the Customer Service Operations for India Business.
• Diversity Equity Inclusion (DEI) leader and led the Inclusion Pillar for Customer Service India Operations.
• Highlights:
• Manages the overall India business Quality Programs which includes managing Customer Experience, Retention and Engagement Programs. Responsible for managing operational metrics like CSAT, NPS, Executive Escalations.
• India Program Manager for Amazon Payments (APay) business managing niche customer engagement programs and end to end service delivery
• Network captain for Great Indian Festival Sale (Diwali Sale Event) for 2021, supported 10MN+ customers with team size of 15K employees spread across 16 locations. Exceeded the people, quality and productivity metrics
• Launched the India Inclusion Ambassador program in June 2021 for Customer Service India
• Lean Six Sigma Leader and implemented multiple Kaizen and continuous improvement projects which led to financial savings of $2 MN. Enabled the Coimbatore site to achieve “ACES Center of Excellence” level 4 certification in March 2022.
• Certified L&TD Leader as Teachers Facilitator, conducted 50+ workshops covering 500+ leaders across geographies
• Program managed Customer Service India Retention program in 2021

Jun 2018 – Aug 2020 · 2 yrs 2 mos

• Role: (June 2018 to August 2021)
• Ops Manager responsible for managing 400+ FTEs supporting IN, NA, CA and DART operations at Coimbatore
• Single threaded leader leading Customer Service IN Resolution Specialist Operations from March 2019
• ACES leader for CJB10 site from June 2018
• Highlights:
• L6 Employee of the Year in 2019 and 2020
• Won multiple Customer Obsession Awards for India and North America Business
• Drove multiple Kaizen events resulting in $2 MN annualised estimated savings, and received prestigious Global ACES Award in Q3 2020
• Scaled the site from headcount of 1200 in June 2018 to peak headcount of 2800 in September 2021
• Part of the prestigious Senior Leadership Development - LEAD2.0 program in 2021

Jul 2016 – Mar 2018 · 1 yr 8 mos · Chennai Area, India

• Role:
• Head of Business Excellence leading team of Quality, Training and Analytics supporting 30 countries and 3 geographies
• Responsible for managing Global operational excellence projects for all Groupon Vendors
• Highlights:
• Lead key strategic continuous improvement projects which led to annualized savings of $2Mn
• Led the Chat deployment strategy for NA and UK business which helped in improving Customer Experience by 500bps year over year deployment of Chat strategy. CSAT improved from 65% in 2016 to 70% in 2017.
• Established COPC framework led the discussions with COPC auditors and deployed the COPC strategy across the globe. This resulted in Training & Quality functions being COPC certified.
• Certified Lead Trainer (only one in APAC region) by Blanchard Group of Companies to conduct Situational Leadership training. Received multiple accolades for the training delivery

Nov 2014 – Jun 2016 · 1 yr 7 mos · Chennai

• Role:
• Head of Service Delivery for IT& ITES Services division supporting 5 major geographies across the world
• Led complex operations of 300+ team members support different geographies of Customer Service, Sales, Finance & Accounts and IT processes and managed P&L of $20Mn
• Led the RFP discussions, made the business proposal, got clients on-boarded and coordinated to ensure smooth transition for new clients over 30-60-90 day period
• Highlights:
• Merit of being acknowledged by Board of Directors for delivering exceptional performance
• Improved the revenue by 30% by adding new accounts and adding growth streams from existing accounts
• 20% Cost reduction across 2 Centre of Excellence

Apr 2013 – Oct 2014 · 1 yr 6 mos · Chennai

• Role:
• Managed 3 enterprise and strategic accounts, responsible for Service Delivery, handled 700 plus FTE and P&L of $15Mn
• Responsible for managing end to end process right from Hiring, Training, Quality, Operations, P&L, Client engagement
• Highlights:
• Steered efforts in managing top line revenue of $15Mn and bottom line gross margins of 50% for 3 strategic accounts across multiple geographies
• Played a key role in making the account to receive “Performance Excellence” Award for FY’14 (2013 – 2014)

Mar 2003 – Dec 2012 · 9 yrs 9 mos · Hyderabad Area, India

• Head Centre of Excellence Nov’10 – Dec’12
• Outsourced Partner Management May’09 - Oct’10
• Area Manager Oct’07 – Apr’09
• Program Manager Nov’06 – Oct’07
• Process Leader Apr’05 – Oct’06
• Senior Team Manager Apr’04 – Mar’05
• Team Leader Mar’03 – Mar’04

Jul 2001 – Feb 2003 · 1 yr 7 mos · Hyderabad Area, India

• Joined Birla Global Infotech Services Pvt Ltd as Sales Outbound Team Member and sold credit cards / phone packages / financial packages to US customers. Got pomoted in November 2001 as Assitant Team Leader. Got promoted as Team Manager in May 2002. Resposnible for managing team of 20 members and ensuring daily sales targets are met.Responsible for interacting with US clients / securing campaigns from them / setting up daily interaction calls / training team members on the campaign / ensuring daily sales targets are met / reporting day end sales numbers to the clients and the management team.