Oct 2023 – Aug 2024 · 10 mos · Hyderabad, Telangana, India · On-site

• 𝐀𝐬𝐬𝐢𝐠𝐧𝐦𝐞𝐧𝐭 𝐰𝐚𝐬 𝐩𝐚𝐫𝐭 𝐨𝐟 𝐭𝐡𝐞 𝗙𝗿𝗮𝗰𝘁𝗶𝗼𝗻𝗮𝗹 𝗟𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽 𝐀𝐝𝐯𝐢𝐬𝐨𝐫𝐲
• 𝐇𝐞𝐚𝐥𝐭𝐡 𝐂𝐚𝐫𝐞 𝐈 𝐄-𝐂𝐨𝐦𝐦𝐞𝐫𝐜𝐞 𝐈 𝐄𝐝𝐮𝐜𝐚𝐭𝐢𝐨𝐧 𝐈 𝐇𝐑𝐎
• 👉 Spearheaded Revenue Growth: Led the BPO/KPO to achieve a top-line Revenue from $3.75M to $8.75M for FY'24- 25.
• 👉 Expanded into New Markets: Diversified into EdTech, E-commerce, and Retail sectors, generating an annual order value of $ 4 M.
• 👉 Implemented robust processes for performance measurement and improvement, ensuring that operational metrics align with industry standards.
• 👉 Spearheaded digital transformation initiatives to streamline operations and improve service delivery across various business units.

Apr 2022 – Jun 2025 · 3 yrs 2 mos · Hyderabad, Telangana, India · Remote

• 𝐀𝐝𝐯𝐢𝐬𝐨𝐫 & 𝐁𝐮𝐬𝐢𝐧𝐞𝐬𝐬 𝐌𝐞𝐧𝐭𝐨𝐫
• Let’s connect if you’re looking to scale smart, build future-ready operations, or unlock growth sustainably.

Mar 2019 – Jun 2025 · 6 yrs 3 mos · Hyderabad, Telangana, India · Remote

• First entrepreneur stint was 𝐈 𝐀 𝐁𝐨𝐚𝐫𝐝 𝐌𝐞𝐦𝐛𝐞𝐫 𝐈 𝐅𝐫𝐚𝐜𝐭𝐢𝐨𝐧𝐚𝐥 𝐋𝐞𝐚𝐝𝐞𝐫, 𝐚𝐧𝐝 𝐚𝐧 𝐀𝐝𝐯𝐢𝐬𝐨𝐫 𝐰𝐢𝐭𝐡 𝐓𝐫𝐚𝐧𝐬𝐩𝐨𝐫𝐭𝐚𝐭𝐢𝐨𝐧 𝐋𝐨𝐠𝐢𝐬𝐭𝐢𝐜𝐬, 𝐁𝐏𝐒, 𝐄𝐝𝐭𝐞𝐜𝐡 𝐚𝐧𝐝 𝐒𝐚𝐚𝐬 𝐨𝐫𝐠𝐚𝐧𝐢𝐬𝐚𝐭𝐢𝐨𝐧𝐬 with retainer and milestone-based engagements.
• 𝐄𝐧𝐠𝐚𝐠𝐞𝐦𝐞𝐧𝐭𝐬
• 𝐒𝐦𝐚𝐫𝐭𝐞𝐤21, 𝐀 𝐒𝐚𝐚𝐬 𝐔𝐒𝐀-𝐇𝐐 𝐜𝐨𝐦𝐩𝐚𝐧𝐲
• 👉 Reengineered human-intensive back-office operations into a digital customer experience for the largest UK-based online travel portal, utilising new-age digital footprint.
• 𝐅𝐢𝐯𝐞 𝐒 𝐃𝐢𝐠𝐢𝐭𝐚𝐥- 𝐁𝐨𝐚𝐫𝐝 𝐀𝐝𝐯𝐢𝐬𝐨𝐫
• 👉 Business Growth: Helped drive a go-to-market strategy, enabling a 25% rate (CAGR) YOY, India’s largest impact sourcing contact centre.
• 👉 Established a Centre of Excellence, improving:
• KPI compliance from < 50% to > 85%
• Client Net Promoter Score (NPS) from 24% to 69%
• 𝐀 𝐇𝐲𝐝𝐞𝐫𝐚𝐛𝐚𝐝-𝐛𝐚𝐬𝐞𝐝 𝐭𝐫𝐚𝐧𝐬𝐩𝐨𝐫𝐭 𝐋𝐨𝐠𝐢𝐬𝐭𝐢𝐜𝐬 𝐜𝐨𝐦𝐩𝐚𝐧𝐲
• 👉 Built and grew the Employee Transport operations from $ 12 M to $23 M in the space of one year, acquiring large IT contracts and renewal contracts.
• 👉 Digitised fleet operations through in-house application, MY CARE on performance, hygiene, safety and intelligent routing, which helped reduce the cost of operations by 45%, increasing EBITA by 28%.
• 👉 Won, Deployed the largest vendor-preferred fleet with the largest Indian IT company, managing 5,000 employees' daily transportation with 96% on-time arrival and reducing their OPEX by 33% through the My Care app.

Apr 2022 – Aug 2023 · 1 yr 4 mos · Gurugram, Haryana, India · On-site

• 𝐀𝐬𝐬𝐢𝐠𝐧𝐦𝐞𝐧𝐭 𝐰𝐚𝐬 𝐩𝐚𝐫𝐭 𝐨𝐟 𝐭𝐡𝐞 𝗙𝗿𝗮𝗰𝘁𝗶𝗼𝗻𝗮𝗹 𝗟𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽 𝐀𝐝𝐯𝐢𝐬𝐨𝐫𝐲
• 👉 Led domestic B2C Operations improving client conversion by 3x through implementation of course wise cohort, refreshing of LMS, intelligent IVR through AI/ML solutions along with managing and growing a top-line revenue of $ 40M.
• 👉 Implemented a B2C after-sales care program, replacing traditional phone reviews with a digital intervention, resulting in a 50% increase in conversion rates and upsell opportunities.
• 👉 Drove Organizational Growth through strategic college acquisitions, enhancing client retention, developing ancillary student ecosystems, through two product organization acquisitions, completing the student upskill cycle.
• 👉 Established robust business intelligence and data analytics capabilities, focusing on business continuity, risk management, process excellence, and continuous improvement initiatives.

Mar 2016 – Feb 2019 · 2 yrs 11 mos · Hyderabad, Telangana, India · On-site

• 👉 Led the financial realignment, building consensus with key stakeholders, moving away from CAPEX to OPEX for all new sites
• 👉 Added 5,000 new seats with a seat cost reduction of 30% on the managed services model.
• 👉 Global facilities function was recognised as ‘THE BEST ENABLING DEPARTMENT’ via NPS survey across the organisation.

Aug 2013 – Feb 2016 · 2 yrs 6 mos · Hyderabad Area, India · On-site

• 𝐆𝐥𝐨𝐛𝐚𝐥 𝐕𝐢𝐜𝐞 𝐏𝐫𝐞𝐬𝐢𝐝𝐞𝐧𝐭 – 𝐓𝐞𝐥𝐞𝐜𝐨𝐦 𝐈 𝐌𝐞𝐝𝐢𝐚 𝐈 𝐄-𝐜𝐨𝐦𝐦𝐞𝐫𝐜𝐞 𝐈 𝐇𝐨𝐬𝐩𝐢𝐭𝐚𝐥𝐢𝐭𝐲 𝐈 𝐀𝐮𝐭𝐨𝐦𝐨𝐛𝐢𝐥𝐞𝐬 𝐎𝐧 𝐑𝐨𝐚𝐝 𝐂𝐚𝐫𝐞 𝐀𝐬𝐬𝐢𝐬𝐭𝐚𝐧𝐜𝐞
• 👉 Grew Business vertical from $ 25M to $ 100M through organic and inorganic growth, acquiring ten new clients in the Telecom, Media, and E-commerce sectors.
• 👉 Revenue and Customer Experience Enhancement: Achieved 35% revenue growth from account mining by implementing agile customer experience solutions and execution strategies.
• 👉 Process Optimisation and Sales Achievement: Conceptualised and executed a re-engineered process for upselling and cross-selling, becoming the second-highest retail sales channel for the largest media player in India.
• 👉 Government Service Transition Management: Transitioned and managed E-Passport Kendra, delivers end-to-end passport services for the Government of India with a team of 300 FTES.
• 👉 KPI Achievement and Technology Transition: Attained 94% of client KPIS through three large-scale technology transitions, improving customer satisfaction (C-SAT) from 63% to 88%.
• 👉 Achieved 1,000 FTE, 6 sites transition for a premium telecom process in 90 days from Ground Zero, a feat recognised in the client annual meet.

Sep 2010 – Jul 2013 · 2 yrs 10 mos · Jaipur, Rajasthan, India · On-site

• 𝐒𝐢𝐭𝐞 𝐇𝐞𝐚𝐝 𝐈 𝐃𝐨𝐦𝐞𝐬𝐭𝐢𝐜 & 𝐔𝐒𝐀 𝐈 𝐆𝐥𝐨𝐛𝐚𝐥 & 𝐃𝐨𝐦𝐞𝐬𝐭𝐢𝐜 𝐓𝐞𝐥𝐞𝐜𝐨𝐦 𝐈 𝐌𝐨𝐛𝐢𝐥𝐞 𝐒𝐮𝐩𝐩𝐨𝐫𝐭 𝐈 𝐄-𝐂𝐨𝐦𝐦𝐞𝐫𝐜𝐞
• 👉 Client and Revenue Management: Spearheaded offshore and domestic client relationships, achieving a top-line revenue of $ 15 million.
• 👉 Centre of Excellence Leadership: Drove the Centre of Excellence by setting targets and delivering best-in-class customer satisfaction, resulting in a Client NPS increase from 24% to 69%.
• 👉 Strategic Collaboration and Infrastructure Expansion: Collaborated monthly and quarterly with the CEO, shareholders, and enabling functions to drive strategic projects, cost optimization, and infrastructure planning, leading to the addition of 700 seats and the establishment of 2 new sustainable sites.

Apr 2010 – Aug 2010 · 4 mos · On-site

• East head I Telecom I FMCG I E-Commerce I Data management

Sep 2008 – Aug 2010 · 1 yr 11 mos · On-site

• 👉 People Management: Oversaw a team of 4,000 FTEs, effectively managing diverse client portfolios across Kolkata and Jamshedpur, catering to both domestic and
• offshore clients.
• 👉 Client and Account Management: Directed the UIDAI account across PAN India,
• managing 2,000 seats with comprehensive multilingual technology and manpower
• support.
• 👉 Partner management: Supervised outsourced work for Karvy Data Management Services, ensuring seamless execution and service delivery.

Jul 2007 – Aug 2008 · 1 yr 1 mo · On-site

Dec 2005 – Jul 2007 · 1 yr 7 mos · On-site

• 𝐆𝐂𝐂 𝐜𝐚𝐩𝐭𝐢𝐯𝐞, 𝐇𝐚𝐧𝐝𝐥𝐞𝐝 𝐂𝐨𝐧𝐬𝐮𝐦𝐞𝐫 𝐓𝐞𝐜𝐡𝐧𝐢𝐜𝐚𝐥 𝐬𝐮𝐩𝐩𝐨𝐫𝐭 𝐈 𝐈𝐧𝐛𝐨𝐮𝐧𝐝, 𝐎𝐮𝐭𝐛𝐨𝐮𝐧𝐝 & 𝐂𝐡𝐚𝐭 𝐟𝐨𝐫 𝐔𝐒 & 𝐀𝐏𝐀𝐂 𝐫𝐞𝐠𝐢𝐨𝐧, 500 FTE
• Achievements
• 👉 Awarded Best Area Manager for three consecutive quarters.
• 👉 In the Champions quadrant, Employee Engagement results at 75%.
• 👉 Site Lead on Attrition initiative – Annualized attrition at 35%.
• 👉 Transitioned business of 500 FTE; identifying business opportunities, planning transition and ramp up.

Jan 2002 – Dec 2005 · 3 yrs 11 mos · Gurugram, Haryana, India

• 𝐆𝐂𝐂 - 𝐂𝐨𝐧𝐬𝐮𝐦𝐞𝐫 𝐂𝐚𝐫𝐝 𝐂𝐨𝐥𝐥𝐞𝐜𝐭𝐢𝐨𝐧𝐬 𝐈 500 𝐏𝐞𝐨𝐩𝐥𝐞 𝐈 2 𝐋𝐨𝐜𝐚𝐭𝐢𝐨𝐧𝐬 (𝐔𝐒𝐀 & 𝐈𝐧𝐝𝐢𝐚)
• Achievements
• 👉 Adjudged the Best Manager – Will to Win for 2002-2003 for affecting the successful transition
• 👉 Employee Engagement & Leadership development initiatives undertaken – 8% annual attrition level in the business
• 👉 Developed Voice Response Survey for Credit Pre Collections, 80% Top 2 boxes results under Overall Satisfaction

Sep 1999 – Dec 2001 · 2 yrs 3 mos · Gurugram, Haryana, India

• 100 People, 2 Locations (USA & India)
• Achievements
• 👉 Achieved Six Sigma Compliance
• 👉 Awarded Team Extra Miler Award for EC-VOC project taken.
• 👉 Green Belt project completed as a Buddy on “Time on System Productivity during Prime Time Hours”, a study which increased contact and higher dollars collected.

Aug 1996 – Aug 1999 · 3 yrs · New Delhi, Delhi, India · On-site