Mar 2020 – Apr 2023 · 3 yrs 1 mo · Gurgaon, Haryana, India

• · As the Country Manager for Insight, oversaw all operations, governance, and compliance matters. Ensured the company was compliant with all applicable laws and regulations, managed risk, and optimized efficiency.
• · Collaborated with different lines of businesses to provide strategic direction and problem resolution. Identified growth opportunities, improved processes, and addressed challenges with cross-functional teams.
• · Managed budgets and expenses, and reported and forecasted financial performance. Developed and tracked budgets, managed expenses, and provided regular financial reports to senior management.
• · Increased headcount by 10X and reduced SG&A by 37% through effective hiring strategies, optimized processes, and technology utilization.
• · Maintained the highest employee satisfaction scores globally for three consecutive years. Focused on employee engagement, regular feedback and recognition, and fostering a positive work culture.

Apr 2016 – Mar 2020 · 3 yrs 11 mos · New Delhi Area, India

• · Co-founded a Lifestyle & Home Decor business, Belleza Casa. Developed a business plan, secured funding, and built a team to execute on the vision.
• · Oversaw manufacturing, import, and curation of product lines. Identified suppliers, managed relationships, and ensured products met the company's quality standards.
• · Developed and managed both B2B and B2C channels. Built relationships with retailers and wholesalers to expand the brand's reach, and developed an online store to sell directly to consumers.
• · Contributed to the 5 P's of marketing: product design, production, packaging, pricing, and positioning. Identified trends, created unique designs, developed packaging that was both functional and aesthetically pleasing, and set pricing that was competitive but also allowed for a healthy profit margin.
• · Partnered with multiple social media platforms such as Shopify, Woocommerce, Instagram, and Facebook to build a strong digital presence and promote the brand. Created engaging content, leveraged influencer marketing, and used targeted advertising to reach potential customers.
• · Managed digital marketing efforts, analyzed customers' needs and wants, and influenced purchase decisions for premium/trending product lines. Conducted market research, tracked trends, and used data to inform product development and marketing strategies.

Apr 2014 – Apr 2016 · 2 yrs · Noida

• BPO Operations & Service Delivery - Large Account.
• Set up Premium Inbound Centre for the World’s 3rd Largest Telecom Operator based in India.
• Client Governance, Partner relation management. Business Development & Retention.
• SIMPLYFY – Processes, People and Solutions.

Sep 2010 – Apr 2014 · 3 yrs 7 mos · Greater Delhi Area

• Circle Head - CSD. Manage Call Centre, Back Office Ops, Retail, Regulatory & Compliance, Post Paid Management Services, Quality and Training..
• 700 + Dircet & Indirect Employees. Mange a customer base of 4.5Mn.
• FOCUS AREAS: Customer Experience, Compliance & Costs.

Mar 2008 – Sep 2010 · 2 yrs 6 mos

• Circle Head CSD - East
• Responsible to set up the Customer Service Backbone in the Circle of Bihar & Jharkhand.
• Standardizing Operations and creating SOP’s for all processes.
• Set the core systems : Call Centre including Dealer Helpline. Set up 400 Stores (Medium & Small Format).
• Training & Certification of all Customer Service Officers to support a base of 6 Mn Customers.

Sep 2005 – Mar 2008 · 2 yrs 6 mos · Chandigarh / Gurgaon

• Managed the Technical Support Desks Operations for Dell in North India.
• Lead for replicating a 20 Million USD Pilot Project (Pan India) on improvement of Customer Satisfaction (Achieve Global).
• Spl Project - Training Department: Creating Interface for new hires - Post hiring and Pre-production to enhance employee retention.

Apr 2003 – Sep 2005 · 2 yrs 5 mos · Noida

• Managed Voice and BO Operations for British Telecom
• Responsible for migration of 5 Programs
• COPC Certified (Base Standard Release 3.3) Instrumental in obtaining unconditional COPC certification for the Collections Process.
• Additional Project - Streamlined Line HR.

Dec 2000 – Oct 2002 · 1 yr 10 mos · Delhi

• Planning and implementing strategies for enhancing Sales & Revenue by expanding Corporate Customer base for Leased Access, VPN’s, VoIP, & Faxnet;
• Maintaining Support levels, Incremental Sales & Collections.
• Successfully launched the IP Telephony services for corporate users in April 2002.