Feb 2011 – Apr 2014 · 3 yrs 2 mos · Hyderabad Area, India

• Dell - A world’ s largest startup company after going private and emerging as strong player in services & solutions segment while holding the fort in PC market.
• As Senior Area Manager, am responsible for service delivery for US Customers by managing a team of 300 people in various roles. Being one among the 4 Dell badge sites in India, we have competition among ourselves and have remained ‘Best of Breed’ for resolution and customer satisfaction quarter over quarter.
•  Reporting to Site Director, responsible for North America region and managing delivery for Dell’s
• premium product - XPS series, delivered ‘Best of the Breed’ performance quarter on quarter by
• exceeding the goals (90%)
•  SPOC for Hiring: Ownership of hiring plans, hiring strategy, working with TA team to close on
• profiles, coordinating with Operations team to complete interviews, coordinate with C&B team
• to close on offers. Ensured on time hiring always (400 – 600 FTE per annum)
•  SPOC for Revenue: Ownership to make revenue generation plans across businesses, driving
• Sales coaches to implement plans and ensure day on day delivery. Ensured ‘Best of Breed’
• performance both on margins and reduction of refunds (USD 4 million per annum)
•  Culture POC: Driving culture across 5 businesses is the primary responsibility. ‘Customer at the
• center’ is the approach driven across businesses. Also implemented ‘Product Advocacy’ across
• businesses
•  Recognized with Silver and Gold awards for consistent delivery of Customer Satisfaction,
• reduction in attrition and improvement of retention, quarter on quarter margin delivery and
• driving business with cost effective approach (best CPM & CPC)

Mar 2010 – Dec 2010 · 9 mos

• As CEO & Equity partner, Iam responsible for the strategy and execution of the business plan to build scale for the nascent startup. Over the last few months worked on
• Setting up and streamlining all statutory & compliance requirement for a new business enterprise
• Hiring and Recruitment of two teams of 20 members to support software development in PHP and .Net environments, and designing & detailing works using Autocad / ProE
• Initiating a business plan with focus on web design and web application development for SME segment
• Initiated a dialogue with leading automobile component manufacturer for providing support services like component design detailing, fixture detailing and conversion of designs from 3D to 2D
• Establishing a small business development team involved in cold calling, field work, submission of quotations and order closures
• Started exploring opportunities to take up e-governance projects and data processing projects
• Streamlining offshore support using .Net technology for US client ‘www.truewireless.com’

Jul 2009 – Feb 2010 · 7 mos

• As Consultant & Interim CEO –
• Effectively implemented resource optimization
• Identifying right resources with commitment, good technical knowledge in the areas of PHP (Joomla), .Net, MySql, Web Designing etc
• Established service delivery and project management procedures
• Implemented result based incentive schemes
• Marketing: Exploring new reseller databases (in different countries), establishing relationship with new clients
• Grooming teams on personality development, creating redundant layer of resources so that delivery timelines are always met
• Lead the team to develop a ‘College Management System’ for KITE Institutions (one of the group’s entity). This is a web based solution given to their colleges (built similar to ERP) which can manage Administration, Academic planning, Examinations, Accounts, Score cards, Payroll etc
• Actively involved in consolidating activities of ‘NoWire’ (a Mumbai based wireless tracking solution provider), ‘PhatPhish’ (a Mumbai based media and entertainment company) to help the US based equity
• Achieved 70% cost reduction and 100% increase in revenues during the tenure
• Fortune Infoway later-on was renamed as V5 ITES Pvt Ltd for administrative reasons.

Sep 2003 – Feb 2009 · 5 yrs 5 mos

• Knoah Solutions Pvt Ltd is a 100% subsidiary of Knoah Solutions Inc, USA, providing Customer Support / BPO solutions to large American companies in telecom, consumer electronics, home appliances and logistics management. Knoah has grown from 30 seats to 1000+ and is known for best technical support through chat, email and voice channels.
• As Vice President Operations -
• P&L responsibility with a work force of 400+ with 25 team leaders, 4 Assistant Managers and 3 Operations Managers across multiple accounts (ISP Support, Handheld devices, Logistics, Consumer Electronics, and GPS Services)
• Regularly interacting with clients for performance, and account management functions
• Focused on attrition rates and increased schedule adherence by motivating teams and driving R & R programs regularly
• Improved operational efficacy by driving best practices across various programs
• Focused on utilization of infrastructure, optimization of schedules, and optimization of transport facility
• Successfully delivered on client expectations and converted multiple pilot programs into production ramps
• Consistently achieved high KPIs like CSAT, FCR, Quality, SLA, Net promotion Score, etc.
• Worked closely with VP, Sales and supported in the Pre-Sales activities
• Played the Transition Manager role for multiple accounts
• Contributed to in-house tool development for Quality module and HRIS
• Instrumental in helping Knoah Solutions grow from the 200 employee organization in 2003 to 1000+ employees in 2008. Built a strong back office team for a leading client and delivered excellent results for clients, thereby providing the client a compelling argument to award additional business to Knoah.
• Played a key role in Knoah Solutions’ recognition as a Global Top 100 Outsourcer by International Association of Outsourcing Professionals (IAOP) in 2006 and 2008 – featured in Fortune Magazine, and achieving 3rd rank in Employee Satisfaction in IDC Data Quest Survey 2008.

Dec 2002 – Sep 2003 · 9 mos

• BOW Network Pvt Ltd is a Bangalore based Company providing end to end economic solutions for transport industry with more emphasis on tracking requirements. With ‘Bharathonwheels’ as a brand name, established strong foothold in the industry and has established business tie-ups throughout the country with a wide franchisee network.
• As a Technical Director, the deliverables included:
• Designing an Interactive Voice Response solution for tracking of vehicles using TAPI and basic telephony network
• Conducting an extensive study on the procedures and practices of transport industry for evolving solutions for fleet management, and cargo management
• Designing policies for implementation and deployment of the project across the network of franchisees
• Designing an automatic upload and download system to ease the operations of franchisees and eliminating the element of human error
• Database designing and implementation keeping the scalability of the project over a network of around 600- 800 franchisees considering a peak load of 200 transactions per hour, per franchisee
• Developing a GSM based solution using same IVR with GSM modem as an interface
• Developing of a data capturing gadget with 8086 processor using smart card technology for enabling ecommerce activities

Jun 2000 – Dec 2002 · 2 yrs 6 mos

• Neelachal Technologies Limited is a public limited company actively involved in developing solutions for transport industry with a wide network. ‘Asia on Wheels’ is the client for whom we developed a solution for tracking of vehicles on the highways across the country with the help of data capturing units and tracking location centers.
• In the role of Project Manager my responsibilities included:
• Designing a virtual project on the proposals concluded by the management using VB 6.0 for front-end requirements, Servlets and JSPs for web interaction and Oracle for database
• Reviewing, evaluating, and recruiting professionals in line with project requirements
• Database planning, and designing as per normalization norms, development and implementation for optimized output considering peak loads
• Project planning, work scheduling and work allocation, follow-up for work completion under the team environment and achieving time bound results
• Developing performance reports and updating management on the phase wise development of projects
• Documenting the project and preparing end user manuals, rolling out training to end users and creating a quick reference guide
• Functioning as a point of contact for company’s ISO 9002 certification

Apr 1998 – Jun 2000 · 2 yrs 2 mos

• Data Edge Group (I) Limited, formerly known as Clear Path Systems Limited, is a company providing ERP solutions, specializing in SAP in partnership with DataEdge. Inc, USA, who are into ERP services since 1994.
• In the role of Manager – SAP Technology, the responsibilities involved:
• Basis Administration using SAP 3.1H with Unix AIX 4.0 and Oracle 7, including System Administration, Database Administration and ABAP/4 Workbench requirements
• Assessing the implementation of Production Planning, Materials Management, Finance & Costing and Inventory modules at Rajashree Cements on consulting basis
• Organizing the entire process study for a major Jewelry organization involved in production, retail sales and exports having an annual turnover of more than Rs. 20 Crores per annum
• Placing SAP consultants on contract basis at Hoechst Marion Roussel, Mumbai, a leading pharmaceutical industry, to handle Finance, Production Planning, Quality Control, and Warehouse Management modules
• DataEdge Group (I) Limited was later on acquired by Answer Think.

Apr 1991 – Jan 1998 · 6 yrs 9 mos

• Hillar Computer Exports Pvt Ltd is a manufacturer and exporter of computer systems promoted by me along with three other directors.
• In the role of Director Operations, the responsibilities included procurement planning both from overseas and domestic markets, production planning, quality assurance, export planning and documentation, liasioning with banks for funding and submitting proposals for limit enhancement.

May 1990 – Feb 1991 · 9 mos

• Commercial Auto Products Pvt Ltd is an OEM supplier of radiators to major automobile manufacturers like Maruti, Ashok Leyland, Tata, and Punjab Tractors Ltd.