Jul 2019 – Jul 2022 · 3 yrs

• Oversaw the set up and management of the Pipeline Support team in India, including building a team of 40+ members (2019); Set up Sales Strategy Support in 2019 to provide dedicated project and analytical support to US Sales teams
• Define and implement monthly CX and Process KPI's, designing SQL dashboards for volume and quality to achieve monthly funded targets.
• Direct an inbound communication audit program focused on reducing drop off and improving customer response time; Part of companywide initiative to streamline customer support and experience in 2021
• Managing multiple customer experience and sales operations projects impacting customer journey and conversion
• Setting up 24/7 Live Chat Process in India to provide all round coverage for clients

Jul 2017 – Jul 2019 · 2 yrs

• Responsible for recruiting new hires; conduct culture fit interviews for all India hires.
• Spearhead cost optimization projects, such as implementing data integrity systems that reduced wasteful billing ; Renegotiated vendor contracts to reduce per unit charge by $250 while increasing volume, saved $100K+ annually.
• Created KPI Dashboard outlining daily, weekly and monthly metrics
• Created throughput algorithm to accurately predict inflow of volume per loan
• Executed project to implement solution integrating Email and Fax Client; Improved team coordination
• Implemented solution to automate verification and project certification process reducing turnaround by 28% in a year
• Designed operation dashboards for leadership team to deliver insights for ops capacity; Designed Workflow for Background Verification, Subordination and Project Review

Sep 2015 – Jun 2017 · 1 yr 9 mos · Qatar

• QETC is a Technology Consulting firm providing innovative technological workflow solutions to clients ranging from Government (B2G) to private businesses (B2B), all seeking to improve their efficiency and productivity.
• The company specializes in Digital transformation products, IoT, Analytics and assistive technology solutions.
• QETC Developers currently operates in Qatar and is incubated at Ministry of Transport and Communications (MOTC), to develop an E-Health Solution.
• Key Activities:
• Raised seed funding of 50,000 US$ and was incubated at Information Technology Ministry Qatar(DIC), beating 20+ startups
• Managed a team of 15 members to deploy government projects and overseeing product development from design to deployment
• Awarded Qatar Chamber of Commerce project worth 80,000 US$ to create Qatar’s digital business map, and signed them on as a marketing partner for a period of 5 years
• Designing Mobile Health solution for the State of Qatar, Exclusive partnership with ACCESSAMED for assistive devices
• Designed sales and marketing strategy to bring 4 pharmacy chains on board, including the largest chain in Qatar
• Managed a 50,000 US$ project for Qatar Museums Authority (QMA) to implement an onsite registration process at “Qatar International Food Festival 2016”

Apr 2015 – Jun 2015 · 2 mos · Paris Area, France

• Had the chance to work in an early stage startup, to design and revamp their marketing communications I was able to successfully design a B2B client persona for this company and in general for the NFC devices market in France by performing market research using a variety of tools,notably Google Analytics.
• Additionally, made changes to the current website to provide relevant options for B2B clients, while working on SEO strategy to make the website more search friendly.
• Design and optimize digital marketing strategy for Capsulprotect to attract B2B clients.
• Analyzed product offering and create B2B client personas to design outreach campaign for businesses.
• Key Deliverable- Digital Roadmap Consulting Report to CEO

Aug 2012 – Aug 2014 · 2 yrs · Noida Area, India

• Provided secondary- and tertiary-level support for business applications in C# and SQL, maintaining agreed SLA's on higher- to medium-priority tickets.
• Generated and submitted Weekly Status Reports while maintaining training documents for new software migrations.

Sep 2010 – Jul 2012 · 1 yr 10 mos · Noida Area, India

• Implemented Project Migration from legacy system to Cloud and Hyper-V environments; thereby improving robustness and security of all business application
• Deployed 2 Automation projects stalled in Hemel Hempstead and Warrington to improve mail collection and reporting by 18%
• Application Duty Manager to resolve major incidents- managed 24 hour support for client application
• Subject matter expert for Business applications; reduced complaints on system by 40% in one year
• Accountable for the end to end service delivered to the Customer, delivering agreed Service levels and managing internal service management disciplines