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Seasoned operations management professional with an overall experience of 15+ years in telecom, customer service, inbound & outbound sales. Has expertise in diverse areas including need assessment, business process understanding, requirement mapping, procedure development, revenue generation and management, providing service delivery process in covering capacity management, service level management, resolution process and control process; developing business continuity plans, procedures, and service standards for business excellence targeting customer care, satisfaction and retention. Highly skilled in formulating strategies, driving process excellence initiatives, creating process vision & design, developing & deploying enhancement and execution strategies across processes. Strong people & project management skills, proven record of managing members/teams/projects across on and off shores, ensuring judicious utilization of resource, competence management, career planning, and mentoring. He holds a bachelor’s degree in marketing management.
