Experience

Gold's Gym

• United States
• Wellness and Fitness Services
• 700 & Above Employee

• Trainer

  • Jul 2012 - Present

  Providing top class health and fitness programes and exercises for all. Providing top class health and fitness programes and exercises for all.



IT Services

• Chennai

• Business Consultant

  • Jul 2011 - Jul 2012

  1. Over 10+ years of experience in leadership roles within complex operations environment, supervising diverse teams across geographies and managing challenging assignments across the globe. 2. Advanced individual and team development skills (strong interpersonal skills), including knowledge management (training, re-training, documentation for process and certification, FMEA, Process Standardization, Process Improvement, Process re-engineering, Utilization, efficiency, Optimization, mentoring and individual / team performance evaluation). I use a hands on / on the job approach which has proven beneficial at many instances. 3. High level of adaptability and flexibility gained through working in highly charged, mission critical programs involving the end to end life cycle of the organization (from Business Development, Transition, Training, Monitoring / Mentoring / Metrics - SLA - SOW preparations including developing and implementing a robust Communication module, Change Management module, Business Continuity module & Escalation module with relevant support plans) and the community often results in a win-win situation and a foundation for future success. Show less



Freelancer

• Freelance Consultant

  • May 2009 - Jul 2011

  Freelance Consultant coordinating various Business Development initiatives across the outsourcing industry. Freelance Consultant coordinating various Business Development initiatives across the outsourcing industry.



LEXLOCI - LEGAL PROCESS

• Partner

  • Jul 2008 - May 2009

  A PARTNER IN A PARTNERSHIP FIRM DEALING IN LEGAL PROCESS OUTSOURCING Defined and developed the company strategy for the overall business Defined the process verticals for the company including BD process Developed SLAs for the clients and transitioned business from Singapore to India Actively engaged in operational monitoring and project management Liaised with service providers in the industry to get industry training and other research tools Conducted interviews for lawyers and was a part of the recruitment council Developed and implemented the HR module for the company Show less



Hewlett Packard Enterprise

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Account Delivery Manager

  • Jul 2003 - Jul 2008

  Experienced in outsourcing, call center operations and transaction process & people management. Extensive background in building and maintaining client relationships and proven people, process & vendor management and solution delivery skills. Worked with ISO certified business processes and with business operations spanning the Americas, EMEA and Asia Pacific.

• Arvind

  • 2007 - 2008

  Joined as a Team Lead, got promoted as an Assistant Manager and finally took responsibility as Account Delivery Manager



New Business Quoting Team (EMEA)

• Assistant Manager

  • Jul 2005 - Jul 2006

  Managed the EMEA region for all New Business Quotes for HP Products and services. Managed the EMEA region for all New Business Quotes for HP Products and services.



Asia Pacific

• Acting supervisor

  • Jul 2003 - Jul 2005

  Responsible for development and performance of Statement Of Work (SOW), SOW reporting and operational reviews with customers, Change control ,escalation management (Level 2) and issue resolution, performance reviews of processes in various business center, root cause analysis of customer inputs to the BPO Processes and proposal development to address potential problems. Also responsible for driving standardization and performance in BPDO (VOC & TCE) Responsible for setting up operations for 14 countries in the EMEA region, achieving performance targets as per metrics defined in SLA. Managed resources ensuring 80% team utilization and appraised performance for a team of 40. Achieved cost and head count targets for the organization. Reported metrics and balanced resources through cross training. Managed Kaizen/small process improvement efforts and responsible for a 3% productivity improvement quarter over quarter while ensuring a service delivery performance beyond 4 sigma. Managed the end-to-end transition for 14 countries and analytics needed for BO setup and performance. Part of the level 2 team for BCP (Business Continuity Plan). Led a team of 55 personnel involved in the creation and maintenance of annual maintenance contracts for HP and Compaq customers. Improved productivity by 10% and executed six sigma projects. Successfully implemented SAP Workflow Management system for the Upfront Americas Region. Strategic and tactical floor management to ensure service quality and decision making. Acted as a core input designer for load balancing and production planning tool - Process Improvements. Strategic and tactical floor management ensuring service quality and decision making consistency. Supported employee training activities and was a mentor for new hires at the service delivery induction program Show less



Wipro Spectraind

• Team Leader

  • Jan 2003 - Jul 2003

  Lead a team of 20 processing mortgages for Bank of America. Ensured complete customer satisfaction by meeting all quality and operational requirements as per SLA. Primary point of contact for all client issues, managed escalations and ensured a high level of service Lead a team of 20 processing mortgages for Bank of America. Ensured complete customer satisfaction by meeting all quality and operational requirements as per SLA. Primary point of contact for all client issues, managed escalations and ensured a high level of service



Wipro Spectramind

• THIRD PARTY BPO

  • Jan 2003 - Jul 2003

  Team Leader handling a Mortgage process Team Leader handling a Mortgage process



Cyber Wave ISP

• Team Leader

  • Apr 2002 - Oct 2002

  Lead a team of twenty by motivating and energizing them towards success. Scheduling and conducting training programs for 6-Sigma, Telemarketing, customer service and total call-center scenario. Supported numerous HR efforts including staffing, resource management and associate evaluation Lead a team of twenty by motivating and energizing them towards success. Scheduling and conducting training programs for 6-Sigma, Telemarketing, customer service and total call-center scenario. Supported numerous HR efforts including staffing, resource management and associate evaluation



CYBER WAVE INTERNET SOLUTIONS LTD

• Team Leader

  • Apr 2002 - Oct 2002

  Lead a team of 20 processing mortgages for Bank of America. Ensured complete customer satisfaction by meeting all quality and operational requirements as per SLA. Primary point of contact for all client issues, managed escalations and ensured a high level of service Lead a team of 20 processing mortgages for Bank of America. Ensured complete customer satisfaction by meeting all quality and operational requirements as per SLA. Primary point of contact for all client issues, managed escalations and ensured a high level of service