Experience

Global Innovations & Technology Alliance - GITA

• India
• Non-profit Organization Management
• 1 - 100 Employee

• Executive Officer - Strategy & Partnerships

  • Oct 2015 - Present



Hexagon Analysts and Consulting Services Private Limited

• Senior Consultant & Analyst

  • Oct 2012 - Oct 2015

  • Led consulting projects with several India based SME ITES & BPOs to identify gaps in their existing operations, quality, risk & compliance, BCP, SOPs, etc. Strategy formulation and execution to bridge those gaps. Led the execution working closely with their operating team. • Worked on consulting projects with Indian Financial Services organization to mitigate gaps in their processes for improved customer experience, Quality & TAT. Led process improvements and process documentation of their backend processes. • Provided consulting support to one of the leading Indian BPO in their bid to win a Business Process from one of the Europe’s largest Financial Services Company in a project worth $50 MM. Provided inputs related to the stage wise off-shoring/near-shoring process, Business Process Continuity plan, selection of right technology platforms & build a BPaaS(Business process as a se rvice) strategy. • Handled various international tie-ups & ongoing engagements with our partners in US & New Zealand.• Developed India2US bridge, in partnership with our US partner, for ITES & BPO sector helping Indian SMEs to grow in US and similarly helping US SMEs in selection of right outsourcing partner in India. • Developed an SSaaS (Social Selling as a Service) product, working with our US partner, riding on social channels like LinkedIn & Twitter integrated with cloud based tools such as Basecamp, Box, Socedo, Hootsuite, Nimble, etc. for US market. Service has crossed the beta testing phase and is about to be launched in US. Developed all the processes.



DGC

• Electric Power Generation
• 1 - 100 Employee

• Overseas Purchase Manager

  • Dec 2011 - Oct 2012

  • Contractual negotiations and dealings with the Chinese and Korean Suppliers and brokers. • Managing end-to-end logistics and Supply Chain of products right from the supplier’s factories to the various ports in China, to the various warehouses of company across India. • Managing the orders in pipeline so as to minimize the logistics cost for the company. • Handling all paperwork related to imports (B/Ls, purchase orders, invoices, insurance certificates, certificate of origin, packing lists, etc) and timely payments to the suppliers.



Pulse Energy

• India
• Motor Vehicle Manufacturing
• 1 - 100 Employee

• Switching Manager

  • Jul 2010 - Jul 2011

  (Joined as Quality Manager and was promoted to Switching Manager) • Re-engineered the Switching Process using analytical tools such as Process Mapping, Critical Chain Analysis, and Flow Charts to facilitate speedy workflow and assure optimum utilization of staff. • Designed and implemented analytical tools resulting in identification of issues with the reporting system of retention team - developed new reporting system - reduced the offline work from 45% to 10%. • Developed new retention team (recruitment & training) – retained 30% customers in first month out of cancellations. Strategically developed the counter offers for retention teams after region-wise competitors analysis. • Achieved high level of customer satisfaction after major system breakdown earlier in the year.



Telelink Contact Centers

• Quality Manager

  • Mar 2009 - Jun 2010

  • Trained the sales team in compliance with the guidelines of Electricity Commission, Commerce Commission & Fair Trading Act.• Reduced the defects - resulting in 15% less cancellations out of fresh sales. • Led a brain-storming session for continuous improvement (based on Kaizen) – successfully brought the concept of regular changes in the scripting resulting in 30% fewer defects in two weeks. • Monitored the KPIs and efficiency of sales team through statistical analysis on weekly basis.



B. M. Patel & Company

• Marketing and Operations Manager

  • Apr 2005 - Mar 2008