Experience

SVG Columbus

• India
• Online Media
• 1 - 100 Employee

• Associate Vice President

  • Nov 2016 - Present



India World Technologies Pvt Ltd

• India
• Real Estate

• AVP Marketing

  • Oct 2012 - Aug 2016

  ● Planning & Supervising digital marketing strategies SEM / SEO / Display campaigns / Affiliate / Social media ● Customer engagement, Site analytics & reporting ● Mailer (Internal customer & external optin databases) ● Managing lead generation & management ● Traffic flow / Form fill rate / One site conversion ● Manage call center for customer interaction ● Form fill to Customer Engagement ( Connected / leads patched to on field executives) ● Lead management & CRM / Sales tracking / Five Minute call back process ● Channelizing marketing tools for effective market penetration ● P & L for the line of business ● Collaborating training for process & product ● Monitoring the quality check for the distribution segment through CSAT & VOC ● Responsible for Implementing & training on new technology platform for the Line of Business Show less



Intouch Solutions

• Delhi

• DGM-Operations

  • Sep 2007 - Aug 2012

  – Handling diverse product lines such as BFSI, Customer Services, Telecom sales & NGO Donor acquisition, Renewal & Retention, VAS and Up-sell. – Managing profit center operations with a view to achieve business (sales volume) objectives and ensure top line and bottom line profitability. – Business development and relationship management in corporate and institutional sales. – Responsible for Strategic Business planning and Budgeting and achieving it through Sales and Service streams. – Leading the Operations team to deliver on KPIs, ensuring that Service Level Agreements and Quality Standards are achieved for the project. Strategize and ensure key deliverables are met. – Monitor the overall resource planning, work allocation, identifying improvement areas and implementing adequate measures Show less



IBM

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

• Operations Manager

  • Aug 2005 - Aug 2007

  – Enhancing Business through Quality Strategy for Customer Service. Planning & Implementation of TNI for all metrics. – Working to achieve all KPI’s for Punjab Post Paid LOB. Capacity planning on basis of ERLANG. Capacity scheduling via roster planning, leave management. – KPI’s include AHT, SL, ICE, and FCR. CQ and JKQ. – Call Center Operations (Customer Service), Quality Projects & Calibrations, Process Review Analyses, Performance Management & Bottom Quartile Management. – MIS reporting for Service request to client & internal customers. – Initiated Green Belt Project for sustaining and achieving one of the main KPI’S i.e. Service Level.(PCA 10) – Certified trainer from Bharti to train on Punjab Postpaid process. Show less



GECIS

• Outsourcing and Offshoring Consulting
• 1 - 100 Employee

• Senior Process Associate

  • Feb 2000 - Apr 2002

  – Transitioned VISA Cards & Direct MIS Reporting to the Client for Quality Control / Compliance – Relationship Management for Capital Line Clients – Fraud – Designing of Qs & Back end investigation through Fast data, Accurint, Bellsouth etc. – Facilitating Training Delivery and Administration – Process Operations and managing the team to meet the Service Levels (CTQs). – Gauging MPE, Running the Incentive plan (VIC – Variable Incentive Compensation), Scheduling Lead BCP-DRP (Disaster Recovery Plan) and 6 Sigma Project for capturing End Voice of Customer Show less