Experience

Mentora

• Portugal
• Computer Games
• 1 - 100 Employee

• Senior Manager - Client Success

  • Jul 2021 - Present

  - Involved in Strategic planning and forecasting; appraise performance; resolving problems; and addressing staffing needs - Regular participation in business leadership meetings, helping to develop and drive strategies and programs which improve the competitive position and profitability of Mentora - Driving continuous learning and process improvement culture change through best practice sharing, vocal advocacy, and visible hands-on leadership - Analyze, evaluate, and overcome program risks, and produce program reports for management and stakeholders - Managing workflow, escalating problems or variances in the information and data to the relevant owners and following through on resolutions - Identifying and eliminating root cause barriers to accuracy, productivity, and quality through regular After Action Reviews - Driving tactical execution of key initiatives building and managing the road map to achieve the Client Success team’s vision - Developing and achieving performance goals and objectives in order to achieve customer expectations Managing a team of 5-6 Program Managers; developing performance metrics to drive team performance and business results - Ensuring supervisory responsibilities in accordance with Mentora’s policies and procedures; include interviewing, training, and motivating employees; planning and assigning work; rewarding and reviewing employees; and effective conflict resolution - Handling individual and team performance expectations and goals, monitoring real-time service levels and schedule adherence and holding the team accountable for meeting and exceeding performance targets - Leading the learning, training and development for all the associates, and managers in the positive correlation between customer experience and productivity - Creating and deploying learning calendars and ensuring compliance - Effectively partnering and building productive working relationships with direct reports, peers, leadership, and other departments Show less



Channelplay Limited

• India
• Advertising Services
• 700 & Above Employee

• Senior Manager

  • Mar 2013 - Jul 2021

  Managed a team of 30 (Asst. Managers, Trainers & Executives) Spearheading projects for multiple clients - managing 4 to 5 client projects per year Clients: Apple, Amazon, Google, Microsoft, PayU, Vaco Binary Semantics, Q Cinemas, MK Agrotech, Shell Lubricants Responsible for client management ensuring that all the SLAs are adhered, and work is being done according to the scope of the project / First point of contact for client Managed the finances of all assigned projects Led the full life cycle of a client engagement from proposal through final delivery and customer sign-off Ensured high customer satisfaction CSAT scores Increased scope of contract / get new assignment from existing clients Ensured team KPI & performance targets are met Assessed the training need for the staff working on different projects Monitored delivery reports and process metrics to track the health of all projects Show less



Aptara

• United States
• E-Learning Providers
• 700 & Above Employee

• Operations Project Manager

  • Oct 2010 - Mar 2013

  Provides digital content services—from conception through post-delivery user support Managed 3 key clients and over 20 different Journals Managed end to end projects/clients from USA, UK & Germany for publisher - John Wiley & Sons (handled Wiley Hoboken and Wiley Germany accounts) Act as a SPOC for the clients handling the publishing vertical Managing the complete life cycle of the project starting from receiving the projects, sending them in a workable format to the composition team Monitoring the execution and ensuring that the end product is delivered in a timely manner with highest quality Be the primary liaison with the Editors working with them to monitor, maintain and improve the quality of the Journals Work with the author and editor from the intake of a project till its completion Build and maintain external relationships with Editors,Authors, Customer/Publishers, Editorial Board members Maintain relationships with all internal stakeholders (production, marketing, sales, customer services and accounts) Adherence to SLAs, validation of deliverable, timely review of project status Monthly invoicing of projects undertaken Show less



Bank of America

• United States
• Banking
• 700 & Above Employee

• Associate – Backend Operations

  • Nov 2007 - May 2008

  Provide back-end support to the on-shore team De-linking of existing services & closing the accounts Provide back-end support to the on-shore team De-linking of existing services & closing the accounts