Experience

Exicom

• United States
• Banking
• 1 - 100 Employee

• Principal Consultant (DGM - Technology Platform)

  • Apr 2022 - Present

  India



Exicom Tele-Systems Limited

• India
• Telecommunications
• 700 & Above Employee

• Principal Consultant (AGM - IT)

  • Oct 2019 - Nov 2022

  Gurgaon, India



INFOTEL BUSINESS SOLUTIONS LIMITED.

• India
• 1 - 100 Employee

• Principal Consultant (DGM - IT)

  • Apr 2019 - Sep 2019

  Gurugram Managed IT Services, Technology Product and Delivery



Infotel Business Solutions Ltd

• United Kingdom
• Business Consulting and Services

• Senior IT Project Manager

  • Apr 2015 - Apr 2019

  Business Process Re engineering and Product Management



Infotel Business Solutions Ltd.

• United Kingdom
• Business Consulting and Services

• Manager ( Business Process) - IT

  • Oct 2012 - Apr 2015

  Handling the Business process part for Desiging & developing any process related to Exisiting or new Business Requiremens. Accordingly the software development by expert developer, testing & monitoring till final deployement at the Client end.



Smart Digivision Pvt Ltd ( A HFCL Infotel Group)

• Deputy Manager-CSD(A HFCL Infotel Group)

  • Mar 2010 - Sep 2012

  • Process Design & Implementation • Customer Service Delivery Operation/ Function • Support for Nationa Operation & Co-ordination • Sales & Other Team Support for Operational Activity • Back-end Operations – Reconciliations/MIS/ Presentations etc. • Customer Care Operations

• Assistant Manager-Business IT

  • Feb 2008 - Mar 2010

  Process & Delivery Manager for Customer service & assurance applications. This does work both on customer acquisition, churn, retention, along with Technical aspects of service feasibility on Broadband.

• Assistant Manager

  • Feb 2008 - Mar 2010

  CSD; An IPTV project of HFCL Infotel Limited Key Responsibilities: Planning & Rollout of CRM Process & Design principle. Successful implementation of CRM (iGenesis), which included the responsibilities like, finalizing the specification, UAT & further training to Call Centre. Dissemination of new processes & adherence thereof. Feedback for process improvements in the existing process keeping the requirement of customers. Ensuring customer satisfaction… Show more CSD; An IPTV project of HFCL Infotel Limited Key Responsibilities: Planning & Rollout of CRM Process & Design principle. Successful implementation of CRM (iGenesis), which included the responsibilities like, finalizing the specification, UAT & further training to Call Centre. Dissemination of new processes & adherence thereof. Feedback for process improvements in the existing process keeping the requirement of customers. Ensuring customer satisfaction through replying their queries on email (help@myway.in) SLA compliance- maintains a constant track of SLA through various processes. Responsible for Fulfillment & CAF audit. Presenting Performance/Operations dashboard on a monthly basis.



HCL Infosystems Ltd

• India
• Information Technology & Services
• 700 & Above Employee

• Senior Operation Lead

  • Mar 2007 - Feb 2008

  A well recognized Production, Development, Marketing House in IT sector in India, Rs.2000 Cr turnover per year in Frontline division. Key Responsibilities: Operation & Coordination: Support to Sales Team for their ongoing projects Customer survey & Coordination for order fulfillment & Execution Planning & Management: Planning & Forecasting demand of the customers on various products Promotions & offers on projected funnels, for required lead… Show more A well recognized Production, Development, Marketing House in IT sector in India, Rs.2000 Cr turnover per year in Frontline division. Key Responsibilities: Operation & Coordination: Support to Sales Team for their ongoing projects Customer survey & Coordination for order fulfillment & Execution Planning & Management: Planning & Forecasting demand of the customers on various products Promotions & offers on projected funnels, for required lead times & factory slotting. Customer Satisfaction Surveys, Results' Analysis-Focusing on Customers' concerns and Suggesting resolutions, facilitating closure, enhancing processes for continuous Improvement Order Fulfillment: Responsibility of all local & multicitiy Order Fulfillment with support of Local Billing team, Logistics team & procurement team and ensuring delivery of the desired devices by on time across India for the top listed corporate accounts. Show less



Reliance Communications Ltd

• Telecommunications
• 1 - 100 Employee

• Corporate Relationship Manager

  • Apr 2004 - Feb 2007

  RDA Group of company, India's leading integrated telecommunication company with over 60 million customers. Key Responsibilities: Ensuring Service Delivery within SLA Complaint Management Activity using various tools, Like Clarify, Clarity, Simplify. Nationally Co-ordination for enhancing processes continuous improvement in terms of TAT adherence. MIS Generation and Co-ordinate with Internal Deptt for fast resolution, facilitating closure. Customer Satisfaction… Show more RDA Group of company, India's leading integrated telecommunication company with over 60 million customers. Key Responsibilities: Ensuring Service Delivery within SLA Complaint Management Activity using various tools, Like Clarify, Clarity, Simplify. Nationally Co-ordination for enhancing processes continuous improvement in terms of TAT adherence. MIS Generation and Co-ordinate with Internal Deptt for fast resolution, facilitating closure. Customer Satisfaction Surveys Forecasting demand of the customers on various products/offers for required lead times & factory slotting. Developing satisfactory level with Corporate Accounts by meeting them frequently in person and providing resolutions of their each and every issue, updating them by the current processes, SLAs, Services, Products

• Senior Ops Executive

  • Apr 2003 - Apr 2004

  Senior Operation Executive- Customer Service & Order Fulfilment



iEnergizer Inc

• United States

• Support Cell Auditor

  • Feb 2002 - Mar 2003

  Worked as aSupport Cell Auditor. A Company engaged in Business Process Outsourcing for a US firm, handling their projects on Health Insurance & Claim Processing. Key Responsibilities: Worked With Health Insurance Team (Blue Cross of California) of USA on their Benchmark Responsible for achieving 98% of Retrievals and Customer Satisfaction Audit the daily report sent to NHQ (USA), Process Control of complete Audition. Industrial Training / Seminar… Show more Worked as aSupport Cell Auditor. A Company engaged in Business Process Outsourcing for a US firm, handling their projects on Health Insurance & Claim Processing. Key Responsibilities: Worked With Health Insurance Team (Blue Cross of California) of USA on their Benchmark Responsible for achieving 98% of Retrievals and Customer Satisfaction Audit the daily report sent to NHQ (USA), Process Control of complete Audition. Industrial Training / Seminar attended Seminar on E-commerce Business on new arena for Small Industries. Team Building Programs, organized by Reliance Communication Ltd, Mumbai. Personality Development/Time Management conducted by NIS Sparta Ltd, Mumbai. Show less