Feb 2012 - Present
Feb 2010 - Present
StreetSmart Call Centre is a firm that is dedicated to serving the call centre industry by providing breakthrough outcomes for its clients. It provides consultancy and management services to its clients. Its goal is to provide solutions that are “street-smart” for its clients- solutions that have been proven to work by the most successful practitioners in the industry. As a Partner Consultant, I provide highly specialized consultancy and operational management expertise to our call center and BPO clients on a worldwide basis.
Jan 2009 - Present
Connector and Strategy Sessions Member
Boston World Partnerships is a new, non-profit organization, created by Mayor Thomas M. Menino, to raise global awareness of Boston as one of the world's foremost centers of intellectual capital and innovation, offering tremendous competitive advantages to growth-minded businesses. BWP is a public-private partnership, with seed funding from P&G/The Gillette Company and the Boston Redevelopment Authority.
As a Connector, I inform the world about Boston's strengths, and help BWP connect businesses to the resources that Boston's economy offers.As a Strategy Session member, I help Boston thrive by providing a safe constructive interface for Boston's entrepreneurs and business people to get help with their strategy and tap into the power of BWP.
Jun 2010 - Feb 2012
Senior Assistance Vice President- Operations
Headed the relationship engagement with our outsourced partner in India and provided stewardship for our outsourced debt function. Was a member of the India Leadership Team as well as the Wider Leadership Team at the BU level.
Sep 2009 - Jun 2010
Responsibilities included strategic consulting, client engagement and solutions management. Co-prepared 2 case studies along with Stephen Hurley, MD. These were used in the Solutions Marketing class in the MBA program at the Hult Business School. - The 1st case study dealt with the world's leading developer and provider of information infrastructure technologies, services, and solutions to transform one's business and how it changed the game with its innovative solutions strategy- The 2nd case study dealt with a top Fortune 100 multinational retailer of technology and entertainment products and services and how it transformed into a true solutions company by integrating a small computer repair service and building it into a national brand in the US
Jul 2009 - Aug 2009
Consulting engagement with BAE Systems (North America) for providing innovative business concepts for the future in the 'field-of-play' of energy. Worked with the executive management team from Innovation and Growth Initiatives function under the Electronic, Intelligence and Support Business Development vertical.Specific deliverables included:1) Identifying multiple fields-of-play (FOP)2) Future trends mapping3) Business case creation for the FOP's4) Identifying business concepts within the FOP's5) In-depth evaluation and selection of 1 or 2 business concepts based on maximum potential criterion6) Presentation of business case around the selected business concept- translating the innovation idea to an implementable business plan with clear financial benefits outlined
Feb 2007 - Aug 2008
Associate Vice President- Operations
Managed a U.S based accounts receivables management contract- a recovery process with an ageing profile of 24/ 180 months. Handled strategic and tactical delivery against client and internal metrics using strategies involving one-to-one collection efforts (phone contacts), white mail contacts and optimized dialer usage. Managed an average headcount of about 60 functional employees including quality officers, dialer and report analysts, team managers, operations manager and a senior operations manager. Prior to this was managing the inbound customer service delivery operations for Orange Telecom (UK). The client was the biggest for Vertex India both in terms of FTE's & revenues. Managed 270+ employees on the contract.
Jan 2002 - Dec 2007
Daimoku Technology Partners
Provided consultative services internally to help define strategies for optimizing business processes and develop off-shore presence in India for U.S IT companies.
Aug 2003 - Jan 2007
Process Delivery Head
Facilitated the set- up, establishment and development of MphasiS’s first North India delivery centre at Noida (UP) for their first India Business client- Bharti Airtel. Managed 1000+ functional employees with full P&L responsibility and commanded operational delivery for this new and dynamic customer service program overseeing strategic planning, operations planning and resource management. Prior to this, as the Manager- Operations, led operational delivery for the accounts receivables management program for Citibank (USA)- from buckets 0 to 6 including recoveries and skip tracing. This was one of the most complex international process for MphasiS and was also the biggest in terms of FTE’s and revenues. Managed 120+ staff across geographies. Other responsibilities also included participation in RFI's/ RFP's as an operational SME and working on projects to optimize business processes and delivery at the corporate level.
2002 - 2003
Handled multiple roles of increasing responsibility for AT&T (USA), including: Pilot Team Leader- Customer Service and Upselling, Transition Team Leader, Pilot Process Trainer, Pilot Team Leader- Online Billing Customer Support (ECare) and Red Hat Implementation Team Principal Member. Participated in critical implementations and set- ups and ensured Service Level Agreements (SLA) achievement.
2008 - Present
- Elected "Student of the Year" by the school administration
- Placed on "Dean's List"
- Awarded the 'Hult Leadership Scholarship'
- Elected as Partner of the Hult Consulting Club
- Elected as Executive Facilitator of the Hult Entrepreneurship Club