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Work experience

Dec 2012Present

Owner/Managing Director

Rohit Krafts, Una & Mumbai

Client Management Activities

  • Maintaining a positive relationship with all the clients
  • Managing and delivering all the required SLAs
  • Single Point of Contact for all issues related to Quality, Delivery & Production
  • Improved sales by adding new clients and getting more business from the existing clients

Quality Management Activities

  • Successfully implemented Quality procedures in the company
  • Qualified for ISO9000 Certifications
  • Imparted training to people in various departments

Production Management Activities

  • Implemented ERP and trained employees on its usage
  • Implemented various procedures which resulted in better productivity
  • Successfully implemented various reports to manage and monitor the production
Jan 2011Nov 2012

Assistant General Manager-Delivery

Tata Interactive Systems

Client Management Activities

  • Acting as a Key Account Manager for many Key Accounts in TIS.
  • Establishing a relationship with all the key clients
  • Delivering on service commitments. Driving/managing service quality and identifying/participating in improvement of Project Delivery processes, continually searching for methods to improve reliability and commitment towards delivery and client engagement.
  • Acting as a Single Point of Contact for all key clients communication & escalation.
  • Acting as the focal point for coordination, communication, and approval of changes between the Client and Delivery.
  • Analyzing the various business opportunities and played a key role in generating future business pipeline.

Problem Management Activities

  • Awareness of changes to the project scope and mitigation of change risks and conflicts.
  • Working with Project Managers in case of issues in projects. Attending Production Readiness Reviews for all projects and verifying all documentation and support processes are in place for the purpose of QA. Ensuring Project Managers have no open issues that need resolution.
  • Managed program level plan to implement the business roadmap. Handled the program level issues and risks.

Project Management Activities

  • Validation and prioritization of demands, planning and ensuring the resources are available on time.
  • Planning for resource recruitment, internal trainings, rookie in-take and induction based on the demand.
  • Forecasting and planning the Qtr net growth in terms of resources and revenue
  • Validation of the new engagement pipelines and ensuring plan for execution
  • Responsible for overall delivery in Integration of key accounts
  • Ensuring delivery excellence and meeting or exceeding Customer Satisfaction ratings
  • Planning and implementing new Delivery innovations and accelerators to maximize productivity and customer satisfaction
  • Responsible for Profit/ loss/ Operating Margins and ensuring all the revenue norms are met
  • Responsible for program level planning, end to end execution and implementation of all projects, customer relationship management.
  • Managed customer relationship through collaboration with senior executives and also managed the team of external co-vendors on the program.
  • Responsibilities include Customer coordination, Requirement Management, Estimations, Project Planning, Monitoring and Control, Project issue resolution, Risk Management and other Project Management aspects.
Sep 2008Dec 2010

Manager - BFSI

Intelenet Global Services Ltd
  • Posted in Melbourne, Australia for 9 months for a major banking transformation assignment.
  • Play a key role in working with new and existing Clients to identify transformation opportunities to enhance their service delivery.
  • Manage the technology requirements for transformation of business processes and roles.
  • Develop various applications by understanding the business requirements of the client.
  • Liaise with Clients and various vendors to understand the Client’s technology requirements & conceptualize solutions to meet them effectively.
  • Managing clients and handling vendors and hence acted as a bridge between both the parties
  • Function as a single contact point of contact for the Client’s technology requirements.
  • Work with clients for Scoping and Opportunity Identification exercises to identify areas of transformation, enhance service delivery and outline areas of potential savings.
  • Conduct scoping, due diligence & studies for clients
  • Key account management and support for existing clients
  • Undertake all onsite groundwork in respect of consulting assignments, including process mapping, documentation, detailed design, relocation planning and implementation, process improvement and reengineering.
  • Manage and ensure successful implementation of project plans within the specified timescales
  • Provide technology expertise
  • Understand client’s technology requirements and conceptualize solutions to meet them effectively
  • Identify client business needs and business challenges, forecast requirements, and work on proposals for customized business solutions
Nov 2007Jul 2008

Project Manager

3i Infotech Ltd
  • Gathering and understanding functional and business details on more than 200 applications for ICICI bank including loans, credit cards, accounts, etc.
  • Analysis of data for the purpose of application consolidation.
  • Presenting the findings of the analysis to the client.
  • Interacting with various teams, both internal and external, to gather the information.
  • Managing IT projects
May 2006Nov 2007

Project/Business Manager

Tata Interactive Systems
  • Heading & handling team’s ranging from 12 to 55 people for development and implementation of systems for various clients based in US in the field of e-Learning having clients like EDMC, Great River Technologies, McDougal.
  • Understanding the client requirements and explaining the expectations to the team.
  • Handling proposal making, project planning, project scheduling & tracking, risk management, testing, interaction with clients, delivery and quality commitments.
  • Estimate/Monitor costs, timescales and resource utilization for the successful completion of each project and take action where these deviate from agreed tolerances.
  • Prepare and maintain project and quality plans and tracks activities against the plan, providing regular and accurate reports as appropriate.
  • Provide effective leadership to the project team ensuring that team members are motivated and developing their skills and experience.
  • Challenge of leading and motivating a multifunctional team consisting of Software Engineers, Graphic Designers, Content writers/ Instructional Designers.
  • Interacting with external vendors for outsourcing work.
  • Communicate customer issues and questions, project updates, complex business problems, etc., to technical and non-technical individuals.
  • Escalate to management accordingly
  • Research, review, and analyze system or data changes, based on client requests
Jan 2003Apr 2006

Team Lead

Wipro BPO Solutions Ltd
  • Managing a team of support professionals, for Microsoft technical support
  • Responsible for training and coaching the team
  • Setting of targets/goals of Calls, Service level and Quality for the team
  • Conducting weekly/monthly team reviews with the operations
  • To provide solution for smooth operation
  • Maintaining Service Levels
  • Interacting with clients to understand the expectations on Conference Calls
  • Recruiting, Training of new team members
Jan 2000Nov 2002

Project Leader

Data Infosys Ltd
  • Business development
  • Managing a team of 5
  • Interacting with clients: understanding their needs and requirements.
  • Designing the project
  • Setting of targets and deadlines for the project
  • Periodic performance review of the team.
  • Recruiting and training people for projects.
Dec 1998Dec 1999

Software Developer

Soft Silicon Pvt
  • Interacting with the client
  • Understanding the client requirement
  • Designing the project
  • Taking care of the network


Jul 2004Apr 2006


SIES College of Management
Jul 1985May 1998


Kolkata University
Jul 1993Apr 1995


Tagore Public School


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