Profile
Astute professional with over 17+ years of rich experience in contributing to top line & bottom line growth of business ,service delivery and strategic planning with profit accountability
Adept in formulating strategic plans, managing business operations, driving large scale revenue and profit gains.
Deft in developing alliances & relationships with Business Partners by identifying the strength of each partner, coordinating with them for effective business development.
Skilled in handling and implementing marketing strategies, sustaining efforts for sales or lead generation, as well as for resolving operational issues and clients’ concerns.
Proficient in developing and streamlining systems with proven ability to enhance operational effectiveness and meet operational goals while being cognizant of cost, time and quality parameters.
Core Competencies
Leadership
Advises the management on business strategies, promotes organization among customers & vendors and drives organization mission through employees & supports motivation of employees in organization
Visionary
Ensures staff has sufficient & up-to-date information, looks to the future for change opportunities, interfaces between Management, Employees and Customer.
Management
Oversees operations of the organization, implements plans, manages human / financial & physical resources.
Strategic Contributor
Can direct business in new and growth areas and motivate people to perform beyond their normal past demonstrated skills / levels.
Achievements & Accolades
Awarded “Leader of The Year “for overall contribution and performance for the year 2013.
Received “CEO Award of Excellence” by Kevin Rollins, erstwhile CEO, Dell Inc. for excelling in business metrics and exemplary leadership.
“Manager of year” for the year 2003, 2004 & 2005;
People Keeper of the year 2003-2004.
Adjudged as Best Executive of the Year 2002-2003.
Bagged First Prize for Best Exhibition Display for printing plates at Maharashtra State Level.
Received Best Sales Achiever of the Quarter.
Functional Skills
Managerial
Strategic & Tactical Planning ROI Accountability
Profit Centre Management Finance &Budgeting
Functional
CRM Key Account Management
Market Intelligence Operation Management
Commercial
Service Delivery Administration
Compliance / Documentation Estimation & Costing
Experience Summary
Cognizant Global Services Private Limited
Deputy General Manager, Mangalore
(July’12 – Dec’15)
Notable Attainments:
Augmented incremental business and amplified net profit from 18% to 25% on a year basis (business at 47% margin).
Enhanced business Quality and improved deliverables on a measurable scale from 96.25% to 99.90%
Explored new business opportunities and cross selling of products with the clients to boost sales and increased revenue generation.
Key Assignments Handled:
Heading Mangalore & Hyderabad operations(7 Service Delivery Managers, 12 Team Managers, 40 Team Leads & 650 Associates)
Direct handling of key Client Relations and ensuring customer satisfaction with higher service deliverables.
Managing operations for multiple Mortgage Banking client processes in Mangalore and Hyderabad.
Ascertaining client satisfaction with regular feedback from clients to maintain quality assurance, client retention and expansion of the existing accounts.
Accomplishment of Organization’s P & L goals towards Billing, Revenue/FTE, Seat Utilization (SU), Manpower/hiring projections etc.
Transitioned processes from various US client locations and facilitated creation of Standard Operating Procedures (SOPs), Process Maps and Client Reporting mechanism.
Drive consensus with internal & external stakeholders leveraging insights from periodic dashboard.
To facilitate and thrust profits for multiple client accounts.
Consistently attained team goals through enhanced performance management
Motivating and managing team expectations, conduct skip level and 1-2-1 meetings with the teams
Recruitment and resource facilitation for service management and to ensure enhanced quality performance and improved productivity standards (both internal and Client SLA).
PAST ASSIGNMENTS
McAfee Inc.
Director-Sales, Bangalore
(May’08 – Jan’12)
Notable Attainments:
Successfully met and exceeded the annual quota with a business growth of 20% year on year.
Holds a distinction for reduction in attrition throughout (within 8%).
Achieved quality goal of 90% on an average in all operational aspects.
Consistently moved the needle in Employee survey from 45% to 86% in 3 consecutive cycles over a period of 3.6years.
Successfully transitioned new business of NA, APAC & EMEA and initiated the service delivery on 100% accuracy.
Achieved highest level of Client satisfaction.
Key Assignments Handled:
Heading Bangalore Operations which is responsible for generating high end revenue to the business and also in providing an eminent Analysis & Reporting at a global level.(18Team Leads, 4 Operation Managers & 200 representatives)
Initiated &developed new Business operations from Transition to Implementation for Sales, Lead generation, Customer care, Channel, SPR, and MIM & Analytical Reporting/MIS.
Driving & maintaining a sales team which deals with complete virus protection and internet security (SAAS, network security, mobile security, Cloud security & appliances).
Instrumental in budgeting, planning & recruitment model of the entire business unit to make it profitable and achieving the desired revenue in accordance with the high performance standards.
Ensured all Service Level Agreements (SLAs) are adhered to for all the processes as agreed with the client and meticulously followed and complied business rules and regulatory directives in adherence to all operational processes and procedures.
Instrumental in setting up an effective Governance structure.
Ensured a high level of interaction and integration with the clients to drive business and to resolve conflicts if any, arising out of discontentment from client. Impromptu Customer Support (includes Post Sales) to ensure quick and pertinent response to customer query and attain pre-eminent customer satisfaction.
Constant monitoring and up- gradation of SLA’s based on client pre-requisite by developing action plans and implementing the changes.
Created a highly motivating environment for the team to promote employee retention by driving employee satisfaction through team engagement, team bonding, rewards & recognition programs and coaching and mentoring in accordance with individual development plans to fill in the gaps in performance and conduct succession plan exercise for all levels.
Managed internal stakeholders (helpdesk, training, HR etc.) and client resources to drive SLAs.
Recommended and implemented high end technological solutions to track and measure the day to day activity reporting. Reviewed performance reports against targets on a weekly/monthly basis with the SVP’s, Operation Manager’s and client feedback to study the causes for performance deviations if any.
Dell International Services
Area Sales Manager, Bangalore
(Apr’03-Apr’08)
Growth Path:
Area Sales Manager (International Ink and Toner Business): Dec’05-Apr’08
Senior Sales Manager: Mar’04-Dec’05
Customer Care Team Manager: Apr’03-Mar’04
Key Assignments Handled:
Led a team of 25 Sales Managers with an overall responsibility of over 350 Sales Representatives.
Undertook several strategic business decisions to attain / overachieve business metrics on a quarterly basis.
Implemented multiple initiatives to turnaround ANZ CE scores from 13% to 92% within a quarter’s time.
Leveraged Audit Team to reduce customer call backs and ensured first time resolutions.
Mentored direct reportees and scaled them to join other businesses at Dell. Also engaged in regular performance assessment and reporting mechanisms to leverage Coaches & Resolution Experts.
Credited for the successful revival of the bottom quartile performers through unique initiatives. Designed “Individual Development Plans” for each team member and prepared them for their next career move.
Led and conceptualized reporting mechanisms, handled periodic alterations capturing and publishing pertinent business metrics.
Adjudged as #1 Sales Manager for 7 consecutive Quarters while leading a team of 12 Representatives. This ranking was based on performance on business metrics.
Effectively blended with other LOBs resolving systemic issues like reducing call transfers, streamlining product delivery and seamlessly facilitating financial products etc.
Applied statistical devises to identify and resolve customer pain points, resulting from systemic gap analysis. Devised and implemented call back queue which yielded immediate and exponential increment in “Customer Experience” scores.
ICICI One Source Pvt. Ltd.
Customer Service Associate, Bangalore
(Jun’01-Feb’03)
Notable Attainments:
Served as Customer Service Associate for a LOB catering to collections for ProvidianFinancial Servicesand Reality Home Shopping Catalog.
Mentored / guided Customer Service Representatives to effectively resolve customer issues as per preset guidelines, procedures and policies and Ensured timely resolution of customer escalations
Provided operational inputs and assisted Manager in projects pertaining to improvement of operational efficiencies.
KopywiseCommunication Ltd.,
Account Manager,Mumbai– Operations
(May’00-May’01)
Notable Attainments:
Held ownership of overall project deliverables. Gathering / collated project priorities and implemented appropriate process improvements.
Key project worked on: Asian Paints, Nitco, Chemtech, Eximkey and outsource work of O&M.
Malnad Suspension Product Ltd.
Sales & Marketing In-charge, Mangalore
(May’97-Apr’00)
Notable Attainments:
Regular interaction with the sub branches across Karnataka to ensure smooth operation.
Drove / maximized sales and set targets for team members as well achieved the target on a monthly basis.
Academia
MBA in Marketing from National Institute of Business Management, Chennai in 2010.
BBM in Marketing from St. Alyosius College, Mangalore University in 2001.
Certifications & Training
Green belt Certification
360 Degree Feedback on Operational Excellence.
Myers Briggs Type Indicator.
Leading for Performance.
Know the Business-Assessing Financial Performance
