Headline

Customer Experience & Service Delivery Leader | 22+ Years Scaling CX, Service Recovery & Operations for Global Teams | Remote Consultant — Bengaluru-based, APAC/MENA/Global

About

Customer Operations and Service Delivery leader with 22+ years across BPS, telecom and IT services, with international experience in Australia and the UAE. Brings a customer-centric operating lens to service performance, escalations, process improvement, stakeholder management, vendor governance, service transition and team leadership. Experienced in distributed environments across APAC, MENA, US and Europe.

Location

Bengaluru

AI stack

claude code

meta

openai

perplexity

ChatGPT

Microsoft Copilot

Work experience

Associate Principal - ServiceNow Consulting at LTM, Jul 2024 - Present · 2 yrs 4 mos, Bengaluru, Karnataka, India, I leverage my expertise to drive innovative cloud solutions and strategies that empower businesses to transform and thrive in the digital age. my role involves several key responsibilities and tasks such as overseeing the ServiceNow practice unit, which includes both MSP and non-MSP categories. This involves managing portfolio mapping, portfolio heads, delivery managers, account names, project types, project IDs, project descriptions, and revenue details. With a strong background in Service Delivery and Stake holder management along with utilising cloud technologies and a passion for continuous learning, I am committed to staying at the forefront of industry trends and best practices. My goal is to contribute to LTIMindtree's success by guiding our clients through their digital transformation journeys and helping them achieve their strategic objectives.

Service Delivery Manager at Wipro, Apr 2022 - Jun 2024 · 2 yrs 3 mos, Melbourne, Victoria, Australia, Results-driven professional with over 19+ years of proven success in managing service delivery operations within IT and technology-driven environments. Adept at optimizing processes, improving efficiency, and ensuring seamless service delivery to meet and exceed client expectations. Skilled in leading cross-functional teams, fostering collaboration, and driving continuous improvement initiatives. Demonstrated ability to build strong client relationships, resolve complex issues, and deliver projects on time and within budget. Seeking to leverage extensive experience in a challenging Service Delivery Manager role to drive operational excellence and enhance customer satisfaction.

Senior Operations Manager at Wipro, Nov 2015 - Mar 2022 · 6 yrs 5 mos, Dubai, United Arab Emirates, Privileged to handle one of the Major Bank merger of MENA region. • Taking accountability for service delivery performance, meeting customer expectations, and driving future demand. • Analyzing third-party as well as internal processes, and creating strategies for service. • Coordinated with vendors for desktop /field support activities and 3rd party application; tracked vendor performance; maintained track record of escalations & appreciations • Developed a detailed project plan, project scope and objectives; liaised with stakeholders for technical feasibility of the project; ensured on-time delivery for project, within scope and budget agreed with the client.

Quality Manager at Wipro, Jun 2014 - Oct 2015 · 1 yr 5 mos, India, • Roll out of best practices like VIP support kit, Service Assurance program, and Delivery Assurance program in end user operations aimed at enabling delivery teams to constantly exceed business expectations of customers and achieve customer delight for signature accounts across regions. • Quality Audits for Incident Management on a monthly basis to bring in visibility on process compliance to senior management. • Consolidation & reporting of defects, non-compliance & issues to the vertical quality SPOCs’. • Driving team for 100 % audit finding closure within 30days from the date of findings flashed with proper corrective and preventive action. • Trigger Service Improvement initiatives along with vertical quality SPOCs' based on findings from the audits enabling teams to meet the targets consistently. • Tracking and analyzing triggers for customer complaints & devising action plan to avoid reoccurrence of complaints in future. • To Manage a Team of 4, to drive Voice quality and Delivery assurance of 16 SD Team across 4 verticals. • Ensure required quality assurance documents are available as per requirements of standards. • CSAT Management –Rolling out C-Sat program in new accounts. • Regular mentoring/ guidance to resources on compliance to various business parameters-Training Need Identification. • Participate in client reviews and present the performance of end user segment on Delivery Assurance to senior management on a monthly basis.

Senior Executive at Vodafone India, Apr 2010 - Oct 2010 · 7 mos, Mumbai Metropolitan Region, Was a part of Retention & Churn team, responsible for retaining prepaid churn of customers by providing them exclusive offers. Also responsible for Vodafone Zone 4 stores of retention & churn team to retain postpaid churn customers. Extremely challenging and loads of learning experience with this team.

Executive at Vodafone India, Nov 2006 - Apr 2010 · 3 yrs 6 mos, Mumbai Metropolitan Region, - Responsible for CRM End User issues - Co-ordinating with CRM technical team to resolve end user issue... - Handling Support Operations, - Relations Executive, responsible in handling Platinum & Gold customers of Mumbai postpaid customers issues including billing and network and plans and benefits.

Customer Service Associate at Wipro BPO, Jun 2004 - Nov 2006 · 2 yrs 6 mos, Mumbai Metropolitan Region, - Part of AMEX, Canada process handling Canadian customers on American Express credit cards. - Back office role - 15-feb-2006 to 10-Nov-2006, opportunity to deal with clients directly, sending daily & weekly reports of their products.

Education

Bachelor of Science (BSc), Mass Communication/Media Studies, Shreemati Nathibai Damodar Thackersey Women's University

Secondary High School, Home science with Still Photography & Audio production, St. Lawrence High school