Executive Profile

• Leadership and Operational Mastery: My journey as a versatile professional extends to strategic leadership roles. I have adeptly led large teams, fostering a culture of excellence and collaboration. My leadership style emphasizes empowering individuals to realize their potential, resulting in optimized operations and heightened performance. With a keen eye for operational efficiency and meticulous solution delivery, I have orchestrated seamless processes that drive customer-centricity. I've always been at the forefront of enhancing customer experiences, ensuring that every interaction leaves a lasting impression of satisfaction and loyalty. My holistic approach to leadership, encompassing people management, culture, operations, and solution delivery, has been instrumental in achieving organizational goals and fostering enduring customer relationships.

• Strategy Leader: I specialize in constructing a foundation for customer success by helping clients achieve continuous value through the deep adoption of critical business solutions, including cloud-based SaaS applications.

• Proven Excellence: I have a track record of excellence in scaling customer service operations and distribution functions across multiple sectors, including Fintech, Payments Industry, Telecommunications, Network & IT, Customer Experience, Unified Communications, Collaboration, Contact Center, Hospitality and many more.

• Strong Business Acumen: I leverage strong business acumen to enhance clients' competitive positions, drive innovation, conduct sustainable review analysis, and fulfill client requirements through constructive Data Analytics.

• Professional Credibility: I have demonstrated professional credibility working across diverse organizations, including Cisco, Avaya, Nortel, Microsoft, Huawei, Wipro, IBM, NTT, HCL, Infosys, and many others in India, SAARC, EMEA, APAC, US, and other continents.

• GTM Strategy: I am skilled in preparing Go-To-Market (GTM) strategies, collaborating with Product and Sales teams for new and existing products, identifying cross-sell opportunities in existing accounts, and executing merchant ring-fencing strategies through deep integrations, custom integrations, and more.

• Engineering Expertise: In addition to my strategic leadership and business acumen, I bring a wealth of engineering expertise to the table. My background includes hands-on experience in designing and implementing complex engineering solutions. Whether it's architecting robust network infrastructures, optimizing IT systems for efficiency, or harnessing the power of emerging technologies like AI and NLP for business transformation, I have a proven track record in engineering-related work activities.

• Accomplishments: I have received the Top Leader Award for improving customer experience & consumption, planning and overseeing account profiles, monitoring competitor activity, growing market share, and channel activities.

• Recognitions: I am recognized as a Certified PMP, Customer Experience Pioneer, Accredited Customer Experience Specialist, Agile Scrum Leader, Scrum Master, Product Owner, and Enterprise Design Thinking expert, among others.

• Hands-On Experience: I have hands-on experience in AWS/GCP/Azure, API/SDK/MSSQL/CRM/AI/NLP, DevOps tools such as CI/CD, MERN stack and business-critical integrations. Additionally, I am proficient in Wireframes, Figma, Salesforce, Oracle, SAP & other ERP/CRM tools and Process Automation using tools like JIRA, Freshdesk, and Python.

• Professional Associations: I am a recognized member of the Customer Experience Professional Association (CXPA) in the USA.