Senior global operations leader with an experience of 22+ years (including 14+ years in the senior leadership role) in the IT services/BPO /KPO industry having expertise of end to end service delivery (operations management), training, and recruitment. SAAS-based Customer experience analytics, Six Sigma black belt, and business analytics. Working on Acquisition projects past 2 years. Setting up Global GDCs is my forte, and can successfully manage the end-to-end setup, growth, and success of offshore and nearshore centers.

An accomplished people-focused professional with consistent success of over 20 years in achieving sustained revenue and profitability growth in dynamic and changing markets. Currently working as Assistant Vice president with Etech Global Services, leading team members from multi-functional teams.

Experience in managing and improving business processes for Travel, Telecom, Retail, Healthcare, Education, Risk Management, and BFSI firms across various geographies. Deploying cutting-edge customer experience and performance management solutions helping clients improve customer experience and bottom-line revenue by driving transformation through technology, automation, and process improvements using Six Sigma methodologies.

Significant exposure in handling clients from multiple geographies – US, UK, Australia, India, and APAC. Expertise in launching and ramping up the center of excellence in India, Sri Lanka, and Jamaica to provide various services to clients using chat, voice, email, back-end transactions, and various social media platforms to enhance the digital experience of clients and end consumers.

Extensive experience in managing large cross-functional teams across more than one location; operating in dynamic scenarios of constantly evolving business metrics and everchanging KPIs (SMART goals), while continuing to create delivery-focused operating models, to increase revenue and provide remarkable customer experience.

Have been associated with GESIA, NASSCOM, MSU at Vadodara, SFU US & Marwadi University at Rajkot to transform freshers into IT services/BPO, and KPO industries to become employable and also help them improve their courses in business analytics, management, and various technological programs to drive industry-relevant skills within the current students. Have featured in Time of India, Ascent, and appreciated by Government and non-governmental organizations for supporting various community activities.