Summary

•15 + years of experience in SaaS, Social Media Listening, Content Management & Marketing, Managed Services, Recruitment & Hiring, Operations management for Customer Service/ Acquisition for contact centres both in Voice and Social Media led environment Strong exposure in managing teams, mentoring and coaching team members to deliver consistent performance and leverage, implement best practices across segments, New hire onboarding & training, refresher training, process mapping , documentation of process manuals. Driven various Employee Engagement programs •Expertise in "Process Transitions", have managed multiple transitions of process within DFS teams (Austin to India) successfully. •Developed brand existence across varied social media platforms •Proactively identified process gaps & implementing change, have contributed innovative ideas on tool & process enhancements. •Leading Operations for Fortune 500 brands by using tools like Social-CRM (Salesforce) to engage with their customers and executing service delivery with Social Media Metrics and by leading a team to deliver Social Effectiveness Index ranking for Fortune 500 brands •Liaise with Teams to execute projects, basis client needs and delivery feedback and build best in class engagement model for the clients •Projects: Microsoft, Tata Docomo (Customer Acquisition) and many other Industry based POCs,Social Intelligence report for Pernod Ricard •Experienced in training in Leadership offerings, Soft skills training, Communication training etc and in financial processes, Order processing, technical support domain •Sustaining frame work (BQ management, Vitality Training, XYCN, Driving contests for achieving business goals, Process Improvements, Analysis of Trends of key metrics etc.)