Summary
Overview
Work History
Education
Skills
Accomplishments
Academic Projects
Activities
Other Details
Timeline
Generic
Bobby

Bobby

Bangalore

Summary

  • Over 11 years of professional experience in customer service and leadership roles
  • Proven ability to thrive under pressure and collaborate effectively within teams
  • Excellent communication skills, adept at building and nurturing long-lasting relationships
  • Self-motivated and goal-oriented with a strong work ethic Highly flexible and resourceful, committed to achieving results Demonstrated leadership skills and a track record of success in guiding teams towards common objectives
  • Completed PMP certification training, showcasing dedication to professional growth and project management expertise
  • 6 years of experience supporting as an Implementation Manager, demonstrating proficiency in project management and execution

Overview

13
13
years of professional experience

Work History

Managed Services Implementation Manager- Team Lead

Accenture
Bangalore
06.2020 - Current
  • Leading a team responsible for the implementation and deployment of managed services solutions for clients
  • Coordinating with cross-functional teams to ensure successful project delivery within scope, budget, and timeline constraints
  • Acting as the primary point of contact for clients, addressing inquiries, providing updates, and managing expectations throughout the implementation process
  • Conducting regular meetings with team members to assess progress, identify issues, and implement corrective actions as needed
  • Providing guidance and support to team members, fostering a collaborative and high-performance work environment
  • Ensuring adherence to quality standards and best practices in service delivery
  • Managing escalations and resolved conflicts both internally and with clients to maintain positive relationships
  • Identifying opportunities for process improvements and implemented initiatives to enhance efficiency and effectiveness.

Managed Services Project Manager- SME

Accenture
Bangalore
03.2018 - 05.2020
  • Acted as the subject matter expert (SME) for managed services projects, providing in-depth knowledge and guidance on technical aspects and best practices
  • Collaborated with sales and pre-sales teams to understand client requirements and develop customized solutions
  • Led the planning and execution of managed services projects, ensuring alignment with client objectives and organizational goals
  • Provided technical leadership and direction to project teams, including engineers, analysts, and other stakeholders
  • Conducted thorough assessments of client environments to identify opportunities for optimization and efficiency gains
  • Acted as the primary point of contact for clients, addressing technical inquiries, providing recommendations, and resolving issues
  • Facilitated knowledge transfer sessions and training programs for internal teams and clients to enhance understanding of managed services offerings
  • Contributed to the development of service offerings, methodologies, and tools to support continuous improvement and innovation
  • Prepared and presented reports, project status updates, and performance metrics to stakeholders at regular intervals.

Master CCP in Consumer cards (CPS) -Voice

American Express
Gurgaon
01.2015 - 01.2018
  • Open and maintain customer accounts by recording account information
  • Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
  • Maintain financial accounts by processing customer adjustments
  • Recommend potential products or services and process related improvement to management by collecting customer information and analyzing customer needs
  • Contribute to team effort by accomplishing related results as needed
  • Manage large amounts of incoming calls
  • Identify and assess customers’ needs to achieve satisfaction
  • Build sustainable relationships of trust through open and interactive communication
  • Provide accurate, valid and complete information by using the right methods/tools
  • Meet personal/team sales targets and call handling quotas
  • Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
  • Keep records of customer interactions, process customer accounts and file documents
  • Follow communication procedures, guidelines and policies
  • Go the extra mile to engage customers
  • Use telephones to reach out to customers and verify account information
  • Greet customers warmly and ascertain problem or reason for calling
  • Cancel or upgrade accounts
  • Assist with charge disputes
  • Advise on company information
  • Take payment information and other pertinent information such as addresses and phone numbers
  • Attempt to persuade customer to reconsider cancellation
  • Inform customer of deals and promotions
  • Utilize computer technology to handle high call volumes
  • Work with customer service manager to ensure proper customer service is being delivered
  • Close out or open call records
  • Compile reports on overall customer satisfaction
  • Read disclosures over calls
  • Handle changes in policies or renewals
  • Resolve customer complaints via phone, email or mail.

Process Developer in Collections Process-Voice for British Gas

Genpact
Gurgaon
11.2012 - 03.2014
  • Monitoring accounts to identify overdue payments
  • Finding and contacting debtors to arrange debt payoffs
  • Keeping accurate records and reporting on collection activity
  • Investigate historical data for each debt or bill
  • Trace and contact clients to ask about their overdue payments
  • Take actions to encourage timely debt payments
  • Process payments and refunds
  • Resolve billing and customer credit issues
  • Update account status records and collection efforts
  • Real-time support and assistance for questions related to policies and procedures of the process
  • Handling supervisor calls.

Associate in Semi-Tech Process-Voice for Verizon

Wipro Bpo Ltd
Jasola, Delhi
11.2011 - 10.2012
  • Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet
  • Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
  • Gather customer’s information and determine the issue by evaluating and analyzing the symptoms
  • Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP, and more
  • Research required information using available resources
  • Follow standard processes and procedures
  • Identify and escalate priority issues per Client specifications
  • Redirect problems to the appropriate resource
  • Accurately process and record call transactions using a computer and designated tracking software
  • Offer alternative solutions where appropriate with the objective of retaining customers’ and clients’ business
  • Follow up and make scheduled call backs to customers where necessary
  • Stay current with system information, changes.

Education

MBA -

Guru Gobind Singh Indraprastha University
01.2009

BBA -

Guru Gobind Singh Indraprastha University
01.2006

Skills

  • Customer Service
  • Leadership
  • Communication Skills
  • Building and Nurturing Relationships
  • Self-Motivation
  • Goal-Oriented
  • Team Collaboration
  • Implementation Management
  • Cross-Functional Coordination
  • Client Relationship Management
  • Quality Standards
  • Conflict Resolution
  • Data Analysis using MS Excel

Accomplishments

  • Recipient of the prestigious Encore Star of Business Award on multiple occasions, acknowledging outstanding contributions to the organization's success.
  • Recognized as a 'Retention Rockstar' with two consecutive awards during leadership tenure, demonstrating exceptional skills in talent management and team engagement.
  • Instrumental in implementing numerous innovative ideas on we@accenture platform, enhancing operational efficiency and fostering a culture of continuous improvement.
  • Conducted comprehensive training sessions for newly onboarded employees, ensuring swift integration and proficiency in job roles.
  • Successfully spearheaded a client-focused project targeting aging orders from 2023-24, driving significant improvements in process efficiency and customer satisfaction.
  • Initiated and led several strategic initiatives aimed at enhancing Process SLAs, resulting in notable improvements in service delivery metrics.
  • Acquired specialized expertise in Managed Services Tool- ESP, enhancing efficiency and effectiveness in project management and service delivery.
  • Consistently achieved an outstanding score above 4.5 on the Gallup Team Lead Survey every quarter, reflecting high levels of employee engagement and satisfaction.

Academic Projects

  • MBA- Recruitment Process in NTPC, 2 months, NTPC Ltd., Project Report on 'Recruitment Process in NTPC' during MBA-4th sem.
  • MBA- Industrial Relations And Welfare Schemes, 2 months, NTPC Ltd., The project was developed as a study about Industrial Relations and Welfare Schemes in NTPC Ltd.
  • BBA-Economic Budget 2004-05, Marketing of Himalaya Herbal Products, NTPC- Competencies required in new Economic milieu

Activities

  • Adventure course of 25 days in mountaineering from NIM, Uttarkashi.
  • Participated in various painting and drawing competitions in school and college.

Other Details

DOB: 09/16/1986

Languages known: Hindi, English

Timeline

Managed Services Implementation Manager- Team Lead

Accenture
06.2020 - Current

Managed Services Project Manager- SME

Accenture
03.2018 - 05.2020

Master CCP in Consumer cards (CPS) -Voice

American Express
01.2015 - 01.2018

Process Developer in Collections Process-Voice for British Gas

Genpact
11.2012 - 03.2014

Associate in Semi-Tech Process-Voice for Verizon

Wipro Bpo Ltd
11.2011 - 10.2012

MBA -

Guru Gobind Singh Indraprastha University

BBA -

Guru Gobind Singh Indraprastha University

Similar Profiles

  • Miguel Carlo ValerioMiguel Carlo Valerio

    Managed Services Implementation Manager at HCL TechnologiesManaged Services Implementation Manager at HCL Technologies

  • Prashant KumarPrashant Kumar

    <ul><li>Roles and Responsibilities</li><li>Hiring and team building</li><li>Managing team’s career progression and performance reviews</li><li>Managing Performance improvement plan and firing</li><li>Mentoring</li><li>Product roadmap planning and execution</li><li>Accountability of the entire delivery execution including the risk mitigation planning.</li><li>Stakeholder management</li><li>Adhering to Apple Privacy and Security Guidelines for platform</li><li>Design and implementation of new architectures and solutions to manage all online services for AdXchange in Apple Ads.</li><li>Design and implementation of new architectures and solutions deliver Budget experimentation in Apple Ads</li><li>Design and implementation of new architectures and solutions to manage data for Ad Platform.</li><li>Creating and maintaining all the data and analytics and revenue pipelines for Ad Platforms</li><li>Driving the solution for data ingestions and data processing across Ad platform</li><li>Defining the Strategy for data governance and data access</li><li>Collaboration with business to deliver relevant data and insight for our strategy and decisions.</li><li>Managing storage, processing, copy/synchronization etc. appropriate to scale</li><li>Enabling machine learning and algorithm groups by proving them right frameworks and data</li><li>Advancing team’s design methodology and quality programming practices and evangelize those techniques across Ad platform.</li><li>Deliveries</li><li>Setup 8+ member team to design and deliver Budget Allocation and Budget experimentation.</li><li>Leading Ad Delivery services team, responsible for delivering various capabilities like query understanding, targeting, fraud etc.</li><li>Delivered and Lead Design for observability for budget, and data platform in Ad platform.</li><li>Setup 11+ members high performing team to handle various business needs such as analytics and micro services for Display Advertising as well as Data Platform</li><li>Instrumental in driving Data Platform throughout the SDLC from inception, design, development, testing and deployment.</li><li>Instilled a strong team culture of high-quality delivery by constructive feedback, cross collaboration, focus and motivation.</li><li>Delivered Realtime and Batch Platform with various integrations</li><li>Delivered new DIP design for Data Platform</li><li>Delivered design of all the components of Data processing platform</li><li>Transitioned Display data work to India seamlessly and delivered many critical business impacting features and organizational security initiatives.</li><li>Closely worked with various stakeholders to understand the requirements which resulted into efficient remote work culture.</li><li>Seamless Display execution and set up best practices for 24X7 production on-call.</li><li>Tools and Technologies</li><li>AWS, S3, Kafka, Spark, Hadoop, EMR, Hive, Scoop, Flume, Cassandra, Airflow, Oozie, Gobblin, Schema Store, Icloud, Grafana, Kubernetes, Vertica, Alation, snowflake, druid, Iceberg, Java, Scala, IntelliJ, Oracle, MySql, Git, RIO, Spinnaker, Elastic cache, Grpc, Agile.</li></ul> at Apple - Adplatform<ul><li>Roles and Responsibilities</li><li>Hiring and team building</li><li>Managing team’s career progression and performance reviews</li><li>Managing Performance improvement plan and firing</li><li>Mentoring</li><li>Product roadmap planning and execution</li><li>Accountability of the entire delivery execution including the risk mitigation planning.</li><li>Stakeholder management</li><li>Adhering to Apple Privacy and Security Guidelines for platform</li><li>Design and implementation of new architectures and solutions to manage all online services for AdXchange in Apple Ads.</li><li>Design and implementation of new architectures and solutions deliver Budget experimentation in Apple Ads</li><li>Design and implementation of new architectures and solutions to manage data for Ad Platform.</li><li>Creating and maintaining all the data and analytics and revenue pipelines for Ad Platforms</li><li>Driving the solution for data ingestions and data processing across Ad platform</li><li>Defining the Strategy for data governance and data access</li><li>Collaboration with business to deliver relevant data and insight for our strategy and decisions.</li><li>Managing storage, processing, copy/synchronization etc. appropriate to scale</li><li>Enabling machine learning and algorithm groups by proving them right frameworks and data</li><li>Advancing team’s design methodology and quality programming practices and evangelize those techniques across Ad platform.</li><li>Deliveries</li><li>Setup 8+ member team to design and deliver Budget Allocation and Budget experimentation.</li><li>Leading Ad Delivery services team, responsible for delivering various capabilities like query understanding, targeting, fraud etc.</li><li>Delivered and Lead Design for observability for budget, and data platform in Ad platform.</li><li>Setup 11+ members high performing team to handle various business needs such as analytics and micro services for Display Advertising as well as Data Platform</li><li>Instrumental in driving Data Platform throughout the SDLC from inception, design, development, testing and deployment.</li><li>Instilled a strong team culture of high-quality delivery by constructive feedback, cross collaboration, focus and motivation.</li><li>Delivered Realtime and Batch Platform with various integrations</li><li>Delivered new DIP design for Data Platform</li><li>Delivered design of all the components of Data processing platform</li><li>Transitioned Display data work to India seamlessly and delivered many critical business impacting features and organizational security initiatives.</li><li>Closely worked with various stakeholders to understand the requirements which resulted into efficient remote work culture.</li><li>Seamless Display execution and set up best practices for 24X7 production on-call.</li><li>Tools and Technologies</li><li>AWS, S3, Kafka, Spark, Hadoop, EMR, Hive, Scoop, Flume, Cassandra, Airflow, Oozie, Gobblin, Schema Store, Icloud, Grafana, Kubernetes, Vertica, Alation, snowflake, druid, Iceberg, Java, Scala, IntelliJ, Oracle, MySql, Git, RIO, Spinnaker, Elastic cache, Grpc, Agile.</li></ul> at Apple - Adplatform

  • Peter NghePeter Nghe

    <ul><li>Lead a high performing team of Case Managers, Injury Management Advisor and Technical Specialist. Acting as a Third Party Administrator and responsible for the management of the portfolio of Youi CTP Claims.</li><li>My role was to oversee and supervise the day to day operation of the claims team and to ensure that both our Statutory Benefits and Common Law claims portfolio are being managed at a high level and in line with the legislation.</li><li>I am responsible for design and implementation of framework for effective claims strategies to uplift Customer Experience including Business and Regulator deliverables.</li><li>Established and developed strong working relationships with our client Youi to ensure that regular business performance updates are provided, improve reporting and claims governance including risk oversight are being identified.</li><li>Develop new initiatives and ideas to assist with the continuous improvement of claims processes and procedure including the rolling out of such plan to the business.</li></ul> at Employers Mutual Limited<ul><li>Lead a high performing team of Case Managers, Injury Management Advisor and Technical Specialist. Acting as a Third Party Administrator and responsible for the management of the portfolio of Youi CTP Claims.</li><li>My role was to oversee and supervise the day to day operation of the claims team and to ensure that both our Statutory Benefits and Common Law claims portfolio are being managed at a high level and in line with the legislation.</li><li>I am responsible for design and implementation of framework for effective claims strategies to uplift Customer Experience including Business and Regulator deliverables.</li><li>Established and developed strong working relationships with our client Youi to ensure that regular business performance updates are provided, improve reporting and claims governance including risk oversight are being identified.</li><li>Develop new initiatives and ideas to assist with the continuous improvement of claims processes and procedure including the rolling out of such plan to the business.</li></ul> at Employers Mutual Limited

  • Mohit GuptaMohit Gupta

    Manager – Managed Services Team – Pune Operations at ID MedicalManager – Managed Services Team – Pune Operations at ID Medical

CREATE PROFILE
Bobby