Dynamic, results-driven professional with over 26 years of comprehensive experience in IT, consulting, CRM, customer service, and the contact center industry, complemented by expertise in banking, finance, telecommunications, healthcare, and government sectors. Proven leader adept at motivating teams to achieve high productivity while maintaining exceptional service delivery standards. Strong managerial, communication, and analytical skills enhance client interactions and foster collaborative environments. Recognized as a strategic thinker and dedicated leader with a relentless drive for excellence, consistently optimizing processes to deliver impactful results in service delivery.
IT Service Consulting & Management Expertise
Project / Delivery / Program Management
Service Delivery & Service Availability Manager
Service Desk Management & Operations
Customer Facing Technologies like IVR and CRM
Service Management, Change Management and Incident Management
CRM, Customer Service & Contact Center Strategy
CRM / Contact Center / IVR / CTI Integrations & Technologies
Siebel CRM Implementation / Integrations
Call / Contact Center Technologies / Implementations
Knowlege of Contact Center as a Service (CCaaS)
Customer Support Management / Service Desk Management
Requirements Gathering & Analysis
Business Analysis and System Analysis
Solution Consulting and Solution Design
Presentations / Documentation Expertise
Application Maintenance & Support
Application & Server Health checks
ITIL / ITSM Skills & Knowledge
Cisco and Genesys Contact Center Framework
Siebel / Software Full Life Cycle Dev
ACD / PBX / Switches / Infrastructure
QA / Testing in CRM / CTI / IVR
Proposals / RFP Analysis / Pre-Sales
Functional and Technical Design
Pre-Sales Consulting support
Test Management and Quality Assurance experience
Worked in Data Centers for some period
Change Control Board and Change Management experience
Incident Management Leadership and Control on a Major Incident
Technical Health Check and Assessment / Technical Audit
IBM Tools
CRM Software
Microsoft Office Tools
Leadership and Management