Rohan D'Cunha

• Played an instrumental role in winning new business through targeted prospecting and relationship building activities.
• Implemented process improvements within the key accounts division, enhancing efficiency levels across the team.
• Collaborated with internal teams to ensure timely and accurate delivery of products and services to clients.
• Identified opportunities for upselling within existing accounts, resulting in increased revenue generation.
• Facilitated successful contract renewals by proactively addressing client concerns before they became obstacles, ensuring continued business partnerships.
• Conducted regular account reviews to identify areas for improvement or potential risks, taking corrective action as needed.
• Monitored industry trends to stay ahead of competitors, offering relevant solutions to customers'' needs.
• Increased client retention by developing and implementing customized account management strategies.

• Rich experience in heading large-scale teams. Excellent people manager with strong skills in leading a team of 400+ members, including operations managers, assistant managers, team leaders, business analysts, Training leads and Associates
• Contributed to product and process design, identified cost reduction avenues through robotics and automation
• Specialization in managing workflows within the Generative AI-driven exception handling domain.
• Hands-on experience in setting up successful quality management in a service environment, achieving expectations, and exceeding goals.
• Contribution to various process transitions, setting up operations from scratch, and mentoring and training teams
• Implemented data-driven decision making to inform business strategies and drive operational excellence.
• Enhanced customer satisfaction with the implementation of effective communication channels and timely resolution of issues.
• Built strong relationships with key stakeholders through consistent engagement, collaboration, and transparent communication practices.
• Increased team productivity, providing ongoing training, coaching, and performance feedback to staff members.
• Managed employee-related issues encompassing labor, turnover and diversity.
• Provided leadership for continual management and employee training initiatives.
• Boosted employee retention rates through the development of a positive work culture, fostering teamwork, open communication, and professional growth opportunities.
• Ensured regulatory compliance across all aspects of operations by staying current on industry standards while implementing necessary policies or procedures accordingly.
• Championed change management initiatives to facilitate the successful adoption of new technologies or processes within the organization.
• Collaborated with cross-functional teams for seamless execution of large-scale initiatives and continuous improvement efforts.
• Served as a trusted advisor to senior leadership on matters related to operational performance, strategic planning, and organizational development.
• Coached,trained and guided team members to maintain high productivity and performance metrics
• Observed each Leaders individual strengths and initiated mentoring program to improve areas of weakness.
• Assisted in recruiting, hiring and training of team members.

· Part of the core team that regularly reviewed business strategy in accordance with the market and competitors

Direct day to day operations focused on attainment of key business metrics, continuous improvement initiatives. Set and enforced policies to maintain efficiency and responsiveness to demands

· Lead and support innovation at organizational level to improve effectiveness.

· Work with stakeholders on KPIS and ensure that all metrics were met in efficiency, productivity and quality

· Performance management drives initiated and implemented by me to check any failures on irregularities in performance by the suppliers

· Sharing of best practices between the different sites to ensure that all are on the same page to ensure that the customer experience stays consistent across the board.

· Reviewed performance data to monitor and measure productivity, goal progress and activity levels

Conducted performance reviews with the sites and leadership teams and ensured that a good working relationship was maintained.

· Responsible for planning and execution on any new projects with regards to the vendors – this included new queues and lines of business that were brough to our India vendors as part of various cost cutting initiatives

· Regular interactions with stakeholders across the globe, both internal and external, liaised with business owners in the US, and drove all performance metrics in terms of goals, feedback and addressing performance problem or vendor issues

Business strategy planning

Business diversification, expansion

Innovation – Cost reduction and branding

Marketing & business development

Project Management

Operations management

Client services & relationship

Operation management

Business transition management

Project delivery