Vivek Lawrence
Pune
Summary
Dynamic and results-oriented professional with over 19 years of experience in Operations, Quality Management, Training, and Project Delivery, now transitioning towards Project and Program Management in the IT and SaaS domains. Skilled in leading cross-functional teams, managing client engagements, and driving process excellence to deliver strategic business outcomes. Currently, I am preparing for the PMP certification to further strengthen my expertise in project delivery, risk management, and stakeholder communication. Proven ability to translate business needs into actionable project plans, optimize workflows, and ensure timely delivery of high-quality solutions.
Overview
19
19
years of professional experience
Work History
Senior Practice Head – Operations & Delivery
ACCELIGIZE BUSINESS SERVICES PVT. LTD.
05.2019 - Current
- Company Overview: a global leader in multi-channel B2B lead and demand generation
- As Senior Practice Head at Acceligize, a global leader in multi-channel B2B lead and demand generation, I oversee the operations and delivery of high-quality services for global clients.
- Leveraging 6 years of expertise in business operations, digital marketing, email marketing, demand generation, and account management, I drive operational excellence, client satisfaction, and strategic growth.
- Lead operations and delivery of global campaigns, ensuring adherence to SLAs, budgets, and quality standards.
- Manage and mentor a workforce of 200+ employees, implementing performance metrics and engagement strategies to maximize productivity.
- Develop and execute data-driven digital marketing and demand generation campaigns to deliver high-quality B2B leads.
- Foster strong client relationships to ensure repeat business, long-term partnerships, and customer success.
- Drive process optimization and innovation to improve efficiency, reduce turnaround time, and maintain service excellence.
- Collaborate with cross-functional leaders to align operational strategies with business and revenue objectives.
- Contribute to product and service portfolio enhancements to meet evolving market demands.
- A global leader in multi-channel B2B lead and demand generation
- Contribution in winning the Bronze Stevie Award (2022) and Gold Stevie Award (2023) for service delivery excellence.
- Streamlined workflows to significantly improve operational efficiency and client satisfaction scores.
- Successfully scaled operations to handle increased client demands without compromising quality.
Managing Consultant – Delivery
ZDSB SUPPORT PRIVATE LIMITED
06.2012 - 05.2019
- Company Overview: Ziff Davis Acquisition
- Auditing of quality management system, reporting non-conformances, identifying root causes and effectively implementing corrective actions.
- Determine staffing requirements, interview, hire and train new employees, oversee personnel processes.
- Manage team, preparing work schedules and assigning specific duties.
- Managing technical & process learning activities for one or multiple Business Units.
- Provide monthly and quarterly reports on learning achievement to senior management.
- Using logics and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions approach to problems.
- Planning and executing any new process and technical training for new client’s portal and process.
- Understanding the implications of new information for both current and future problem-solving and Decision-making.
- Undertaking responsibilities of removing unnecessary procedures in process for efficient functioning.
- Ensuring uniformity in the process to have better process understanding.
- Tracking performances of the team members and suggest / highlight areas of improvements, facilitating & conduct training and monitoring the improvements on a continuous basis.
- Plan and direct activities such as sales promotions, coordinating with cross functional team & department Heads as required.
- Managing research process, effectively delegate work to associates, tracking improvement with Quality Assurance, Training and ensuring timely project deliverables.
- Working on TNA identified on research and audit process.
- Actively involving in developing qualitative initiatives and strategy implementations and coordinating with Finance department for invoicing.
- Managing a service delivery team of 36 MIS executive and 1 Junior Managing Consultant (Trainee).
- Ziff Davis Acquisition
- Was nominated for President Club Award and received Silver Award in December 2014.
- Was promoted as Managing Consultant in July 2014.
- Was promoted as Quality Lead in January 2013.
- Receiving best performance award as Quality Auditor for quarterly performance July-September 2012.
Process Trainer
ALLSEC TECHNOLOGIES
10.2010 - 04.2012
- Training New Hire Trainees on Product, Process & Soft Skills.
- Preparing and updating training modules.
- Regular following up with clients for any product related clarification.
- Ensuring timely creation of system IDs for new hire batch.
- Working on TNA identified on calls audited by internal & external QA’s.
- Preparing plan of action and implementing key initiatives for process improvement.
- Attending calibration with client and Allsec QA team to avoid variance.
- Dip checking in NHIT batches.
- Preparing and publishing daily, weekly and monthly reports.
- Handling responsibility for internal and external client’s product knowledge test.
- Leading the training department and be a backup trainer in the absence of any process trainer.
- Attending Conference call with the client on the launch of any new product and cascading it further with all the departments.
- Handling responsibility for maintaining various MIS reports.
Specialist Trainer
AEGIS LIMITED (AN ESSAR GROUP)
11.2008 - 03.2010
- Conducting New Hire, Refresher training as per requirement.
- Developing content, familiarizing and adhering to organization’s information security & quality policy.
- Maintaining and updating training MIS.
- Bridging the knowledge levels of associates on an ongoing basis by conducting training need analysis and arranging a training program for the same.
- Training the Trainers and provide regular feed backs.
- Managing RRF (Recruitment requisition form) and projections for the Process and designing Training Calendar.
- Organizing facilitation workshop to ensure effectiveness of the Trainer.
- Planning, scheduling & coordinating the training programs.
- Designing & Documenting the Training process and procedure.
- Auditing the Training procedures to ensure the applicability and the usage of it, playing a major role in preparation of training dashboard and reviews every month.
- Ensuring the overall quality of the project even if the new processors are introduced in the production stream.
- Performing case study to improve Productivity & Quality in operations.
- Handling the responsibility of adherence to BAB [Brilliant at Basics] process for Trainer’s enhancement, Training reports accuracy and Adherence of training methodologies and schedule planning.
- Maintaining various MIS reports for training department (throughput reports, batch projections, 0-30 day performance) and ensuring all the training metrics are maintained monthly by trainers.
- Conducting New Hire training programs (Product, Process and Systems trainings).
- Successfully handling Process Migration from different circle.
- Devising TNI based on the Pareto given by Quality, designing and delivering trainings to address the identified training needs.
- Trainings conducted for the bottom performers of each process every month, and responsible for their performance once they hit the shop floor.
- Received WOW award for best performance in training in the month of Jan & Feb’09.
Customer Care Associate (International BPO)
ZENSAR TECHNOLOGIES
06.2008 - 10.2008
- Delivering and promoting the product efficiently.
- Offers saving on long distance calling to Canadian customer, explaining customer how they will get saving on long distance calls with lowest calling rates for Canada, United States & Overseas countries.
- Maintaining floor SPH (Sales per hours) required by the operations.
- Being appreciated by the customer and client for giving good quality while making sales, with consistence quality benchmark.
Sr. Process Trainer & MIS Coordinator
ANDROMEDA MARKETING PVT. LTD.
07.2006 - 04.2008
- Heading recruitments & training profiles, managing MIS section (MIS include Operation details, with audit reports) and Coordinating with the client in vendor invoice management.
- Training new hire trainees for inbound process, also providing product training to the trainee’s so they understand the process.
- Budding session have been given to trainee’s so that they learn the usage of (CRM) Customer Relation Management.
- Handling the final assessment of the agents includes written test and mock calls, refresher training is conducting on a need to do basis from results of quality monitoring and training need analysis thereafter.
- Rollout update to the entire floor through scheduled team briefing / de-briefing training depending on the complexity of the update.
- Was promoted as Sr. Process Trainer.
- Also given additional responsibility to take care of MIS section.
Customer Care Executive
ANDROMEDA MARKETING PVT. LTD.
07.2006 - 11.2006
- Handling the multiple customer queries efficiently.
- Ensuring 100% customer satisfaction by resolving customer queries.
- Displaying strong organizational skills.
- Escalating particularly difficult or potentially adverse situation to Team Leader’s for resolution.
- Was rewarded as Star performer in the Company’s Performance Incentive Program.
- Was chosen for Internal Job Post and promoted as Process Trainer.
Education
Bachelor of Arts -
Rani Durgavati University
Jabalpur, Madhya Pradesh09-2014
(10+2) Higher Secondary School Certificate -
Madhya Pradesh Board of Secondary Education
Correspondense12-2002
10th Board High School -
Madhya Pradesh Board of Secondary Education
Correspondense04-1998
Primary & Middle School -
Christ Church Boys Senior Secondary School
M.P.04-1997
Skills
- Project and program management
- Operations management
- Account management
- Client relationship management
- Operations leadership and delivery excellence
- Digital marketing and demand generation
- Quality assurance and process optimization
- Team mentoring and training
- Risk assessment and mitigation
- Strategic planning and execution
- Customer service
Languages
- English
- Hindi
- Marathi
Personal Information
- Date of Birth: 10/06/81
- Marital Status: Married
Timeline
Senior Practice Head – Operations & Delivery
ACCELIGIZE BUSINESS SERVICES PVT. LTD.
05.2019 - Current
Managing Consultant – Delivery
ZDSB SUPPORT PRIVATE LIMITED
06.2012 - 05.2019
Process Trainer
ALLSEC TECHNOLOGIES
10.2010 - 04.2012
Specialist Trainer
AEGIS LIMITED (AN ESSAR GROUP)
11.2008 - 03.2010
Customer Care Associate (International BPO)
ZENSAR TECHNOLOGIES
06.2008 - 10.2008
Sr. Process Trainer & MIS Coordinator
ANDROMEDA MARKETING PVT. LTD.
07.2006 - 04.2008
Customer Care Executive
ANDROMEDA MARKETING PVT. LTD.
07.2006 - 11.2006
Bachelor of Arts -
Rani Durgavati University
(10+2) Higher Secondary School Certificate -
Madhya Pradesh Board of Secondary Education
10th Board High School -
Madhya Pradesh Board of Secondary Education
Primary & Middle School -
Christ Church Boys Senior Secondary School