Vivian Canute D'Souza

Overlooked the complete business venture of the Co-working Space from its inception. I also headed operations for the parent company; Aluglass Electricals - A home appliance distributor for South India, during the Covid phase.
KRAs:

• Business Operations
• Corporate Strategy
• People Management
  Project Management
• Process Development
• Strategic Planning
  Legal Documentation
• Budgeting and P&L
• Vendor Management
  Marketing & Branding
• Business Development
• Logistics and Warehousing

I was exposed to multiple aspects of running a business working closely with companies that dealt with Legal, HR, Finance, Events, Marketing and Sales.

Primarily responsible for the overall Operations of the IT sourcing and staffing division. Initially joined as Client Operations Manager.
KRAs:

• Back-end Operations
• Customer Relations
• Business Development
  HR Operations
• Receivables
• Compliance
  Legal Documentations
• Vendor Management
• Partner Onboarding

From client empanelment process involving legal agreements, vendor management, partner registration to conducting meetings with the business teams and delivery teams in order to support the strategic vision of the client and our organization.

Was responsible for proactively assessing and validating client needs on an ongoing basis while monitoring reports and performance of our internal teams.

Was key to setting processes to ensure effective coordination among departments like Business Development, HR and Finance.

Had to stay acquainted with core business functions of recruitment and business development; working closely with department heads to delegate managerial responsibilities and identify competency issues.

• Was responsible for documenting solutions based on support desk calls and feeding the same to the database of Amelia (a cognitive agent who can take on a wide variety of service desk roles independently)
• Daily tasks would include carrying out agreed database maintenance and ensuring the information contained is up to date by cross referencing; proactively communicating with the teams updates on outstanding incidents whose resolutions weren’t recorded on the database; Creating, modifying and updating the Knowledge Base across multiple systems and software applications.

• My team was the primary point of contact for the in-house employees of Bank Of America based out of the USA
• Support was provided via Phone/Chat/Email with regards to any technical assistance/issues with their work stations and the various support tools/software used by them
• Build and maintain relationships with other groups that impact the technical aspect of support (Ex: Tier-2, Customer Care, SMEs, Etc.)