ereerer's Profile
 | 65656 |
ereerer | |
655 | |
confidential New Delhi / NCR, India | |
  | |
Professional summary
y5y
-
Current Experience:
656, 65656
Current Experience: 656, 65656
Current Experience: 656, 65656
Previous: Principal Consultant, Life Cycle ManagementvantEdge
Vice President, National Skill Development Corporation
Buildingration
Buildingration
Director, SonicWALL
Director, SonicWALL
Enterprise Managed Technical Services
Enterprise Managed Technical Services
Asst General Manager, IDEA Cellular Ltd
Asst General Manager, IDEA Cellular Ltd
Manager, Bharti Cellular Ltd.
Manager, Bharti Cellular Ltd.
Vice President, Location Pune ,
Director, Location Pune ,
Location Vashi ,
Location
Manager, Bharti Cellular Ltd
Vice President, Location Pune ,
Director, Location Pune ,
Location Vashi ,
Location
Manager, Bharti Cellular Ltd
Director, SonicWALL India
Enterprise Managed Technical Services
Asst General Manager, IDEA Cellular Ltd
Manager, Bharti Cellular Ltd.
-
17.0 Years
-
988
-
Contribution score:(85 points)
- Contacts: 86 connections, 87 following, 36 followers
ereerer's Experience
| Current : |
656, 65656 |
|
| Management & Strategy Consulting | ||
Working from 2010 | ||
| Current : |
656, 65656 |
|
| Management & Strategy Consulting | ||
Working from 2010 | ||
| Current : |
656, 65656 |
|
| Management & Strategy Consulting | ||
Working from 2010 | ||
| Previous : |
Principal Consultant, Life Cycle ManagementvantEdge |
|
| India | ||
Worked from 2010 to 2011 | ||
Brief summary :
Cost Optimization Sales Network Management Multi-site and Multi-Program Deliveries Management Business Process Optimization Customer Experience and Life Cycle ManagementvantEdge India Co. Principal Consultant Duration June 10 - Onwards Website: HYPERLINK http://www.mentoredge.com www.mentoredge.com HYPERLINK http://www.nsdcindia.org www.nsdcindia.org | ||
| Previous : |
Vice President, National Skill Development Corporation |
|
| young | ||
Worked from 2009 to 2010 | ||
Brief summary :
This is a Business-to-Business facilitation organisation, engaged in consulting, designing and implementing seamless direct to consumer programmes. Offerings include, Customer contact management, customer life cycle management, Transaction processing, Service quality design, technology audits, Business process re-engineering and process research and analytics Consulting for young start-up with business strategy, Business Process Improvement and revenue structuring with IIM Ahmedabads Initiative this time with Mentor Edge , Power of Ideas , and consulting with N.S.D.C i.e. National Skill Development Corporation for Skill Development and investment opportunities Part time consulting for Customer Experience Management with Akiko Systems (BPO) HYPERLINK http://www.akiko.com.au www.akiko.com.au , iBloom (Knowledge and Partnership Virtualization) HYPERLINK http://www.ibloomtech.com www.ibloomtech.com Ninestars Information Technologies Ltd. Vice President Duration November 09 - March 10 Website: HYPERLINK http://www.ninestars.in www.ninestars.in I helped Strategize the global structure and management of (Cost per Action) for products and services Understanding and establishing overall operations for cost optimization based on market trends, product strategies and organizations health Leading strategic communications including up-sell and cross-sell, conflict and issue resolution, and setting expectations around service levels and deliverable for the content digitization, document management, media monitoring and media sentiment analysis Achieved close to $1 Million worth contracts from Australian and Indian markets for digitization and Telecom CRM data for new account creation and form archiving iBloom, CIIE (IIM-A) Mentor - Process Incubation Duration July-09 - June-10 (Part Time - Not for monetary benefit) Website: HYPERLINK http://www.ibloomtech.com www.ibloomtech.com CIIE Initiative Support for Enterprise solution mapping and design for IS Managed Support services. | ||
| Previous : |
Buildingration |
|
Brief summary :
Customer Experience and Life Cycle Management People Management and Development Business Process Optimization Business Incubation Learning and Development Cost Optimization Sales Network Management Management New Set Ups and Start-up Buildingration July-09 - June-10 June 10 - Onwards Website: HYPERLINK http://www.mentoredge.com www.mentoredge.com HYPERLINK http://www.nsdcindia.org www.nsdcindia.org HYPERLINK http://www.bpocertifications.com www.bpocertifications.com Consulting for young start-up with business strategy, Business Process Improvement and revenue structuring with IIM Ahmedabads Initiative this time with Mentor Edge , Power of Ideas , and consulting with N.S.D.C i.e. National Skill Development Corporation for Skill Development and investment opportunities Part time consulting for Customer Experience Management with iBloom (Knowledge and Partnership Virtualization) and Nettcon Systems building complete customer experience models on IVR and Data Centre solutioning. Worked with FICCI - Lockheed Martin Innovation incubation and Audit team for reviewing business models and innovations in the northern region. Sr. Consultant with BCI, A BPO Standards Company. Building and Managing Partner and Client relationship. Ninestars Information Technologies Ltd. Vice President Duration November 09 - March 10 Website: | ||
| Previous : |
Buildingration |
|
Brief summary :
Customer Experience and Life Cycle Management People Management and Development Business Process Optimization Business Incubation Learning and Development Cost Optimization Sales Network Management Management New Set Ups and Start-up Buildingration July-09 - June-10 June 10 - Onwards Website: HYPERLINK http://www.mentoredge.com www.mentoredge.com HYPERLINK http://www.nsdcindia.org www.nsdcindia.org HYPERLINK http://www.bpocertifications.com www.bpocertifications.com Consulting for young start-up with business strategy, Business Process Improvement and revenue structuring with IIM Ahmedabads Initiative this time with Mentor Edge , Power of Ideas , and consulting with N.S.D.C i.e. National Skill Development Corporation for Skill Development and investment opportunities Part time consulting for Customer Experience Management with iBloom (Knowledge and Partnership Virtualization) and Nettcon Systems building complete customer experience models on IVR and Data Centre solutioning. Worked with FICCI - Lockheed Martin Innovation incubation and Audit team for reviewing business models and innovations in the northern region. Sr. Consultant with BCI, A BPO Standards Company. Building and Managing Partner and Client relationship. Ninestars Information Technologies Ltd. Vice President Duration November 09 - March 10 Website: | ||
| Previous : |
Director, SonicWALL |
|
Brief summary :
HYPERLINK http://www.ninestars.in www.ninestars.in I helped Strategize the global structure and delivery management of (Cost per Action) for products and services Understanding and establishing overall operations for cost optimization based on market trends, product strategies and organizations health Leading strategic communications including up-sell and cross-sell, conflict and issue resolution, and setting expectations around service levels and deliverable for the content digitization, document management, media monitoring and media sentiment analysis Achieved close to $1 Million worth contracts from Australian and Indian markets for digitization and Telecom CRM data for new account creation and form archiving SonicWALL India Director Technical and Revenue Service Assurance Duration Dec-07 - March-09 | ||
| Previous : |
Director, SonicWALL |
|
Brief summary :
HYPERLINK http://www.ninestars.in www.ninestars.in I helped Strategize the global structure and delivery management of (Cost per Action) for products and services Understanding and establishing overall operations for cost optimization based on market trends, product strategies and organizations health Leading strategic communications including up-sell and cross-sell, conflict and issue resolution, and setting expectations around service levels and deliverable for the content digitization, document management, media monitoring and media sentiment analysis Achieved close to $1 Million worth contracts from Australian and Indian markets for digitization and Telecom CRM data for new account creation and form archiving SonicWALL India Director Technical and Revenue Service Assurance Duration Dec-07 - March-09 | ||
| Previous : |
Enterprise Managed Technical Services |
|
Brief summary :
Website HYPERLINK http://www.sonicwall.com www.sonicwall.com Built the business unit in India from scratch, established managed services, technical support operations infrastructure to the entire talent sourcing and then transitioned the knowledge from Sunnyvale CA, USA Initially reviewed and handled the outsourced delivery partners relationships with companies like E4E in America and India, HECC in EMEA and REED in Japan Channel partner and reseller community management Later establishing two centres one in Pune and then in Bangalore was responsible for B2C and Enterprise Managed Technical Services Support, Product Training and Client Account Management of USD $ 2 Million - $ 15 Million I-Vantage Head - Business Operations Duration Jan-04 - Dec-07 | ||
| Previous : |
Enterprise Managed Technical Services |
|
Brief summary :
Website HYPERLINK http://www.sonicwall.com www.sonicwall.com Built the business unit in India from scratch, established managed services, technical support operations infrastructure to the entire talent sourcing and then transitioned the knowledge from Sunnyvale CA, USA Initially reviewed and handled the outsourced delivery partners relationships with companies like E4E in America and India, HECC in EMEA and REED in Japan Channel partner and reseller community management Later establishing two centres one in Pune and then in Bangalore was responsible for B2C and Enterprise Managed Technical Services Support, Product Training and Client Account Management of USD $ 2 Million - $ 15 Million I-Vantage Head - Business Operations Duration Jan-04 - Dec-07 | ||
| Previous : |
Asst General Manager, IDEA Cellular Ltd |
|
Brief summary :
Website HYPERLINK http://www.i-vantage.com http://www.i-vantage.com Client IT and Non IT Projects handled and transitioned from INDIA, USA, and UAE. Managed and scaled the business from 1000 FTEs to 4500 FTEs with clients across the verticals of Telecommunications, IT Application and Hardware Technical Support, Banking Transaction Support, IT Managed Services covering across Emerging and Developed economies Challenged the mediocrity and club marketing with technology for the real time commercial solutions for available white space in the market IDEA Cellular Ltd Asst General Manager (Service Delivery and Quality) Duration Feb-00 - Jan-04 | ||
| Previous : |
Asst General Manager, IDEA Cellular Ltd |
|
Brief summary :
Website HYPERLINK http://www.i-vantage.com http://www.i-vantage.com Client IT and Non IT Projects handled and transitioned from INDIA, USA, and UAE. Managed and scaled the business from 1000 FTEs to 4500 FTEs with clients across the verticals of Telecommunications, IT Application and Hardware Technical Support, Banking Transaction Support, IT Managed Services covering across Emerging and Developed economies Challenged the mediocrity and club marketing with technology for the real time commercial solutions for available white space in the market IDEA Cellular Ltd Asst General Manager (Service Delivery and Quality) Duration Feb-00 - Jan-04 | ||
| Previous : |
Manager, Bharti Cellular Ltd. |
|
Brief summary :
Website HYPERLINK http://www.ideacellular.com www.ideacellular.com Design and manage service delivery to the 5+ million customers of the company spread across 8 different geographies of the Indian subcontinent through multiple touch points. Responsible for the strategic operations towards Service Level Agreement building across the internal and vendor teams and Business Reporting from Circle delivery teams of Activation, CPV, Retention, Revenue Assurance, Customer Care, Call Center, Cell Shops, FMS, Customer Accounting, training/recruitment etc activity Designed and Implementation of I-Care (CRM and Performance Dashboard System) in all IDEA Cellular circles Bharti Cellular Ltd. Manager Customer Interaction Group Duration June-96 - Jan-00 | ||
| Previous : |
Manager, Bharti Cellular Ltd. |
|
Brief summary :
Website HYPERLINK http://www.ideacellular.com www.ideacellular.com Design and manage service delivery to the 5+ million customers of the company spread across 8 different geographies of the Indian subcontinent through multiple touch points. Responsible for the strategic operations towards Service Level Agreement building across the internal and vendor teams and Business Reporting from Circle delivery teams of Activation, CPV, Retention, Revenue Assurance, Customer Care, Call Center, Cell Shops, FMS, Customer Accounting, training/recruitment etc activity Designed and Implementation of I-Care (CRM and Performance Dashboard System) in all IDEA Cellular circles Bharti Cellular Ltd. Manager Customer Interaction Group Duration June-96 - Jan-00 | ||
| Previous : |
Vice President, Location Pune , |
|
Brief summary :
Bloom, CIIE (IIM-A) Vice President Duration July-09 - Till Date (Not for monetary benefit) Location Pune, Ahmedabad Industry SaaS Website: www.ibloomtech.com IIM, Center for Incubation Innovation and Entrepreneurship (Ahmedabad) [iBloom Technologies] (Consulting Assignment - Part Time) . Enterprise solution mapping and design for IS Managed Support services. . Managing for VC funding for LiveHELP 360E. . Business Revenue and Client Development for - Remote Systems and Network Monitoring; Remote Systems and Network Management; Remote IT Ticket and Software Deployment; Remote Asset Management. . Setup the entire business support and sales network for Datawind Internet handheld PDAs- PocketSurfer support. . Established Partner program for B2B and B2C LiveHELP solution with companies like Facebook, LinkedIn, American Hospital Association and AT and T. . Bagged first contract with Asian Heart Institute for Presence Management. . Established Medical Solutions Tech Award for Web Solutions from Medical Tourism Dept. SonicWALL India | ||
| Previous : |
Director, Location Pune , |
|
Brief summary :
Director TA and RA Duration Dec-07 - March-09 Location Pune, Bangalore Industry Security software, Backup and Recovery, Security appliances Employees 1000 WW Employees in India 180 Website www.sonicwall.com SonicWALL India . Established tech support operations infrastructure to the entire talent sourcing. . Managed the captive and outsourced operations for Global solutions and services through two units in Pune and Bangalore with 100 members in captive. . Key Account Relationships Management USD $ 2 Million - $ 15 Million . Revenue per call system introduced and generated renewals. Generated extra USD$ 89000 per month. . Reduced case volume 50% by leveraging a Customer Service Community. . Cut the number of open tickets by 40%. . Increased the number of customers finding answers in their self service portal to 70%. . Increased CSAT scores vis-��-vis previous trends of performance by 60%. I-Vantage | ||
| Previous : |
Location Vashi , |
|
Brief summary :
Head Business Operations Duration Jan-04 - Dec-07 Location Vashi, Kolkata Industry ITES, Managed Services, Outsourcing Bidding Network, CPG Support and Product Concept Design. Employees in India 2000 Website http://www.i- vantage.com IRIS Solutions (Now i-Vantage) . Contact Centre and Managed services multi-site delivery and centre operations. . Business Development - Domestic / International . Client IT and Non IT Projects handled and transitioned from INDIA, USA, and UAE. . Responsible for growing the company from 50 employees to 1200+ strong, with quarterly earnings of over INR 15 million, by acquiring deals from India, US, UK based MNCs. . 400 Members for BMC Remedy (Technical and OS Support). . Point of contact and escalation for the following accounts daily delivery operations - HP Products support, Echo Global Logistics - 3PL and SCM Project, Juniper - Network security Product Technical Support, BMC Software tech support, Sit-UP UKs TV Retailing business Voice and Transaction processing project with Western Union Money Transfer Service (WU) retail franchise network and Forex business under AFL, HSBC Bank Cards - Credit Card inbound process, TESCO HSC Bangalore Infrastructure Support, Fullerton India - Loan documentation, payment reminder and complaint i-ticket management of 750+ branches project. IDEA Cellular Ltd Asst General Manager | ||
| Previous : |
Location |
|
Brief summary :
(Service Delivery and Quality) Duration Feb-00 - Jan-04 Location Pune Industry Telecom Employees 8000 Website www.ideacellular.com IDEA Cellular Ltd . Part of Corporate SDQ Team managing Maharashtra circles team delivery. Responsible for operations towards Service Level Agreement and Business Reporting from Circle delivery teams of Activation, CPV, Retention, Revenue Assurance, Customer Care, Call Center, Cell Shops, FMS, Customer Accounting, training/recruitment etc activity. . Designed and Implementation of I-Care (CRM and Performance Dashboard System) in all IDEA Cellular circles. . Built and enhanced performance in Customer service, Complaint and fault Management, Billing and Collection performance, churn and team productivity by 52% through I-Care. . Implemented of Project Sanchay nationwide, initiative to add new subscriber base. . 100% Adherence to QA compliance on billing /dispatches from last 6 quarters. . Instrumental in launching postpaid activation within 20 minutes and 90% complaint resolution in 2 hours. Bharti Cellular Ltd. AirTel | ||
| Previous : |
Manager, Bharti Cellular Ltd |
|
Brief summary :
Manager CIG Duration June-96 - Jan-00 Location New Delhi Industry Telecom Employees 10000 Website www.airtel.in Bharti Cellular Ltd . Established Post Paid and Pre Paid contact centre and email support delivery from captive centers Hotline and CareTouch. . Initiated the employee eLearning and self-service model for training and floor process guidance. . Initiated the First Bill Support system for Post Paid subscribers. . Tracking and initiating action to ensuring closure of escalated complaints within TAT. . I was first employee to be a part CareTouch leadership for premium subscriber support. . Achieved call reduction target of 0.99 /customer/month from 1.56 / customer/month resulting in saving of Rs 14 Lacs basis repeat call analysis. | ||
| Previous : |
Vice President, Location Pune , |
|
Brief summary :
Bloom, CIIE (IIM-A) Vice President Duration July-09 - Till Date (Not for monetary benefit) Location Pune, Ahmedabad Industry SaaS Website: www.ibloomtech.com IIM, Center for Incubation Innovation and Entrepreneurship (Ahmedabad) [iBloom Technologies] (Consulting Assignment - Part Time) . Enterprise solution mapping and design for IS Managed Support services. . Managing for VC funding for LiveHELP 360E. . Business Revenue and Client Development for - Remote Systems and Network Monitoring; Remote Systems and Network Management; Remote IT Ticket and Software Deployment; Remote Asset Management. . Setup the entire business support and sales network for Datawind Internet handheld PDAs- PocketSurfer support. . Established Partner program for B2B and B2C LiveHELP solution with companies like Facebook, LinkedIn, American Hospital Association and AT and T. . Bagged first contract with Asian Heart Institute for Presence Management. . Established Medical Solutions Tech Award for Web Solutions from Medical Tourism Dept. SonicWALL India | ||
| Previous : |
Director, Location Pune , |
|
Brief summary :
Director TA and RA Duration Dec-07 - March-09 Location Pune, Bangalore Industry Security software, Backup and Recovery, Security appliances Employees 1000 WW Employees in India 180 Website www.sonicwall.com SonicWALL India . Established tech support operations infrastructure to the entire talent sourcing. . Managed the captive and outsourced operations for Global solutions and services through two units in Pune and Bangalore with 100 members in captive. . Key Account Relationships Management USD $ 2 Million - $ 15 Million . Revenue per call system introduced and generated renewals. Generated extra USD$ 89000 per month. . Reduced case volume 50% by leveraging a Customer Service Community. . Cut the number of open tickets by 40%. . Increased the number of customers finding answers in their self service portal to 70%. . Increased CSAT scores vis-��-vis previous trends of performance by 60%. I-Vantage | ||
| Previous : |
Location Vashi , |
|
Brief summary :
Head Business Operations Duration Jan-04 - Dec-07 Location Vashi, Kolkata Industry ITES, Managed Services, Outsourcing Bidding Network, CPG Support and Product Concept Design. Employees in India 2000 Website http://www.i- vantage.com IRIS Solutions (Now i-Vantage) . Contact Centre and Managed services multi-site delivery and centre operations. . Business Development - Domestic / International . Client IT and Non IT Projects handled and transitioned from INDIA, USA, and UAE. . Responsible for growing the company from 50 employees to 1200+ strong, with quarterly earnings of over INR 15 million, by acquiring deals from India, US, UK based MNCs. . 400 Members for BMC Remedy (Technical and OS Support). . Point of contact and escalation for the following accounts daily delivery operations - HP Products support, Echo Global Logistics - 3PL and SCM Project, Juniper - Network security Product Technical Support, BMC Software tech support, Sit-UP UKs TV Retailing business Voice and Transaction processing project with Western Union Money Transfer Service (WU) retail franchise network and Forex business under AFL, HSBC Bank Cards - Credit Card inbound process, TESCO HSC Bangalore Infrastructure Support, Fullerton India - Loan documentation, payment reminder and complaint i-ticket management of 750+ branches project. IDEA Cellular Ltd Asst General Manager | ||
| Previous : |
Location |
|
Brief summary :
(Service Delivery and Quality) Duration Feb-00 - Jan-04 Location Pune Industry Telecom Employees 8000 Website www.ideacellular.com IDEA Cellular Ltd . Part of Corporate SDQ Team managing Maharashtra circles team delivery. Responsible for operations towards Service Level Agreement and Business Reporting from Circle delivery teams of Activation, CPV, Retention, Revenue Assurance, Customer Care, Call Center, Cell Shops, FMS, Customer Accounting, training/recruitment etc activity. . Designed and Implementation of I-Care (CRM and Performance Dashboard System) in all IDEA Cellular circles. . Built and enhanced performance in Customer service, Complaint and fault Management, Billing and Collection performance, churn and team productivity by 52% through I-Care. . Implemented of Project Sanchay nationwide, initiative to add new subscriber base. . 100% Adherence to QA compliance on billing /dispatches from last 6 quarters. . Instrumental in launching postpaid activation within 20 minutes and 90% complaint resolution in 2 hours. Bharti Cellular Ltd. AirTel | ||
| Previous : |
Manager, Bharti Cellular Ltd |
|
Brief summary :
Manager CIG Duration June-96 - Jan-00 Location New Delhi Industry Telecom Employees 10000 Website www.airtel.in Bharti Cellular Ltd . Established Post Paid and Pre Paid contact centre and email support delivery from captive centers Hotline and CareTouch. . Initiated the employee eLearning and self-service model for training and floor process guidance. . Initiated the First Bill Support system for Post Paid subscribers. . Tracking and initiating action to ensuring closure of escalated complaints within TAT. . I was first employee to be a part CareTouch leadership for premium subscriber support. . Achieved call reduction target of 0.99 /customer/month from 1.56 / customer/month resulting in saving of Rs 14 Lacs basis repeat call analysis. | ||
| Previous : |
Director, SonicWALL India |
|
| India | ||
Brief summary :
Business Revenue and Client Development for - Remote Systems and Network Monitoring; Remote Systems and Network Management; Remote IT Ticket and Software Deployment; Remote Asset Management Manage product financial performance (P and L), define end-to-end customer experience specs, and ensure client commitments and contractual obligations are met Bagged first contract with Asian Heart Institute for Presence Management SonicWALL India Director Technical and Revenue Service Assurance Duration Dec-07 - March-09 Website HYPERLINK http://www.sonicwall.com www.sonicwall.com Built the business unit in India from scratch, established technical support operations infrastructure to the entire talent sourcing and then transitioned the knowledge from Sunnyvale CA, USA | ||
| Previous : |
Enterprise Managed Technical Services |
|
| Bangalore | ||
Brief summary :
Initially reviewed and handled the outsourced delivery partners relationships with companies like E4E in America and India, HECC in EMEA and REED in Japan Channel partner and reseller community management Later establishing two centres one in Pune and then in Bangalore was responsible for B2C and Enterprise Managed Technical Services Support, Product Training and Client Account Management of USD $ 2 Million - $ 15 Million I-Vantage Head - Business Operations Duration Jan-04 - Dec-07 Website HYPERLINK http://www.i-vantage.com http://www.i-vantage.com Strategizing logo acquisition and steering proposals and business accounts | ||
| Previous : |
Asst General Manager, IDEA Cellular Ltd |
|
Brief summary :
Client IT and Non IT Projects handled and transitioned from INDIA, USA, and UAE. Managed and scaled the business from 1000 FTEs to 4500 FTEs with clients across the verticals of Telecommunications, IT Application and Hardware Technical Support, Banking Transaction Support, IT Managed Services covering across Emerging and Developed economies Challenged the mediocrity and club marketing with technology for the real time commercial solutions for available white space in the market IDEA Cellular Ltd Asst General Manager (Service Delivery and Quality) Duration Feb-00 - Jan-04 Website HYPERLINK http://www.ideacellular.com www.ideacellular.com Design and manage service delivery to the 5+ million customers of the company spread across 8 different geographies of the Indian subcontinent through multiple touch points. Responsible for maintaining operational excellence through customer life cycle management post acquisition | ||
| Previous : |
Manager, Bharti Cellular Ltd. |
|
Brief summary :
Responsible for the strategic operations towards Service Level Agreement building across the internal and vendor teams and Business Reporting from Circle delivery teams of Activation, CPV, Retention, Revenue Assurance, Customer Care, Call Center, Cell Shops, FMS, Customer Accounting, training/recruitment etc activity Designed and Implementation of I-Care (CRM and Performance Dashboard System) in all IDEA Cellular circles Developed and managed the entire customer life-cycle management (viz. Lead, sales partners and IT incident management support, retention, collections, know your customer, retail and franchisee operations, billing, quality etc Bharti Cellular Ltd. Manager Customer Interaction Group Duration June-96 - Jan-00 | ||
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