ACADEMIC QUALIFICATIONS

Bachelor of Science: University of Madras, Chennai

PROFILE SUMMARY

Strategic and results-driven leader with 30+ years of experience across customer experience, service management, operations, digital transformation, and global program management. Proven expertise in building Customer Centers of Excellence, driving NPS/CSAT improvement, operational excellence, and enterprise change initiatives across APAC and global markets. Strong experience in P&L oversight, multi-country operations, stakeholder management, risk mitigation, process transformation, and AI-driven automation. Has held senior leadership roles at Verizon, Orange Business Services, and SITA/EQUANT, managing complex customer and technology operations.

CONSULTING EXPERIENCE

1 years

EXPERIENCE HIGHLIGHTS

Trio International Pvt Ltd.
Director and Business Mentor Jan 2025 - Present
- Provide strategic leadership, drive business growth, and mentor the leadership team to build a scalable, profitable, and customer-centric travel management business.
- Define and execute overall business strategy corporate travel, leisure, MICE, digital channels
- Drive revenue growth, profitability, and market expansion
- Identify new business opportunities partnerships, global tie-ups, B2B/B2C channels
- Oversee digital transformation automation, booking platforms, customer experience tools
- Ensure competitive positioning and brand differentiation.
- Supervise end-to-end travel operations ticketing, reservations, supplier management
- Optimize cost structures and vendor negotiations airlines, hotels, aggregators
- Ensure service quality, SLA adherence, and customer satisfaction
- Implement process improvements and automation initiatives
- Own P&L, budgeting, and financial planning
- Monitor cash flow, margins, and cost efficiency
- Define pricing strategies and commercial models
- Ensure financial governance and reporting discipline
- Mentor founders / leadership team on scaling strategy
- Provide guidance on market trends, competition, and innovation
- Support decision-making on investments, expansion, and restructuring
- Coach leadership on stakeholder management and governance
- Facilitate industry connections and partnerships

Verizon
Head of Customer Excellence; Customer Center of Excellence Jul 2015 - Dec 2024
- SET UP THE CUSTOMER CENTER OF EXCELLENCE
- TRANSITIONING OF ROLES TO THE COE
- DRIVING OVERAL SATISFACTION, CUSTOMER SATISFACTION, NET PROMOTER SCORES, CO-CREATING AND DELIVERING VALUE AND CONTINUAL SERVICE IMPROVEMENT
- LEAD POINT OF CONTACT POC FOR AMERCAS DIGITIZATION & AUTOMATION INIATIVE
Head of Designated Service APAC Jun 2008 - Jun 2015
- HEAD OF CUSTOMER OPERATIONS WHICH INCLUDES SERVICE MANAGEMENT, ORDER MANAGEMENT, PROJECT MANAGEMENT, TECHNICAL PROGRAM MANAGEMENT FOR ASIA PACIFIC CUSTOMER
- FULLY RESPONSIBLE FOR CUSTOMER OSAT, NET PROMOTER SCORE ETC

Orange Business Services Equant
Program Director Jun 2005 - May 2008
- IDENTIFY AND IMPLEMENT A JOINT VENTURE JV COMPANY AGREEMENT WORKING WITH KEY CONSULTANTS FOR A NEW OP-CO
- OPERATIONALIZE THE JOINT VENTURE THROUGH PROCUREMENT OF NATIONAL LONG DISTANCE AND INTERNATIONAL LONG-DISTANCE LICENSE, TRANSITION OF ASSETS AND CUSTOMER MIGRATION
- MEMBER OF THE BOARD OF DIRECTORS OF ALL THREE LEGAL COMPANIES OF ORANGE EQUANT
- DEPARTMENT OF TELECOMMUNICATIONS, TELECOM REGULATORY AUTHORITY OF INDIA SPOC FOR THE COMPANY REPRESENTING COMPANY IN ALL REGULATORY MATTERS

SITA / Equant
Head of Telecom Sourcing & Management Jun 2002 - May 2005
- BE THE MAIN STRATEGIC INTERFACE WITH CARRIERS IN SOUTHEAST ASIA, STRENGTHENING TELCO PARTNERSHIPS, WORKING CLOSELY WITH SALES TEAM TO DRIVE BUSINESS GROWTH AND SECURE KEY DEALS ACROSS SOUTHEAST ASIA
- STRATEFICALLY MANAGE THE RELATIONSHIP WITH DIFFERENT TELCOS AND IDENTIFY NEW PLAYERS IN THE MARKET
- DEVELOP SERVICE LEVEL AGREEMENTS WITH TELCOS AND MONITOR THEIR PERFORMANCE AGAIST THESE AGREEMENTS
- PROVIDE BID SUPPORT TO SALES & MARKETING, EMERGING MARKETS & JOINTLY PRESENT ON ORGANISATION CAPABILITIES
- TRACK, ANALYSE AND REPORT ON COST SAVINGS AND COST REDUCTION EXERCISES
- NEGOTIATE DISPUTES AND AID IN CONFLICT RESOLUTION
Head – Satellite Helpdesk Jun 2000 - May 2002
- MANAGE DAY TO DAY OPERATIONS OF THE TIER 1, TIER 2, TIER 3 TECHNICAL HELPDEKS
- HIGHEST ESCALATION POINT FOR CUSTOMERS
- MEET KEY OPERATIONAL KPIS & CUSTOMER EXCELLENCE TARGETS

SITA
Principal Network Controller Jun 1998 - May 2000
- MANAGE DAY-TO-DAY OPERATIONS OF THE NETWORK COMMAND CENTER
- ESCALATION POINT FOR ALL NETWORK RELATED PROBLEMS
- REVIEW CENTER MTTR AND IMPLEMENT IMPROVENTS
- MEET LEC MANAGERS TO IMPROVE NETWORK RELATED TARGETS
- ASSIST FINANCE IN VERIFYING AND SIGN-OFF ON CIRCUIT BILLS
Senior Network Controller May 1994 - Jun 1998
- ASSIST OPERATIONS STAFF IN TROUBLESHOOTING NETWORK ISSUES
- FOLLOW-UP FOR THE REALISATION OF NEW TRUNK CIRCUITS
- TRAIN NEW STAFF ON NETWORKING, COMMUNICATION PROTOCOLS, NETWORK TOOLS AND TROUBLESHOOTING
- TEST AND CERTIFY NEW INTERNATIONAL AND INTERCITY NETWORK TRUNKS AND INTEGRATE TO THE NETWORK
- DRIVE CHANGE MANAGEMENT - PREPARE AND COMMUNICATE AND EFECT NCG Network Change Guidelines FOR TOPOLOGY CHANGES
Senior Network Controller Mar 1990 - May 1994
- MANNING THE NETWORK CONTROL CENTER ON SHIFT
- MONITORING NETWORK NODES IN INDIA
- PERFORMING NETWORK CONFIGURATION CHAGES
- TROUBLE SHOOT NETWORK ISSUES AND ENSURE MAXIMUM NETWORK AVAILIBILITY
- ISSUE SYSTEMS RELATED STATUS REPORTS

Concept Communications Pvt. Ltd.
LAN/Database Administrator Sep 1988 - May 1990
- LAN INSTALLATION AND MAINTENANCE
- SITE-IN-CHARGE FOR MAINTENANCE OF OFFICE LAN AND WORKSTATIONS