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A meticulous Change Leader and an advocate of Operational Excellence, Expert is recognized as a trailblazer in the 360-degree transformation of business/customer experience, expanding the bottom and Top-Line, and spearheading the PMO office. With his most recent pursuits, predominantly in the EMEA region, he champions Return on Investment, Resource Management, and Cost Management Programs.

An individual who has continuously evolved customer experiences with technology and business process optimization, Expert persistently locates the scope for Innovation and proactively actualizes it. Though he brings forth a rich career spanning 18 years, his relentless quest for knowledge and striving to create a culture of innovation have enabled him to take on challenging roles year after year.

For instance, his current pursuit focuses on maximizing product usage and ROI, leading to top-line improvement. His role further encompasses governing the CX strategy across the EMEA region for Life and Health, developing strategies for client to market, and delivering portfolio and program management for enforce treaties across EMEA. In his last position as the Assistant Vice President – Group Customer Service Automation and Transformation for Singapore Post, he showcased his expertise as a technology and people-driven visionary. He joined the company as Project Manager for CCRM with subsequent career progression to Group Customer Service Manager and AVP for Group Customer Service.

Expert’s achievements for the company include savings of 31M+ SGD over a period of five years, commencing 2018, savings worth SGD 2.5M over five years as a result of transition of offshore Contact Centre, and savings worth 400K USD over a period of 5 years for a CRM Storage project. In addition, he led the execution of a highly effective global rollout of Auto Bots. In his earlier stint for TelePerformance, South East Asia in Jakarta, he was a Business Unit Leader, administering SGD 1.2 M worth of annual business and serving as a valuable catalyst in account growth. He worked with Delivery Account Management Leaders and Commercial Directors on CISCO and NICE Implementations, Customer Experience, Quality Processes, and IT lifecycle Automation.

A people engagement specialist and technology evangelist, he brings a blend of efficacious leadership skills in managing people, processes, and technology and subject matter knowledge in promoting technology as a business enabler. Over the 17 years that he’s worked within diverse industry verticals, Expert’s performance and ability to learn continuously have allowed him to gradually undertake Business Driven Decision Making for large Bus, create an actionable digital product strategy, and execute Mission-Critical Global Transformations.

Expert is exceptionally proficient in regional, offshore, and onshore environments and believes in a leadership style that sets examples to secure highly beneficial results across Group Customer Service Automation, Digital Transformation, Transition, Integration, and Process Automation. He promotes Business Analytics (BA), Proactive and Predictive Insights, and Artificial Intelligence to frame data-driven strategies that make the best use of real-time analytics, ROI/ROX, gain, losses, client feedback, and much more. To keep up with evolving customer needs, increasingly competitive markets, and a highly dynamic industry, Expert focuses on balancing Business, IT, and CX needs while coping with technology disruption to distinguish the organizations that he works for from Industry Peers. He has been a firm proponent for Automation and Transformation based on technologies at the forefront of the industry, including Big Data, Data Analytics, Business Intelligence, Business Analysis, Robotic Process Automation, Data Science (In-depth Analytics and Trend Determination), and Artificial Intelligence. This has been evident in his endeavors including the implementation of Enterprise CRM for unified customer experience, the global rollout of Auto Bots, CRM Storage Management for lowered CRM Storage costs and improved CRM performance, and the Implementation of AI and RPA.

Moreover, he has led many Customer Experience (CS) projects, including automation and transformation initiatives across Operations, Quality, Technology, and Process, a Global Consolidation of Contact Centre from the US, CA, and regional operations to Asia, and high-impact Contact Centre Technology and Transition. Expert’s work history is filled with highly informative and in-depth articles that discuss the role of Leadership in CX, RPA, AI, Digital Transformation, etc. In addition, Senior Industry Leaders that he has worked with, including VP, DGM, and MD and Director level professionals, recognize him for his collaborative and encouraging leadership style, work ethic, dynamism, commitment to quality, out-of-the-box approach to solutions, and a strong sense of direction.

Before 2014, Expert was a managerial-level professional in Customer Service & Business Development operations and worked for eminent companies, including Bharati Airtel, Teleperformance (India), Aegis BPO, Aaron Data Solutions, HyperQuality India Pvt. Ltd, iGate Global Solutions, and Inox Global Services (Aryans Communication Inc.). His credentials reflect his commitment to continuous learning across every facet of business(s), which include certifications across Automation & Transformation – BeingCert® - Certified Artificial Intelligence Professional, BeingCert® - Certified IoT Professional, Certified in Analysing and Visualizing Data with Microsoft Power BI, UIPath – Perform Cloud Data Science with Azure Machine Learning, Quality and Process Excellence - Certified Six Sigma Black Belt, and Project Management - Prince 2, Certified Project Manager (IAPM). He is trained as an RPA Analyst from UiPath Training and is also currently pursuing an EMBA in IT from Mewar University.

Throughout it all, Expert has continuously demonstrated his ability to lead through diverse and ever-evolving customer landscapes. He has provided pivotal leadership in leading, mentoring, coaching, and training aspiring leaders and cross–functional teams. He has wide multicultural experience in managing global operations in the US, Australia, Singapore, Indonesia, and India. He is an excellent resource for any service delivery operation requiring world-class capabilities because of his unrelenting tenacity to establish beacons of brilliance.

EXECUTIVE SUMMARY
- Chief advocate and evangelist of data-based decision-making in the top leadership team and at the business unit management level. Key role in driving business innovation through AI, Power BI, and ML while building agile business processes, enhancing and driving a culture of excellence, efficiency, and responsiveness
- Lead the transformation of a business/customer experience through analytically enabled systems
- Owns customer journey, experience, and engagement across development, delivery, operation, and support of all products
- Ensures operational consistency and cultural alignment across the wider business through business process optimization and innovation
- Drives business assets (information, data, and resources) toward ensuring advanced business performance, cost reduction, improved quality, and resource excellence
- Delivering thought leadership on strong validation of IT security, risk, change management, and service delivery
- Expert communicator with skills in analyzing metrics, reengineering business processes, and building relationships