Projects & Assignments

Project / Assignment Key tasks undertaken
First Gulf bank, UAE
  • Established performance & quality framework for the Contact Centre
  • Optimization of call centre processes and technology and road map for future initiatives
  • Best Practice implementation
  • Training of key resources for contact centre management
(In consortium with Servion)
A leading Private sector bank in India
  • Project Management of KYC (Delhi, Himachal, Punjab, Haryana, Rajasthan, UP, Uttaranchal, Gujarat, Maharashtra, Goa)
(In consortium with Softage Infromation Technology Ltd)

3Telecom, Indonesia
  • Detailed pre-launch assessment and alignment of all Telecom processes ( as well as key inter-function linkages) including mystery audits, testing & competition benchmarking 
  • Establishing key metrics for the Service Operations teams focussing on Cost efficiencies
  • Proposal evaluation for the call centre & technology outsourcing 
  • Budgeting & forecasting
  • Optimization of the existing call centre & walk-in performance on key metrics

Vodafone Essar Telecom
  • Retail Service Quality improvement program
  • Mystery shopping
  • Point-of-Sale Audits

Aircel Limited
  • Process design and documentation
  • Competition Benchmarking
Mahindra Holidays
  • Mapping typical lifecycle & major events
  • Analyse opportunities for Proactive Service Management, define desired processes needed based on outcomes
  • Identifying gaps in Member Profiling & Data capture, and define steps & processes needed to enrich Data
  • Study existing CRM & other allied systems for ability to support Data Capture & Analytics 
  • Define Outcomes OR Measures for new processes
  • Define roadmap for implementation & pilot design


Pind Balluchi
  • Mystery dining
  • Guest retention
  • Up-sell & cross-sell training
  • Frontline training

The French Loaf
  • Market research : Territory potential
  • Competition benchmarking
  • Improving retail experience
  • Customer relationship model for repeat business
  • Improve visibility and reach

Red Hot Cafe
  • Mystery dining
  • Up-sell & cross-sell training
  • Frontline training


Funcity, India
(Part of Landmark Group, UAE)
  • Customer life cycle management
  • Customer retention program
  • Revenue optimization
  • Customer segmentation
Centre For Sight
  • Service audit – Experience & Standardization.
  • Recommendations on service improvement, standardization & technology deployment

Softage India Pvt Ltd,
New Delhi
  • Management Development Programme
  • Organizational restructuring
  • Skills training : Team building, quality improvement tools, presentation skills
  • Workshop on execution excellence

Interactive World
  • Service Marketing design
  • Distribution process design and  training


Unicharm Corporation
  • Customer response management
  • Outbound telecalling

Institute of Management Technology, Ghaziabad
  • Visiting faculty for delivering lectures on Customer Relationship Management for PGDBM students