Chetan Sompura
Head of Integrated Operations @Orange Business
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WORK HISTORY
Head of Integrated Operations @Orange Business
Gurugram, IN
Leading the Global Managed technical Service center comprising team of 3 operational Managers, 50+ engineers engaged in Managed Service support provided by Orange to enterprise customers globally.Manage the Smart Service desk team ensuring consistent and quality service to the customer\'s in line with all SLA and KPI. implemented effective strategies & processes, ensuring good Net Promote Score.Instrumental in setting up Global Service Centers for large enterprise customers ensuring seamless transition of new Service desks/Services/Technology with enhanced customer satisfaction and consistent achievement of KPI and targets.Strategize and lead direction of the Enterprise Delivery Operations to be able to successfully transform and deliver new services and productsOverall management of the cost budget, control and prediction of the resource, training, etc. on a yearly basis.Implementing employee and talent retention initiatives through employee connect program and thus ensuring attrition within the organization targets. Mentoring and coaching Team Managers and respective Service desk TeamsLead customer executive visits to India center and participated/led multiple process re-engineering workshops (in India and offshore) to align our processes in line with customer expectations. Interlock closely with the Sales and Marketing team in the new customer business and contract renewals.Led Transformational projects in terms of Business Operations evolution, operational excellence, up skilled team and customer experience Effectively governed and led overall Employee Engagement and CSR Program in India Global Competency centerAccountable in Managing Performance and quality Analyst Team responsible for tracking and driving Operational performance KPI, incident excellence compliance and continual improvement projects.
EDUCATION
St. Anthony's High School - India
SSC Secondary education
Peoples Education Societys Siddharth College of Arts Science & Commerce Anand Bhavan Dr D N Road Fort Mumbai 400 023
HSC Higher Secondary education
Shah And Anchor Kutchhi Engineering College
D.E.R.E.- Diploma in Electronics amd Radio Engineering
The University of Texas at Austin
Post Graduate Program in Artificial Intelligence
Newport University
B.S.
SKILLS
ABOUT CHETAN SOMPURA
With over 18+ years of experience in managing global integrated operations for enterprise…
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