Praveen Menon Mobile: +91-77609-66451Email: pavimenon@gmail.comLinkedIn: in.linkedin.com/in/praveensep11/

EXECUTIVE SUMMARY

17 years of experience with 9½ years in Telecom (GSM) / Conferencing Operations and 7½ years in Contact Center Operations. Worked with BPL Mobile, AirTel, 24/7 Customer, Office Tiger and Dell.

Currently with InterCall (www.intercall.com) / West UC (www.west.com ) . Led India Operations for the first 20 months and currently serving as Director – Carrier Strategy, Asia Pacific.

AREAS OF EXPERTISE

Operational ExcellenceTechnology Driven OperationsBusiness Planning, Budgeting and AnalysisEmployee Engagement & Retention ProgramsBuilding and Managing Large TeamsProject/Program ManagementDeveloping Vendor & Supplier Ecosystems

WEST UC

Director – Carrier Management, Asia Pacific (May 2013 to present) Responsible for the APAC Telecommunication Strategic Carrier relationships with an overall strategic

goal of developing and expanding these relationships to fully integrated partnerships. Manage a budget of approx., US$65 million per annum, across multiple carrier relationships and

operating infrastructure in 9 Countries in APAC. Planned and executed Variable cost saving initiatives to the tune of US$2 Million in 2014, US$4.5

Million in 2015 and US$4.5 Million (3 Quarters) in 2016. Slated to close 2016 at US$ 5.5 Million. Delivering a high level of customer service via Service Level Agreements (SLA’s) and ensuring

Quality of Service (QoS) and Service uptime of 98% +.

Senior Manager – India Operations (July 2011 to April 2013) Responsible for overseeing and guiding the following teams in India – Telecom; IT; BPO – IT, Call

Center; Customer Support & Quality. Project managed and executed an Infrastructure expansion and customer migration for India

Operations with a CapEx of US$2.5 million along with contract negotiation and commercials with a top 3 telecom provider.

DELL INTERNATIONAL SERVICES

Revenue Lead / Project Program Management Advisor (May 2010: July 2011) Program lead for Revenue & Margin generation for the UKI Consumer business. Delivered US$ 12 Million revenue for the FY 2010 and ensured the program became a profit center

from a cost center. Planned and executed delivery of US$5.8 Million in Margin to ensure the business was OI Positive,

from May 2010 – Jan 2011. Assessed, Audited and Implemented business controls for the program by using the CSA (Control

Self-Assessment), leading to process re-engineering and standardization. Sarbanes-Oxley Act of 2002. Ensuring Corporate Governance and Financial Disclosure.

Responsible for ISO Certification of the program involving both Internal and external auditing of the process.

Site Lead (OSP, Manila – Feb 2010: April 2010) Ensured a smooth transition (ramp down/close) of operations of the tech support process at Manila

at an Outsourced Partner Site. Ensured employee transition to another program and retention of 85% of them within the

organization.

Sr. Team Manager/Team Manager (Nov’ 2005 – Jan’ 2010) Managed a team of front line staff & supervisors to consistently achieve 108% of revenue targets

and maintained customer satisfaction scores above 85% for over a year (2009) as a Team Manager.

Resulted in winning several awards - “Team Manager of the Quarter”, “Flawless Execution”, “Team Manager of the Segment” awards.

Program managed the “Hearts and Minds” program to drive employee engagement and experience and retention. Was awarded the “Smart Step” award for driving down attrition by 65%.

Was responsible for mentoring and nurturing new teams to make them production ready.

OFFICETIGER DATABASE SYSTEMS

Client Manager (April 2005 – Sep’ 2005) Operating as a vital link between the client and the operations teams. Supervised performance, employee engagement of a team of document specialists, proofreaders

and quality control specialists. Highly confidential role in dealing with Investment banks and Fortune 100 organizations.

24/7 CUSTOMER

Team Lead (Nov’ 2003 – Feb’ 2005) Managed a 25 member program for an UK client. Was responsible for SLA’s, hiring, productivity and employee engagement.

AirTel Territory Sales Manager - Prepaid Sales (Jan’ 2003 – Oct’ 2003) Achievement of sales, revenue/acquisition target. Increase product availability by expanding the retail outlet base and improve distributor profitability. Hire, train and manage sales and customer service executives. Achieved 110% of sales achievement for the fiscal 2003, in 8 months.

Senior Executive, Marketing – Postpaid and VAS (Nov’2001 – Dec’ 2002) Successfully planned, implemented and executed the launch of the Postpaid Brand & Value Added

Services for the Postpaid Brand for Airtel - Kerala. Responsible for pricing, marketing communication and Pre and Post-Sales Support. Launched the 32K SIM card, SMS based services, during the World Cup Cricket, SMS in 10 languages,

`Voice Portal' (voice recognition system) product and MMS & GPRS for the subscribers.

BPL CELLULAR LIMITED (BPL MOBILE)

Management Trainee / Project Trainee - Marketing (Jan’ 2000 – Oct’ 2001) Responsible for reporting and MIS Management. Liaison with the Product Development team at corporate office and the local technical team to test

and launch new technology products / services. Studied and analyzed the feasibility of expanding operations to the non - operational towns. This

project involved: Field Visits, Costing (NPV), SWOT Analysis, Network Plan Formulation, Network Optimization & Reviewing the coverage and capacity requirements.

OMC (Operations & Maintenance Centre) Trainee (Jan’ 1998 – Sep’ 1998) Operated, maintained and administered (configuration & disaster management) of the GSM network. Used the NMS (Network Management System) to manage and administer the network and ensuring

zero downtime of the network. Responsible for installing a new HLR on the Oracle Database.

Training & Programs attended Attended a one day workshop on Creativity & Innovation (Dell International Services) One of the four participants in a Global Talent Academy Program across EMEA (Dell International

Services) Successfully completed the certification program in CBI-Competency Based Interviewing (Dell

International Services) Participated and successfully completed the HR-G (Generalist) certification program to build key HR

skills. (Dell International Services) Attended and participated in a Leadership Academy Program to build key Leadership Skills and

attended a Leadership Essentials Program. (Dell International Services) Trained on the Kenan Billing System for Operations by Lucent Technologies. (Bharti Cellular Ltd) Trained by `Service Quality Centre', Singapore for `Reach the stars program'. (BPL Cellular Ltd) Attended and participated in and `Innovative Marketing Strategies' program held by XLRI. (BPL

Cellular Ltd) Certified Novell Engineer on Netware 3.12 and 4.1.

Education & Personal Information Bachelor's Degree in Computer Science from Bharathiar University, Coimbatore Languages known - English, Hindi, Malayalam, Tamil & Kannada.