As an Associate Program Manager at TCS, I lead the implementation of IVA (Intelligent Virtual Assistant) and IVR (Interactive Voice Response) programs using the Genesys platform.I have over 11 years of experience in IT operations. My responsibilities include project planning, managing cross-functional teams, and integrating advanced conversational AI technologies to enhance customer experience and efficiency. Additionally, I have contributed to projects in reporting and workforce management, supporting teams for high-value clients. I have also managed end-device operations and desk-side support centers across Asia and North America, ensuring seamless service delivery and operational excellence. I am certified in ITIL V4, Lean Six Sigma, Agile methodologies, and I have a bachelor's degree in business management and operations. My mission is to deliver quality service by ensuring accurate data analysis and developing dashboards to effectively communicate performance management results and recommendations to key stakeholders and clients. I have successfully managed RFPs, RFIs, and business sizing for Support Services, while actively participating in project transitions, service delivery, and customer engagement initiatives. I am proficient in using data visualization tools like Microsoft Power BI, ServiceNow, Salesforce, and other platforms to enable data-driven decision-making and problem-solving. Passionate about customer satisfaction and employee engagement, I strive to improve processes, minimize human errors, and uphold excellent service standards to achieve business excellence."