Abhishek Roy EXPERIENCE SUMMARY____________________________________________________

Mobile: +91-8830739736
E-Mail: roy.abhe@gmail.com 25+ years and 470+ successfully delivered projects in India, across Europe and USA.
LinkedIn: https://www.linkedin.com/in/abhishekroy99 Multi-Million-dollar project executions, large scale software product development, and
implementations. Seasoned professional with performance embellished record in project
“Time to Market” and “Customer is King” management from initiation to delivery. Strategic bridge among product, project,
customers, and consultants. Deliver projects within cost, quality, scope & timelines.
CORE COMPETENCIES & SKILLS IT DOMAIN KNOWLEDGE __________________________________________
• Global Program Management
• Delivery Operations and Revenue Realization • Connect Platform Voice, SMS, Chatbot and WhatsApp Platform
• PMO Office and PMO Center of Excellence • Unified Communications UCaaS, UPaaS, etc.
• Customer Delight and Adoption • PBX Core software, video calling, mobile capabilities like Connect Client, SMC, TW,
• Vertical, Practice and Cluster Management MiCloud, MiCollab etc.).
• Account and Escalation Management • Telephony IVR, TPC, TPM, Microsoft’s DNN, MSE, Assist, Vivid Speech and Omni
• Stakeholder and Conflict Management channel of [24]7.
• Change Management flag bearer • Governance, Risk and Compliance (GRC) like MetricStream, Archer etc.
• Cross-Functional Collaboration
• Pharma/HealthCare Vertical
• Hiring and Org Recruitment Panelist
• HIPAA, 21 CFR Part 11, Clinical Drug Trial Process, Ethics and Compliance
• Relationship and Team Building
• Others
o Accounts Payable and Receivable applications like Contempus, Readsoft
Global Customer Exposure with: o Time and Attendance system like ADP, QuickBooks, Kronos, and Ceridian
• Apple (San Francisco, Bay Area, USA) o Document Mgmt. systems like Qumas, Documentum and DigiOffice 2000
• ExxonMobil (Houston, Texas, USA)
• Bank of America (NY, USA) WORK HISTORY_________________________________________________________
• Procter and Gamble (Cincinnati, Ohio, USA)
Director - Platform Delivery (Operations and Revenue)
• Novartis Pharma (New Jersey, NJ, USA)
Nov 2021 – Aug 2023
• USAA (Houston, Texas, USA)
• DTCC (Manhattan, NY, USA)
Exotel Techcom Pvt. Ltd., Bengaluru, India
• Air Canada (Ottawa, Canada)
• Farmers Insurance (Houston, TX, USA) Role and Responsibilities:
• Actavis (Iceland, UK, USA) • Leveraged the full potential of Salesforce, resulting in heightened customer
engagement and satisfaction by seamless integration of Sales and Service Cloud
CRM software.
SOFTWARE TOOLS
• Salesforce (Sales and Service Cloud)
• Working on the Top Line Revenue from the Delivery BU (~ 40 Cr INR Annually)
• Siebel, Pipedrive • Top Revenue generating Team across all Delivery teams (total of 6) for last 4
• MS Project, Visio, Planview, Click Up quarters. Highest Monthly Revenue achieved was 2.78 Cr INR
• ERP (SAP B1, JD Edwards, Navision) • Responsible for P&L for entire Platform Delivery Org
• DBs (Oracle, SQL Server, Access) • 97% CSAT across 4 Quarters (across 310+ projects)
• GRC (MetricStream, RSA Archer) • Have been rated the Best Manager (score of 9.38 out of 10) across the entire
• Confluence, Jira, Wiki Support and Delivery BU for the entire FY 22-23
• Redmine, Bugzilla, OpenAir • Hiring, Training, Up-skilling, and managing a team of 14-20 in a span of 4 months
• MS Office Suite for a Single Voice and SMS Platform
• Team’s Yearly Appraisal, 360 feedback, Quarterly Coaching Conversations
CERTIFICATION(s) • Managing a high-performing team of Onboarding, Platform Delivery, Operations
• SAFe 5.0 Practitioner and Revenue
• ICP-CAT; ICP-ACC
• CSP-SM; Advanced-CSM; CSM; CSPO Senior Program Manager (Head - Program Management)
• PMP Trained Jan 2017 – Nov 2021
• America Management Association (AMA) Mitel Networks India Pvt. Ltd., Bengaluru, India
• GRC Architect Certified by MetricStream
• GMP/e-GMP (Good Manufacturing Practice)
Role and Responsibilities:
• SAP Business One (2005) Solution Consultant
• Leading SAFe Implementation and Agile Center of Excellence for FY 2021-22 for all
• Diploma in RDBMS from Datapro InfoWorld
the Product teams. Leading the RTE team and working on the SAFe Training and
Roll-out plans.
HOBBIES • Completed the Agile Transformation for 5 Scrum teams in FY 2020-21. Currently
• Marathoner 80% of all the teams in Mitel as completely Agile and follow entire Scrum
• Avid Motorcyclist
framework.
• Travelling
• Managing a total Product and Project Portfolio of 12-15 MN USD per year
• Photography
• Nature-Lover • Total Project Team Strength of 150+ people across the Globe. Part of India
Leadership Team
• Improving the efficiency of India Delivery Organization (IDO) wide projects through
structured approach, strategic program, and prioritization.
Engagement Manager
Jan 2015 – Aug 2016
[24]7 Customer Inc., Campbell, California, USA
Role and Responsibilities:
• Successfully managed project budgets / maintained / increased ROI for portfolio between 9-12 MN USD customer accounts
• Improved ROI by 2.3% in a single year by strategically pricing value-added services and identifying opportunities to upsell / cross-
sell. Accomplished / maintained an average CSAT score of 91% across all customer accounts
• Served as primary escalation point and managed operational SLAs, problem resolution and change management of services.
Contracted by customers with [24]7 and with partner vendors like XO, AT&T, Verint and Safelite
• Spearheaded the entire migration/upgrade of [24]7's services in support of complex infrastructure changes, new service
deployments and financial restructuring within the customer organizations
• Managed Project and Program Managers throughout the Custom Application Delivery Phase. Mentored, Coached and trained
project teams in Campbell, Bangalore and Manila.

Solution Manager
Feb 2011 – Dec 2014
MetricStream Inc., Palo Alto, California, USA and Bengaluru, India
Role and Responsibilities:
• Maintained / increased ROI for portfolio between 6-8 MN USD customer accounts
• Analyzed business requirements and prepared an estimation that included the understanding of feasibility of the current
application. Mapped current state against future state processes. Augmented revenues from 4 - 8 MN USD by cross-selling and
upselling
• Conceived, designed, architected, executed, and implemented MetricStream knowledge-sharing solutions for customers
resulting in increased revenues and enhancing profitability
• Provided insights and enhanced the evolution of applications and processes to a desired future state by maintaining a
comprehensive understanding of impact on business operations.
• Analyzed problems provided the most efficient business solution. Consulted Product Technical teams for Business Analysis,
Product Deployment, Environment Analysis and Domain Analysis. Gained additional revenues of 1 – 2 MN USD by up-selling
• Worked extensively with the On-Shore and Offshore Project team for timely Deliverables from the teams, clients, vendors and
team management
• Visited client locations for a short period of time and analyzing the business requirements. Analyzed risks, deliverables, timelines,
re-visiting project plan and re-visited scope. Handling UAT, Training Session and discussed about business strategies.

Implementation Manager
Jul 2007 – Jan 2011
Actavis Pharma A/S, Copenhagen, Denmark
Role and Responsibilities:
• Project and Off-shore process management. Team & Talent Management, Training, Employee & People management. Problem
analysis and providing solution & Created Process and Procedure SOPs.
• Consulting with the Qumas Technical team for Project Mgmt., Knowledge-sharing, Site-Level business analysis.
• Installation of Contempus & Read-Soft using Citrix, Qumas using different technologies like VPN, Citrix thin client. Implemented
Contempus/Read soft across 18 countries in Western Europe.
• Interaction with different vendors like for IBM Web sphere, JDE, Navision, SAP for data-migration and interfaces

PREVIOUS WORK ASSIGNMENTS_______________________________________________________________________

• Implementation Manager, Credence Analytics, Mumbai, India, 2006 – 2007
• Senior Implementation Engineer, iSarla Inc., Seekonk, Massachusetts, USA, 2004 - 2006
• Senior Helpdesk Engineer, Sutherland Global Services Ltd., Mumbai, India, 2002 – 2004
• Implementation Lead, Boshu Software Services Pvt. Ltd., Mumbai, India, 1998 – 2002

ACADEMIC CREDENTIALS ___________________________________________________________________________

• Executive MBA, Planning, Operations and Business Strategy, S P Jain (SPJIMR), Mumbai, India (2010 – 2013)
• Master of Computer Applications, IGNOU, Mumbai, India (2000-2003)
• Bachelor of Science - Physics, Mumbai University, Mumbai, India (1995 – 1998)