Sep 2022 – Feb 2023 · 5 mos · Gurugram, Haryana, India

• Led and managed a team of 200+ customer success managers in driving high performance.
• Collaborated cross-functionally to align customer success initiatives.
• Implemented metrics and KPIs to measure and improve team performance.
• Developed and executed customer success strategies, resulting in increased satisfaction, retention, and revenue.
• Improved customer satisfaction from 72% to 95%, achieving all KPIs and retaining all customers.
• Developed strong communication and organizational skills through group projects.
• Resolved challenges, streamlined operations, and provided exceptional service.
• Utilized data entry, analysis, and reporting for effective decision-making.
• Demonstrated initiative and creativity in tackling difficult tasks

Feb 2020 – Apr 2022 · 2 yrs 2 mos · Gurgaon, Haryana

• Highly recognised for delivering and contributing the best performance for the entire PSN project for a UK client by the C level management.
• Well appreciated for monitoring and tracking the process of workflow from the work from home concept.
• Administering the end-to-end operations lead of an SME team to create a pictorial representation of storyboard for the educational curriculum (Std 6 to Std 9) in Virtual Reality platform for English, Maths & Science and delivering the overall presentation to the design team
• Heading the quality team to approve the animations developed by the content team and design team to reflect in the VR Environment, in consultation with the development team before going live
• Ensures quality team reverts to the design team pertaining to the pictorial depiction for accuracy within the given TAT.
• Examines and finalises the content of the entire critical projects, pre delivering to the clients with the support of 150+ associates
• Manage, inspire and motivate several Operation Managers to ensure operational excellence, high employee engagement and service improvement
• Executes a well-defined Communication and Engagement model to ensure all teams understand the performance of the project
• Enrols and on boards new joinees through campus and walk-ins, assist them by providing the suitable training courses
• Ensures the audit is conducted systematically for effectiveness and performance within ISO 9001.

Feb 2018 – Jul 2019 · 1 yr 5 mos · Hyderabad, Telangana, India

• Single headedly digitalised the entire backend process from manual sheets, Karvy Fintech
• Directed the backend operations team to handle the customer change request on their details in the mutual fund policy
• Thrived to focus on KPI’s, KRA’s, employee engagement, managing customer satisfaction to maintain excellent service level
• Guided over 115 executives from the backend team to perform 184 change requests from the customers
• Worked with a team of 35 agents from escalation desk governed by SEBI to handle all the critical grievances and complaints Coordinated with Reliance Mutual Fund head to resolve all the queries related to SEBI complaints
• Retorted the status of the complaint updation to SEBI and ascertained all the grievances are resolved
• Deployed suitable agents to follow the best practices & mentor them accordingly on testing tools for providing premium service
• Recruited, trained, supported managers and generated reports(weekly/monthly) to update the status to the senior management.

Apr 2015 – Jan 2018 · 2 yrs 9 mos · Kolkata Area, India

• A founding member, favoured ideation, developed business, & formulated a detailed project plan for funding a start-up company.
• Identified loan seekers from social media (LinkedIn, Twitter, FB) for social selling and associated them with banks in UK and US

Jun 2013 – Apr 2015 · 1 yr 10 mos · Kolkata Area, India

• Oversaw the adoption of the customer service department’s vision, goals and objectives at all levels.
• Determined key strategic direction of operations for international voice & non-voice process.
• Drove the necessary changes for the improvement of operating and organisational efficiency of the customer support team.
• Hired and trained new customer service staff members, brainstormed ways to streamline the service process.
• Ensures that customer support activities are seen to deliver measurable and significant value to the businesses.

Aug 2011 – Jun 2013 · 1 yr 10 mos · Kolkata Area, India

• Worked with the management from the company’s emerging stage till operations going live.
• Headed voice & non-voice process with BSNL as the predominant client for the pilot team of the East sector - Kolkata & Bhubaneswar.
• Established an efficient & balanced workflow to accelerate efficiency and produce high levels of service quality .
• Presented monthly, quarterly and annual statements, analyses, and reports of operations.

Jun 2008 – Jun 2011 · 3 yrs · Vishakhapatnam Area, India

• Heading the Inbound Customer Service of the biggest Telecom Brand in the World.
• Lead, direct and manage inbound site operations for 200 members to ensure that the operations staffs execute service agreements at or above the customer's standards and meet quality and productivity.
• Adhering TATs and SLAs as per the contract.
• Ensuring Client Satisfaction. Look into and Resolve Customer Issues & Escalations
• Periodic Product and process Training of Team.
• Manage, coach and develop the TL's and AM's and also provide individual development opportunities and conduct performance reviews and appraisals
• Maximize profitability through superior customer service, effective and prompt communication and follow-up on all pending matters with the customer.
• Maintain a clean, professional and safe working environment by inspecting and scheduling maintenance, and ensuring that all office and warehouse equipment is properly accounted for and in safe working condition.
• Responsibility also involves team allocation, preparation of performance reports and individual performance tracking.
• Review call center statistics to measure staff performance and the need for improvement.
• Integral part of the recruitment team. Coordinate the interviewing, hiring and training of customer service representatives.
• Utilize superior communications skills to motivate staff and develop effective working relationships with peers, executives and clients.
• Train and certify new employees on all IBM standard Policies.
• To ensure all external audits and compliance are met.
• Shrinkage & Attrition control
• One point of contact for all client end escalation and close looping.
• Started and piloted the Escalation Desk and solely managed SL's.
• Undergoing Green Belt Training and the project is aimed at getting C-Sat SL in rewards.

Dec 2004 – May 2008 · 3 yrs 5 mos · Kolkata, West Bengal, India

• Operations Manager for the core team and is responsible for setting up the Pilot Process for one of the renowned inbound Telecom brands in the world.
• Heading the Inbound Customer Service of the biggest Telecom Brand in the World.
• Leading and motivating a Team Size of 100+ members in a very challenging environment to meet the quality and productivity targets.
• Administered performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans.
• Performed quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives.
• Conduct group training sessions on client products and services.
• Attending call calibrations with the clients and prepare reports to update the Business Area. Single one point of contact for client updates and play a major role in client interactions.
• Responsibility involves setting up the SOP for escalation, preparing rosters, team allocation, performance reports and individual performance tracking.
• Coordinated interviewing, hiring and training of customer service representatives.
• Led a 20 member quality team to improve and address areas of Development. The scores published by this team are used as the basis for incentive payouts.
• Handled high-end customer escalations with the Call Resolution Team (CRT).
• Led the Rewards and Recognition Committee of 10 members.
• Underwent different leadership Management Programs.
• Ensured all external audits and compliance are met.

Mar 2004 – Dec 2005 · 1 yr 9 mos · Bangalore/ Kolkata

• An integral part of the US Mortgages and the US credit card team.
• Led a team of 15 members in a challenging environment to meet the quality and productivity standards.
• Nurtured team members and provide ongoing feedback and recognition
• Monitored performance and conduct performance reviews at regular intervals.
• Provided for individual KPIs and maintain records in line with the set objectives.
• Resolved complex queries and handled customer escalation.
• Call calibrations with the Managers to get in sink with the Business Area.
• As Indian Quality Team, responsible for monitoring calls and delivering feedback.
• Prepared the daily and monthly team performance report and forward it to the higher management team.
• As member of Training and Development team, responsible for arranging training programs and refresher courses.

Jun 2002 – Dec 2003 · 1 yr 6 mos · New Delhi Area, India

• Pilot batch for the U.S Capital One Credit card outbound process.
• Secured promotion as a team leader within 8 months of joining the process.
• Led a team of 18 members to meet the sales and quality targets.
• Coached and developed team on the sales tips and quality parameters.
• Conducted individual performance reviews.
• Additionally, conducted process training for the new ongoing batches.