Dec 2023 – Mar 2024 · 3 mos · Noida, Uttar Pradesh, India · Remote

Mar 2023 – Dec 2023 · 9 mos · Noida, Uttar Pradesh, India · On-site

• Conducted AS-IS and TO-BE process mapping, performed gap analysis and documented detailed SRS/FRS to translate business needs into digital solution requirements for government-facing programmes.
• Led workflow optimisation and service-transformation efforts, increasing client retention from 34% to 62% by streamlining processes and improving service delivery.
• Aligned and optimized end-to-end business operations, expanding the service/product portfolio and driving revenue growth of 25%, through process standardisation and automation.
• Managed budgets and implemented cost-control measures, reducing operational production costs from 22% to 14% while maintaining high research/service quality standards.
• Oversaw project planning and execution within digital transformation programmes, ensuring timely delivery and achieving a 15% reduction in delivery time through strong governance and monitoring.
• Spearheaded technology integration initiatives (e.g., CRM-synchronised WhatsApp service channels, new client self-service portals), enhancing citizen engagement, operational transparency and responsiveness.
• Defined and monitored performance metrics / KPIs, provided regular analytical reports to senior management to support data-driven decision-making and continuous improvement.
• Designed and delivered training programmes for cross-functional teams to build digital literacy and change readiness, embedding a culture of continuous improvement.
• Collaborated with stakeholders across functions (e.g., audit, web analytics, operations, sales) to support strategic planning and develop long-term business strategies rooted in operational insights and digital readiness.
• Monitored and audited service-delivery channels (sales calls, chats, service scripts), provided feedback to a team of 24 associates, improving service quality, compliance and client experience.

Dec 2021 – Aug 2022 · 8 mos · Noida, Uttar Pradesh, India · On-site

Apr 2019 – Oct 2021 · 2 yrs 6 mos

• Team Leadership: Mentored and led a high-performing research team of 20 research associates dealing in mix of quantitative and qualitative data further analysis.
• Project Management: Successfully managed short term rapid projects, meeting timelines and budgets for approx 20 deliveries per week.
• Client Engagement: Built strong relationships, translating needs into actionable plans to keep the client dissatisfaction rate at 1.5%.
• Market Intelligence: Conducted in-depth research for trends and opportunities via applying different theories like Pestle analysis, SWOT analysis, Porters Five Forces, BCG Analysis, VRIO Analysis etc.
• Cross-Functional Collaboration: Worked closely with cross-functional teams, including marketing, supply chain and operations, and project management to integrate research findings into business plans.
• Reporting Skills: Produced concise reports and presentations for diverse audiences, including senior management and external stakeholders.
• Risk Mitigation: Assessed risks and implemented strategies for project success based on the various expectations of clients.
• Data Analysis: Applied statistical methods for impactful insights via excel/spss.
• Major Achievements:
• 1. Awarded Manager of the year for exception service delivery with maximum revenue and quality to client with minimal defect rate.
• 2. Increased annual revenue by approx. 4 Cr via introducing new product domain and category in portfolio.
• 3. Increased new-hire retention by 80% within the team.

Feb 2019 – Mar 2019 · 1 mo

• 1. Prepared variety of different written communications, reports and documents of 2000-2500 Words Per Day.
• 2. Market Research on Product & Competitor Brands for Competitive Analysis and Industry Insights.
• 3. SWOT; PESTLE; BCG; Porters Five Forces etc. application and implication of research via report draft.
• 4. Requirement Gathering and Stakeholder Management.
• 5. Drafts questionnaires, polls, surveys, and other data collection resources.
• 6. Reports findings, complete with graphs illustrating data and written text explaining complex findings.
• 7. Project Management reports, Gantt chart developement, WBS, Budgeting and estimation followed by risk measurement and matrix development etc.

Jun 2018 – Feb 2019 · 8 mos

Oct 2017 – Jun 2018 · 8 mos · Noida Area, India

• Operations Strategy & Planning: Directed day-to-day operations of a cross-functional team of 12 Subject Matter Experts (SMEs) to ensure streamlined workflows, optimal resource allocation, and adherence to delivery SLAs.
• Project Management: Successfully led 6+ projects from initiation to completion, ensuring on-time and within-budget delivery through effective planning, stakeholder coordination, and milestone tracking.
• Vendor & Partner Management: Established and maintained productive relationships with 4 key vendors, overseeing contract management, performance monitoring, and risk mitigation to ensure consistent service quality and delivery compliance.
• Projects Executed: Led and supported projects across diverse domains including Alt-Text Accessibility, K12/Higher Education Content Development, Assessment Design, Mock Test Creation, Q&A Board Management, and Online Tutoring Platforms.
• Client Engagement: Managed client relations and delivery expectations for reputed organizations such as Wiley, Disha Publications, Six Red Marbles, NIIT Technologies, Brainly, Study.com, LEAD School, Codecademy, and Straive Technologies.
• Quality Assurance & Reporting: Ensured all project deliverables met defined quality benchmarks and compliance standards through structured reviews, performance reports, and client feedback analysis.
• Continuous Improvement: Identified process bottlenecks and implemented operational enhancements to improve turnaround time, resource utilization, and overall client satisfaction.

Apr 2017 – Oct 2017 · 6 mos · Noida Area, India