Nov 2023 – Feb 2024 · 3 mos

Nov 2022 – Oct 2023 · 11 mos · Bengaluru, Karnataka, India · On-site

Oct 2021 – Dec 2022 · 1 yr 2 mos · Bengaluru, Karnataka, India

Sep 2019 – Aug 2021 · 1 yr 11 mos · Bengaluru, Karnataka, India

• Head the support team.
• Forecast & plan headcount to ensure relevant service levels are met.
• Metrics/OKR planning across various LOB’s (Inbound, Outbound, Renewals & Release Management teams)
• Set up Escalation & L2 desk to handle Inhouse Seniors, Lender Partners, Social Media, & Offline walk-in escalations.
• Manage the NPA accounts at a lender level & reduce auction based churn.
• Forecast & build calling strategy for Collections.
• Risk Collection Team was set up to ensure the LTV difference amount is collected, to avoid risk to business.

Sep 2015 – Apr 2019 · 3 yrs 7 mos

• Scaling the initial 3 member pilot team to a span of 100+ CS team.
• Setting up telephony services, in compliance with the rules laid by TRAI.
• Enhancement made on Cloud telephony to ACD (fixed line) systems for better customer experience.
• Based on capacity & forecast, designed the AOP (YOY) for CS function.
• Effectively undertook and oversaw cross functional change management and process initiatives to drive CSAT.
• Initiatives taken to reduce the overall TAT with IVR personalization, changes in issue type wise work flows.
• Presently leading & developed a team of Managers, Assistant Managers, Team Leaders, Trainers & Process Coach.
• Efficiently used MIS to manage the teams in terms of Service levels, Quality, Utilization and performance.
• Handling multiple LOBs – E-mail Desk, Inbound, Escalation Desk, & set up Support functions
• Create and align KRAs of all the employees within the program.
• Conceptualized & developed multi skilled work force for cross utilization within sub processes for optimum efficiency and profitability of business.
• Positioning refresher training for teams (based on TNI from QA reports and live audits).
• Understanding the Recruitment, Training & Quality requirements while Process Transition.
• Evaluating the effectiveness of training programs by developing pre/ post assessment programs

Sep 2015 – May 2016 · 8 mos

Aug 2014 – Sep 2015 · 1 yr 1 mo · Bangalore

• Handled multiple process, Buying Assistance, L2 Support, Large category service, & support.
• Part of setting up an entire outsource support center for Buying Assistance.
• Transition Management to assist our partner to overcome the learning curve.
• Execution of additional trainings on new product launch for better customer experience.
• Planned & Transitioned multi skilling of executives which helped in better utilization of manpower.
• Create incentive plans which are aligned to business goals.
• Conduct business reviews to understand trends & efficiency of the business.
• Capturing the Voice of Customer and ensure the necessary changes are made on the website and propose process changes to relevant stakeholders
• Develop & implement employee training.

Feb 2013 – Jul 2014 · 1 yr 5 mos · Bangalore

• Manage multiple LOB’s such as L1, L2, B2B & Email Support, drive Revenue & Conversion metrics.
• L1 Team: Responsible for handling a span of 100 Consultants along with 4 Leads.
• Planning & Executing headcount, Support & Administrative coverage during peak & non-peak day to ensure maximum productivity.
• Meet & exceed program targets in terms of Revenue & Sales.
• Utilizing the resource as per the skill set & ensuring the best of results being yielded.
• Planning & Executing Daily, Weekly & Monthly performance based RnR, to boost the morale of the span.
• L2 Support: Responsible for handling 6 consultants.
• TAT based support on the incoming tickets.
• Liaise with Category & BD to ensure the right info is given to customer.
• Forecast Target based on historical trend & upcoming peak days.
• Monitor & mentor team members to ensure core KPI’s are achieved.
• B2B Support: Responsible for handling 5 consultants
• Set target based on historical trend & Leads based on current pipeline.
• Ensuring compliance & commitment is met with the customer.
• Email Support: Responsible for handling 5 consultants.
• Set Revenue & Conversion targets based on volume trend.
• Ensuring TAT & Quality parameters are met.
• Coaching aspiring consultants on their next role.

Sep 2011 – Feb 2013 · 1 yr 5 mos · Bangalore

• Manage multiple LOB’s such as I/B,O/B, Backend, Field Staff Support, & Returns Management.
• Responsible for meeting process targets through motivating and developing staff, consistently achieving and surpassing Key Performance Indicators.
• Personal mentoring and performance management – Mentoring Team Members, career-graphing and driving results with high emphasis on Quality. Check, and correct deviations if any, in their performance curve and initiate action or developmental plan.
• Supervise one of the shifts completely in terms of optimization of leads utilized and the work force available.
• Maintain incentive & performance score card for consultants.
• Handling escalations.
• Achieving Productivity targets in terms of login hours, Quality & CSAT.
• Participate in program related initiatives such as Internal quality calibrations & Ops Training.

Apr 2009 – Mar 2011 · 1 yr 11 mos

• Managed an average headcount of 18 consultants, spanning across various projects (Outbound, Inbound & Chat), have been a part of Banking, Education & Entertainment based programs,
• Responsible for the daily performance of 20 Telesales executives.
• Responsible for the team meeting and exceeding targets.
• Additional revenue generation through performance management.
• Optimal usage of resources.
• Analyze and coach team members on individual metrics.
• To facilitate client audits both internal and external.
• Handling Client related customer complaints on daily basis.
• Responsible for hiring based on Client requirement.
• Transition new hire’s from learning curve to production.
• Responsible for adherence of all quality processes of the program adhere to FSA guidelines.
• Web based analysis to enhance performance.
• Training & Mentoring ATL’s on people management & process.

Mar 2003 – Apr 2009 · 6 yrs 1 mo

• Was a part of US based Outbound sales campaign for a Fortune 500 telecom client, followed by Banking process, which involved selling financial products such as (Loans, Balance Transfer, New Acquisition, & Insurance Sales)
• Attain Daily, Weekly & Monthly targets.
• Ensure shrinkage is well within threshold.
• Mentor new hires & help them scale the learning curve.