Sep 2023 – May 2025 · 1 yr 8 mos · Mumbai, Maharashtra, India · On-site

• Managed and successfully delivered over 15+ projects, including ramp-ups, ensuring timely go-lives and alignment with organizational standards. Led cross-functional teams and coordinated with stakeholders across multiple locations such as Bangalore, Pune, Hyderabad, Chennai, Noida, and Mumbai from the company’s HQ. Maintained detailed project documentation, including business cases, Gantt chart-based transition trackers, and batch planners. Conducted SWOT analyses, risk assessments, case studies, and compliance checks to ensure quality outcomes. Collaborated closely with senior managers and engaged with clients, contractors, and vendors across diverse domains like BFSI, Collections, Sales, and Customer Service, tailoring strategies to industry-specific needs.

Oct 2018 – Sep 2023 · 4 yrs 11 mos · Mumbai, Maharashtra, India · On-site

• Led a team of 30 advisors managing inbound calls, social media complaints, and consumer forum escalations, while ensuring efficient floor operations and high service standards. Played an active role in hiring, training, and conducting quality audits, I have successfully trained six batches of new employees with an 80% certification rate. Enhanced agent performance through regular monitoring, coaching, and feedback, resulting in reduced call abandonment and improved customer satisfaction. Oversaw critical aspects such as call volume management, break schedules, absenteeism, and attrition control. Worked closely with HR to address employee grievances and promote team engagement. Recognized as the 'Top Performer Team Leader' in Q1 2023 for consistently exceeding performance targets.

Sep 2016 – Jul 2017 · 10 mos · Mumbai · On-site

• Delivered outstanding customer service by guiding clients through product selection and providing personalized demonstrations to enhance their experience. Oversaw inventory management and trained new team members, leading to increased efficiency and overall team productivity.