Apr 2020 – Jul 2024 · 4 yrs 3 mos

• As the leader of a team of product managers, I spearheaded the launch of several innovative products aimed at enhancing efficiency and reducing costs by minimizing manual efforts.
• One notable achievement was the introduction of an industry-first claims timeline feature, revolutionizing the claim reimbursement journey and making it seamless for users.
• Additionally, I oversaw the launch of WhatsApp and IVR bots, providing contextual information to users and improving accessibility to services. Furthermore, I introduced a chatbot with generative AI features, enhancing customer service capabilities and ensuring personalized interactions.
• I also led the development of a comprehensive digital onboarding journey, streamlining the process for users. Scaling the onboarding team, we successfully managed to onboard over 5000 B2B customers and more than 1 million B2B2C members, facilitating business growth and expansion.

Apr 2020 – Mar 2021 · 11 mos

• As a founding member, I played a pivotal role in spearheading Onsurity's transformative journey from its inception. Taking the helm, I led the establishment of critical company functions including Product Management, Product Operations, Claims Support (Good Doctors), Key Account Management, Inside Sales, Onboarding Operations, Customer Success from the ground up. This involved laying a robust foundation that set the stage for our success.
• Moreover, I adeptly managed a diverse portfolio of products and key metrics, serving as a driving force behind the company's remarkable growth and numerous achievements. By leveraging strategic insights and fostering a culture of innovation, I contributed significantly to Onsurity's evolution into a market leader. My commitment to excellence and passion for building sustainable solutions have been instrumental in shaping Onsurity's trajectory, and I am proud to have been part of this extraordinary journey.

May 2016 – Mar 2020 · 3 yrs 10 mos

• I established a risk and fraud control team to safeguard our operations. Additionally, I orchestrated the rapid onboarding of over 200,000 merchants, achieving an impressive turnaround time of less than an hour.
• I led a 4-member hackathon team from Operations that developed a voice bot proof of concept (POC) to combat fraud within just 24 hours, earning us a commendable 3rd place out of 26 teams in a company-wide competition. I played a pivotal role in scaling merchant operations in Gurgaon and was instrumental in launching the Merchant app.
• Furthermore, I spearheaded the implementation of chatbots for customer support, revolutionizing our service capabilities. Additionally, I led the development of a sophisticated internal system to streamline our business operations and provide comprehensive customer insights.
• In my role, I closely monitored key business metrics such as payment and recharge success rates, ensuring optimal performance.

May 2014 – Apr 2016 · 1 yr 11 mos

• During my tenure at FreeCharge, I led the establishment of the operations team from the ground up, laying a strong foundation for our continued growth. This involved creating multiple teams to efficiently manage our expansion, prioritizing cost-effective and scalable solutions.
• A pivotal initiative was forming a freelancer team of over 150 individuals, providing us with the agility and resources necessary to adapt to changing demands. Additionally, I initiated outsourced centers, adding 250 FTE to further enhance our operational capacity and reach.
• Managing over 15,000 customer contacts daily, we maintained a First Response Time (FRT) of less than 10 minutes on social media channels and less than 30 minutes via email, underscoring our commitment to swift and effective customer service.
• Our dedication to customer satisfaction was reflected in our consistently high CSAT score of above 95%. I also implemented various initiatives, including escalations management, social media team training, and quality function enhancement, to continuously improve service delivery and address customer concerns proactively.

Nov 2013 – Apr 2014 · 5 mos · Delhi, India · On-site

• During my tenure at SARD, I led an impactful education program focused on running remedial student programs and teacher support groups for government schools. Supported by the Michael & Susan Dell Foundation, I took the helm in coordinating with stakeholders from diverse backgrounds, including government offices, school management and staff, parents, project investors, and colleagues.
• Across multiple Indian states like New Delhi, Uttar Pradesh, and Punjab, I diligently oversaw the successful execution of various projects. Collaborating closely with over 300 teachers, our collective efforts resulted in a positive transformation in the education of over 10,000 school students.

Feb 2013 – Oct 2013 · 8 mos

• As part of my responsibilities, I led various initiatives aimed at enhancing customer service and operational efficiency. I designed an interactive IVR system to streamline customer interactions and improve accessibility. Additionally, I contributed to the development of an internal CRM system and established internal processes to ensure smooth operations.
• To accommodate workforce flexibility, I launched a part-time/contractual model, providing opportunities for diverse talent. Furthermore, I led Train the Trainer (TTT) and Train the Quality (TTQ) certification programs, ensuring the team's proficiency and adherence to quality standards.
• Recognizing the importance of leadership development, I initiated the Stepping Stones training program for new managers, fostering their growth and effectiveness. These efforts contributed to a remarkable CSAT score of 98% and a significant reduction in repeat contacts and escalations.
• Furthermore, I collaborated closely with the warehouse operations team to optimize processes and reduce returns by 15%, enhancing overall efficiency and customer satisfaction.

Feb 2012 – Jan 2013 · 11 mos

• As a founding member, I played a pivotal role in establishing both the voice and non-voice support teams from the ground up. I successfully scaled the team to over 200 full-time employees, effectively meeting the growing demands of the organization while maintaining high standards of service excellence. Additionally, I took charge of developing comprehensive training and quality programs, designing classroom modules, and structuring the training process to ensure team proficiency.
• Recognizing the importance of effective issue resolution, I also set up an escalation team to handle complex cases with efficiency and professionalism.

Mar 2011 – Feb 2012 · 11 mos · Delhi, India · On-site

• I played a pivotal role in designing a robust framework for customer service operations, integrating training and quality assurance measures to ensure excellence in service delivery. This included implementing behavioral, escalation management, and other soft skills trainings to enhance team proficiency.
• Furthermore, I led initiatives to train drivers, aiming to elevate the overall user experience. Through strategic efforts, I successfully improved team efficiency, resulting in a remarkable growth of the team by over 40%. This expansion was achieved amidst a significant increase in bookings, demonstrating our ability to scale operations effectively while maintaining service standards.

Jul 2008 – Mar 2011 · 2 yrs 8 mos · Delhi, India · On-site

• In my role at DCC (VIPTEL, an Australian telecom company), I spearheaded the Training & Quality (T&Q) function, overseeing teams responsible for sales, customer support, and collections. I conducted trainings on Telecommunications Industry Ombudsman guidelines and industry best practices to enhance compliance and proficiency.
• With a remarkable throughput of over 98% and a customer satisfaction (CSAT) score exceeding 95%, I played an active role in activation, billing, and collection operations. Additionally, I facilitated calibration sessions and established robust processes to align with organizational goals and industry standards.
• As a manager, I led the India operations team, fostering a culture of excellence and driving initiatives for performance improvement. Collaborating closely with the tech team, I addressed day-to-day bugs to ensure smooth operations across all functions.

Jan 2007 – Jul 2008 · 1 yr 6 mos · Gurugram, Haryana, India · On-site

• As a pivotal member of the pilot batch for the Delhi Vodafone process, I earned certifications in Train the Trainer (TTT) and Train the Quality (TTQ). Leading a dynamic training team of over 14 trainers with training batches happening 24x7, I oversaw the entire training process and managed comprehensive MIS for both myself and the team. I maintained a remarkable throughput of 97% for over 350 support representatives on average, ensuring operational efficiency.
• My role extended to working closely with the operations team and the Vodafone team (Client to IGS) to ensure seamless operations. Spearheading the process transition from IGS Delhi to IGS Mohali, I orchestrated the setup of the process at the Mohali center.
• During the critical initial three months, I ensured the smooth functioning of operations, meticulously overseeing every aspect to guarantee a successful transition and operational stability.

Oct 2005 – Jan 2007 · 1 yr 3 mos · Delhi, Delhi, India · On-site

• As the leader of a QA team comprising seven quality analysts, I spearheaded quality initiatives for the Hutch Prepaid process in the UP West circle. In addition to auditing calls and ensuring QA standards, I implemented a rigorous QA-on-QA process to uphold excellence.
• Consistently maintaining a remarkable QA score of 99% for my team and 96% for the entire process, I drove continuous improvement efforts. Through strategic initiatives, I successfully reduced repeat percentages by 10%, enhancing operational efficiency and customer satisfaction.
• Collaborating closely with the operations team, I executed process improvement plans to streamline operations and optimize performance, contributing to overall organizational success.

Mar 2004 – Aug 2005 · 1 yr 5 mos · Delhi, India · On-site

• Starting my journey at Tata Indicom as a customer support officer, my role centered around managing directory helpline calls. Swiftly earning recognition as the best newcomer, I consistently delivered exceptional service and upheld top-quality scores. This dedication led to my promotion to senior customer service representative, where I continued to excel in providing exemplary support and leadership. Additionally, I took on responsibilities such as auditing calls for team members, providing constructive feedback, and handling escalations with finesse.