May 2015 – May 2017 · 2 yrs

• Leading Customer Service for Aon Hewitt Canada, overseeing large, multi-site, multi-language contact centers globally. Developed and executed strategic plans to achieve operational, financial, and growth objectives. Drove process improvements that met financial targets and enhanced client support quality and efficiency through infrastructure and systems development.

Oct 2013 – May 2015 · 1 yr 7 mos

• A results-driven leader with extensive expertise in service delivery, stakeholder management, and customer experience. Successfully developed and executed a talent strategy that seeded 95% of managerial roles internally, driving a 90% headcount growth while optimizing operations across multiple outsourcing business verticals.
• Known for leading teams to achieve business excellence through the development of robust procedures and service standards. A Subject Matter Expert in Customer Service delivery and offshoring, with ownership of both short- and long-term strategies for Customer Service in India.
• Recognized as a top-rated facilitator in diversity and leadership development programs, with a proven ability to consolidate multiple customer experience verticals and manage a team of 650+ colleagues, aligning talent initiatives with organizational growth.

Oct 2010 – Sep 2013 · 2 yrs 11 mos

• As the leader of Aon Hewitt India’s Customer Service delivery for North America and APAC, I managed a dynamic team across voice, web chat, and workforce management functions. With 5 Senior Managers and 20 Operations Managers, I guided diverse service domains such as Claims, Benefits Administration, Payroll, Workforce Management, and Advocacy, ensuring seamless operations across geographies.
• I spearheaded the design and implementation of the R.I.S.E. strategy, significantly reducing attrition by 60% through a performance and complexity-based retention approach. As a business sponsor for Lean and Continuous Improvement initiatives, I drove operational excellence while fostering innovation and change management.
• My role encompassed managing SLA delivery end-to-end, nurturing strong client partnerships for domain knowledge transfer, and leading global sourcing and transition projects. This holistic approach helped build high-performing teams, enhance client satisfaction, and deliver meaningful impact on a global scale.

Mar 2008 – Oct 2010 · 2 yrs 7 mos

• Led Customer Service operations for 4 clients within Benefits Administration and Shared Services. Managed a high-impact India Project for Annual Enrollment, overseeing the hiring, training, and deployment of 100+ associates.
• Expert in staffing and forecasting for Benefits Customer Service, optimizing team productivity during lean periods, and driving hiring and retention strategies. Fostered strong client relationships through knowledge transfer and development initiatives.
• Focused on people engagement, career progression, and attrition management, while partnering with US teams to enhance domain knowledge, improve processes, and lead innovation. Directed business continuity planning and contingency management to ensure operational resilience and efficiency.

May 2005 – Mar 2008 · 2 yrs 10 mos

• Led service delivery for a large-scale Inbound Customer Service team and played a key role in the successful transition and management of one of the largest benefits centers in India. Oversaw the transition of 25 clients from a U.S.-based operations team to India, managing all stages of the transition process. Additionally, managed the Centralized Quality Assurance Team, ensuring consistent call evaluations and high interaction reliability, significantly improving operational efficiency and customer satisfaction.

Jul 2003 – Apr 2005 · 1 yr 9 mos · Gurugram, Haryana, India

• I led the transition of inbound customer service operations for a major North American bank, focusing on attrition control and process improvements. I also led the Quality Assurance team, streamlined processes with operations, and served as an in-house trainer for multiple products, while automating process management systems to boost efficiency.

Oct 2001 – Jul 2003 · 1 yr 9 mos · Gurgaon, India

• Managed a $50M collections portfolio, including high-value assets such as aircraft, helicopters, and trailers for GE Capital. Developed macros that boosted agent productivity by 15% and led a Green Belt project to increase dollar resolution rates. Promoted twice in 1.5 years due to strong performance results, including generating and analyzing team metrics to set new benchmarks.

Apr 2001 – Sep 2001 · 5 mos · Goa

• Chosen as the sole Management Trainee in F&B Production at Club Mahindra in 2001. Served as 2nd in command for continental kitchen operations, responsible for food cost calculation, recipe standardization, and developing SOPs. Led menu design workshops for new hires, ensuring consistent operational excellence.