Feb 2024 – Sep 2025 · 1 yr 7 mos · India · On-site

• Lead, motivate, and support a team of 130 agents along with 3 Team Managers within a time-sensitive and demanding environment, including setup and implementation of career development plans for all direct reportees based out of India
• Collaborate with Team managers to keep a track of KPI parameters (Productivity, Quality, Attendance).
• Escalation Point for all internal and onshore stakeholders.
• Lead and Present MBR/ABR to clients.
• Attention to retention plans and upskilling employees.
• Manage Skip level meetings to understand the issues faced by team members.
• Developed Hiring practices that ensured quality hires resulting reduction in attrition rate and increased productivity and efficiency.
• Plan/Design and Roll out P4P and RnR Plans.
• Risk and strategic planning to minimize/eliminate and potential disruption to the business.

Oct 2023 – Feb 2024 · 4 mos · Gurugram, Haryana, India · Hybrid

• Supporting Microsoft Office 365
• Govern and support the entire Ops team.
• Prepare and showcase WBR and MBR
• Collaborate with Team managers, analyse the KPI's, focus and strategize to overcome the pain areas.
• Share strategies with the stakeholder on how do we intend to prepare for rush hour volumes.
• Roll out RNR and Training programs which will help the team stay motivated.
• Keep a check on the hiring process.
• Quality hiring to be done to increase efficiency and reduce attrition.
• Hold internal townhall meetings to stay connected with employees.
• Share organisations growth prospects and future vision.

Jun 2021 – Oct 2023 · 2 yrs 4 mos · New Delhi, Delhi, India · Hybrid

• Lead, motivate, and support a large team within a time-sensitive and demanding environment, including setup and implementation of career development plans for all direct reportees.
• Implemented 9 new accounts / Clients to Offshore set up
• Develop SOP’s and manage transition projects end to end
• Keep a check on the accounts SLA and KPI’s
• Dashboard creations and keep a track of clean data
• Share data points with Clients and predict upcoming volumes based on the historic data
• Partner with other LOB’s to share best practices on data collation
• Prepare and Present WBR/MBR/QBR to clients
• Attention to retention plans and upskilling employees
• Developed Hiring practices that ensured quality hires resulting reduction in attrition rate

Jan 2020 – Jun 2021 · 1 yr 5 mos

• Managing a team of 30 qualified professionals.
• Solely responsible for WBR, MBR and QBR preparation and presentation.
• All tools related issues to be escalated to clients.
• Monitor the production impact and share reports with clients.
• Manage attendance and shrinkage of the team.
• Drive new ideas to make a positive impact on business in saving costs and increasing revenue
• Cater to new projects and drive them successfully.

Jun 2015 – Jan 2020 · 4 yrs 7 mos · New Delhi, India

• Joined as Customer care executive in June 2015
• Dealt with motor claims business.
• Dealt with complaints from customers.
• Dealt with litigation aspect on the cases.
• Worked as acting Team lead and SME.
• Handled teams while in OJT.
• Promoted as Quality Control Analyst in June 2018
• Dealt with multiple business aspects.
• Streamlined quality with an increased productivity and SLA.
• Supported operations in smooth business delivery.
• Identify the improvement area and coach team members accordingly.
• Developing evaluation program. (PKT)
• Promoted as Assistant Manager in April 2019
• Handling a team of 27 qualified and professional members.
• Dealing with multiple business aspects.
• Identifying the training and up-skilling needs for team members.
• Taking up new projects and ensuring smooth business delivery.
• Everyday reporting to stakeholders about the progress of the projects.
• Sending business reports to the client on daily basis.
• Preparing and Conducting business review presentations with clients on monthly, quarterly and half yearly basis.
• Talent acquisition as per the business needs.
• People management. (AHT/SLA/KPI/CSAT/FCR)
• Client management.

Jun 2014 – May 2015 · 11 mos

• To assist the team with all the technical issues related to hardwares and softwares of laptop/desktop.
• To assist the team with all the sales oppurtunities.
• To create attendance report daily and send it to the Manager on duty.
• To calibrate monthly sales targets and achieve them.
• To design new software plans sold to the customers.
• To handle escalations from the customers.
• Attend daily meeting with the manager to discuss new strategies.
• Perform root cause analysis of equipment problems and provide effective diagnosis.

Mar 2011 – May 2014 · 3 yrs 2 mos · Gurgaon

• Responsibility was to provide fee based technical support to UK customers for any Dell or third party hardware or software issues and do upselling.
• Handle daily technical support activities on desktop support, data network.
• Test computers to ensure proper functioning of computer systems.
• Setup desktop computers and peripherals and test network connections.
• Install and test desktop software applications.
• Setup computers and install software for various applications and programs.
• Maintain computer peripheral devices like printers and resolve associated problems.
• Address requests for installation, configuration, test, maintenance of hardware and software components.
• Perform root cause analysis of equipment problems and provide effective diagnosis.
• Implement and sustain network, server and desktop environments by supporting engineering personnel.
• Support the team for any sales opportunity and technical help during the absence of L2 / Manager.