Jul 2022 – Oct 2022 · 3 mos

May 2020 – Jun 2022 · 2 yrs 1 mo

Jul 2018 – Mar 2020 · 1 yr 8 mos

Jul 2017 – Jun 2018 · 11 mos · Bengaluru, Karnataka, India

Mar 2016 – Jul 2017 · 1 yr 4 mos

• Leading a team of 30 customer experience specialists and including SME’s and team leads
• Resolving customer issues for all the 250+ stores in 60+ cities in India and driving an Omni Channel customer experience
• Face of Customer Experience team to all the regional heads for offline store concerns
• Managing inbound, email and online ticket operations
• Establishing metrics for defining the relationship with stores and customers
• Responsible for Day to Day functioning/Administrative Work Including Production Floor Management to Drive Desired Productivity and Quality.
• Driving Performance Management For All Direct Reports Including Goal Setting, Development Planning and Performance Reviews.

Apr 2013 – Feb 2016 · 2 yrs 10 mos

• Responsible for the new hires in the batch along with the subject matter experts
• Working as a Auxiliary trainer for a 400+ strong process
• Observe, measure, coach and monitor learners performance, Share daily sampling feedback, conduct refresher sessions.
• Preparation of the Individual development plan document basis weekly performance
• Continuous monitoring to see the learner is close to meeting the number of cases closed required for certification, Monitoring of availability/log outs/team meetings, Monitoring of reworks.
• Floor walk - Creation/modification of weekly schedule
• Outlier Management- To be identified basis weekly OJT performance , IDP Quorum to consist of SME, TL and the learner , Action plan including exit calls (Requires SDL/HR intervention too)
• Case Presentment - Identification of Weekly inventory requirement

Aug 2012 – Mar 2013 · 7 mos · New Delhi Area, India

• Traded on MCX and NCDEX : Traded outright as well as calendar spreads in various commodities like Crude Oil, Silver, Gold etc. Traded on International Exchanges like CME ( Chicago Merchantile Exchange ) and LME ( London Metal Exchange ) by analysing various technical formations in the market through Bloomberg tools. Captured market movement with the help of Automated Trading ( Algorithm ) in the Indian markets.

Jun 2010 – Jul 2012 · 2 yrs 1 mo · Gurgaon, India

• Traded on USE & NSE: USD-INR Futures and inter month calendar spreads. Traded Sensex Futures on the Bombay Stocks Exchange (BSE) by charting out price movement. Traded Crude Oil (Primary Product) & Copper outright and commodity spreads. Inter-market arbitrage strategies between commodity exchanges- Indian (NCDEX) and the US (CME-COMEX) markets. Spread trading through Automated Trading (Algorithm) & Inter-market arbitrage strategies in the commodity market.