Nov 2022 – Aug 2025 · 2 yrs 9 mos · Gurugram, Haryana, India

May 2022 – Oct 2022 · 5 mos · Gurugram, Haryana, India

Oct 2019 – May 2022 · 2 yrs 7 mos

Dec 2012 – Oct 2019 · 6 yrs 10 mos

Feb 2011 – Dec 2012 · 1 yr 10 mos · Navi Mumbai

Apr 2008 – Jun 2009 · 1 yr 2 mos

• Business Impacting
• Responsible for the smooth day-to-day operations of the Customer Care department.
• Leading a team of 5-6 Assistant Managers.
• Ensuring the attainment of both service and operational key performance indicators.
• Planning, strategizing, scheduling, process sign offs and performance management.
• To assess, analyze and implement processes & strategies which would help simplify the entire end-to-end customer service cycle.
• Planning and executing projects at a company wide level to enhance performance.
• Ensure that internal and external audit recommendations are properly implemented and addressed.
• Ensure accurate submission of management reports/data within set deadlines.
• Contributing to the acquisition and retention goals of the business through effective planning and implementation of various projects.
• Managing the Back office team which comprised of full time employees as well as contract staff. Ensuring the SLA's was met on a daily basis.
• Customers / Stakeholders
• To ensure professionally comprehensive and high quality advisory service is rendered to customers and complaints are handled effectively
• Constructing inter/intra department relationships to ensure operational workflow between Customer Care and related departments are organized efficiently and timely
• Gathering timely feedback on improvement of processes, efficiency and procedures.
• Interacting with internal customers and stake holders, providing proper assistance and taking care of overseas communication & co-ordination as and when required.
• Leadership & Teamwork
• Play a leadership role by implementing action plans with the Assistant Managers, and across the team to increase quality of performance
• Effectively driving the culture of the company down to all individuals in order to align and improve their performance.
• Conduct effective and regular performance management appraisals.
• Ensuring ongoing and continuous development of essential skill sets of the team

Aug 2004 – Mar 2008 · 3 yrs 7 mos

• Key roles
• Responsible for operations on day - to day basis for a department of 250 employees, offering services to international customers in Australia.
• Leading a team of 18 Team Leaders
• Managing the back office team responsible for servicing queries and requests.
• Performance Management, planning, strategizing, process sign-offs and effective stake holder engagement for the department.
• Leading projects at a companywide level for enhancements of business.
• Conducting interviews as a part of the recruitment drive to hire Team Leaders.
• Acting as an escalation point for concerns raised by irate customers and ensuring the apt resolution is provided at the earliest.
• Play a leadership role by implementing action plans with the Assistant Managers, and across the team to increase quality of performance
• Effectively driving the culture of the company down to all individuals in order to align and improve their performance.

Jul 2003 – Jul 2004 · 1 yr

• Key roles
• Managing a team of 15 consultants and a Team coach in delivering customer service to customers in the UK.
• High degree of result orientation towards achievement of both quality and quantity targets.
• Responsible for briefings and debriefings on a daily basis.
• Report generation to track down daily performance of the team vis-à-vis targets and deadlines.
• Updating the management, operations support and other teams.
• Second line escalation for customer contact when required.
• Maintaining balance between FCR, efficiency, productivity and quality.
• Furnishing the performance reviews for the team and briefing the team, in the capacity of a Team Manager.
• Conducting interviews as a part of the recruitment drive in liaison with the human resource department.

Oct 2003 – Jul 2009 · 5 yrs 9 mos

Oct 2001 – Jul 2003 · 1 yr 9 mos

Oct 2001 – Jun 2002 · 8 mos

• Key roles
• Technical support to customers located in the U.S.A.
• Ensuring the first call resolution is met on each call.
• Contributing to the team performance to the best of abilities.
• Providing necessary support to overseas customers for orders placed online.