Mar 2023 – May 2025 · 2 yrs 2 mos · India

• Helping Companies Improve Performance and Enhance Customer Experience

Apr 2021 – Feb 2023 · 1 yr 10 mos · Bengaluru, Karnataka, India · On-site

• Been a part of Bounce Infinity test ride and delivery Core Group (from DAY 1), trained the in-house delivery team and dealers (PAN India) on End to End Test ride / Delivery experience cycle.

Jan 2018 – Mar 2021 · 3 yrs 2 mos · Bengaluru, Karnataka, India · On-site

• Been a part of an early startup journey!!
• Built a community of 400 + Influencers / Brand Ambassadors
• Enjoyed keeping track of customer journeys, insights were shared with internal stakeholders such as Product, Design, Engineering, Customer Care and Operations
• Spearheaded various short term pilot projects – “On Demand Delivery”, “Fuel & Win” and many more

Jul 2016 – Jun 2017 · 11 mos · Bengaluru Area, India

• Spearheaded the Austin Unit to embrace the concept of WOW Patient Care, delicate and emotional in nature.
• Was accountable towards Service, Morale and Profit of the PCC (Patient Care Coordination) team.

Oct 2009 – Feb 2016 · 6 yrs 4 mos · Bengaluru Area, India

• Client- Aviva UK Insurance , Life and Pensions:
• Was accountable towards achieving SLA’s [Service Level Agreement] of Customer Satisfaction, Customer Advocacy, Quality and GOS (Grade of Service); included analyzing, sizing, and optimizing capacity to satisfy demand in a timely manner and at a reasonable cost.
• Stellar role in achieving highest Customer Satisfaction and Customer Advocacy scores compared to other offshore sites in 2009-2010 for the Aviva Life Insurance business.
• The achievement coupled with some process improvements resulted in the offshore unit featuring in AVIVA’s global magazine.
• I enjoyed leading through "Customer Service Culture Transformation",
• culture that motivates service mindset every day.

Sep 2005 – Sep 2009 · 4 yrs · Bengaluru Area, India

• Client- Aviva UK Insurance , Life and Pensions:
• Was a role model in creating a champion service team within Aviva Life and Pensions. Was selected as a mentor to coach other customer service driven programs within Bangalore which included developing a detailed project plan & scoreboard to monitor progress & flag issues, train the team & develop detailed procedures, flowcharts as well as develop a measurement framework to smoothen the process.
• Management used the team scores to develop and implement a strategic plan to expand the Bangalore business from 150 seats to 395 seats.

Mar 2004 – Sep 2005 · 1 yr 6 mos · Bengaluru Area, India

• Managed a team of 25 motor insurance advisors for Aviva’s General Insurance business to achieve quality targets of Motor Sales, Motor Conversion, NU (Norwich Union) Rescue sales and Customer satisfaction.

Oct 2000 – Feb 2004 · 3 yrs 4 mos · Bengaluru Area, India

• PUTTING MY NEW LEARNING INTO PRACTICE AS A FRONTLINER :
• Gained Exposure to inbound sales and service.
• Worked for clients - Providian National Bank (US) & American Express (US).

Sep 1992 – Sep 2000 · 8 yrs · North Karnataka

• DISCOVERED MY NEW LOVE- CUSTOMER SERVICE:
• Enjoyed understanding customers' expectations and behavior.