Dec 2021 – Aug 2024 · 2 yrs 8 mos · Toronto, Ontario, Canada

• I was brought on board the Ipsos team to build out their pricing strategy and streamline the brief to proposal process. Being a Process Operations specialist, this was an amazing opportunity to roll up my sleeves and use my people skills to influence key stakeholders across sales, customer success, operations, finance and global teams.
• I also worked on a few key accounts, as part of the Client Success org, giving me a 360-degree view into the business.
• Some of my key responsibilities included:
• Quality Control & Process Improvement: Gathered inputs and insights from sales and operations stakeholders to pinpoint deficiencies, develop preventive strategies, and corrective actions by root cause analysis
• Cross Functional Collaboration as the US Lead for Global Operations Projects: Part of a global taskforce to design, develop and optimize strategies and initiatives that improve the Quality of our sales experience e.g. rate cards, SOP, root cause analysis.
• Strategic Pricing: Derived US pricing for multiple time-sensitive global projects running simultaneously
• Partner Management: Manage outsourced vendor partners’ compliance, adherence, productivity and pricing negotiation
• People Management- Established priorities, provided a roadmap and monitored the India cost center
• Product & Process Training: Ensured data quality, using excel/CRM tools

May 2020 – Present · 6 yrs 1 mo · New York, New York, United States

• QHD is an extension of my love for art and color, a perfect side hustle! I hand make decor inspired by mandala art and nature. I built this business after being laid off (due to covid pandemic) and through my maternity leave.
• I handle all tasks from Sourcing > Product creation > Pricing > Sales > After Sales.
• I manage a sales funnel using Meta for Business – customer communication, ad sales, social media posts scheduling, business analytics etc.
• I also work with 2 freelancers, and delegate product photography & website updates, so that I have time to focus on what brings me joy!

Aug 2018 – May 2020 · 1 yr 9 mos · Toronto, Ontario, Canada

• The Pricing Manager role at BARE gave me tremendous opportunity to learn new skills, to engage meaningfully with business stakeholders across the company, to be a part of something bigger by driving continuous improvements in the way we priced projects and built partner relationships, while also giving me the independence to think strategically.
• I liaised with General Managers and Operations Directors across 8 BARE offices (India/ China/ Singapore/ Belgium/ Hungary/ Chile/ Brazil/ US) and also got a chance to work directly under the tutelage of our owner Mike Bare, who is a true visionary and encourages thought leadership. To help the leadership team with key decisions, I created a sales dashboard and a global RFQ dashboard using MS Excel (pivot tables), which helped us with client follow-ups, QBRs and driving partner relationships in a mutually beneficial way.
• This role also opened doors to learning upselling and Business Development, which I was eager to do as I understood our services well and had a good grasp over our reporting software, having worked in an Operations role prior to this one.

Mar 2018 – Aug 2018 · 5 mos · Toronto, Ontario, Canada

• I was a part of the team managing strategic client partnerships. I got to handle unique business challenges, through creative problem solving.
• This role also provided for team collaboration, so we could meet tight client deadlines for project completion.

Jun 2017 – Jan 2018 · 7 mos · Mumbai, Maharashtra, India

• As a consultant, I helped the team proof read client reports, and develop a data analysis framework for insightful client presentations.

Apr 2016 – Apr 2017 · 1 yr

• As Sr. Operations Manager, I was involved in the end-to-end process, right from being a part of the sales pitch, building project methodology and the array of services, onboarding training of our software in-person/webinars, project updates, upselling of services and insight presentations to the team and senior stakeholders.
• My team focused on building and fostering strong customer relationships, by active listening and understanding requirements from the mystery shopping program – scale/ KPIs/ improvement measures, which included proactively identifying upsell opportunities.
• We also actively advocated for customer needs and features to internal teams, regarding reporting software development or modification of existing capabilities.
• On the people front, I worked with a talented bunch of project managers & key account managers, and ensured they had clarity on their projects and guidance on how to reach their goals.

Apr 2015 – Mar 2016 · 11 mos

• I was the first point of contact on a mix of accounts, spanning Beauty & Wellness, Food & Beverage, Education, Retail and Consumer Electronics sectors. Among them were 5 strategic accounts, for which I partnered with C-level, executive, director level stakeholders at client side.

Dec 2015 – Jan 2018 · 2 yrs 1 mo · Mumbai, Maharashtra, India · On-site

• Taught Business Research to Year 1 students, based on my real life on the job learnings (Quantitative, Qualitative, Mystery Shopping).
• What management students crave most is a glimpse into the real corporate, so I meticulously designed my course to give them that exposure.
• I also volunteered to be a part of Coaching & Mentoring Programs, to help students prepare for placement season interviews.

Mar 2014 – Dec 2014 · 9 mos · Mumbai Area, India

• As a qualitative researcher, I was involved in the planning and execution of research projects as well as report writing and presentation of findings to the client.
• It was always interesting to narrow down on the "consumer story" which would lead us to solve a specific business problem, I enjoyed writing discussion guides to enable a conversation and then reading through people's life experiences and stories, at the data analysis stage.
• Studies handled: Concept evaluation, Brand name and equity evaluation, Usage & Attitude study and Exploratory study, Consumer clinics (short crisp discussions with Target Group), Diagnostic study.

Jan 2013 – Feb 2014 · 1 yr 1 mo · Mumbai Area, India

• Client Consultation and Project Management were at the core of this role.
• As a quantitative researcher, I managed the “Voice of customer” project for a strategic client, which was a cross-functional initiative aimed at analyzing complex business problems impacting CSAT and NPS scores.
• This role followed the "for client, at client" model, which allowed me to interact with a larger audience at client side, and also helped develop presentation skills to capture the attention of executive leadership.

Jun 2011 – Nov 2012 · 1 yr 5 mos · Mumbai Circle

• With a team of 2 customer service executives, we handled the Customer Complaint Escalation Desk. I also oversaw operations of the Retailer Helpdesk.
• My ability to understand data helped me gain a coveted spot within a specialized team, that would engage with business stakeholders across the company to leverage voice of the customer and drive continuous process improvements.
• Our aim was to solve complex business challenges, to improve CSAT and reduce complaints.
• I also earned a Six Sigma Yellow Belt certification, along with several Kaizens, using DMAIC methodology

Mar 2005 – Jun 2008 · 3 yrs 3 mos

• As part of the Customer Information Department, I would engage with front line staff to leverage the voice of customer, and share insights with senior management to drive continuous improvement in process, policy and product.