Feb 2025 – Sep 2025 · 7 mos · Pune, Maharashtra, India · On-site

• Led a team of agents responsible for validating, categorizing, and processing bankruptcy cases within defined timelines.
• Collaborated closely with the client during the knowledge transfer (KT) phase, documenting workflows and SOPs for smooth handover.
• Established quality monitoring checks and introduced a feedback loop to reduce recurring errors and improve first-time accuracy.
• Streamlined ticket handling steps, minimizing rework and improving turnaround time.
• Regularly reviewed quality and productivity metrics, ensuring continuous improvement against set targets.
• Achieved target quality and productivity scores by the second month of process rollout through focused coaching and monitoring.
• Acted as the key point of contact for escalations and client feedback, ensuring consistent alignment and transparency.

Jul 2024 – Sep 2025 · 1 yr 2 mos · Pune, Maharashtra, India · On-site

• As a Team Lead at Linden, I was responsible for overseeing Citi’s Collections and Bankruptcy operations — managing a team that handled high-volume ticket workflows, ensuring accuracy, timeliness, and compliance with client SLAs.
• I played a key role in streamlining processes, coaching agents, and improving overall quality performance through data-driven insights and continuous feedback. I also partnered closely with the client during knowledge transfer and process setup, ensuring seamless communication and workflow alignment.
• One of my key milestones was leading the transition of a new Bankruptcy ticket process — from setup and documentation to full stabilization. Within just two months, we achieved all quality and productivity targets, thanks to focused training, structured reviews, and performance monitoring.
• Key Highlights:
• Led and mentored a team managing Collections Vendor tickets and Bankruptcy cases for a prominent telecom company,
• Drove process improvement and standardization, enhancing both accuracy and turnaround time.
• Acted as primary client point of contact for escalations, updates, and process alignment.
• Achieved target KPIs within 2 months of new process launch.
• Built a culture of quality, accountability, and collaboration within the team.

Jul 2024 – Feb 2025 · 7 mos · Pune, Maharashtra, India · On-site

• Joined as Team Lead for a team managing ticket operations for collection vendors for a key client.
• Monitored daily ticket volumes, prioritized workloads, and ensured Service Level Agreements (SLAs) were consistently met.
• Identified recurring issues and collaborated with cross-functional teams to eliminate root causes and improve turnaround time.
• Streamlined processes, conducted agent training, and implemented quality improvement measures to consistently achieve team targets.
• Worked closely with the client to refine ticket categories and process documentation, ensuring alignment with updated business requirements.
• Supported process audits and internal reviews to ensure data hygiene, accuracy, and adherence to compliance standards.