Feb 2014 – Dec 2014 · 10 mos · Ahmedabad Area, India

• Managed clinical and non-clinical SMEs and analysts. Monitor process progress and timeliness to ensure deadlines are met. Ensure compliance with technical specifications, policies, operating procedures and goals with internal and external guidelines. Identify and close data collection gaps and opportunities to improve productivity.
• Selected Accomplishments:
• Joined the off-shore facility; developed the process plan initially to manage around 25 projects for different clients. Analyzed and corrected the process gaps right from training till project completion, in turn managing the project life cycle.
• Took control on daily productivity, making sure that the target for the project is achieved as per SLA with quality accuracy of 98% at process level with efficient staff profiling.
• Created WFM/MIS team to enhance analytical skill and view of the department
• Designed Department performance dashboard including financials, which assisted management to take proactive decisions.

Mar 2010 – Jan 2014 · 3 yrs 10 mos · Vadodara Area, India

• Managed Insurance and Telecom (Birla Sun Life Insurance, Idea Cellular & Tata Teleservices) programs with total team size ranging from 140 to 350 for different locations including budgeting at the site level. Effective client communication to enhance the visibility of the performance to clients and internal stake holders.
• Selected Accomplishments:
• Managed different verticals including Insurance & Telecom, enhancing the client satisfaction with effective communication and value addition proposition.
• Had lead project on P & L optimization for Kolkata location by cost control & optimization increased gross margins from –VE to +VE within 2 months of the projects and consistently being in to +VE than after.
• For insurance program increased the collections from 45 % to 60% in lapse bucket (90 days), resulting in business growth with 30 FTE.
• Developed EWS (Early warning system) for telecom inbound program, for proactive approach in regards with call volume
• Interact with the client SPOCs and work as a catalyst between the client and the organization
• Developed Excel based tool for rostering basis the volume forecasting considering peak & off-peak hours.

Dec 2007 – Oct 2008 · 10 mos · Greater Vadodara Area

• Managed Telecom (Idea Cellular) program with total team size 350. Effective client communication to enhance the visibility of the performance to clients and internal stake holders.

Oct 2008 – Mar 2010 · 1 yr 5 mos · Ahmedabad Area, India

• Did transition for Insurance tele-sales program, ensuring team motivation to strive the targets month on month with client interactions to understand the expectation. Analysis of the data base to predict the possible sale value in different frequency. Directly responsible towards forecasting of revenue and developing the business with performance. Provide hands-on assistance to the team in case of critic lead and converting at max time.

Jan 2007 – Nov 2007 · 10 mos · Greater Ahmedabad Area

• Involved in transition for telecom customer service (Inbound) programs, ensuring smooth training delivery with effective client interaction. Also, initiated special call back desk for PostPaid customers for bill explanation, resulting AHT reduction for general queue in turn benefiting the program with optimizing revenue.

Apr 2005 – Jan 2007 · 1 yr 9 mos · Ahmedabad Area, India