Sep 2013 – Feb 2023 · 9 yrs 5 mos

• As the AVP, I have been tasked with managing the Global payroll operations for Neeyamo that includes handling Global Payroll Management across 117 countries with 45+ clients. I manage 600 employees spread across high-performing delivery centres in Chennai, Madurai, Nagpur, Pune & Mexico in addition to leading the Chennai Delivery Centre as the Centre Head.
• I have strived to establish robust performance control mechanisms, service standards and guidelines for excellent service delivery and safeguarding service revenue generation. I have been accredited with removing unnecessary procedures in processes, promoting uniformity externally and internally; this includes system implementation and migration to upgraded versions.
• My role incorporates monitoring employee performance, and launching and evaluating varied training programs with supporting monthly training calendars. Also, I have shown ample dexterity in communicating with customers and improving service by mapping client needs and implementing measures that target the heart of customer issues.

Sep 2013 – Sep 2018 · 5 yrs

• As a Practice Lead, I have handled two major lines of business. 1) Global Payroll operations for LATAM, MEA, US, Eastern Europe, SAARC & APAC & 2) US pharmacy operations for 28 pharmacies across the US.

Sep 2013 – Jan 2023 · 9 yrs 4 mos · Chennai, Tamil Nadu, India

Jun 2011 – Sep 2013 · 2 yrs 3 mos

• As an Operations Manager, I led 420+ employees across Tamil Nadu for Vodafone South ltd. and managed complete backend client operations as per service agreements and customer standards. To maintain an efficient working environment, I constantly monitored Team Leads and support staff, and promoted self-improvement to constantly bolster customer engagement.
• I gained solid experience in fixing process gaps and reengineering processes to enhance KPIs in addition to serving as the SPoC between Calibre Point and clients. My role extended across a wide range of processes:
• Virtual Relationship Management – Premium Segment Customers (Blended Agent Concept) ✦ Query Resolution Cell (Complaints/Requests/Waiver) ✦Post-paid activations ✦ Term Cell Audit ✦ Retentions & Relations ✦ MNP Support Desk ✦ Credits & Collections ✦ Mail Room

Feb 2007 – Jun 2011 · 4 yrs 4 mos

• Ascension:
• Business Process Management – Associate Business Analyst ➡ Manager – Operations
• PAN India Backend operations for a major telecom giant and complete Inbound operations for a major DTH provider for South

Mar 2002 – Feb 2007 · 4 yrs 11 mos · Chennai

• Ascension:
• Executive – CC Quality ➡ Team Leader – Billing Resolution Cell ➡ Team Leader – Query Resolution Cell (Mass & Corporate) ➡Assistant Manager – Query Resolution Cell (Mass & Corporate
• Backend operations and Vendor Management

Jan 1999 – Jan 2002 · 3 yrs

Jan 1997 – Jan 1999 · 2 yrs