Nov 2018 – Jul 2022 · 3 yrs 8 mos

• At Workstore, as a Senior Manager of Sales and Customer Service, I currently head a PAN India IAM team of 9 members and a customer service team of 7 members. I onboard new customers through the business development team, track daily sales to achieve forecasts, and maintain conversion track reports for management analysis. My strategic planning and implementation ensure optimum customer spend potential through various company business offerings, and I train the team to achieve desired B2B farming and customer satisfaction KRAs.

Nov 2018 – May 2022 · 3 yrs 6 mos

Jun 2010 – Feb 2013 · 2 yrs 8 mos · Mumbai, Maharashtra, India · On-site

• Earlier in my career, I worked at Staples Future India Pvt. Ltd., where I effectively led the Contact Center team of 9 people to successfully implement new processes to improve customer service, team productivity, and efficiency.

Feb 2013 – Nov 2018 · 5 yrs 9 mos · Mumbai, Maharashtra, India · On-site

• At eClerx Services Ltd., as an Associate Process Manager, I managed quality consulting projects for Digital Marketing Services programs for process improvement for global clients. I drove continuous improvement through VSM, LEAN, and Idea Generation activity (Kaizen) and prepared business process workflows to report risks involved and validate the control and effectiveness to revoke the risk involved in the process. I supervised a team of senior analysts to evaluate processes, recommend solutions and best practices, and conducted monthly business reviews with internal and external stakeholders.
• As a Senior Analyst at eClerx Services Ltd., I was responsible for defining process parameters for the process, auditing the ideas logged by Ops team in eUreka for BPI, and performing the health assessment of operations programs. I identified process gaps related to automation, resource utilization, defined SLAs and key performance indicators, and implemented corrective and preventive actions.

Oct 2007 – Dec 2009 · 2 yrs 2 mos · Mumbai, Maharashtra, India · On-site

• Worked as a Business Development Officer at Knowledge Capital, a U.S.-based IT staffing firm, where I created innovative strategies for sales and maintained relations with US vendors to look out for job openings in the US market.