Apr 2022 – Jul 2025 · 3 yrs 3 mos · Gurugram, Haryana, India · On-site

Apr 2021 – Apr 2022 · 1 yr · Mumbai, Maharashtra, India

• Maximising Customer Experience || Profitability || Efficiency by powering the collaboration between Humans and Technology

Oct 2020 – Apr 2022 · 1 yr 6 mos · Panchkula, Haryana, India

Jul 2019 – Apr 2022 · 2 yrs 9 mos · Zirakpur, Punjab

Mar 2014 – Oct 2018 · 4 yrs 7 mos · Chandigarh, India · Hybrid

• At Concentrix, I started as a Manager and advanced to Senior Operations Manager. I led sales operations, established SOPs, SLAs, and CTQ targets, and drove process improvements. I played a key role in training and development, aligning employee capabilities with business needs. I ensured smooth transitions during operational changes and continuously enhanced customer satisfaction by driving performance, quality, and team effectiveness through strategic direction and feedback.

Jul 2012 – Feb 2014 · 1 yr 7 mos · Bengaluru, Karnataka · On-site

• Upon rejoining KocharTech, I took on the role of Operations Manager – Inbound Process (Reliance/Idea/Aircel) and was later promoted to Senior Operations Manager. I led operations for the Bangalore site, overseeing a team of 450+ agents, 15 TLs/SMEs, and 4 Assistant Managers. I ensured seamless process execution and delivery of key operational metrics across the location.

Apr 2012 – Jul 2012 · 3 mos · Bengaluru, Karnataka · On-site

• Upon rejoining Mphasis, I served as Senior Operations Manager for the Airtel – Karnataka Circle process. I led a team of 200–250+ agents, 10–12 Unit Managers, and 3 Assistant Managers, ensuring consistent delivery of operational targets and process excellence. I drove root cause analysis and implemented process improvements, resulting in performance stability and error reduction.
• Additionally, I contributed to revenue growth by implementing upselling strategies for data products, VAS, and vouchers—achieving a 3% upsell target as part of the RnP metrics. I maintained close coordination with client SPOCs to enhance quality, upselling performance, and ensure KPIs and SLAs were consistently met. I also launched initiatives to improve C-SAT, FCR, and CQ scores across operations.

Oct 2009 – Dec 2010 · 1 yr 2 mos · Indore, Madhya Pradesh · On-site

• I joined Mphasis as Operations Manager – Inbound Process (UP West), leading IDEA inbound operations for Prepaid, Postpaid, and the Knowledge & Escalation Desk (KNE). Managing a team of 250+ agents and 10–12 Unit Managers, I ensured process excellence and operational deliverables with a strong focus on customer experience. I identified root causes of issues and implemented preventive process improvements to enhance efficiency and customer satisfaction.

Dec 2010 – Mar 2012 · 1 yr 3 mos · Vadodara, Gujarat · On-site

• I began my career at KocharTech as Operations Manager – Inbound Process (Reliance/Idea/Aircel), serving from Dec 2010 to Mar 2012. I played a key role in managing inbound operations across the North and West zones at Ludhiana and Vadodara locations. I identified root causes of process gaps and implemented preventive improvements to enhance performance. Additionally, I generated weekly and monthly SLA and operations performance reports in line with system requirements.

Jun 2005 – Sep 2009 · 4 yrs 3 mos · Mohali, Punjab · On-site

• I began my career at SpiceBPO (later Omnia BPO) as Team Leader – Prepaid Outbound (Jun 2005 – Apr 2007), was promoted to Senior Team Leader – Prepaid Outbound (May 2007 – Apr 2008), and later served as Assistant Manager – Prepaid Inbound/Outbound (May 2008 – Sep 2009). My key responsibilities included driving revenue generation, enhancing customer experience, and managing teams effectively.

May 2002 – May 2005 · 3 yrs · Moga, Punjab · On-site

• I joined Bharti Mobile Ltd as a Sales/Front End Executive, progressed to Remote Customer Care (RCC), and was later promoted to Executive – Showroom Management for the Moga region.