Feb 2016 – May 2023 · 7 yrs 3 mos · Mumbai Metropolitan Region · On-site

• Worked as a Team Manager for Project Rainbow, responsible for the Content Moderation for Social
• Media client
• ▪ Managing a team of 139 agents (124 agents, 7 QAs & 8 Team Leads)
• ▪ Responsible for We@accenture (Ideas) across all markets. Driving & motivating the teams to come
• up with Ideas that will improve the process
• ▪ Monthly reports prepared & submitted to Management (Quality, productivity, We@accenture)
• ▪ Manage workflow of cases effectively and take remedial action or escalate as necessary
• ▪ Drive efficiency / productivity metrics
• ▪ Possess excellent communication, analytical, problem solving and able to derive at the RCA
• ▪ Interact with the clients on timely manner and share all the issues & concerns
• ▪ Actively participated in the PPA events & organized for the team

Aug 2015 – Dec 2015 · 4 mos · Mumbai Metropolitan Region

• The company is a world leader in thyroid-diagnostics with its central, automated lab processing over 1 lakh tests per day, making it arguably one of the largest diagnostic labs in the world.
•  Currently working as the manager of Business development network team and directly reporting to the General Manager in Business Development
•  Handling team of 15+ executives under various operations pertaining to customer relationship and sales promotions
•  Managing B2B sales and marketing and focusing on the current product promotion across the country through franchisees
•  Identifying newer avenues and channels and being accountable for the Profit and Loss of the project
•  Managing the entire network management team and controlling the functioning of above 1100 franchisees and 24000 laboratories associated with the Thyrocare network
•  Monitoring business of the franchisees across the nation and ensuring their growth is in sync with the company’s growth
•  Participating in creating sales strategies and designing of job responsibilities for the recruits in the team

Jan 2007 – Aug 2015 · 8 yrs 7 mos · Mumbai Metropolitan Region

• Capita is the UK’s leading business process outsourcing (BPO) and professional service company. Capita delivers back office administration and front office customer contact services to private and public sector organizations across the UK and Ireland.
• Provide guidance and training to other staff, as appropriate, to improve quality results and experience levels. Successfully trained new trainees on different processes to make sure they are up to curve soonest. To floor walk and ensure adequate support to the team members by resolving queries which they face while processing cases
• Identify, recommend and facilitate the implementation of process improvement initiatives / ideas to improve efficiency; and contribute to process reviews, documents and / or assist in the documentation of any required alterations or additions to current procedures
• Conduct product knowledge test (PKT) on monthly basis for the entire team
• Coordinate with the Process Leader (and at times the onshore team) to conduct needs analyses and facilitate / impart process & soft skills trainings for the team
• Develop, groom, coach team members to perform better as per the business objectives
• Drive a culture of quality and accuracy through support in reviewing colleagues’ work, conducting quality checks for Team Members (Associates) and for high-value cases being signed off by new Team Members and ensuring own responsibilities are carried out within the stipulated SLA frameworks
• Communicating any change in regulations to the team and updating the Business Process Manuals (BPM), Issue Technical Instructions Notes (TINS) to the team
• Initiative taken in terms of stabilizing new process and raising issues with UK counterpart to help team to perform with least dependency on UK
• Liaison with UK counterpart to deliver highest level of quality to clients

Aug 2005 – Jan 2007 · 1 yr 5 mos · Mumbai Metropolitan Region

• Job Responsibilities
• Calling customers in United States & convincing them to buy credit monitoring service & offering discounts
• Communicating any issues or problems with Team Leader within the team

Oct 2004 – Aug 2005 · 10 mos · Mumbai Metropolitan Region

• Selling credit monitoring service to US clients.