Jun 2022 – Feb 2023 · 8 mos · Thane, Maharashtra, India · On-site

Jan 2022 – May 2022 · 4 mos · Mumbai, Maharashtra, India

Jan 2021 – Dec 2021 · 11 mos · Mumbai, Maharashtra, India

Dec 2018 – Aug 2020 · 1 yr 8 mos · Mumbai, Maharashtra, India

Jan 2016 – Jan 2018 · 2 yrs · Mumbai, Maharashtra, India

Jan 2014 – Jan 2016 · 2 yrs

Apr 2012 – Apr 2014 · 2 yrs

Nov 2010 – Apr 2012 · 1 yr 5 mos

• Marketing (Presales)
• Handling high profile Lodha projects in Dombivali (Casa Rio and Lodha Golflinks)
• Liaising with the Brand Management, Marketing and Sales team
• Helping Managers in maintaining, creating and analyzing client reports and business reviews.
• Improving customer service based on client feedback through the development of new policies and procedures.
• Successfully handled client interaction and public relations issue.
• Call Centre management for the presales team in Thane

May 2010 – Oct 2010 · 5 mos

• Responsible for the supervision of a staff of twenty people within technical & customer service department.
• Improving customer service based on client feedback through the development of new policies and procedures.
• Responsible for meeting the revenue requirements of the program.
• Helping Managers in maintaining, creating and analyzing client reports and business reviews.
• Successful employee retention record.
• Improving customer service based on client feedback through the development of new policies and procedures.
• Successfully handled client interaction and public relations issue.

Apr 2009 – May 2010 · 1 yr 1 mo

• Responsible for the supervision of a staff of twenty people within technical & customer service department.
• Responsible for the recruitment and training of customer service representatives.
• Managed the needs/requirements of high revenue commercial accounts through extensively meeting the service level agreements.
• Responsible for maintaining & presenting Daily, Weekly & Monthly reviews.
• Helping Managers in maintaining, creating and analyzing client reports and business reviews.
• Successful employee retention record.
• Improving customer service based on client feedback through the development of new policies and procedures.
• Successfully handled client interaction and public relations issue.
• Responsible for meeting the revenue requirements of the program by achieving DAT target.

Oct 2007 – Mar 2009 · 1 yr 5 mos

• Responsible for the supervision of a staff of fifteen people within the technical support department (AOL).
• Responsible for making presentations for technical support associates to help them in improve the process.
• Managed the needs/requirements of high revenue commercial accounts through extensively meeting the service level agreements.
• Improving customer service based on client feedback through the development of new policies and procedures.
• Successfully handled client interaction and public relations issue.
• Managed the staffing requirements by effectively coordinating with the work force management team.
• Responsible for meeting the revenue requirements of the program by achieving DAT target.
• Promoted as Process Leader.
• Special Assignments and Responsibilities
• Exposure to yellow belt and green belt in six sigma.
• Successful completion of yellow belt training.
• Extensive use 7QC tools like box plot, Pareto, control chart for process improvement and problem solving.
• Encouraging Use of DMAIC Approach for Any Trouble Shooting/Improvement.
• Six-Sigma Culture Is Thriving at the Unit with Extensive Application of Statistical Tools for Problem Solving & Improvements.
• Extensive use of concepts like braining storming, process mapping, fish bone, SIPOC.

Feb 2007 – Sep 2007 · 7 mos

• Provided support to the OJT teams, ensuring all service levels were met.
• Responsible for Technical support in the IT sector (AOL), duties included answering customer technical queries and resolving the queries.
• Assisted in the development of new technical procedures in the process.
• Assisted in the training of new Technical support associates.
• Prepared weekly reports for the team and management.
• Promoted as Team Executive.

Jan 2006 – Jan 2007 · 1 yr

• Provided support to the sales team, ensuring all sales and service objectives were met.
• Responsible for customer service in the Banking sector, duties included answering customer queries, problem solving and providing detailed information on new products.
• Worked with new customers in the development of new accounts and the implementation of new systems.
• Job Roles Handled:
• Performed a dual role as a BPMS Spoc and team leader for the current process.
• Worked as project lead for driving process improvement assignments in yellow and green belt level.
• Part of process improvement projects as a team member.
• Handled a role of TL operation for an ISP process since 21 months.