Apr 2023 – Aug 2025 · 2 yrs 4 mos · Gurugram, Haryana, India · On-site

• Led cross-functional project execution and managed multiple high-stakes client deliverables across India, impacting over 50,000 candidates.
• Collaborated with external stakeholders for pre-and post-project coordination, ensuring seamless event execution.
• Executed digital and paper-based assessments with strict adherence to compliance and integrity protocols.
• Managed CRM-based communications using Salesforce Service Direct and supported initiatives for improved adoption.
• Forecasted and optimized resource utilization across 100+ test centers using historical data and capacity trends.
• Developed Power BI dashboards for project reporting and MIS to support executive decision-making.
• Created KMS-aligned documentation for process tracking and operational knowledge transfer.

Mar 2021 – Mar 2023 · 2 yrs

Sep 2016 – Mar 2021 · 4 yrs 6 mos

• Provided II Tier support through emails, phone, and social media for successful execution of online exams.
• Assisted test centers in administration involving verification of candidate credentials, center validity and proctoring.
• Co-organized Pearson exam awareness events and advised aspirants on different exams and admission process.
• Led a team of 5 to make a business presentation on an idea for optimizing service operations to Head of Operations.
• Documented and reported new issues for future references - to be used by the larger service operations team.
• Engaged directly with clients to resolve issues during Proctored exams at client locations.
• Collaborated with counterparts across the globe on a constant basis for timely issue resolutions.
• Gained extensive knowledge of global exams, admission procedures, and prospective aspirants.

Dec 2015 – May 2016 · 5 mos · Gurgaon, India

• Promoted to the micro-marketing department within one month of joining based on exceptional performance.
• Assisted in the launch of OYO’s micro-marketing campaign by networking with MM CEO’s.
• Advised and acquainted MM CEO’s with internal processes during the initial phase of the campaign launch.

Jan 2014 – Oct 2015 · 1 yr 9 mos · Noida Area, India

• Consistent record of zero escalations- multiple appreciation emails from clients.
• Assisted and advised customers on all credit card related issues.
• Handled sensitive fraud dispute cases within strict timelines by coordinating with Dispute department.

Sep 2012 – May 2013 · 8 mos · Moradabad, Uttar Pradesh

• Prepared due diligence reports by directly engaging with business owners.
• Advised business owners for resolutions to any risks found in due diligence and analysis of P & L statement.
• Advised and directly engaged with clients on merger and de-merger processes.

Sep 2010 – Aug 2012 · 1 yr 11 mos · Kashipur Area, India

• Develop and maintain MIS reports for Sales, Purchase, Production, Stock, and finish- in MS Excel.
• Delivered monthly statements after auditing MIS reports to higher management through PowerPoint presentation.
• Coordinated with cross-functional teams for MIS data gathering.