Jun 2020 – Sep 2021 · 1 yr 3 mos · Gurugram, Haryana, India

• Managed ads moderation operations across six Asian markets while collaborating with globally distributed teams.
• Led 90+ vendor workforce, ensuring 98% KPI compliance and audit readiness.
• Improved moderation accuracy by 15% through calibration frameworks and automation.
• Reduced unnecessary ad rejection by 25%, protecting advertiser revenue.

Feb 2018 – May 2020 · 2 yrs 3 mos · Gurugram, Haryana, India

• Built and scaled multi-channel support operations (voice, chat, email, escalations).
• Improved complaint resolution rate from 37% to 74% within six months.
• Managed premium customer operations with ₹30–50L monthly ticket value.
• Optimized operational workflows reducing service costs and improving efficiency.

Feb 2017 – Jan 2018 · 11 mos · Gurgaon, India

• Overhauled hiring and training processes, reducing escalations by 87%.
• Improved email response time from 2 days to 4 hours, increasing CSAT from 38% to 71%.
• Managed and optimized workforce planning, improving response times and resolution efficiency.

Jun 2016 – Dec 2016 · 6 mos · Gurugram, Haryana, India

• Reduction of Number of interactions on cases by 74% and 82% in Second and Third Quarter respectively for the Direct Reporting Team of 7 and Indirect Reporting Team strength of 15 taking care of Management/ Higher Management Escalations
• Auditing the Emails for SLA’s, communication, procedure followed and tagging. Sharing feedback to reduce the number of misses for faster and efficient resolution.
• Team Training for Business Communication with effectively reducing the communication errors.
• Tracking and Reporting Records for Escalation response and closure SLAs.
• Imparting Process Knowledge Trainings to New Joiners and Existing Staff.
• Handling till Satisfactory Closure for Team of Stuck/Escalate Cases.
• Guiding Team Mates towards efficient and swift closures after in depth discussions on cases.
• Track/Report Errors faced by customers till fix to Prevent High number on escalations.
• Doing RnD of different processes to figure out Loopholes and push teams to work for fix before the issues reach customers.

May 2015 – May 2016 · 1 yr · Gurugram, Haryana, India

• Handling customer escalations through gap analysis with a resolution within defined TAT’s. Sharing root cause analysis (RCA) and steps for process enhancement.
• Responding to customer queries/grievances on social media
• Track and manage all customer issues on various social media channels
• Ensuring acknowledgement and response to the customer with resolution
• Tracking all cases and maintaining a dashboard sharing the trend of customer cases online.
• Sharing the case synopsis of every case post resolution.
• Co-ordination with external and internal business partners / Vendors /Suppliers to ensure customer dispute is resolved end to end.

Feb 2013 – Apr 2015 · 2 yrs 2 mos · Gurugram, Haryana, India

• Managed and monitored operational flow of multiple departments like sales, customer service, accounts and HR
• Devised strategies to improve the financial stability by controlling the operational budgets and inventory that led to Increase in Overall Profit by 30% in initial 4 months.
• Streamlined sales strategies which led to an increase of almost 150% in sales
• Reorganized the employee placement process by designing a framework for assignment of accountability
• Spearheaded training, target evaluation, performance appraisal, client engagement and other key business paradigms
• Trained Tele-callers and Designed Sales plan for Tele-callers and Technicians.
• Track progress against targets on an ongoing basis and take necessary action
• Shared knowledge, experience and expertise with key clients, customer and third parties

Jun 2010 – Feb 2013 · 2 yrs 8 mos · Gurugram, Haryana, India

• Led customer satisfactions escalation team of 11 members handling and resolving high severity cases
• Regularly audited systems like Response Time Mgmt. & Customer Service to ensure they met industry standards
• Managed the implementation, user testing and staff training of a new CRM tool across the regional office which led to an increase in productivity of more than 40% within 3 months of going live
• Developed a training resource and process for new employees to quickly and adeptly develop their knowledge base and customer service skills.
• Trained new staff and developed process improvement documentation enabling smooth transition of out-sourced support services leading to increased productivity
• Framed and ensured adherence to productivity targets for team members by providing guidance and support
• Implemented of a QC process that resulted in 80% reduction of errors made while written communication
• Suggested and handled products like TATA-AIG, Promotional codes and other Discount offers and services to enhance existing relationships not only with internal but external customers.
• Assisted Marketing team with “Advertisements &Promotions” helping the firm generate additional revenue

Feb 2010 – May 2010 · 3 mos · Gurugram, Haryana, India