Sep 2020 – Mar 2022 · 1 yr 6 mos · Punjab, India · On-site

• Contributed to enhancing service visibility by streamlining internal communication strategies and aligning messaging with operational goals. Supported content planning and calendar execution using data-driven insights to ensure timely, relevant updates across teams. Maintained comprehensive documentation and reporting practices to uphold compliance standards, promote transparency, and ensure audit readiness. Played a key role in bridging information gaps and fostering a culture of informed, aligned teamwork.

May 2018 – Sep 2020 · 2 yrs 4 mos · Delhi, India

• Managed multi-site operations while promoting a people-first workplace for both employees and clients. Led onboarding, training, and mentorship programs to improve team integration, performance, and retention. Oversaw rosters, shift planning, and leave management, supporting smooth HR operations and resource allocation. Drove engagement initiatives to boost collaboration, morale, and recognition. Resolved daily operational and interpersonal challenges, contributing to a proactive and supportive service culture. Liaised with vendors and facilities teams to ensure workplace safety, hygiene, and compliance.

Apr 2017 – May 2018 · 1 yr 1 mo · Delhi, India

• Provided timely and empathetic resolutions to customer escalations while ensuring adherence to SLA and KPI benchmarks. Maintained accurate rosters and data logs to support workflow planning and team efficiency. Managed leave approvals, oversaw shift scheduling, and supported day-to-day team operations. Trained and mentored new team members, optimizing task allocation based on performance insights. Collected feedback and implemented process improvements to elevate service quality and team collaboration. Ensured clear communication while upholding high service standards in a fast-paced environment.