May 2021 – Jul 2023 · 2 yrs 2 mos · Bengaluru

Oct 2019 – May 2021 · 1 yr 7 mos

• Built a direct line of leaders who were responsible for the business partner, customer, and lender success along with manual underwriting and product operations team.
• Conceptualized and built the product operations team for Salesforce implementation, focussed on automation for operations
• Drove strategic initiatives like outsourcing customer and partner-facing operations right from the conceptualization to solve for speed and sustainability.
• Led the GTM of Chatbot implementation via onboarding the third party to reduce cost per query and improve CSAT for chat as a channel.

Sep 2018 – Oct 2019 · 1 yr 1 mo

Jan 2018 – Sep 2018 · 8 mos

Oct 2016 – Dec 2017 · 1 yr 2 mos · Jammu And Kashmir, India

• Through Bouuin, I hope to ensure that the arts and crafts of Jammu and Kashmir are
• celebrated throughout the world, while working at the grass root level with
• artisans, helping them sustain and grow their businesses.
• Channelized the un-channelized – I worked very closely with J&K handloom and handicraft department to untapped talent and artisan and provide them with a local mentor to contact or our family.
• Collaboration with NIFT/ training institutes to train/guide artisans to make products more trendy evolved and useful.
• Worked on B2B model to bring home more business for artisans by working with lifestyle brands like FabIndia and exports houses to get bulk orders which can generate sufficient income for artisans.

Feb 2016 – Nov 2016 · 9 mos · Bangalore

• I have managed the team of 3 team leads and 30 agents and contributed by:
• Setting up the complete MIS structure of reporting for CS (call, email, chat) along with sales force team.
• Strategized and inculcate ownership, team bonding, out of the box thinking in the team to achieve the best quality and connect percentage.
• Managed production with 30% less staffing along with 95 connects percentage.
• Groom senior agents of the team for the next level. Counsel them for the lateral and upward movements in their career and created roles like Quality auditor, team leads, workflow associates, assistant to Interior designer, customer experience associate.
• Actively participated to launch CES (Customer Effort Score) to enhance the overall customer experience over the phone, email, chat.
• Worked on team building activities to bridge the gap between operation and CS.
• Launched the concept of UL Tales where one or two out of the box customer experience was with complete organization.

Feb 2015 – Feb 2016 · 1 yr

• I took a lead along with managers in setting up the Compliance team for North America org in India. Along with this, my role is broadly divided into People and Process Management and is explained as below:
• Process Management: I am working as Project Mentor for the following:
• Documentation of SOP’s
• Operational Analytics Reports like Capacity Shrinkage reports, production and performance report and Service Level reports.
• People Management: The people management role majorly focused on overall team development, grooming of tenured employees and setting them for next level/promotion, bottom quartile management.

Aug 2014 – Feb 2015 · 6 mos

• As a Deem Team Lead I have managed team of 16 investigators and the followings:
• Undertook a Sanction Automation Project to automate the manual intervention opportunities and drive high efficiency with minimal touch points for a customer in the Compliance Life cycle. This involved time motion studies, deep dives, documentation, etc.
• Trained Global Trade Services team in fraud and Compliance investigations,

Apr 2014 – Jul 2014 · 3 mos

• Same as Peak Team Lead

Oct 2013 – Mar 2014 · 5 mos

• As a Peak Team Lead I have managed the team of 17 interns.
• Service Level Agreement /Administrative goals involved management of team responsibilities like attendance, team huddles, time-sheet updating, OT hiring, SLA management, productivity goals, daily/weekly target reports, etc.
• Quality/People goals involved reduction in defects and management of poor performers. This involved personal mentoring and deep study of defects to help reduce them.
• Driving Rewards and Recognitions involved encouraging the team to perform on a daily basis, even though the team was in their Ramp period.

Jul 2013 – Oct 2013 · 3 mos

• I have mentored and trained a team of 17 interns in fraud and compliance.
• I have also provided the support of Quality Auditor for investigations performed by the team.
• Under my mentor-ship, team always delivered the quality and production targets of the business.

Sep 2011 – Jul 2013 · 1 yr 10 mos

• Analyze the performance parameters of the Buyers & developers to mitigate the Credit Risk in the Amazon platform.
• Need to take decisions by the minute with an accuracy of 0.95 and with extreme caution as each decision has an impact on a number of customers, thereby, affecting the business as a whole.
• Work towards achieving very strict 1 hour of SLA goals and also to maintain the trust of millions of customers globally
• Expertise in using Neustar, targus, LexisNexis, & other third party verification software’s for conducting various fraud/risk investigations
• Re-engineering concepts and tools which can be used to re engineer the process and improve it to make the business effective and efficient
• Need to interact with teams across the globe from US & UK in order to work effectively

Jan 2011 – Sep 2011 · 8 mos

• Resarch project for New product Development
• Defining new market segments for the product
• Product positioning in market
• Feasibility level of the new product
• Conducted a market survey by using Google Docs
• Data analysis by using SPSS.

Mar 2010 – Apr 2010 · 1 mo

• Project- Comparative analysis of Hindustan Uniliver Ltd. and Wipro
• Interview outlet and educating them about the "Star n bandhan outlets".
• Promotion of new brand " Enchanter"
• Training and motivating sales force.
• Channelizing the company resources by frequently Communicating with distributor, wholesaler and retailers.

Sep 2007 – Aug 2008 · 11 mos

• Maintain Franchisee standards
• Maintaining accounts and payroll
• Recruiting beauticians, hair dressers and stylists, facial and body therapists
• Managing Customer relation
• Managing Campaigns ans promotions

Oct 2005 – Mar 2009 · 3 yrs 5 mos

• Proper utilization of monetary resources to get the maximum benefit as we expand from one room to ten room Institute.
• Managing Campaigns and promtions.
• Managing Customer Relation.
• Manging accounts and payrolls.
• Prepare resources for the classroom to make it more interactive and a great learning experience.
• Identify the needs of an individual student in the classes and to help each child develop his or her own potential