Jun 2022 – Feb 2024 · 1 yr 8 mos · India

• Key Result Areas:
• Leading Product Traceability for India and Sri Lanka for Inditex products (Apparel, Home and Accessories), by ensuring manufacturing units involved in Inditex Production adhere to Traceability requirements and to mitigate risk of undisclosed production, unapproved home working, child labor and product integrity.
• Updating the Sustainability Leadership Team and Commercial Teams – ZARA (Women, Men and Kids), ZARA Home, Massimo Dutti, Lefties, Pull & Bear, etc., on the issues observed through Traceability Audit, Social Audit and Investigation.
• Established and Implemented Framework for Organic Cotton Due Diligence at Implementing Partner and ICS based on Organic Cotton Standards NPOP/NOP. This Framework is implemented Globally in Cotton Growing Countries, i.e., India, United States, Pakistan, Turkey and Uzbekistan.
• Coordinating with external stakeholders involved in Organic Cotton Production - NOP, NPOP, GOTS, OCS, Better Cotton, APEDA, OCA, etc.
• Working on continuous Due Diligence to have inclusive information on the supply chain (Tier 1, 2, 3 and 4 factories) and its associated risks including cotton and other related raw material in textile.
• Capacity Building at the upstream supply chain - Ginning Mills, Spinning Millis, Weaving Mills, Washing Units, Dying Units, Cut to Pack, etc., through Competence Visit, Social Audit, Corrective Action Plan – CAP and other engagements.
• Lead suppliers’ corrective action plans and follow through verification audits to support remediation of Social, OHS and Environmental Non-Conformities.
• Coordinate with the supply chain and relevant stakeholders (internal and external) to prevent, eliminate the potential risks.
• Highlights:
• Leading Product Traceability for India and Sri Lanka for Inditex products (Apparel, Home and Accessories)
• Established and Implemented Framework for Organic Cotton Due Diligence Globally in Cotton Growing Countries, i.e., India, United States, Pakistan, Turkey and Uzbekistan.

Jun 2018 – Jul 2022 · 4 yrs 1 mo · India

• Key Result Areas:
• Managing Compliance for factories located in China, Vietnam, Cambodia, India, Bangladesh and Pakistan.
• Conducting Social Compliance Audits and Security audits at factories in India and China to help them prepare for the brands audits/ third party industry audits such as Sedex, BSCI, WRAP, SCAN, etc.…
• Coordinating with Brands such as Wal-Mart, JCPenney, Kohl’s, Meijer’s, Macy’s, etc.… regarding factory compliance and audit requirements
• Conducted Quality Inspections for apparel in India, China and Cambodia
• Analyzing vendor and factory social compliance systems; conducting root cause analysis, implementing effective solutions to support capacity building remediation plans
• Working with vendor and factory management to improve audit assessment ratings to ensure meeting of predetermined organizational standards
• Training and Onboarding new factories for various brands
• Worked with Vendor to develop system platform to upload QA Final Inspection reports, these reports are used to track supplier performance.
• Highlights:
• Learned Quality Compliance within a month and handled Quality Inspections for India, China and Cambodia
• Helped various factories in China, India, Vietnam, Bangladesh, Turkey, etc to recover from a poor audit rating to Good and sustain the same rating for multiple brands
• Successfully completed various projects/ surveys for buyers such as Walmart’s Gigaton and Sustainability index. Higgs Index. Conflict Minerals Reporting, for Ascena, Kohl’s, Macy’s, etc...

Jan 2016 – Mar 2018 · 2 yrs 2 mos

• Work with Wal-Mart suppliers, industry associations, Governments, Non-Governmental organizations and other stakeholders on collaborative initiatives and partnerships.
• Understand and evaluate supplier and factory social compliance systems. Conduct root cause analysis and implementation of effective solutions to support capacity building remediation plans. Responsible for improving audit assessment ratings to meet predetermined organizational standards.
• Perform effective facilitation of supplier development programs such as Responsible Sourcing Audit Orientation (RSAO), Violation Correction Training (VCT), Factory Remediation Program (FRP) within India.
• Conduct shadow and validation audits to ensure that the audit firms are following the set protocols. Provide feedback to audit firms/Auditors in case any variations are noticed.
• Ability to examine and understand factory violations and the capability to define, diagnose and resolve programs based on appropriate holistic resolution.
• Ability to make meaningful contribution to ethical standards and sustainability issues by taking conscientious initiative on assignments and responsibilities.
• Knowledge and expertise of supplier and factory remediation and development including effective root-cause assessment, appropriate and objective issue-resolution recommendations, and proposal of successful implementation plans.
• Support suppliers and factory management in taking ownership for deriving and implementing socially responsible and sustainable solutions which support continuous improvement.
• Participate in strategic initiatives which support RS and Sustainability goals and objectives.
• Work collaboratively with cross-functional teams and stakeholders to understand and integrate audit or investigation findings into supplier and factory development and remediation efforts.
• Knowledge of local and regional issues effecting social and environmental conditions.

Aug 2013 – Jan 2016 · 2 yrs 5 mos

• Ensure implementation of the Responsible Sourcing program of Walmart in the assigned retail markets.
• Assessing the audit reports submitted by the audit firms, study the findings, match the findings to the local law and Walmart standards requirements and grade the factory according to the severity of the finding.
• Take ownership of the process from the disclosure of the factories on Walmart’s factory supplier management portal to the last step of assessing the audit reports, thereby grading factories that determine their business worthiness for Walmart from a Social Compliance stand point.
• Liaise with audit firms to ensure the audits are conducted in a timely manner, monitor their performance, provide them timely feedback on quality of audits and audit reports.
• Need to be involved in the day to day coordination with third party audit firms in assigning them the Responsible sourcing audits for factories.
• Address any delays or resistance that the audit firms faces in conducting these audits and also to ensure the audit is completed in the stipulated time frame.
• Work with local contacts in various countries to implement the RS program.

Sep 2011 – Aug 2013 · 1 yr 11 mos · Bengaluru Area, India

• Working as an Administrator to Store Directors and Group Personnel Managers (Work level 4 and Above).
• Analyzing data and preparing various reports relating to sales, performance, shrinkage, profit etc for store directors
• Preparing Offer Letters for the Senior Team, actioning Salary changes, handling Appeals & Grievances, attending conference calls
• Assembling and analyzing information and preparing/compiling databases
• Prepare detailed reports and other MIS within timelines, as and when required
• Follow strong adherence to committed deadlines & established ways of working (Standard Operating Procedures)
• Meeting targets and completing requested tasks effectively and in an innovative manner

Dec 2009 – Sep 2011 · 1 yr 9 mos · Bengaluru Area, India

• Monitoring and evaluating calls of Agents is USA.
• Analyzing and determining standards of the quality delivered by the Customer Support Representatives.
• Preparing audits reports to improve performance of the Representatives.
• Hosting calibrations with clients to discuss the current performance and providing feedback to improve on same which will lead to greater standards of customer service.

Feb 2006 – Dec 2009 · 3 yrs 10 mos · Bengaluru, Karnataka, India

• Providing Customer Support for customers based in USA, UK, Canada and Singapore.
• Well acquainted with transactions on Savings Bank Account, Home Loans and Remittances.
• Well acquainted with managing international customer banking queries, providing suitable solution based on customer requirements, retaining upset customers, promoting services and products of the firm.
• Providing on the job training for new associates on the floor.
• Barge in, monitors calls made by agents on a regular basis to identify and rectify performance gaps & share feedback one on one basis.
• Coaching associates on communication skills.
• To assess, certify and report on learner performance.
• Maintain records of training activities, monitoring the effectiveness of training programs and follows up on Pre and Post training evaluation.
• Good experience on quality control for inbound calls, Ability to monitor & maintain high quality standard.
• Conduct assessments to measure knowledge & skill sets.
• Counsel and motivate trainees / associates on the floor.