Jan 2022 – Present · 4 yrs 4 mos · Noida, Uttar Pradesh, India · Remote

• Managing performance appraisals and development plan for Team Leaders and ensuring the same has been done for the Advisors and Process Experts /Coaches.
• Consequence Management - structured format for managing under performance also leading to termination.
• Organized events for employees to ensure learning opportunities, well-being, employee engagement.
• Work closely to ensure high employee morale and retention initiatives.
• Conduct skip level meetings at regular intervals to address concerns if any.
• Responsible for staff performance, management, and rewards & recognition programs
• Work with the Team Leaders/Operational Manager to plan and provide support and guidance with Disciplinary & Grievances, completing documentation and conduct interviews.
• Managing the Customer Service voice/chat domain Operation and on job training team of 88 Full time employees (Includes 4 Team Leaders, 4 SME’s and 80 associates.) at Delhi/NCR location.
• Manage attrition and retention strategies for my domain.
• Strategies built focusing on Customer satisfaction. High focus CSAT (Customer Satisfaction) through rigorous check on quality, coaching and feedback driving teams towards higher performance and quality.
• Met all the SLAs for the business as per the target set by the stakeholders, keep them informed through WSR’s / MSR’s (Weekly/Monthly business reviews) with the leadership team and stakeholders.
• Managing the recruitment and selection process. Formulating job descriptions and hiring process.

Jan 2022 – Jun 2024 · 2 yrs 5 mos

• · Managed Customer Service operations for 88 FTEs (Voice/Chat).
• · Oversaw performance appraisals, disciplinary actions, and talent development.
• · Designed and executed employee engagement initiatives and skip-level meetings.
• · Ensured CSAT goals and SLA compliance via WSRs/MSRs.
• · Led recruitment, onboarding, and performance coaching initiatives.

Sep 2020 – Dec 2021 · 1 yr 3 mos

• · Managed 15-member team in tech support (Voice & Chat).
• · Led NPS-focused strategies and participated in Secure CX project.
• · Delivered feedback, daily standups, and employee satisfaction surveys.
• · Provided process improvement suggestions to clients/leadership.

Sep 2019 – Dec 2021 · 2 yrs 3 mos

• Responsible for Services in Operations and Training for end-to end management from people management, SLA management, Stakeholder Management by Working closely with Quality, Training, HR, MIS and Onshore team to ensure smooth operation.
• Managing an Operations team (voice chat Process) size of 15 Full Time employees (excludes 1 L2 & 1 Case manager), ensuring the shifts are managed properly with appropriate headcount requirement is met in all intervals
• Imperative part of secure CX project, managing and leading for Dell Concentrix team.
• NPS focused strategies formulated to ensure customer satisfaction is treated with utmost priority and building a brand along with other KRA’s
• Feedback and coaching to all team members to ensure performance metrics are met as per the target set by clients
• Conduct daily team meeting to understand the challenges and providing solutions -100% scores on employee opinion surveys conducted internally for my team.
• Sharing inputs for process improvements and suggestions wherever needed to clients/leadership.
• Managing an Operations team (chat Process) size of 18 Full Time employees (excludes 1 support) -Focused on delivering quality as per the county standards and guidelines demanded by stakeholders. -NPS focused strategies formulated to ensure customer satisfaction is treated with utmost priority and building a brand along with other KRA’s
• Performance management for cluster, Compliance trained and practiced. Issue sanctions as per the cases highlighted with HR. ensuring all the shifts are managed properly with appropriate headcount requirement is met in all intervals.
• Set KRAs for the agents /L2s and ensure KRAs are aligned to the client SLAs and the overall organizational goals
• Weekly & Monthly service review with the management.
• Weekly scorecard shared with individuals along action plan to improve and sustain the performance.
• Responsive escalations and close monitoring to ensure smooth business transactions.

Sep 2019 – Sep 2020 · 1 yr

• · Oversaw 18-member chat process team.
• · Developed performance management plans and ensured SLA alignment.
• · Conducted weekly service reviews, escalations handling, and reporting.

Jan 2019 – Sep 2019 · 8 mos

• As a Team Leader was managing end-to-end operational requirement of the team members by delivering the KRA’s set by the organization. Key responsibility includes but were not limited to the following -
• Responsibilities:
• Managing an Operations team (Chat Process) size of 30 Full Time employees (includes 2 plus ones and 2 coaches),
• Focused on delivering quality as per the county standards and guidelines demanded by stakeholders. -CSAT focused strategies formulated to ensure customer satisfaction is treated with utmost priority and building a brand.
• Delivered train-the –trainer sessions on skype to stakeholders for the business in Berlin and Hong Kong for the products.
• Onus of regular Calibration calls between countries and swift actions on follow-ups thereafter. -Manage attrition and retention strategies for my domain by introducing learning and growth opportunities etc. Focused on employee engagement and well-being of employees.

Jul 2018 – Sep 2019 · 1 yr 2 mos

• · Led 30-member chat support team across multiple geographies.
• · Delivered train-the-trainer sessions for stakeholders in India & UAE.
• · Focused on CSAT strategies, retention, and engagement initiatives.

Mar 2015 – May 2018 · 3 yrs 2 mos · OKHLA · On-site

• Over 3 years of work experience in TRUEVISION BUISNESS SOLUTIONS PVT. LTD in Operational and Training roles –
• Responsibilities:
• Managing the technical support team for 150 FTE's (Inbound/Outbound team) Full time employees (Includes 8 Team Leaders& 4 Coaches). Responsible for business at Delhi/NCR location.
• Strategies built focusing on Customer satisfaction. High focus on CSAT (Customer satisfaction). Eventually focused on customer service through rigorous check on quality, coaching and feedback driving teams towards higher performance and quality.
• High focus on employee Satisfaction through engagement and creating growth and learning opportunities to drive retention. This was evident through EOS (Employee Opinion surveys) held quarterly and drive employees to perform better.

Mar 2015 – May 2018 · 3 yrs 2 mos

• · Managed technical support for 150 FTEs.
• · Developed customer satisfaction and employee engagement strategies.
• · Drove high CSAT and low attrition through quality and performance focus.

Dec 2013 – Feb 2015 · 1 yr 2 mos · Okhla · On-site

• Handling a sales and customer service team of 15 sales executives and making sure that they achieve their assigned target.
• Maintaining MIS (Daily Sales Report, roaster, and all other day to day reports)
• Motivating the team with daily incentive schemes.
• Supervising the Services Operations of the BPO and monitoring the work force of 15 team members from various functional departments.
• Successfully achieved team targets regularly with proper process management, planning & control.
• Interacting directly with the client to set regular call monitoring sessions and to obtain / deliver feedback on performance.

Dec 2013 – Feb 2015 · 1 yr 2 mos

• · Supervised 15-member sales and service team.
• · Managed MIS, daily reports, and incentive programs.
• · Interacted with clients for call calibration and feedback.

Jan 2010 – Jan 2012 · 2 yrs

• Responsibilities:
• Was working in a Tech Sales process
• Selling annual plans to the customers
• Handled escalations and helped new agents close the calls and getting the payments done.

Jan 2010 – Jan 2012 · 2 yrs

• · Sold tech support plans, handled escalations, supported new agents.