May 2017 – May 2019 · 2 yrs · Gurgaon, India

• Site Establishment: Set up and scaled India operations for 700+ employees across 12
• lines of business (LOBs).
• Recruitment Excellence: Introduced creative hiring strategies aligned with Airbnb’s
• values, achieving consistent NPS scores of 75+.
• Attrition Management: Maintained attrition rates below 12% in a fast-scaling environment.

Jan 2017 – Apr 2017 · 3 mos · Gurgaon, India

• An early stage start-up aiming to bring yoga within reach for the corporate through various suitable and accessible offerings. With a diploma degree in yogic sciences and teaching experience in the field and extensive exposure in corporate, I had the opportunity to work with the founder to help develop a business model that caters to dynamic and vast fitness needs of the working professional. We were able to develop a variety of 'unique' subscription products and bring on-board 300+ customers in a span of 3 months.

Jun 2015 – May 2016 · 11 mos · Gurgaon, India

• Team Leadership: Built and led a 400+ member team for Zomato’s largest online
• ordering venture.
• Customer Retention: Reduced order cancellations from 27% to <5% within six
• months, saving INR 3.6 million.
• Product Strategy: Designed and implemented Client engagement strategies that achieved a 34% drop in
• subscription cancellations in 4 months for Zomato’s first ever subscription product

Oct 2013 – Aug 2014 · 10 mos

• Managing Presales activities including RFIs and RFPs, Account Research & Requirement Analysis for Customer Service & Collections processes in a BPO.
• Developing service offering and outsourcing solution / proposals aligned to various verticals based on client requirements
• Coordinating & liaising with cross functional teams across TCS trainings & workshops as part of knowledge sharing, development and relevant and updates solutions offerings.
• Highlights:
• Was part of 3 successful deal closures of 1200, 300 and 120 process capacity for Australian and US clients.

Jun 2012 – Oct 2013 · 1 yr 4 mos

• Studied the end to end lifecycle of 16 BPO processes for customer services and collections across locations in India, & Australia, US & Philippines to devise & implement strategies for process improvement
• Coordinating with all teams involved intra and inter department including ground levels to offer feasible and effective changes that all agree with.
• Organizing workshops for inter and intra teams to keep up breast with performance, knowledge & best practice sharing.
• Performing regular audits to ensure compliance and re-affirm effectiveness of running processes
• Participate in client interactions to provide relevant inputs and help design relevant solutions for client concerns
• Responsible for providing business inputs to the pre-sales teams for cross sell/ upsell and new businesses.
• Highlights:
• Prepared a 16 structured manuals for these processes which made the process bibles. These helped expedite new process set-up.

Oct 2011 – May 2012 · 7 mos

• Strategized, implemented & managed the automated dialer system – “Avaya 5.0" for a telesales process of 90+ a renowned Australian Bank
• Responsible for end to end Dialer operations & strategy including campaign formation / churning/ monitoring, / and reporting.
• Analyzed performance on a weekly & monthly basis to share reports and key inputs and way forward with all internal and external stakeholders.
• Highlights:
• Dialer strategy led to sales improvement by 300% in 2 months
• Operated alone remotely from offsite, managed all interactions over the phone.

May 2010 – Sep 2011 · 1 yr 4 mos

• Have worked across buckets 1/2/3 on the automated dialer and relationship management side of collections
• Moved to Team Leader profile in operations within 9 months as associate by consistently achieving month on month collections targets across buckets.
• Was been recognized and awarded ‘performer of the month’ & ‘Extra Miler’ on number of occasions.
• Others
• Was a member of the KYC club formed to improve C-sat within the process
• Was a member of the internal audit team formed to help smooth sail through during internal/external audits (RCSA/CM M I/COPC) – was nominated to represent the unit for audit interviews with COPC & Deloitte.
• Was a part of the CCOP (Collections Communities of Practice) team formed to design events during client visits to improve business prospects,
• Was moved as a Project Manager for Dialer Operations & Strategy within 2 years of being a Team Leader in operations.

Dec 2008 – Apr 2010 · 1 yr 4 mos

• Started as a collections agent on the automated dialer system for bucket 1 and 2.
• Moved to specialized relationship calling for non-reachable clients that were rigorously traced and collected from within 10 days from billing cycle.
• Delivered one of the best cure and roll over rates in the team.
• Was awarded top performer on 5 occasions.
• Was awarded ‘Extra Miler’ for being a team mentor, floor walker and conducting training sessions for new joinees.

May 2007 – Mar 2008 · 10 mos · Mumbai Area, India

• My profile was that of a Customer Service associate on calls for a reputed British airline company.
• Moved to specialized call handling for members of frequent flyer club for the same airline.
• Won performer of the month on 3 occasions & client appreciation.

Apr 2005 – Mar 2007 · 1 yr 11 mos · Mumbai Area, India

• While at Linkwell I worked as a Customer service agent making call outs to customers from existing and new database for Credit Card sales for a domestic bank. (Part time).
• Won performer of the month on 11 occasions.