May 2022 – Nov 2023 · 1 yr 6 mos · Mohali district, Punjab, India

• Lead team responsible for business analytics, developing operational workflows, strategy, and process to support growth.
• Work with senior leaders to understand growth drivers and develops systems, tools, and new workflows to better support the business.
• Develop quarterly and yearly strategic roadmaps outlining key cross-functional initiatives to help drive the business forward.

Oct 2021 – Feb 2022 · 4 mos · Mohali district, Punjab, India · Remote

• Performs call monitoring and assessment of Non IT recruiters for both outbound and inbound calls
• Listening of call recordings for the calls made or received by the associates to check required quality
• parameters are achieved
• Analyzes/audits emails to identify areas of service delivery that did not meet pre-established
• performance standards
• Uses tools to gather data and analyze trends or patterns affecting quality
• Scoring of calls based on call quality parameters like Soft skills, process goals, customer service,
• Telephone Etiquette and documentation
• Performs mock calls with new hires post-training to determine readiness for moving into support
• Monitors email responses to customers Provides grammatically correct, specific and actionable
• feedback to ensure effective coaching with minimal impact on recipient efficiency
• Develops and conducts targeted group coaching sessions for analysts that address Service Quality

Nov 2020 – Jul 2021 · 8 mos · Mohali district, Punjab, India · On-site

• Collaborate with cross-functional teams across the company, particularly marketing and leadership
• Managing the day-to-day activities of the team.
• Motivating the team to achieve organizational goals.
• Developing and implementing a timeline to achieve targets.
• Delegating tasks to team members.
• Conducting training of team members to maximize their potential.

Mar 2018 – Apr 2019 · 1 yr 1 mo · Mohali district, Punjab, India

• Requested customer feedback to determine improvements in business operations and processes.
• All compliance related documents are properly filled for all clients
• Accountable for ensuring all the essential guidelines are put in proper place accurately adhering to
• industry rules and regulations
• Conducting internal audits and reviews at regular intervals to ensure that compliance procedures are
• Responsible for client handling, ensuring with no escalation
• Drive and facilitate process improvement initiatives and quality audits & Team Management

Aug 2016 – Mar 2017 · 7 mos · Gurugram, Haryana, India · On-site

• Experienced senior associate with demonstrated history working with customer service industry.
• Skilled in sales and boarding merchants on the platform
• Maintained merchant and customer relationship
• Worked with Device Management team to ensure all the merchants devices working appropriately
• Worked with sales team to collaboratively reach targets consistently meeting and exceeding personal
• quota
• Maximized productivity by keeping detailed records of daily progress and identifying and Rectifying
• areas
• Answered customer questions and provided store information.
• Communicated clearly with customers in person and via telephone, driving positive experiences.