Apr 2018 – Mar 2022 · 3 yrs 11 mos · New Delhi Area, India

• Duly performed all responsibilities as a First Point of Contact in the Organization and reported to the Director of the company.
• Handled a team of 2 Operations Manager and 10 Assistant Managers with the team size of 67 people in the organization.
• Handled all the SSC/NSDC/Client Communication and Rapport Management for the Company and ensured the long term Business Relationship.
• Handled the projects scheme like PMKVY-STT, Non PMKVY, DDUGKY and State Project with NSDC (National Skill Development Corporation) which comes under Ministry of Skill Development.
• Participated in Seminars, conference and meetings conducted by various Sector Skill Councils and NSDC (National Skill Development Corporation).
• Recognized for taking company Turnover and expansion with 56 percent growth year on year.
• Successfully handled the business engagement with Sector Skill Council i.e. Agriculture Sector Skill Council of India(ASCI), Domestic Workers Sector Skill Council(DWSSC), Apparel Made-Ups Home Furnishing Sector Skill Council(AMHSSC), Beauty & Wellness Sector Skill Council(BWSSC), Electronics Sector Skills Council of India(ESSCI), Telecom Sector Skill Council(TSSC), Furniture & Fittings Skill Council(FFSC), Capital Goods Skill Council(CGSC), Gem and Jewellery Skill Council of India(GJSCI), Management & Entrepreneurship and Professional Skills Council (MEPSC), Retailers Association's Skill Council of India(RASCI), Rubber Skill Development Council(RSDC), Skill Council for Persons with Disability(SCPwD) etc.
• Responsible for client acquisition, client management, conferences, branding & reputation management for the organization and ensuring the success path.
• Responsible for the Forecasting of the monthly business from each sector skill council and ensured the achievement towards yearly revenue goal.
• Helped the organization in terms of expanding the business and Affiliation of MSAGsi from 6 councils to 21 sector skill councils

May 2016 – Oct 2017 · 1 yr 5 mos · Noida Area, India

• Successfully handled a team of 35 Customer service professionals including 2 ATL, 5 SME’s and motivated them to grow in the path of delivering the best of service.
• Successfully managed & Improved the Process AHT, customer rating, project feedback , removal of negative feedback through dissatisfied clients to gain excellence in process and brand image on e-commerce.
• Developed and executed the customer service including planning & execution of various Campaigns targeted at growth, retention, driving upselling through various stages.
• Interactions across teams and lines of business such as Allocation, Rework, Marketing, Technical and Sales to ensure the smooth run of business.
• Responsible for the development of a strong Customer Engagement in partnership with key corporate stakeholders to drive key business metrics like reducing customer attrition, upselling of premium services by CSA’s, dispute & chargeback handling, affiliate services etc.
• Invented customer sticky notes to track the customer work-progress and past communications. Implemented after the approval of directors and reduced overall 35% dissatisfaction. It enhanced the productivity of CSA’s and reduced the time spent on probing of issues.
• Highly recognized & appreciated for the efficiency in dispute & chargeback management. With core focus, saved the disputes of approximate 1.25 lac dollars (AUD).
• Appreciated by the Directors for the removal of negative feedback given via Customer on website and Google Rating. Successfully interacted and convinced the dissatisfied customers and to change the feedback from Negative to Positive. Thus, company ratings significantly increased within the turn-around time.
• Trained and mentored every Customer Service professional for Voice and Chat/email process, merged into one department and make it blended which reduced the cost of company and maximum utilization of resources.

May 2014 – Mar 2016 · 1 yr 10 mos · Delhi Area, India,

• Company Profile: Keen Business Services Pvt. Ld. is a part of Keen Centric (UK), Company’s tailored solutions into BPO, voice based Customer Service, Online Technical Support & Back office services.
• Designed relevant trainings and delivered engaging sessions with employee to create competence factor, boosted morale, and inspired employees to work adhere to company’s working protocol.
• Responsible for training need identification at various levels i.e. Organizational, Departmental and Individual.
• Executed training for sales, SPANCO adhere to process need, customer service, negotiation, rapport building, process’s key responsibility act, rules & regulations and branding
• Imparted various behavioral and basic soft skills training to the new joining and fresher.
• Developed Content and conducted Training Need Analysis.
• Monitored ROI measurement and designed Induction program.
• Maintained continuous learning, quality, discipline, interest, knowledge, motivation and positive approach within and outside.
• Managed the customer lifecycle with key interventions at different stages of payment, work-progress, demo, rectification, disputes, chargeback and feedback
• Responsible for dispute & chargeback management, rapport building, negotiation, SLA base lining & customer process management
• Executed strategy to identify Will Issues in employees within the company.
• Articulated Strategies to avoid “Grapevine communication” among employees which could impact Company's Reputation and employee's performance.

Dec 2010 – Nov 2013 · 2 yrs 11 mos · Noida Area, India

• Ensured everyday sales, upselling and operational task of team.
• Successfully managed & improved the Process AHT, C-SAT rating, service feedback, convinced & pacified dissatisfied clients in order to gain excellence in process and brand image on internet.
• Monitored and conducted daily/weekly/monthly basis performance reviews of teammates and suggested corrective measures to improve their performance.
• Communicated effectively and ensure teams are notified on all product updates and of any changes in the process.
• Successfully maintained and sent the daily, weekly, monthly and quarterly reports to Process Head on different parameters of Operations which included Chat&Call Volume, Service Ratings, C-SAT score, Premium upselling, Customer volume, Agent Performance and other KPI analysis.
• Executed training for Sales, Customer Service, SPANCO adhere to process need, Negotiation skills, Rapport Building, Business Development, Process’s key responsibility act (KRA), regulations and branding.
• Maintained continuous learning, quality, discipline, interest, knowledge, motivation and positive approach within and outside.
• Conducted Training need Identification at various levels i.e. Organizational, Departmental and Individual.
• Acted as a mentor for new Joiners to Impart the Process and Product Trainings adhere to Organization guidelines
• Managed feedback forms and process the collaboration and evaluation of training reports.
• Executed strategy to identify Will Issues in employees within the company.
• Articulated Strategies to avoid “Grapevine communication” among employees which could impact Company's Reputation and employee's performance.

Nov 2009 – Nov 2010 · 1 yr · Noida

• Gave tech support to U.K customers for their IT issues related to broadband, set-top boxes and telephone.
• Monitored and delivered the customer satisfaction/client satisfaction.
• Followed strategies and training to improve call quality as per client’s norms and communication standard, implemented for better services.
• Customer relationship and acquisition
• Delivered customer satisfaction, provided excellent customer service and fix product’s technical issues adhere to TAT (turn-around time).