Mar 2024 – Mar 2025 · 1 yr · Bengaluru, Karnataka, India · On-site

• Developed and executed a comprehensive strategy to enhance customer experience for PhonePe across Payments, Insurance, and e-commerce verticals.
• Aligned training and quality initiatives with internal and external teams to support business growth and complexity.
• Partnered with outsourced vendors to improve operational support metrics, focusing on customer satisfaction and experience metrics.

Sep 2022 – Jan 2024 · 1 yr 4 mos · Bengaluru · On-site

• Directed transformative programs that significantly improved NPS from 6.6 to 26.7 and CSAT from 75% to 80%.
• Transitioned to tool-based quality audits and automated dashboards, integrating transformation into business OKRs.
• Led the Transformation Vertical, achieving annual business improvements exceeding $3.4 million.

Feb 2021 – Sep 2022 · 1 yr 7 mos · Bengaluru, Karnataka, India · On-site

• Directed transformative programs at Razorpay, enhancing NPS from 6.6 to 26.7 and CSAT from 75% to 80%.
• Transitioned to tool-based quality audits and automated dashboards, integrating transformation into business OKRs.
• Led the Transformation Vertical, achieving over $3.4 million in annual business improvements.

May 2016 – Oct 2019 · 3 yrs 5 mos · Hyderabad Area, India · On-site

• Managed vendor strategy and operational transformation across nine verticals for ~6,000 employees.
• Developed quality diagnostic tools, saving over 100 FTE hours in manual efforts.
• Achieved $50,000 in revenue savings through innovative vendor engagement models.

Apr 2015 – Jan 2016 · 9 mos · Gurgaon, India · On-site

• Led training, performance, and operational excellence across multiple sites and vendors, managing over 2000 FTEs.
• Implemented Six Sigma projects, generating an additional $2MM in annual revenue through improved sales programs.
• Achieved a CSAT score of 93.14% by reducing defects and variations in employee performance.

Jan 2010 – Mar 2014 · 4 yrs 2 mos · Gurgaon, India

• Responsible for overall Operational Quality, Training & Operations Process Compliance of multiple Technical & Sales Program On site and multiple Vendor sites.

Mar 2014 – Apr 2015 · 1 yr 1 mo · Noida Area, India · On-site

• Developed and deployed Quality & Training strategies for Adobe India, enhancing operational efficiency.
• Led the establishment of the Quality & Training department, overseeing hiring, training, and task allocation.
• Improved staff performance from 58% to 74% through a coaching-based approach, fostering self-realization.

Feb 2009 – Jan 2010 · 11 mos · Gurgaon · On-site

• Determining call centre operational strategies by conducting needs assessments, performance reviews, training and quality capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies. Participate in Pre-transition and transition workshops. Collaborate with Hiring/HR to ensure the right hire and high training yield. Partner with the leadership team and customer to provide the most cost-effective training and Knowlege Transfer solution. Work closely with the customer to understand their current landscape and design the KT solution accordingly.

Dec 2007 – Feb 2009 · 1 yr 2 mos · Kolkata · On-site

• Service Delivery efficiency, Quality and Training, Knowledge Management and Process standardization in Tech support Domain. Responsible for end to end business results for one of the silicon valley client.

Jun 2006 – Dec 2007 · 1 yr 6 mos · Chandigarh, India

• Led a team of technicians diagnosing, troubleshooting, and repairing computer systems, software systems, or application. Managed the operations, training, quality and communication aspects for a team of 40 operators troubleshooting and working on the Dell PC users.

Jul 2003 – Jun 2006 · 2 yrs 11 mos · Gurgaon · On-site

• Microsoft Windows XP (Voice based process)
• Served as a Team Manager in the technical process for Microsoft Windows XP and Professional.