Jan 2016 – Mar 2023 · 7 yrs 2 mos · Greater Delhi Area

• 1 Adhere to the values, vision, mission and philosophy of L&D Global at all times.
• 2 Provide guidance and support to the members of the chapter.
• 3 Promote the programs and activities of L&D Global in Delhi-NCR Region.
• 4 Preside over the Chapter General Body and Chapter Core team meetings.
• 5 Lead the group from a core group of 12 people to a network of more than 400 Human Resource and Learning and Development Professionals within first year.
• 6 Conducted monthly events involving participation of corporate HR, freelancer trainers and other training organizations.

Jun 2009 – Present · 17 yrs · Greater Delhi Area

Jan 2008 – Jan 2009 · 1 yr

• 1 Managed teams and ensured that they meet the targets on matrices like Average Handling Time, Quality, First Call Resolution, Customer Satisfaction (Measured as Net Promoter Score (Which is a difference of total number of Promoters and Detractors divided by total number of surveys).
• 2 Ensured 100% Billable Minutes for the team.
• 3 Ensured excellent team performance by monitoring their work, sharing regular feedbacks and training them effectively.
• 4 Maintained 0% in attrition across the tenure of 10 months.
• 5 Apart from the regular operational activities, I have been involved with the activities like standardization of the process documents, and process improvement.
• Achievements:
• 1 Successfully handled the transition of a new business segment.
• 2 Trained different teams on the process and ensured a steep learning curve.

Jan 2004 – Jan 2008 · 4 yrs

• Operations
• 1 Conducted training on different aspects of process, communication, and email etiquette.
• 2 Ensured high Customer Satisfaction and First Time Resolution Rate along with low Average Call Handling Time across Technical Support and Customer Service processes.
• 3 Successfully managed transition of processes along with testing on various applications used for it.
• 4 Built Teams, Trained them and lead them towards excellence.
• Client Service / Quality Assurance
• 1 Discuss and finalize SLAs and process documents (FMEA, SOW, SOP etc) with client.
• 2 Resolve escalated grievances and queries of clients on a day-to-day basis.
• 3 “Risk Management and Compliance”, Single point of contact, to ensure process compliance on (ISO 9001:2000), (ISO 27001:2005) guidelines.
• 4 Implemented quality improvement measures for continual improvement in the services, ensuring higher customer satisfaction matrices, with some of the processing attaining quality of above 99% with 100% on time task completion.
• Team Management
• 1 Handled three lines of business with a team size of 15-70 Executives and provided them with training and technical help related to hardware/ software issues.
• 2 Designed KRAs and KPIs for each team, trained members and ensured that they excel on their performance
• 3 Conducted performance reviews of team members & provided feedback on areas of improvement.
• Achievements:
• 1 Was awarded with a certificate of appreciation for the contribution in ISO 9001:2000 Surveillance Audits.
• 2 Maintained 100% Turn-Around-Time at more than 99% accuracy of transactions in one of the business units.
• 3 Turned around a business unit with a history of poor performance to one of the profit making businesses.
• 4 Awarded with Employee of the month award for achieving excellence in customer service and technical support.

Jan 2003 – Jan 2004 · 1 yr

• 1. Worked with Business to Consumer outbound sales processes- Processes involved sales of different consumer utilities like credit cards, vacations packages, grants etc.
• 2. Managed transition for processes and Created process documents, including Sales scripts, FAQs, Reference documents, and rebuttals.
• 3. Conducted process trainings.
• Achievements:
• 1 Awarded with employee of the month award for achieving maximum sales consistently.