Sep 2009 – Jun 2023 · 13 yrs 9 mos · New Delhi

Mar 2008 – Jul 2009 · 1 yr 4 mos · Indore

• Radio Jockey - Purani Jeans , Mirchi Mornings , conceptualising events , copywriting , hosting ground events.

Jun 2007 – Nov 2007 · 5 mos · Mumbai Area, India

• · Conducted Risk analysis for various in-house functions.
• · Identify gaps present in the IT policy applicable at the user level.
• · Conducted compliance audits in context with the firm guidelines
• · Presenting various risks involved in daily operations to business heads.
• · Representing Mumbai site on international calls relevant to the department.
• · Liaise with operations and enabler functions for implementation of fraud preventive measures.
• · Gain insight in to industry wide initiatives regarding fraud prevention.
• · Conducted physical security review for vendor sites present in Mumbai.
• · Conducting induction for new hires explaining the department overview and setting user expectation

Jul 2006 – Jun 2007 · 11 mos · Mumbai Area, India

• · Conducted Risk analysis for Barclays and 3rd party processes present in the organization.
• · Identify gaps present in the operations related to service levels defined in contracts / service agreements and suggest action plan to achieve them.
• · Conducted compliance audits in context with the Contract and international laws applicable.
• · Conducted HR audits based on process requirement for discrepancies.
• · Created Risk n Rigour profiler for Barclay’s process for two subsequent quarters.
• · Liaise with operations and enabler functions for implementation of fraud preventive measures.
• · Gain insight in to industry wide initiatives regarding fraud prevention.
• · Conducting Bottom up risk assessments to report business risk if present and suggest ways to mitigate the same.
• · Conducted logical access review to highlight any gaps in creation or deletion of the same.
• · Conducted physical security review for different sites.
• · Trained assistant manager Sparsh BPO Gurgaon – compliance on different activities to be performed for the clients present
• · Conducted Contractual obligation audits for Sparsh BPO Gurgaon.
• · Liaison with clients present on Sparsh BPO - Gurgaon to understand compliance requirements and effectively deploy the same.

Apr 2004 – May 2006 · 2 yrs 1 mo · Mumbai Area, India

• · Managing a team of 23 Customer care representatives providing support for a UK based shopping catalogue.
• · Rolling out new procedures requested by clients.
• · Reviewing performance of the team members in context of the SLA's defined by the client.
• · Conceptualized and implemented events to keep the CCA morale up on the production floor.
• · Providing feedback after transaction monitoring.
• · Conducting quarterly appraisals

Jan 2002 – Jan 2004 · 2 yrs · Mumbai Area, India

• Managed a team of 18 technical support consultants providing support for a US based internet service provider and their client software.
• · Trained new set of coaches on process knowledge.
• · Introduced training programs for achieving smoother transition from training to operation.
• · Implemented neo ways to increase site performance
• on SLA defined by the client.
• · Developed tools for better performance of technical support consultants and presented the same to clients which were implemented by them at captive
• sites.
• · Represented Mumbai site on conference calls with clients.
• · Conducting quarterly appraisals