Mar 2012 – Aug 2014 · 2 yrs 5 mos · Gurgaon, India

• Set up a vendor call centre to work on client routed calls (SEM, OEM, PPC) for an inbound technical support centre for US customers. Was responsible for the service centre’s performance metrics, SLA’s, manpower planning and daily operational activities. Continuously mentored and facilitated team leaders and managers on the improvement of their team performances by training them on different ways of coaching and development. Identified best practices across the client and the vendor centre and implemented the same by recreating modified SOPs of the process.

Oct 2009 – Dec 2011 · 2 yrs 2 mos · Delhi, India

• Planned and implemented strategies for maximum brand visibility by capturing optimum market share for Attitude’s products & services by evaluating internal and external programs, promotions, advertising and materials. Worked closely with the management to explore collaboration opportunities and joint marketing programs with various vendors like Loreal, Kerastase, etc. Lead client development for the salon by creating and developing relationships through all client interactions resulting in increased business opportunities. Handled escalated client matters to ensure optimal solutions are provided. Analyzed daily & monthly reports to provide qualitative analysis for service improvement & development. Motivated and supported the service team along with identifying training and coaching opportunities for them and sending them for regular coaching classes. Lead the performance management process through regularly scheduled individual meetings including biannual performance reviews and increments.

Dec 2006 – Jun 2008 · 1 yr 6 mos · Newcastle upon Tyne, United Kingdom

• Eaga later known as Carillion Energy is the UK's leading provider of residential energy efficiency solutions and is a leading deliverer of UK governments' fuel poverty programmes. Successfully setup the Pilot process for home-workers to provide 24/7 support for emergency breakdown line for the British grant (warmfront) customers. Effectively managed the day to day performance and service delivery of the out of hours breakdown team by creating a positive environment which encouraged learning & development to ensure the highest levels of customer service were achieved clubbed along with regular & effective performance management reviews for the team members. Resolved escalated customer complaints for vulnerable customers and MP office routed complaints. Ensured the dashboards remained green and the SLA Service metrics were met at all times which was answering 99% of the calls received on the global helpline number for Warmfront. Provided guidance to advisors for instant call resolution and ensured performance objectives were achieved through on-going leadership, motivation, call monitoring and coaching & development of the team. Cross functional and upward management collaboration for continuous improvements of the process by highlighting area of concerns dependanct on other functiion. Maintaining team reports like annual and monthly advisors’ performance reports and incentives. Prepared all team reports including, performance, quality, time keeping, attendance, grievances and maintained records for all as per company’s HR policy and compliances.

May 2006 – Apr 2008 · 1 yr 11 mos · Newcastle upon Tyne, United Kingdom

• RPA is an administrative Agency for offering Rural Grants and schemes on behalf of the Department for Environment, Food and Rural Affairs (Defra).
• Worked as Admin Officer for the Document Management Unit for processing of applications for Single Payment Scheme, rural grants & payments scheme that provided help to the farming industry. It involved form indexing, scanning, and processing tasks on Oracle Business Suite by verifying uploaded documents using OCR.

May 2005 – Mar 2006 · 10 mos · Delhi, India

• Actively managed the entire operations for Sales and Activation Teams for the captive unit of First call Mobile Limited, a T-mobile,UK Mobile Dealer with HO at East Sussex. Staff Strength - 100
• Involved in Operations Management (forecasting headcount, procuring leads and cross functional collaboration for smooth operations)
• Rigorous reports analysis to drive Process Improvements for operations teams and dialler performance focusing on achieving maximum penetration on lead sets to achieve optimum contact ratio to close targets and for Sales to check any major shifts in trends to maximize revenue on sales/leads.
• Maintain all Client Service Level Agreements
• Responsible for P&L which involved close tracking of the seat utilization; per seat cost to maximize the revenue and reduce recurring costs.
• Heading process audits, quality checks, and monitoring of individual Team Leaders with detailed feedback regarding Clawbacks, the health of the process, and performance management of the teams.

Oct 2003 – Apr 2005 · 1 yr 6 mos · Gurugram, Haryana, India

• Efficiently managed operations for UK Mobile Dealer which involved Leads/Queue Management, optimizing Network Connections by Continuous Monitoring of the Sales process, Regular coaching & development of team managers to effectively manage their team productivity with increased revenue while adhering to all quality standards and constant Client Interaction to discuss production numbers and any quality concerns. Conducted daily pre & post team briefings to share any business updates & plan of action with teams. Building Strategies and plans to increase sales and train and incentivize team members and team leaders to perform their best. Conducted regular performance reviews with team managers leading to yearly appraisals.

Oct 2002 – Sep 2003 · 11 mos · Gurugram, Haryana, India

• Performed all Human Resources activities under close collaboration with the COO including both Recruitments and HR operations. Recruitments: Hiring for outbound sales processes for US & UK client companies as per process-specific selection criteria. Actively participated in manpower planning and identified various resourceful sources for recruiting the right candidates.
• HR Operations: Handling entire employee life-cycle management for 300 employees, onboarding of new batches, conducting induction day activities. Drafted and released Employee Handbook including company policies and procedures, administered yearly performance appraisal cycle by creating appraisal procedures and forms and collaborating with different teams and processes for their proposed increments and promotions. Handled Grievance and misconducts. Created annual employee engagement calendar.

Jul 2001 – Sep 2002 · 1 yr 2 mos · Delhi, India

• Actively handled all Client interactions and interviewed candidates for short-listing
• Managing database of candidates for clients which involved screening all applicants responding through ads, short-listed candidates, conducted preliminary interviews & co-ordinated final round of interviews with clients. Planning & Scheduling walk-in interviews.
• Increased client database by establishing relations with new contacts, giving presentations in different organisations to onboard us in the ir copnsultant's panel.