Mar 2025 – Dec 2025 · 9 mos · Aligarh, Uttar Pradesh

• I am presently on a career break, dedicating time to caregiving responsibilities and advancing my expertise in Agentic AI. This intentional hiatus has allowed me to grow both personally and professionally. I am now fully prepared and enthusiastic to re-enter the workforce and contribute to leadership and operational excellence with a fresh perspective and enhanced skills.

Dec 2019 – Mar 2025 · 5 yrs 3 mos · India · Remote

• Led global Customer Experience and Social Media operations for a large scale, multi-regional global team—maintaining attrition below 5% during the COVID-19 transition through proactive engagement and flexible scheduling.
• Architected and deployed a workforce analytics platform and standardized reporting cadence that increased executive visibility, accelerated data-driven decision-making, and improved on-time resolution rates by 22%.
• Led end-to-end vendor management for a 200+ FTE partner site rollout—ensuring full compliance with Product, Legal, and Policy requirements and achieving 99% SLA adherence across multiple lines of business.
• Spearheaded AI/ML-driven sentiment analysis and automated case-routing workflows, cutting average issue resolution time by 28% and total ticket turnaround by 35%, while boosting CSAT scores by 15 points.
• Partnered cross-functionally with Product, Legal, and Policy teams to design and implement scalable governance frameworks—streamlining global social media content moderation and improving policy rollout efficiency by 40%.
• Championed a culture of continuous improvement, coaching 20+ frontline leads on Lean Six Sigma practices and Agile methodologies to optimize processes, reduce defects by 27%, and drive consistent operational excellence.

Jul 2016 – Oct 2019 · 3 yrs 3 mos

• Managed end-to-end offshore delivery for UK-based insurance claims operations—overseeing SLA governance, quality compliance, and training for a 120-member team, driving 97% adherence across three quarters.
• Led Lean Six Sigma initiatives to optimize the claims lifecycle—redesigning workflows that reduced process defects by 27% and accelerated claims resolution times by 20%.
• Architected comprehensive knowledge transfer (KT) programs and site-readiness protocols, enabling seamless transitions for three new global process rollouts with zero downtime.
• Designed and implemented onboarding and SOP frameworks that slashed new-hire ramp-up time by 40%, boosting operational readiness and reducing training costs.
• Enhanced first-contact resolution (FCR) by 15% through targeted SOP redesign and continuous coaching, elevating customer satisfaction and minimizing repeat inquiries.
• Collaborated with cross-functional stakeholders—including IT, Compliance, and Product teams—to integrate automated quality monitoring tools, improving audit accuracy and accelerating issue detection cycles by 30%.

Apr 2013 – Jun 2016 · 3 yrs 2 mos · Delhi, India

• Led dual-stream operations managing technical support and pre-sales teams for North American markets—overseeing 40+ agents across voice, chat, and remote assistance channels while maintaining 95% customer satisfaction scores.
• Engineered comprehensive knowledge management systems and standardized operating procedures (SOPs), reducing average handle time (AHT) by 20% and accelerating new-agent productivity by 35%.
• Built and scaled two specialized operational teams from zero to full capacity—establishing technical troubleshooting workflows for HP hardware/software installations, network configurations, and system diagnostics.
• Designed and implemented real-time performance dashboards using advanced analytics tools, improving operational visibility and enabling proactive escalation management that reduced issue resolution time by 25%.
• Optimized cost-to-revenue ratios through strategic workforce planning and process automation—achieving 18% cost reduction while scaling service delivery capacity by 40%.
• Developed lead generation frameworks and conversion strategies for web design services—integrating CRM tools and sales analytics to boost qualified lead conversion rates by 22%.
• Pioneered remote assistance protocols and troubleshooting methodologies for complex technical issues—including network security configurations, software integrations, and hardware diagnostics across Windows and Linux environments.