Feb 2020 – Apr 2024 · 4 yrs 2 mos · Gurgaon, India

• Heading outbound sales for SBI Cards wherein I was supposed to manage outsourced BPO partners who were supposed to revenue generation for SBI Cards

Feb 2019 – Oct 2020 · 1 yr 8 mos · Gurugram, Haryana, India · On-site

• Droom is an online automobile platform that connects buyers and sellers of used cars, new vehicles, motorcycles, and even aircraft. Was heading the captive telesales team and customer service team for Droom.

Apr 2016 – Jan 2018 · 1 yr 9 mos · Gurugram, Haryana, India · On-site

• Managed outsourced partners/vendors for Telesales activity.

Jul 2014 – Sep 2016 · 2 yrs 2 mos · Noida, Uttar Pradesh, India · On-site

• Was heading outbound sales for Timesjobs.com wherein I was supposed to manage outsourced BPO partners who were supposed to revenue generation.

May 2011 – Jun 2014 · 3 yrs 1 mo · Noida Area, India

• Was taking care of the inbound customer service team for the Jobseeker business.

Jan 2008 – May 2011 · 3 yrs 4 mos · Noida, Uttar Pradesh, India · On-site

• Religare (A Ranbaxy Promoter Group) is an emerging markets financial services group with a presence across Asia, Africa, Middle East, Europe, and the Americas. In India, Religare's largest market, the group offers a wide array of products and services including broking, insurance, asset management, lending solutions, investment banking, wealth management, IT and BPO operations. With 30,000-plus employees across multiple geographies, Religare serves over a million clients, including corporate and institutions, high net worth families and individuals, and retail investors.
• In my current role, I am responsible to lead projects (voice & back office). I have worked in the space of BPO operations for multiple domains. Lead, manage, inspire and motivate a team of Team Managers and Deputy Managers to deliver a best in class customer experience and operational efficiency through effective performance and resource management.

Oct 2004 – Dec 2007 · 3 yrs 2 mos · Noida, Uttar Pradesh, India · On-site

• HCL is a leading global Technology and IT Enterprise with annual revenues of US$ 5.3 billion. The HCL Enterprise comprises two companies listed in India, HCL Technologies and HCL Info systems.
• Handled a blended process called Macys.com where the customers used to call or email to get various queries related to the online shopping website Macys.com answered. It was an inbound customer service US based process where the customers used to call or email regarding the various products and services available online e.g. delay in receipt of the order, cancellation of the order etc.
• I was involved in process migration with emphasis on procedural, technical and quality aspects. The role entailed defining selection procedures, recruiting agents/ Quality coaches and subsequently imparting training to them. It involved extensive calibrations on the quality expected by the end customer and the client. Understanding of systems, operational functions, contractual service level agreements were regular features of discussions. Later I was involved in setting up the business in India, ramp ups, streamlining of various functions etc.
• I have also handled an outbound UK based process called Pathfinder. It was a non-technical process where the agents called British Telecom's past and present customers to know the various telecommunication services used by them like internet connection, mobile phones and landline phones etc and the data acquired by the agents was being sent to the sales dept. so that they could do the necessary analysis and based on that product development could be done.
• I have also handled another process from BT called Business Events .This process comes to HCL BPO periodically as and when BT organizes Business Events in the UK. These events are organized all over the UK and entails display of all BT products and services.

Apr 2002 – Oct 2004 · 2 yrs 6 mos

• Provide Technical Support to a team of 28 agents who require help while troubleshooting Internet Connectivity, E-mails, NIC's, Modems, Routers, Wireless Internet Connectivity, HPNA Connectivity for the customers.
• Monitor agents to identify their areas of improvement.
• Provide Feedback and Coaching to the agents.
• Train agents on their technical and soft skills.
• Make Action plans for each agent based on their areas of improvement identified.