Sep 2020 – Oct 2021 · 1 yr 1 mo · Bangalore Urban, Karnataka, India

• Planning and designing the program and proactively monitoring its progress, resolving issues and initiating appropriate corrective action
• Defining program controls
• Ensuring effective quality assurance and the overall integrity of the program
• Ensuring allocation of common resources and skills within the program’s individual projects
• Managing communications with all stakeholders
• Co-ordinating the projects and their interdependencies
• Managing program documentation and reporting the progress at regular intervals to the Head of Programs
• Creating transitional plans and documents to outline project expectations, scope, and schedule
• Ensuring transitions are planned and carried out in a timely manner
• Keeping all parties involved with the transition updated on its progress
• Spotting any transition related issues and creating effective solutions to resolve them swiftly
• Ensure the OKR’s and other metrics of the individuals in the team are achieved
• Support, motivate and conduct workshops to ensure the teams are aligned to the program’s goals and objectives

Mar 2019 – Mar 2020 · 1 yr · Bangalore

• Assessed, optimized and elevated operations to target current and expected demands
• Implemented conflict-resolution tactics by cooperating with clients and staff to achieve team objectives
• Developed incident management strategy, including troubleshooting, root cause analysis, and timely resolution
• Trained, mentored and supported high-performing team, providing regular performance review, feedback, and coaching in deficient areas.
• Assisted in refining procedures, defining best practices and correcting reported audit issues
• Hands-on experience in building FAQ's and implementing onto chatbots to minimize customer queries
• Assessed upcoming projects to forecast projected resource requirements
• Managed daily operations, including supervising multiple team members across multiple locations
• Contributed to the development and evaluation of service level agreements that complied with established operational parameters
• Implemented process improvements based on the identification of productivity or quality issues
• Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve the business plan and profitability goals
• Recruited, hired and trained crew members on the application of projects, customer relations, and customer service
• Devised business and technology strategies to create performance metrics, reporting, and analysis systems in support of investigative operations
• Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability
• Conducted performance reviews providing coaching and feedback to benefit both company and employee
• Evaluated and processed shift reports to assess metrics and make proactive adjustments to future plans
• Implemented policies and standard operating procedures and managed quality and customer service to implement improvements

Oct 2018 – Mar 2019 · 5 mos · Bengaluru Area, India

• Oversee the on-boarding of new accounts and ensure successful implementation
• Coordinate internal resources and third parties/vendors for the flawless execution of projects
• Assist in the definition of project scope and objectives, involving all relevant stakeholders and ensuring technical feasibility
• Develop a detailed project plan to monitor and track progress
• Track project performance, specifically to analyze the successful completion of short and long-term goals
• Develop training materials and support documentation to support user adoption, rapid responses from the support team, and availability of self-help resources
• Maintain rapport with key accounts by making periodic visits; exploring specific needs; anticipating new opportunities
• Hands-on experience in building FAQ's and implementing onto chatbots to minimize customer queries
• Ensure that communication between departments is ongoing and utilized to maintain an environment of continuous improvement
• Improve the operational systems, processes, and policies in support of organization's mission -- specifically, support better management reporting, information flow and management, business process and organizational planning
• Identify any skill gaps in the organization and undertake a recruitment program to support this
• Train staff and managers to ensure that everyone is performing adequately in their role
• Ensuring key performance indicators are in place and production targets are met
• Responsible for maintaining strong relationships with the internal staff, external stakeholders (partners, officials, regulators)

Mar 2017 – Sep 2018 · 1 yr 6 mos · Bengaluru, Karnataka, India

• Lead a team of 5 individuals responsible for acceptance/rejection of merchant activation in line with the laid down regulatory requirements
• Create and implement work procedures that will enhance the organization and departmental service delivery, operating procedures and standards
• Step in to attend to customers that are proving difficult to team members and resolve their complaints
• Give constant direction to team members to ensure that all customer inquiries are rightfully attended to on time and in the best way possible to give them satisfaction
• Provide assistance to team members who are experiencing difficulties in the discharge of their duties by putting them through and giving them personal coaching
• Perform a random sample audit of activated merchant accounts
• Accountable for due diligence of merchants that includes risk assessment, line of business evaluation and understanding various business models
• Take ownership of higher complexity cases, attend meetings and take calls with merchants when necessary
• Develop and implement regular QA routines
• Plan and organize the team's daily work to meet internal and external SLA's
• Consolidate a weekly report on reasons for ticket escalations, patterns with any type of system or process failure affecting the team
• Communicate feature requests to product managers using data from tickets and merchant feedback
• Responsible for electronic sign-off of all activations. (Ensure all checks and processes are carried out)
• Hands-on experience in building FAQ's and implementing them onto chatbots to minimize customer queries

Mar 2016 – Mar 2017 · 1 yr · Bengaluru, Karnataka, India

• Communicating with other department heads within the company to ensure the smooth and efficient functioning of the organization.
• Planning and controlling change.
• Setting and reviewing budgets.
• Managing third party relations.
• Co-ordinating with the service delivery team to ensure quality.
• Enterprise Resource Planning and Supply Chain Management.
• Making overall operational policies.

Aug 2015 – Feb 2016 · 6 mos · Bangalore

• Generating more leads with the aim of improving business. Preparing and delivering presentations to clients, having researched their business and requirements. Maintaining customer relationships and ensuring customer loyalty through flawless service.

Apr 2014 – Aug 2015 · 1 yr 4 mos

• Managing a team of 5 individuals, allocating schedules, preparing goal cards, assessing individual performance, providing training, analyzing outcomes, presenting data.