Apr 2017 – Apr 2023 · 6 yrs · Noida · On-site

• Headed a multi-channel contact center as a P&L leader (annual revenue of 30 Cr), driving revenue generation across diverse verticals including Print, Radio, Digital, and Education.
• Designed and executed sales strategies through inbound and outbound channels, delivering consistent revenue growth while improving customer lifecycle value.
• Developed new revenue channels and campaigns across platforms like OTT Play, HT Education, Real Estate, Fever FM, and more, transforming the contact center into a profit-driven unit.
• Spearheaded performance enhancement programs, contributing to higher CSAT scores and improved retention, while keeping operations cost-effective.
• Implemented process automation, CRM, and WFM tools to enhance efficiency, optimize resource allocation, and maximize revenue per advisor.
• Regularly collaborated with internal stakeholders to improve monetization of customer touchpoints and design campaigns that directly impacted top-line growth.

Dec 2014 – Jan 2017 · 2 yrs 1 mo · Noida, Uttar Pradesh, India

• Handled business operations, customer service and telesales (inbound and outbound) processes for the TV shopping channel and website operations at India Today.
• As Customer Experience, was responsible for vision, strategy and execution including experience design, voice of agent and customer,
• P&L leader for multi-functional Customer Experience teams encompassing Contact Centre, Process Quality and Training, Back-end operations including request processing, Retentions and Relationship management
• Collaborate with cross-business stakeholders to improve sales, create a unified, unique visit experience across locations through consistent in-house branding and create a memorable customer visit experience
• Basic responsibilities:
• responsible for overall sales numbers as well as service delivery
• Business operations: order management and service level management at all the stages in order life cycle.
• Tracking and raising red flags in case of non-compliance of TATs and other matrix
• Analyzing and evaluating the various technology options available for managing customer experience, resource optimization. This includes technology to manage call flow analytics, CRM, ticketing etc.
• Ensuring satisfactory CSAT through partners.

Aug 2014 – Dec 2014 · 4 mos · Okhla Phase-2, New Delhi

Aug 2012 – Jun 2013 · 10 mos · Gurgaon, India

• Managed the entire customer support division for Yebhi, which included inbound (voice and email), outbound (sales) and social media channels and other support functions like quality, training etc.

Jan 2009 – Aug 2012 · 3 yrs 7 mos · Gurgaon, India

• Heading client servicing operations (Pan India) for HT's online job portal, Shine.com.

Jan 2007 – Nov 2009 · 2 yrs 10 mos · New Delhi Area, India

• The company is engaged into due diligence, Risk Management, research and screening services. It caters to most of the fortune 500 companies worldwide.
• Overall in charge of the Pre & Post Employment Background Screening Division (Risk management) at the Delhi location. It involved client relationship management and supervision of overall operational activities of the Branch to ensure the achievement and augmentation of revenue targets.

Sep 2000 – Feb 2007 · 6 yrs 5 mos · Gurgaon, India

• Worked with world's biggest e-retailer, Amazon.com at various levels while working with IBM Daksh. Worked for Amazon US, UK, CA and other affiliate sites during the overall tenure.