Responsible for service experience enhancementProcess Re-engineering and adherenceCRMDrive C-Sat model and Brand imageryProcurement Designing of solution oriented productCoaching and team development

Worked as Lead – Call Center and Service recovery (Nationally), Corporate Customer CareIdentifying customer impacting issues, implementing solutions and process improvements to increase customer satisfaction rateDrive process improvements & operational efficiency of the site. Understanding and effectively utilizing resources provided by internal systems, dept.Partner & People Management: Cost Budgeting, Call Forecasting, Attrition check and controlProcess checks – KPI achievement like Quality , AL, Repeat, SLA and CPC etc Leading and developing team members; responsible for the overall direction, performance management, coordination and evaluation of the team. Actively participate and drive the continuous improvement culture through QUICK projects. Identifying and eliminating barriers to accuracy, productivity, and quality.Carrying out supervisory responsibilities in accordance with TTSL policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution. Communicating policies to associates and become the primary information source for staffPrevious roles at TTSL (Mar 2011 - July 2013)Heading Quality Audit Process – Tata DOCOMO & Virgin MobileQuality score measurement & improvementSelection, Induction, certification of Quality AnalystPrevious roles at TTSL(Nov.2007- Mar 2011): Worked as Center Manager – BPO Operations (North & West), Corporate Customer Care.Outsourcing Partner - Tech Mahindra Ltd. Associate strength – 400, monthly transactional volume – 6 Lac.Key Processes - Customer Complaints, Customer Requests/Value Added Services Provisioning, Pre-Bill Run Reconciliations/corrections, White/Electronic Mail, Escalations Business Process amendment ,cascade, floor training & certificationResponsible for contractual KPI and Invoicing with service partners

BPO Operations (North & West), Corporate Customer Care. Reporting to Center Head – BPO Operations (GM)

 Handling Reliance Web store service Retail Operations for Jaipur Cluster. Processes managed: Complaint management, Provisioning, Stock inventory and Retention Training ,mentoring associates, quality and process certification Key performance indicators - Complaint Resolution, SLA adherence and Churn

 CAF provisioning/Installation Complaint management & SLA adherence  Hub Coordinator - Broad band Division MIS and Data Analytics