Case Management:• Responsible for providing 2nd level product support. These cases could be relating to product breakdown/defect or customer changes/maintenance to meet their travel program.• Maintain a good understanding of all AEGBT OBT/Approval products to ensure world-class support to AEGBT’s OBT product.• Provide Issue triage, escalation and resolution to include:• Troubleshoot issues thoroughly by understanding the impact of solution before providing the resolution. Provide complete case research conducted prior to escalating the case to 3rd Level, Internal Partner Team or Vendor/technology partner. Test the solution or any new release of product functionality and provide information/awareness of any shortfalls before these are available to clients.• Ensure SLA agreements are adhered to for problem resolution• Provide communications to clients/fields on outages or enhancement• Keep management advised of potential problem areas and escalate any situation that may jeopardize AEGBT or vendor credibility• Provide status reports as directed on progress and accomplishments to management• Core Responsibility 2: Maintain Product Support Documentation• Create or modify product FAQ/instruction manual as necessary; this may include different versions or customized offerings of a product.• Liaise with Vendor Product Support and Product Managers to keep user documents, manuals, test plans, FAQs etc., update as needed

Leading a Team of 40 FTEs with 2 SMEs in an outbound process focused on helping Google Advertisers to optimize their Ad-words accountJob Description:o Mentoring & coaching associates to nurture an environment where they can excelo Weekly Business Review with client on the overall performance of the processo Tracking Escalation on daily basis to ensure timely resolution provided to the customerso Weekly review with SME on the Team’ performanceo Weekly Quality calibration session with the cliento Monthly skip with the span to ensure their concerns and queries are being addressedo Leading the Team of Chief Happiness officers who conducts weekly Fun Friday activities on the floorAchievements:o Lowest attrition across all spanso Maximum achievement percentage of Targeto Lowest shrinkage across all spanso Initiated/created success story blogs which consisted the journey of the Top Performers

Lead a Team of 15+ associates focused on building creatives for Ad-words accounts for multiple markets (US/UK/AU/NZ/IN)Job Description:o Mentor & develop reps, guiding them in their career path through weekly & monthly conversationso Interacting with Account Managers to ensure delivery quality ads to the Advertiserso Coaching: Live/On Floor monitoring of cases, One on one feedbacks, Performance trendo TAT Tracking: Ensuring to give priority to cases which are to be delivered within a dayo Agent Case Tracker: Ensuring no backlogs of caseso Ensuring that the standards of the ads are within complianceo Rejection: Ensuring a proper RCA for any reject caseo Employee Engagement: Conducting R&R’s and employee engagement activities on FloorAchievements:o Multiple appreciation emails from clients on service deliveryo Lowest reject cases across all spans

Senior Fraud Analyst: Jan 2013 - Jan 2015 || SME: Feb 2015 - Dec 2015 || Team Leader: Jan 2016 - Jun 2017Lead a Team of 12+ associates in an Inbound & Outbound Customer service Support catering Account Security Group for U.S & Canada BusinessJob Description:o Coaching: Call listening, feedbacks (1:1), Performance trend meeting, Bottom performance managemento Training/OJT: Training new batches, conducting sessions on soft skills and customer serviceo Development: Goal setting, Development plan setting, Career path discussiono Governance: Daily call listening, conducting class room sessions post monthly reports for overall improvement of the VOCM (Voice of customer) scoreo Meeting: Team meetings, weekly staff meetings with peers, weekly staff meetings with SDL’so MIS/Reports/Analysis: MIS-assessing performance metrics for Site/Function, MIS-assessing performance for team, identifying key drivers for low performing behaviors, communicating team/individual metricso Employee Engagement: Conducting R&R’s, conducting employee engagement activityo Employee relation issues, email exchange, meetings with ER representatives, counseling meetings with ERo Supervisor calls: supervisor calls, Liaison with different departments to resolve customers complianto Business calls: Network calls, Business update callsAchievements:o Super Nova Award 2013 || 2014o Green Prodigy Award 2013 || 2014o Fraud VOCM (Voice of Customer) Champion 2014o Appreciation from client for improving the Voice of Customer 2015 || 2016o Consistent performer throughout the yearo Appreciation email from customers throughout my tenure

American Express’s: Global Travel Service Centre - Managed by American Express Travel and was then sold off to EXL Services in March 2010: Tenure: Nov 2007 - Aug 2012American Express Global Travel Senior Travel Analyst: Nov 2007 - Feb 2010EXL Services Subject Matter Expert: Mar 2010 - Aug 2012Job Description:o Supported Business Travel in Australia and various other countries in the Asia Pacific (JAPA) marketo Support the Trainer in delivering class room training and floor support for all Training initiativeso Provided level one support to clients booking travel on various Internet (GetThere, CliqBook, Serko & Rezport) sites provided by American Expresso Profile set up support on AX eXploreo Assisted clients with Pre-Trip Auditor Tool, resending password & helped them with authorizing bookingso Liaison with Client Managers to trouble shoot for any booking tool related issueso Observe, coach and measure Travel Consultant performanceo To prepare reports, assessment sheets & maintain data as requiredo Handling Escalations and unresolved queries from the clients including Supervisory calls. o Downloading Team with new updates via e-mails Briefing and debriefings.o Maintaining productivity, AHT (Average handling time), daily volume for the Teamo Part of the GCE Team as a GCE Legend calibration calls within Internal and external clients for any updates quality & GCE (Great Call Experience)Achievements:o Quality Award: Q3 2008o Cent Percent Proficiency 2008o Moment of Magic: Jan & Nov 2008o Star Performer: Mar/Jun 2008 || Jun/Jul 2009o Client Appreciation Award: May/Jun 2009o Customer Appreciation Award: Jun/Jul 2009 || Jan/Mar 2010 || Jan/Mar 2012o Shining Star Award: Aug/Sep 2011o Facilitation Skills workshop (Train the Trainer) Mar 2011o SEA (Special Excellence Award) for the year 2011o Certificate of Appreciation for C-Sat improvement 2012