MNC Experience: 13.8 years of experience in P&C Insurance, O2C Billing & Collection (AR & RI), Pension Payout for US Define Benefits & Banking Support

• Project Member of Six Sigma Green Belt Project - DMAIC on CoE (Centre of Excellence) to merge 2 Line of Business - US DB and UK DB for Mercer Consulting • Project Member of Six Sigma Green Belt Project – DMAIC on Automation (Robotic Processing) of Cashout Process that further will lead to 30+ FTEs Efficiency release for Mercer Consulting• Project Member of Six Sigma GB Project - RAPID on NIGO Reduction - US DB Process for Mercer Consulting• Project Member of Six Sigma GB Project - DMAIC on AHT Standardization - US DB Process for Mercer Consulting

• Managed the span of 17 FTEs and was responsible for Policy Processing team where the Span strength was of 80 FTEs• Responsible to prepare Queue Work Dashboard and present the same to Clients during Monthly Dashboard call • Lead Alliance Migration project across areas/process for Genpact and was single point of contact to design and represent the performance to Allstate Clients through weekly calls and monthly Alliance Deck • Responsible to prepare Daily, Weekly & Monthly reports across areas/process• Lead Hiring requisition of all Processes by doing the backfill with HR coordination and by conducting Operations final round • Lead “Volume Projection” for Delhi & Hyderabad locations to ensure that SLAs are met on weekly and monthly basis • Tracked process Quality (Internal & external) to ensure that SLA for Accuracy is met with multiple check points and by continuing action plans• Lead timely contest (Weekly & Monthly) on production floor to keep the operational output high• Maintained the rigor of Client connect by keeping proactive approach with solution plan of all current & upcoming challenges & changes

Role as a Supervisor Helpdesk:• Functioning as a part of the support group and taking escalation calls for the largest Telecommunications company AT&T (American Telephone & Telegraph)• Maintaining agents tracker on daily basis with type of issues being escalated by each agent and sending weekly reports to Manager Operations on site’s Escalations Desk performance• Mentoring and coaching new team members in order to bring up the team results Role as a Sr. Advisor:• Handling inbound calls & providing service to customers and thereby up selling new telecom services.• Managing customer care & billing in 50 states of USA• Meeting and exceeding the targets on a monthly basis• Mentoring and coaching new team members in order to bring up the team results