As a Group Leader at PayPal, I oversee customer service operations for North American and Canadian customers, managing both consumer and merchant transactions. I lead a critical portfolio in Payments and Disputes, supporting 95% of global volumes and ensuring resolution for complex payment issues and disputes across peer-to-peer and consumer-to-business levels.I spearhead the "Async Chat" service channel, driving superior customer experiences through meticulous attention to Net Promoter Score (NPS) and operational efficiency metrics, including Completed Contacts Per Hour (CCPH), Repeat Contact Rate (RCR), and Average Handle Time (AHT).My role involves collaboration with HR, Talent Acquisition, Process Excellence, Data Analytics, Capability, and Risk teams to identify and implement process improvements. This collaborative approach has consistently led to cost reductions, enhanced customer satisfaction, and improved employee engagement, aligning with PayPal's customer-first philosophy.

As an Assistant Vice President & SDL at Genpact, I led a team of over 400 employees managing core banking back-office operations for Toronto Dominion Bank across Gurgaon and Hyderabad. My focus was on delivering high-quality service to both US and Canadian customers, ensuring accuracy, efficiency, and compliance.I oversaw offshore operations, meeting stringent Service Level Agreements (SLAs) and leveraging robotic process automation (RPA) to boost revenue and operational efficiency. I managed a T&M billing model, generating ~$10 million in annual revenue with a 25% adjusted operating income (AOI). I also identified opportunities for additional revenue through alternative commercial models.I prioritized team growth and development, driving employee engagement and retention through targeted training and development initiatives. I collaborated with stakeholders across compliance, legal, and business units to support new workstreams and expansions. Additionally, I partnered with Lean Six Sigma and digital teams to implement process improvements and drive client value.

In my role as Assistant Vice President & Operating Leader at Genpact, I led contact center operations for a CITI Bank US client, overseeing a team of over 400 employees in the Philippines. My focus was on delivering high-quality service, meeting key contractual SLAs, and achieving critical KPIs such as customer satisfaction (RSAT), Net Promoter Score (NPS), Average Handle Time (AHT), and customer retention rates.I optimized operational efficiency, reduced employee attrition, and ensured compliance with local laws and client standards. I collaborated with workforce management, training & quality, compliance, and learning & development teams to drive process improvements and deliver added value to clients.Managing an FTE billing model with $28 million in revenue and a 16% adjusted operating income (AOI), I worked on revenue growth opportunities and explored alternative commercial models. I focused on continuous team development, fostering leadership skills, and building strong client relationships to identify business opportunities and enhance service delivery. My efforts included partnering with finance and business teams for MSA renewals and proposing competitive pricing models.

As Assistant Vice President & Operating Leader at Genpact, I spearheaded client operations for Google, managing a diverse team of over 500 employees. My leadership extended across critical service lines, including Google for Nonprofits and Google Pay for Business India, serving clients in 56 countries and 30+ languages. I was pivotal in managing end-to-end service delivery through phone, chat, and email, ensuring excellence in key metrics such as CSAT, quality, and service levels.I led the exclusive global workflow for Google for Nonprofits, delivering outstanding support to organizations enrolled in Google G Suite and Google Ad Grants. Additionally, I managed the identity verification process for EMEA customers, successfully transitioning an eight-month project.With a keen focus on operational excellence, I delivered a 5% productivity gain and drove significant value for our clients by meeting SLAs and implementing continuous process improvements. Managing an account revenue of $16 million with a 14% adjusted operating income (AOI), I optimized operations, reduced employee attrition, and ensured regulatory compliance.I worked diligently to build robust operational plans, minimize costs, and drive revenue growth. My collaboration with capacity planning teams led to enhanced efficiency and reduced revenue leakage. I also championed a culture of continuous learning, ensuring that my team remained at the forefront of service delivery excellence from day one.

As a Senior Service Delivery Leader at American Express, I led a dynamic team of 300 employees, driving exceptional service delivery and consistently exceeding key performance indicators. My tenure was marked by a relentless focus on enhancing the customer experience, driving revenue growth, and fostering a culture of continuous improvement.Key Responsibilities and Achievements:Leadership Excellence: Directed a team of 300+ employees to achieve industry-leading performance in customer satisfaction, first contact resolution, and revenue generation through upselling.Customer-Centric Innovation: Analyzed Voice of Customer data to identify and resolve friction points, significantly improving the overall customer experience. Recognized for leading the India market to the top spot in Customer First Resolution.Strategic Business Partnerships: Reinforced product value and drove revenue through cross-selling initiatives, leading to increased customer retention and satisfaction.Employee Engagement and Development: Designed and implemented reward and recognition programs that boosted productivity and employee engagement. Developed a hiring toolkit aligned with company values to ensure the recruitment of top talent.Operational Improvements: Collaborated with stakeholders across training, compliance, and business functions to streamline processes and reduce inefficiencies. Played a key role in transitioning the Travel Agency Partnership MIS Team, recognized with the Dream Team Award by SVP Pradeep Kapur.Awards and Recognition: Earned the prestigious Hercules Award as the top service delivery leader for outstanding achievements in core deliverables. Also recognized by SVP/GM Saru Kaushal for driving value generation for the India Consumer Card teams.Under my leadership, the team achieved unparalleled success, delivering top-tier service, driving significant revenue growth, and receiving multiple accolades for our contributions to the business.

As a Service Deliver Leader at American Express, I led a dynamic team of over 150 professionals, delivering exceptional customer service in Corporate and Consumer Card servicing. My leadership played a key role in establishing the India Domestic site as the top performer in Corporate Card servicing across all international markets.Key Responsibilities and Achievements:Transformational Leadership: Managed a diverse team, achieving the highest Voice of Customer scores globally. Focused on excellence in Corporate and Consumer Card servicing, leading to exceptional performance and customer satisfaction.Strategic Customer Insights: Analyzed Corporate Card segmentation for large markets, middle markets, and MNCs. Worked with Account Managers to implement service improvements, enhancing client satisfaction and loyalty.Innovative Revenue Generation: Pioneered the cross-sell initiative, the C2C Project, generating $4.3 million in revenue and significantly boosting the company’s financial performance.Talent Development and Upskilling: Created and implemented the 'Team Captain' role, focusing on learning design and delivery. This program was vital in upskilling new team leaders and building a steady pipeline of future leaders.Key Accomplishments:Customer Service Excellence Award: Awarded the prestigious Customer Service Excellence Award in 2013 for outstanding contributions to service delivery and customer satisfaction.CUT Above Award: Recognized as the top Team Leader across India Servicing Sites with the CUT Above Award, reflecting my dedication to excellence and innovation in service leadership.During my tenure at American Express, I was committed to operational excellence, strategic innovation, and enhancing both customer and employee experiences. I led initiatives that improved service delivery, drove significant revenue growth, and fostered employee development.

In this multifaceted role over close to 3 years journey, I started with handling inbound contacts from American Express Corporate Card customers, Program Administrators of MNCs, and organizations across large and middle markets. My focus was on swiftly resolving issues related to corporate card accounts, managing complaints, and escalations in collaboration with Legal, Compliance, Business, and relationship management teams.Key Responsibilities:Subject Matter Expertise: Leveraged deep knowledge to address complex issues and ensure prompt resolution for Corporate Card customers and Program Administrators.Team Leadership: Transitioned into an Interim Team Leader role, overseeing a team of 12 Customer Care Professionals. Led initiatives to drive key performance indicators such as Customer Satisfaction (CSAT), Voice of Customer (VOC), and efficiency metrics, ensuring alignment with organizational goals.Key Achievements:Enhanced Customer Experience: Played a pivotal role in improving customer experience metrics through effective team leadership and strategic problem-solving.Operational Excellence: Successfully managed escalations and compliance matters, fostering strong collaborations across departments to meet and exceed service delivery expectations.During my tenure at American Express, I consistently demonstrated a commitment to excellence in customer care, operational efficiency, and leadership. I thrived in dynamic environments, contributing to organizational success through proactive problem-solving and a customer-centric approach.

In this role at Wipro BPO Solution, I played a pivotal role in enhancing customer satisfaction and operational efficiency for America Online (ISP by Time Warner).Key Responsibilities:Customer Service Excellence: Managed the servicing queue, addressing issues related to billing and semi-technical troubleshooting for America Online customers. Successfully handled escalations and resolved complex customer queries to ensure high levels of satisfaction.Retention Strategy: Led efforts in the retention queue, implementing strategies to reduce customer attrition rates. Achieved significant improvements in retention metrics through targeted interventions and proactive customer engagement.Training and Development: Supported the Training team as a Training Assistant, contributing to the upskilling of new hires and coaching underperforming teams. Developed and delivered training modules, conducted performance assessments, and provided actionable insights to enhance team effectiveness.Key Achievements:Performance Enhancement: Implemented initiatives that enhanced Average Handling Time (AHT), Quality, Compliance, and retention rates, resulting in improved service delivery standards and customer loyalty.Operational Excellence: Streamlined processes and suggested innovative solutions to optimize performance metrics and overall operational efficiency.My tenure at Wipro BPO Solution was marked by a commitment to excellence in customer service and operational effectiveness. I thrived in a dynamic environment, driving positive outcomes through strategic problem-solving, team development, and a customer-centric approach.