• Lead and manage a team of 70+ professionals in loan processing across personal, business, and auto loan verticals for the North region• Spearheaded the expansion of business offerings, successfully introducing auto and business loans through strategic networking, resulting in a diversified revenue stream• Oversee comprehensive loan processing operations, ensuring data accuracy, compliance, and timely delivery, with a strong focus on stakeholder management both internally and externally• Conduct regular training sessions and knowledge-sharing initiatives to enhance team capabilities and maintain high service standards• Achieved a 15% reduction in Average Handling Time (AHT) and a 30% decrease in TAT miss out cases through targeted feedback sessions and continuous improvement plans, significantly enhancing operational efficiency• Collaborate with HDFC Bank on a weekly basis to refine loan processing workflows, enhancing quality and minimizing errors• Drive client satisfaction by consistently achieving KPIs such as CSAT, Quality Scores, Resolution Rate, and SLA adherence• Analyze team performance and develop targeted action plans to address areas of improvement, ensuring alignment with client expectations and internal objectives

• Led the customer support operations for a multi-channel campaign, managing high inbound call volumes while ensuring top-tier performance across KPIs such as CSAT, Quality Scores, Resolution Rate, and SLA adherence• Successfully managed voice, chat, and email support for US, Canada markets, enhancing customer experience and streamlining service delivery across regions• Collaborated with cross-functional teams to tailor customer service solutions that aligned with client expectations, driving a 10% increase in overall customer satisfaction• Implemented targeted training programs that upskilled the team and improved performance metrics, contributing to a 25% reduction in escalated cases

• Led operations for Bajaj FinServ’s Pan India account, managing a team of 200+ FTEs across inbound, outbound, email, and chat processes, while overseeing quality, training, operations, and MIS functions• Played a pivotal role in client management and process improvement, driving significant enhancements in operational efficiency and customer satisfaction• Designed and implemented performance analysis frameworks, resulting in targeted action plans that consistently met or exceeded KPIs and aligned with client expectations• Developed and delivered comprehensive training programs, including e-learning modules and corporate training sessions, to ensure continuous team development and adaptability to policy changes• Consistently maintained high customer satisfaction by implementing stringent controls on invalid transactions, reducing error rates by 20%• Streamlined communication channels between client and internal stakeholders, ensuring seamless process improvements and swift resolution of issues

• Managed end-to-end operations for Uber’s Pan India driver support and global rider support (USA, Canada, Australia, New Zealand) across inbound, outbound, email, and chat channels, overseeing a team of 150+ FTEs• Spearheaded quality, training, operations, and MIS functions, ensuring seamless service delivery and maintaining high standards across all customer support processes• Led client management and process improvement initiatives, driving a 20% reduction in Average Handling Time (AHT) and a 15% decrease in repeat contacts, significantly enhancing service efficiency• Developed and implemented performance analysis frameworks, resulting in actionable insights that improved team performance and consistently met or exceeded KPIs• Created and delivered comprehensive training programs, including e-learning modules and corporate training sessions, to ensure the team was up-to-date with policy changes and best practices• Successfully executed multiple projects focused on process analysis and optimization, contributing to a 10% improvement in overall customer satisfaction and a reduction in invalid transactions.

• Oversaw the review and verification of pension documents for US government employees across 65 major clients, including Aetna and Ernst & Young, ensuring accuracy and compliance with regulatory standards• Led quality assurance initiatives that enhanced the accuracy of documentation reviews, contributing to higher client satisfaction and trust• Developed detailed reports and presented actionable insights to clients, leading to improved transparency and streamlined workflows• Conducted training sessions to upskill new team members on new verification protocols, reducing error rates and enhancing overall process reliability• Collaborated with cross-functional teams to ensure seamless integration of process improvements and maintain alignment with client expectations