As a Team Leader in Ad Operations, I managed a team of 30 FTEs, overseeing Ad Traffickers and Sales Coordinators. Ad Traffickers focused on ensuring a seamless ad operation flow, including ad trafficking and optimizing underperforming campaigns. Sales Coordinators were responsible for addressing client queries and providing timely responses related to campaigns.As a Team Leader, my responsibilities included overseeing proactive campaign set-ups to prevent go-live date impacts, ensuring SLA compliance for ticket closure, conducting quality-operations calibration, organizing monthly performance and knowledge transfer sessions, managing attendance and shifts, forecasting and managing attrition, providing daily reports to leadership, conducting weekly one-to-ones, and overseeing overall performance management. Additionally, I assisted the Project Manager in preparing for ISO audits.I successfully led a project overseeing centralized sales coordinators for 27 clients, involved in managing client expectations, presenting daily performance reports, adhering to Zendesk SLAs and later migrated to Freshdesk, and implementing strategic approaches for Zendesk ticket handling on hourly, daily, and weekly bases.

As a Process Manager, I was responsible for ensuring daily business deliverables align with business requirements. I led a team of 100+ FTEs, overseeing smooth operations during both WFO and WFH, conducting pre and post-shift huddles, sharing process and business updates from clients, participating in client calibrations, organizing quality and operations calibrations, conducting bi-weekly performance reviews with subordinates and internal stakeholders, discussing action plans with operations leads, planning and executing unplanned shrinkage cover-ups, managing employee retention, organizing employee satisfaction scaling sessions with HRBP, and ensuring compliance with weekly, monthly, and 6-monthly CBTs.

As a Team Leader of Operations, I was responsible for ensuring the team meets monthly collections targets by breaking them down into achievable daily targets. Key responsibilities include attendance and leave management, compliance with quality matrix, intervention in live calls for conversion, conducting one-to-one and team meetings, fostering strong team bonding, rechecking quality evaluation reports, setting short-term targets, generating and executing overtime commitments, managing transport and break adherence, ensuring productivity hours are delivered, coordinating with the Quality Assurance Team for performance improvement, conducting regular call evaluations, weekly and monthly performance discussions, pre and post-shift briefings, compliance updates, Performance Improvement Plan (PIP) execution and review, weekly productivity discussions, and inventory management with a dialing strategy for effective end-of-day collections reporting to the Senior Leadership Team.

As a Process Leader Operations, my responsibilities included ensuring the team met daily, weekly, and monthly CSAT targets, managing attendance and leaves within shrinkage percentage, ensuring adherence to quality metrics, participating in live chat escalations, conducting regular team meetings, organizing biweekly quality sessions, identifying advisors' areas of improvement, suggesting and implementing process improvements, participating in weekly calibration calls, implementing language and soft skills improvement plans, conducting weekly performance discussions with goal setting, executing and reviewing Performance Improvement Plans (PIPs), overseeing weekly productivity discussions, managing overtime commitments and delivery, and handling transport and break adherence for the team.

As a customer service executive, focused on delivering excellent customer service with end-to-end ownership. I handled postpaid mobile queries, and provided comprehensive assistance, and support, including live call or chat assistance and system navigation. Additionally, I assisted the team leader during briefings, circulated daily process updates, clarified process-related confusion, and coached the team on improving soft skills to handle live call objections.

Started off with 3 years in front-line customer services, assisting 3 Mobile UK customers in resolving queries with a focus on delivering excellent service through precise process knowledge and efficient system navigation. Subsequently, spent 2.8 years in Internal Audits, specifically as a fraud analyst, reviewing new contract applications, identifying fraudulent patterns, and implementing precautionary measures.