Directing Recycling Hub to redefine waste management by bringing transparency and traceability across the value chain. While leading the company, I ensure the organisation is scaling new heights by bringing unique waste management solutions & eliminating compliance related gaps, that can ensure peace of mind for our clients

Spearheaded as Head of Operations and supported the development and implementation of the Business service operating model. Provide technical expertise and subject matter expertise and support to implement the strategies and change initiatives by working closely with various stakeholders and business partners across all vertical

Spearheaded as Manager Customer Experience and was leading the entire customer experience team of the organization – Contact centre operation, IRD (Issue Resolution Desk), Training, Quality & Inspection. My primary responsibility involved the following:- Overseeing the efficient and effective day-to-day operation of the cluster (Guj & MP)Keeping sharp focus on driving implementation of all plans in all cities with clear focus on driving demand across the cluster.Identifying, assessing, and informing the Management of internal and external issues that affect cluster’s demand and supply volume & exploring ways of improving the existing services.Overseeing the cluster’s Call centre operations to improve efficiency and optimize customer service delivery.Participating with the Management in developing a vision and strategic plan to drive the Cluster as a profit centre.Implementing the performance management process for all staff which includes monitoring the performance of staff on an on-going basis and conducting an annual performance review.Major achievements as Head of Customer Experience: -•Instrumental in assuring 93%customer retention for the FY’2014-15 through the implementation of retention strategies•Felicitated for the efforts by top management for ensuring highest NPS score across all clusters for 9 consecutive months•Successfully guided Corporate Team in driving CSAT initiatives through process re-alignments that resulted in a month-on-month steady growth.•Steered efforts for curtailing the issue resolution TAT from 9 hours to 2 hours with similar set of manpower which resulted in increased customer satisfaction.•Instrumental in initiating the process of taking driver’s feedback through manual follow up & through Vehicle Tracking Device.•Valued for developing the Root Cause Analysis Mechanism in the existing CRM for taking proactive measures based on the previous complaints and feedback

As AGM – Contact Centre, I played a key role in making service a differentiator for the organization. Here, I honed my skills in managing large and diverse teams, planning shift roosters as per work load, crafting work plans and ensuring team achieves the defined targets. Led a 134 member team comprising of AMs, TLs, Trainers, Quality Auditors and Customer Service Associates. Institutionalized and evaluated performance metrics on key parameters including agent utilization, average handling time, SL and abandon percentage. Identified process gaps and implemented process improvement initiatives. Led the efforts in enhancing team capability and performance; provided opportunities for personal and professional growth. Credited for establishing and managing the Inbound Sales Inquiry Desk. Achieved an inquiry to conversion ratio of 75%.Institutionalized the centralized Grievance Management Desk for Apra auto Body-shop, Service & Insurance of 8 different locations. This resulted in reduction in errors and increase in customer satisfaction.Enhanced employee morale and retention through focussed reward and recognition programs.Recognized for excellent performance in outbound motor insurance renewals.Monthly renewals doubled in a span of 2 years.Renewal retention increased for 50% to 96% over 2 years.Recorded a 113% growth in net profit of outbound insurance department in 2011 – 12 and 64% growth in 2012 -13.

As Manager – Customer Service & Service MarketingAchieved over 85% customer retention across workshops through rigorous service marketing reminders and service follow ups.Recorded consistent growth in paid servicesInitiated need based trainings for executives to enhance performance and morale. During this tenure, I contributed by developing a strong service infrastructure through strategic partnerships across North India. Nurtured a pool of dealers and distributors to enhance reach of company products and services. Ensured quality of service delivered was in line with company defined standards.

I started my career with Reliance BPO. As a Team Leader I have significantly contributed to providing high quality service to mobile post paid (HNI) customers, while leading a 22 member team. Deftly managed day to day operations for India’s largest multilingual BPO, ensuring prompt and accurate resolution to client queries and complaints as per defined SLA’s. Recruited, mentored, developed and retained the team; monitored calls to identify strength and development areas; implemented initiatives to enhance their technical and service competence; ensured all tem members achieve their defined KPI’s. I was recognized for achieving target C-SAT scores and having minimum attrition in my team.