As a Team Lead of Outsourcing process in Byjus, I bring proven experience in outsourcing of voice processes, onboarding and training new vendors, and managing the vendor performance. I understand the Partner and Vendor ecosystem and have delivered it in a high pace start up environment. Examples of my experience include:• Ensured end-to-end outsourcing of 3 internal processes with 300 seats to 3 different vendors (Aegis-Startek, iEnergiser & Cogent) across different geographies.• Improved the process excellence by reducing the inaccuracy counts from 27% to 0.5% by overseeing training and internal process adherence• Supported legal counsel to improve the scope of work and enhance the performance parameters for the vendors are captured in the contract documents.

• Reporting to the Quality Manager from the Client, for the payments process and in-charge for leading the training of incoming Customer Representatives.• Performed Daily Call Audits, and analyzed the data to track the quality performance of the process• Evaluating the technical performance, quality parameters and process adherence of the agents and developing action plans to improve their performance.• Good understanding of the client processes, which was required to solve process related queries of agents who I oversaw.

Hired for handling overseas (Canadian) projects outsourced to India mainly involving detailed design and drafting.• Lead a team 4 junior architects and was responsible for their training as well as the quality of the deliverables.• Lead and trained a team of 8 junior architects to deliver projects various commercial and residential projects. Engaged with high profile clients for 4200sq.ft luxurious residence with a design package of INR 25,00,000 and construction price.• Drafting and Detailed Designing for various Commercial and residential projects