People Management, Skill Development and Support• In charge of advising employees in India and U.S with knowledge of company products and processes and managing phone escalations.• Responsible for maintaining professional work environment and counsel representatives on resolving customers’ concern via professional emails, Inbound Calls and white paper mails.• Supervising work related problems and resolving them through established procedures of coaching and feedback sessions.• Contributing towards policy formations, process improvements, service level adherence and decision making.• Co- coordinating with other departments of the company to maintain excellent pace on Training advancements and Technical up gradations.• Monitors work flow by updating daily projects and schedule management.• Good knowledge of Strategy, Financial and Planning Management.• Profit and Loss Accounting.• Budgetary Control• Financial Planning • Business Development

Wipro, the biggest IT Company which deals in different products of renowned partner companies like AOL, Dell, Verizon and Hewitt Packard etc. Gained experience as Senior Executive in the retention process of CompuServe (Subsidiary of AOL); the first major commercial online service of America. The responsibility comprises of handling customer queries and providing support related to internet services.

• Responsible for leading a team of 18 FTE’s and delivering performance & productivity through them on Client specific Critical Performance Metrics.• Single point of contact for training/ up-trainings/ escalations/ for one of the products/ brands of the process.• Responsible for Adherence to Call Quality Standards through Call Calibration and Conducting Feedback Sessions in the form of IPS (Interactive Parallel Sessions), PSM (Professional Success Meetings), and RS (Remote Sessions).• Monitor Schedule Adherence of the Associates, Service escalated calls; Assess customers support needs and advise the Leadership team of issues negatively impacting service levels.• Responsibility involves working on training-specific gap areas and customized modules/sessions to bring up Productivity and Performance standards under the Outlier management program.• Responsible for Performance Appraisals and Perform Administrative duties related to Payroll and Allowances, Transport issues, Roster planning, Incentive policies, Reward and Recognition Practices, etc.