Responsible for L1 delivery through task force of 5K consultants from North region via several Call Centre Sites. Managing the Chat, Email and Voice Operations for Contact Centre as a Senior Vendor Manager. Collaborated for successful launch of Flipkart Minutes in Metros 🚈 Launched Hotline and inline RMT for enhancing the speed of resolution to end customers.

Managing the Pan India Non Voice Line of Business for Flipkart CS as a Partner Manager for 2000+ FTEs across Chat and 📧

Leading the Call Centre Operations for In-house and Partner teams for Installation and Repair Charterat Jeeves & F1.

Part of Digital Marketing at ByteDance wherein I am responsible for managing the training function for Ad Policy and Review function for South East Asia.Responsible for meeting training requirements for Ad Moderation activities and rolling out Policy-related changes for In-house and Partner team while ensuring Brand Safety as the Top Most Priority.My role helps in maintaining the Platform's safety, Maximising Monetisation, and providing a Positive user experience by ensuring ads on TikTok and Helo Platform are compliant with industry laws and internal guidelines.

End to End Training Management for Content Moderation Business with Process Size of 3500+ FTEs for YouTube.Handled various lines of business with the responsibility of managing new hire training, remedial training, conducting process knowledge tests, and ensuring LMS adherence for up-to-date process knowledge amongst moderators.Handled a team of 6 training leads and 25+ trainers for managing training deliverables of 35+ workflows for the Monetisation and Trust & Safety department.

Heading Pan India Social Media & Chat Process for Vodafone Idea Limited.This includes managing DOT Complaints, TRAI Complaints, and Consumer-related grievances received on Consumer forums in regards to Vodafone Idea user complaints.Direct reporting of 2 AMs and 4 TLs, 5 QAs, and 2 Trainers with Process size of 100+ FTEs for Chat and Social Media Support.

National Quality Lead at Vodafone India for Call Center Operations. Handling Inbound and Outbound Line of Business Including Customer Support, Customer Satisfaction, and Customer Retention. Responsible for Driving Customer Experience and Net Promoter Scores via various Projects and Methodologies through Our 60+ Call Center Sites across 23 Circles for Vodafone India.

Leading Call Centre Training at Vodafone Rajasthan for Inbound and Outbound Line of Business.Handled different Profiles in Training which includes Technical Training for Data Geeks at Vodafone Stores and Vodafone Mini Stores and Sales Training for Direct Sales Team and Super CC Desk. Further, handled IB and OB Call Centre Partners for executing training practices across 5 Call Centre Sites throughout Rajasthan for Inbound ( Voice Support) and Outbound which includes Customer Service Campaigns, Retention Desk, and Sales & Marketing Campaigns.

Managing Device Support Customer Care for one of the strongest Client in Smartphone Space. My work includes end to end Operations Management for Call Center Operations which include handling Non Voice (Chat and email) and Voice ( IB and OB) Operations.Represented Sony India for Sharing Best Practice Procedures at the Global Training Event held in Lund, Sweden in March 2015.

Managing Operations for Device Support Business. Herein, I was responsible for managing Service Level, Shrinkage, Attrition, and Revenue for the account via Strong Manpower Planning.Handling team of 7 AMCCs and 100+ FTEs for Email, Chat, and Voice Support Operations.Responsible for Client Management and Client Interaction at India and Global Level. Credentials of being awarded as "Manager of the Year" for successfully rolling out CRM Project for India as a Project Manager.

1. Handling a team of 10 QAs across 3 different programs2. Responsible for overall service delivery, process and transaction quality for Pan India Sony Ericsson Campaign3. Quality Head – Client Services to ensure that all the deliverables, ramp-up and transition is in line with Project Management methodologies4. Provided assistance and overall man management; also handled dissemination of information and updates5. Accountable for Quality calibrations to bridge the variances in Quality6. Responsible for increasing the CSAT and FER scores for both associates and process7. Successfully designed structures and methods to develop quality based and time efficient processes8. Responsible for imparting process training to associates along with Process Trainer9. Successfully handled overall management of the operations related to Knowledge Process Management and effectively handled service delivery, quality assurance, client management, training, and `Turn Around Time’ related functions10. Conceptualized & implemented strategies to enhance operational efficiency and ensure adherence to all the set parameters to enhance the efficiency of various aspects of the service delivery cycle11. Measured the performance of the processes in terms of efficiency and effectiveness matrix and ensuring adherence to SLA12. Involved in collating calls /email monitoring results, analyzing and recommending opportunities to OM/ TQM/Training for continuous improvement on a monthly basis

1. Reviewing, tracking, monitoring, and self-auditing the various verticals and suggest the CCM take the necessary action to avoid repetition of errors2. Proficient in the usage of checklist for audits on all the processes which was devised by the team and inculcated in all the processes in a stage by stage manner3. Accountable for audit inbound e-mail and call transactions to ensure that Nokia’s and Teleperformance quality guidelines are adhered to and assist associates to better their skills4. Providing proofread replies sent to customers through the Siebel Call Centre and score the transaction based on set internal guidelines5. Listen to voice associate’s calls using Call Logger and audit them to ensure the information provided is accurate6. Prepared Monitoring forms and Quality Standards for Nokia India LOBs as per client requirements.7. Mentored new associates while gaining experience of providing complete on the job trainings

1. Handling a team of 30 executives across 2 different programs2. Responsible for handling the Service Level and publishing C-Sat report3. Mentored new associates while gaining experience in providing complete on the job training 4. Mentored Management trainees about the call center operational methodologies5. Handled customer escalations and coordinate with other departments to resolve issues6. Accountable for direct customer interactions in order to analyze the gaps in services offered to the customer and analyzing Qualitative developmental aspects of the process7. Roster Management and maintaining the login and logging out of the team members8. Floor Coaching and conducting Pre and Post shift briefings to update the team with new launches and process hygiene9. Ensuring required productivity of the team by meeting the Qualitative and Quantitative targets