Working on freelance assignments for AI enrichment projectsImage labelling and annotation – Worked on project assignments with specific requirements on labelling and annotation of image and video Language Transcription Projects – English and native languageContent Writing - Contributed articles forming digital content for a parenting start-up website

Transformation Practices - Project Management, Digital Automation, Lean - Process Improvement, Business Architecture

Project Management (Business Architecture)

GurgaonSubject Matter Expert (On Job Process Training)As Subject Matter Expert involved in On the Job Training for new batches.Preparing weekly performance reports for the trainee batches and ensuring the trainees are up to the learning curve targets.Preparing and scheduling extended training programs for the assigned trainees.Conducting weekly development plans for the trainees, chalking out action plan for the outliers and ensuring certification of the new hires into production within the stipulated time frame.Involved in quality sampling for the new hires. As a subject matter expert involved in organizing and imparting training session for the new batches on current procedural changes in the process.Bridging gaps in process knowledge through Calibration calls with the client.Customer Care Professional - (Master Dispute Analyst) Core Job - Resolution of Cardmember Disputes as a Customer Care Professional (CCP).Supporting team on quality/Customer Satisfaction initiatives as Quality SPOC for the team.Supporting leader in driving quality in the team through quality download sessions, hand-holding of new team members to come up the learning curve, liaison with support functions and co-analysis of process related feedback received for team members.Managed MIS for the team.Involved in preparation and presentation of Quarterly Business Unit Review to the Business Leaders and the Directorate.Supporting team as an acting Team Leader in absence of the leader.Organized Directorate level workshops to sensitize the floor on Customer Satisfaction and providing Process Improvement ideas.

Acquired certified training in General Insurance (U.K).Handled inbound and outbound calls for insurance claims/queries for an international insurance process (U.K)Organizing weekly quality review sessions for the team.

Achieved and exceeded the expected targets for international projects such as Intuit, Amazon and Yahoo! Was member of the process transitioning team sent to United States, and involved in successful migration the process.Ensuring timely training of new hires, calibration with the U.S Mentors and elimination of process gaps.Successfully launched the process in the expected time frame.All desired targets expected from the new team working on the migrated process, were met within a month of the process launch.