• Responsible for managing change & learning department in the fulfilment centre.• Planning and executing various projects in the building achieving optimal results with competent planning, business and solutions-oriented approach.• Responsible for onboarding of the new employees, their trainings and post hiring development journey.• Managing associate and manager trainings and training refreshers.• Owning of communications relevant to change initiatives across fulfilment centre which includes feeds on TVs, A frames, email announcements, posters and shift start up announcements.• Identifying risks and developing risk mitigation tactics.• Identifying and managing anticipated resistance to change.• Organizing and facilitating weekly functional heads meetings to update stakeholders on ongoing projects.• Exercising sound judgment and ensuring that progress and targets are worked towards and met.• Leading and developing the team of Amazon trainers with main focus being motivating, mentoring, and coaching the employees.• To set performance goals and objectives for trainers to meet North American training standards.• Responsible for ensuring security and product loss prevention by ensuring that procedures are strictly adhered to.• Responsible for creating, managing, and supporting recognition and communication programs. I have successfully led various projects for process improvement.

● Responsible for maintaining positive relationship with clients along with motivating team to meet deadlines within given budget.● Evaluate existing marketing records, determining how successfully these target customers and generate sales. ● Maximize lifetime customer value by getting old customers to return more often with new service opportunities. ● Track and review analytics and conversions to benchmark success and achieve optimal results.● Resources planning, hiring, client allocation and training in a timely manner.● Reviewing team performance weekly and presenting review to the higher management with strategies to improve results and costs control.● Handling customer escalations and directing issues towards closure.● Ensured customer satisfaction with regular updates of project progress.● Negotiating contracts with the clients and successfully implementing them. ● Selecting and hiring vendors’ basis previous vendor performance and vendors providing maximum value to the business. ● Driving vendor’s performance by setting targets focused to maximize business value. ● Handling vendor payments and agreement closures.● Submitting final project closure documents to clients and getting payments processed.

Roles and Responsibilities:• Translating company's requirements into working instructions for delivery, creating procedure and agreement documents.• Updating stakeholders and management daily with the current stats and status of ongoing new processes.• Monthly review with all India Service Head.• Setting up of new vendors as per the requirements.• To make sure the vendor is performing as per company's requirements. • Ensured customer satisfaction through quality services.• Defining SLAs, accomplishing desired levels of targets and then timely updating SLAs to meet the raised standard of excellence. • Identifying and resolving gaps in services delivered by vendors to the customers.• Penalizing the vendors for underachievement of SLAs and rewarding for overachievement of the same.• Getting regular technical trainings conducted at various vendor locations. • Arranging training for newly launched products at vendor locations.• Closure of highly escalated cases through Zonal Service Managers.• Taking care of legal contracts with the vendors and their timely renewal.• Creating and periodically re-negotiating Service Level Agreements.• Setup of new processes as per requirement.• Encouraging sales through vendors and make them achieve assigned targets.• Coordination with marketing team for branding through contact centers.• Timely resource planning and allocation.• Handling recruitment of staff at the Vendor locations.• Taking care of vendor payments.• Ensure smooth operations at all vendor locations.Accomplishments at Intex Technologies:• Managing 3 different contact centers for Intex product support.• Successfully establishing call centers at Chennai and Amritsar simultaneously.• Introduction of sales through contact centers and exceeding management expectations.

Team Leader Operations• Leadership- Lead, motivate, counsel, develop and coach team members to meet all SLA’s specified.• Training- Coordinating with the training team to organize up-skilling & to pass important updates to the floor.• Compliance- Ensure compliance with internal policies and procedures external regulations and information security standards.• Team Management-Management of the team to maximize productivity & financial performance.• Performance Review- Maintaining & monitoring stacks for team to enhance their performance & customer satisfaction. Preparing & presenting team’s weekly performance review to the management.• Quality Assurance- Ensuring all quality standards are met.SPOC for case management & hygiene matrices & checkpoints thus ensuring compliance on policies & procedures. Conducted sessions & issue based training to reduce error counts & adhere to customer TAT.• Hiring- Responsible for recruiting the right candidates as per operational requirement.Mentored new hires in process & technical knowledge• Attrition Control- Attrition control & Retention by taking regular skip sessions to keep a tab on employee satisfaction & implementing new policies accordingly.• Done various Pilot projects- Eg: Handled Live Escalation team who was responsible for handling customers threatening for refunds and charge backs and retaining them by offering technical support.• Content Development- Designed training content for Customer service process.Accomplishments at iYOGI:•Promoted as an Acting Team Leader within a year of joining.•Shortlisted for conducting the operational interviews for new hires.•I was also simultaneously handling Transition batches apart from handling my team to help ramp up and increase the headcount.

• Responsible for resolving technical issues with Windows XP and Windows Vista operating systems reported by Microsoft customers.• Technical Issues included Operating system setup and troubleshooting, Application installation, performance issues, registry issues, hardware peripherals setup and troubleshooting, antivirus setup and troubleshooting, Microsoft office setup and troubleshooting, Network setup and troubleshooting, Wireless network setup and troubleshooting etc.Accomplishments at Convergys:• Part of pilot batch during Windows Vista launch in Microsoft process.• Promoted from Technical Support Officer to Sr. Technical Support Officer.

Worked as a Lecturer in computer science department