• Management & review of regional L&D team across India.• Driving Business KPI Improvements (Csat & Guest Experience).• Property People and Process trainings. • Trainer Productivity Tracking and TTT.

• Scale-up Sales through Entrepreneurs/ partnership development in India & Bangladesh.• Premium Partners ROI Management as Strategic Initiative for the Group.• Partner GTM planning & implementation across Locations.• Partner Conference and Webinars.• Stakeholder Management reporting.

Learning & Development• Online / M-Learning Training & Curriculum creation / frontline up-skilling programs / Vernacular Content rollout.• TTT & TTQ workshop for Partners & Circle teams. LMS implementation across Services India team through Aircel Excellence Academy. •Lean Six Sigma Black Belt Certified – Institutionalized QMS & BPM across Service Channels across India.• Conducting Csat & NPS for the Organization. Presenting Monthly Leadership Dashboard.• Customer / Business Improvement Projects with Leadership team to support P&L• Knowledge Management of the Services team.• Empaneled member of PoSH Committee.Customer Experience Operations• BPO Partner Management, delivery and review. Manage productivity and revenue targets.• Customer Tele-Verification helpline scale-up across India. Mapped Operational delivery as per sales / upselling trends.• Complaint Management/Service ticket / Escalation Management process & SLA delivery. • Blog Management and positive tone reporting.

• Customer Experience Indicators Management at Contact Centers, Retail Outlets.• Institutionalized QMS across Circle and Vendor team to deliver Customer Experience Targets.• Customer Satisfaction Surveys and TNI analysis. • TTT and Certification of Team Leaders at Vodafone Stores & Contact Centers.• Customer Complaint Management.

• Contact Center Management and Review.• Customer Complaint and relationship Management. • Training Delivery for Backend teams.

• Call Centre team lead.• Customer Billing & Complaint Management.