Promoted internally from Team lead to Customer Escalation TeamOPERATIONS:• Investigate incoming cases involving audio conferencing & digital media quality incidents experienced by West UC customers, including working with carriers, internal telecoms staff, sales team, and impacted clients.• Monitoring Salesforce.com for incoming cases lodged for conference calls quality issues• Monitoring cases for subordinates & sharing observation & recommendation for resolution• Conduct weekly call with Call-Execution management team to discuss errors committed and plans to set processes if required• Responsible for Global Quality queue which includes customers from all over APAC, EMEA and NA regionsREPORTING:• Complete investigation & share Root Cause Analysis (Incident) report with the client• Working on Tableau to re-create existing excels reportTRAINING:• Creating Standard Operating Process (SOP) document and updating the existing one• Creating checklist for each transaction as training documentation for new team members

Team Leader, OperationsIntercall (Web-Conferencing Company), MumbaiPromoted to client company as Team LeadOPERATIONS:• Leading new process launches for RUM (Reliance Unified Meeting), IOL (Intercall Online Portal), I-CRM and Leader view• Planning for High Party calls (which included coordination from different stake holder, approvals, planning resources)• Responsible for Entertainment Industry calls: for “Hungama Digital” (Shahrukh Khan, Sunny Leone Kunal Khemu, Himesh Reshammiya etc.)• Executed and help in planning Town Hall call for elite customers like Monsanto, Ingersoll Rand, Adobe, HCL among othersREPORTING:• Maintaining daily & monthly report and sharing them with internal teams• Conducting weekly & monthly meetings to explain the reports and analysis with the line managerTEAM BUILDING & DEVELOPMENT:• Taking Interviews for ACS (Audio Conferencing Service) candidates• Certifying New Joiners after training• Conducting Training & Quiz for existing agents (Which includes sharing Training Calendar, Training the team, Test to be conducted for the team)• Monthly one to one with team members• Facilitating recreational activities within the team

Customer Care Executive, Audio ConferencingReliance Info streams Pvt. Ltd. (RIPL), Navi MumbaiROLE HIGHLIGHTS:• Executing IR Calls [Investor Relation Conference Calls]• Moderated multi-party high-end calls for Fortune 500 companies like Infosys, HCL, Credit Suisse, Oracle, DHFL, Apollo Munich, Schneider, Enam Securities, and Macquarie CapitalPRE-CALLS:• Booking conference calls received from sales team or the client coordinator• Sending confirmation mail to clients with conference detailsDURING THE CALLS:• Assigning operators depending upon the size of the calls (Number of Participants)• Capturing mandatory details of the participants and transferring them to the appropriate conference.• Executing the call. Coordinating with the client on call for any preferential requirementsPOST CALL ACTIVITIES:• Mailing the participant report to the client, sending the call transcription to the vendor and subsequently to the client.• Coordinating with the internal IT Team and dispatching the audio CD to the client• Maintaining the usage report of the customer. This report is circulated among the product team and billing team for generating bills of the customer• Organizing online demo to the high-profile customer (When they sign for product)• Coordinating with the billing team for waiver and any adjustment in the billTRAINING:• Conducting training programs for the high-profile customer for any new product or site launch.• Conducting training sessions for the new joiners in the team and the refreshing training for the existing team member.• Maintaining the records of results of training, score sheets, refreshers and retraining programs and submitting the same to the Manager.

Taking calls & generate Leads for urgent new customers/connections for RIM / FWP PrePaid, PostPaid, Data Card, Reliance PCO etc.To guide and train the new team-members.