• Managed the ticketing queue, IT service desk and Chats (Teams) including leading the weekly calls, for Hewlett Packard Enterprise customers in the USA• Conducted regular performance reviews, provided coaching, and facilitated training sessions to enhance team capabilities• Directed the mailbox escalation management and Led the Team, including sharing feedback and how it could be improvised, which helped in exceeding the Customer satisfaction scores.

• Designed PAN India management information system (c) dashboards for the two and four-wheeler and jewelry business segments• Automated generation of new/renewal customer Management Information System reports, including month-end closure reports• Provided Sales support to Top management, including checking policy details, campaign for rewards to partners etc.

• Delivered training and development for a USA-based insurance company• Led a team of 10 plus employees and executed transactional monitoring for the Business process outsourcing industry.• Accountable for maintaining quality for 5 Teams, and drove quality initiatives in the Bangalore region.• Addressed customer escalations for the manager calls, and improved the Customer satisfaction scores for the Team• Led process improvement initiatives, increasing operational efficiency by 20%.

• Managed project integration into the software development lifecycle using Zendesk.• Maintained records using SAP material management.• Implemented process optimization strategies, reducing project completion times by 30%

• Led a Team of reporting analysts of a Team size of 10 employees, including managing attendance, Training & attrition• Conducted the variance analysis for the data received from the UK counterparts, and discussed the discrepancies in the conference call• Created MIS reports on a team and process level, including new contests, and bi-hourly reports• Group Admin for all employees, including updating attrite employees' details• Answered customer queries relating to their motor insurance, created new quotes, and sold add-on products

• Managed accounts receivable processes related to life and health reinsurance

• Handled accidental claims for a leading UK company, providing third-party services.