Experience in content creation/ management, demand generation, branding, analyst relation, PR/ events, digital marketing, Go to Market Strategy for diverse range of software products & verticals such as BFSI/ Govt./ Manufacturing/Healthcare etc.- Ideation, Conceptualization of business opportunities that lead to new lines of revenue generation- Driving customer relationship programs.- Experience of working with Consulting / SI for business development.- Strong strategic capability with ability to manage strategic and operational goals.- Strong communication, inter personal & problem solving skills with the ability to work in multi cultural environment.- Client Communication & Handling- Providing demos to clients as required- Lead Generation- Conceiving and developing efficient and intuitive marketing strategies- Coordinating with clients for time to time updating services

US Legal services

Roles & Responsibilities: Currently handling a span of 59 associates. Supporting as a subject matter expert to the highest point of escalation. Ensuring end to end resolution to the critical escalation from CEO’s desk. Process review to ensure structured follow-up on all the cases to ensure zero spillover to CEO’s Desk. Daily meet with the case managers to track the daily resolution percentage. Daily pendency tracker to be published to the circle CEOs to highlight high aging cases. Weekly call with the circle team to highlight process gaps. Daily dashboard to highlight incorrect resolution to the process owners and SR owners. Extensive feedback to the associates for any incorrect service request logged. Weekly calibration with the quality team to ensure zero variance. Worked on a special project with the up line manager to keep the repeat below target. Detailed RCA on any missed KPIS to be reported to the stake holders. Active participation on compliance checks and work place security audits. Directly manage teams comprising case managers and analysts. Drive day to day service levels. Supports in process expansion, staffing and new hire training. Take a lead role in developing and implementing best practices Increase effectiveness of staff by recognizing opportunities for development and proactively creating new systems / process and structures Develop metrics to measure growth and performance of the department Development of leaders within group Interacting with teams One-to-one interaction and regular communication with team members

 Working as a Sr. Officer L2, for Fixed line AES Pan India Corporate Customers. Taking escalations of fixed line related queries and complaints for Pan India Corporate Customers. Conducting sessions on updates regarding new plan and schemes with the team. Conducts training classes for new batches and identifying officers for refresher trainings. Coordinating with back end team for issue resolution. Make closure calls to check whether customer’s problem is resolved up to their satisfaction level or not. Analyzing & action planning on daily MIS for the process. Maintaining SL for the process.

worked in BPO Domain