Oversaw the Pan India, Non-voice Customer service business spanning across 35 clients like Croma, ICICI Bank, Bluedart, Tata motors & more // Team comp: Customer success heads, ORM specialists & Customer Exp heads.My COO role ensures business is profitable, SLAs are consistently met for existing clients, successfully onboarding new clients and deploying optimal customer interfacing solutions.Leading all automation projects for existing & new clients - 30% cost efficiency across… Show more Oversaw the Pan India, Non-voice Customer service business spanning across 35 clients like Croma, ICICI Bank, Bluedart, Tata motors & more // Team comp: Customer success heads, ORM specialists & Customer Exp heads.My COO role ensures business is profitable, SLAs are consistently met for existing clients, successfully onboarding new clients and deploying optimal customer interfacing solutions.Leading all automation projects for existing & new clients - 30% cost efficiency across processes.Leading also the marketing, which is responsible for generating enough inquiries, leads & interest from the target audience. Show less

Build, Hire, train, establish KPIs, SLAs, Quality ecosystem, Policies, great work culture, build & fix processes.Founded & led a niche B.O.T model customer service setup  business as a co-founder.Evaluate, assess & deploy the right technology ranging from AI solutions for automation, CRM, Dialer etc.Built robust, lean & efficient customer interfacing teams for more than 10  startups & enterprises like Zoomcar, Mswipe, Credr, Raheja, Taskbob, Ziffi, Indiafirst life insurance & more.

Successfully built Stuffpanda.com (a young design merchandise brand) and made a profitable exit. Website and Marketplace model.Highlights:Building. Creating. Selling. Hiring. Hustling. Growing. Managing. Leading. Learning.

Heading total responsibility for effective management of the entire customer service operations, which includes National Contact centers: Inbound, Outbound, CRM, Renewals, Email, Chat, Quality.Shouldered responsibility to identify BPO partners, Designing, setting up Multiple Contact centers (4 sites),Heading, managing a gamut of In-house and outsourced vendor partners (service partners) like INTELENET, SITEL, EFFORT BPO.Successfully built customer friendly Touch-points via Toll free… Show more Heading total responsibility for effective management of the entire customer service operations, which includes National Contact centers: Inbound, Outbound, CRM, Renewals, Email, Chat, Quality.Shouldered responsibility to identify BPO partners, Designing, setting up Multiple Contact centers (4 sites),Heading, managing a gamut of In-house and outsourced vendor partners (service partners) like INTELENET, SITEL, EFFORT BPO.Successfully built customer friendly Touch-points via Toll free helpline, SMS (push/pull), Email, Branch call routing, Hot dials)Achieved success in reducing substantial cost by introducing cutting edge innovations, process improvements and new applications. Listed below are some highlights:· Introduced SMS alerts, Broadcast calling in Out-calling (saved huge costs and upped productivity)· Introduced self servicing options like SMS Pull/push, IVR, increased website penetration (directing inbound volume to self service options)· Blend of Predictive, Auto and Manual options in dialers for higher connectivity and productivity.· GSM gateway calling for outbound to increase connectivity.· Multiple telecom providers dialing through dialer for cost efficiency. (huge cost savings)Redesigned and launched a 360 degrees end to end Process/Campaign to increase Persistency (Renewals/Premium collections) scores from 77% to 82%. Developed a novel CRM for this campaignIntroduced strict yet encouraging SLA structure with penalties for the vendor (Intelenet, SITEL and Effort).Introduced Automated language based call routing to right skilled seats for Inbound and Outbound to enhance customer experience/CSAT and bring in cost efficiency.Launched integration of legacy systems/knowledge base/database and the front end CRM which results in more FTRs, reduces seat cost. Show less

Led a team of 4 team leaders and 60 advisors in a UK based sales process called One tel selling telecom, broadband and internet products. Guided, controlled & motivated a team and refined the process to achieve each and every KPI set by the client without compromising the grade of service of the process.Fully accountable for identifying training and development needs of the team, prepare programme accordingly and conduct training session to update their knowledge. Regularly reviewed… Show more Led a team of 4 team leaders and 60 advisors in a UK based sales process called One tel selling telecom, broadband and internet products. Guided, controlled & motivated a team and refined the process to achieve each and every KPI set by the client without compromising the grade of service of the process.Fully accountable for identifying training and development needs of the team, prepare programme accordingly and conduct training session to update their knowledge. Regularly reviewed the performance of the team/team leaders, appraising them against the set goals & developing them to assume higher responsibilities.Group leader for leading 5 customer service migrations team (training batches) of 20-25 advisors and go on to the operations floor to take live calls along with the trainers.Entrusted with the additional responsibility of grooming the two new team leaders in the process along with their team members.Successfully designed and implemented a bucket analysis system for the sales process to minimize the AHT which was approved and rolled out and then copied by the customer service department Show less

Led, and mentored a team of 14 Advisors in a UK based process (3 mobile).Formulated plan to ensure that the team consistently achieves the KPI's set by the process.Geared the activities so that the team achieves the quality target set by the quality team for the calls taken.Regularly organized team meetings and brainstorming sessions to update the team about the scores and get the ideas from the members to better the team and process performance.

Responsible for solving customer queries in an inbound customer service team for SBI credit card clients.Gained reasonable exposure by making regular correspondence with customers through letters and emails to solve their queries and resolve the typical issues related to the credit card.Credited with a promotion to work in the authorizations team, which dealt with credit transactions on the cards and their approvals through various merchants.Controlled and motivated a team of 12… Show more Responsible for solving customer queries in an inbound customer service team for SBI credit card clients.Gained reasonable exposure by making regular correspondence with customers through letters and emails to solve their queries and resolve the typical issues related to the credit card.Credited with a promotion to work in the authorizations team, which dealt with credit transactions on the cards and their approvals through various merchants.Controlled and motivated a team of 12 associates to deliver their best performance to provide customer services to the utmost satisfaction of the customers.Assess the performance of the team to ensure that every team member achieves the set KPI. Show less

 Fully responsible for converting customer’s verbal messages into text and sending them through the system to the destination pagers. Successful in getting promotion on to personalized services team to handle corporate calls and messages. Effectively managed the corporate clients i.e. Cox n Kings, Alcatel, Indian express, Pidilite, HDFC bank etc.