Touch Points : App | Voice Bots | Contextual IVR | E-mail Automation | Chatbot | Web-services | Regional Services | QA Automation | Digital Learning Experience | Field Service Excellence

CX Channels : IVR | E-mail | Chat | Social Media | App | Web | Banking Points - Quality Assurance Program Management at Strategic, Tactical and Operational Level- Process Compliance Management for business outsourced partners- Program/ Business Audit Management for outsourced business partners- Training Program Management - Customer Advocacy Program Management - NPS, CSAT, CES

Led the L&D department with a core team of corporate trainers and L1 business coaches. Established this successful business division to support small and medium-sized organizations achieve their business objectives. As a Business Coach, I supported SMEs and start-up entrepreneurs by asking the right questions to translate strategic plans into tactical initiatives. Provide solutions to optimize operational performance across a broad range of areas. KRAs:- Govern and regulate training program’s effectiveness, success, and ROI periodically and report them to respective business stakeholders.- Own the Voice of Customer and take appropriate action to ensure customer satisfaction. Participate in continuous improvement initiatives in order to escalate systemic problems or process gaps.- Design and deliver e-learning courses/online training/conducting various workshops and device other training needs and training effectiveness.- Managing calibration of quality evaluations for Business Coaches.- Documentation and Audit of Standard Operating procedures to ensure compliance against standards.Setting up compliance objectives and ensuring that targets are achieved.- Identifying the business & process pain area and work towards eliminating them through Process Mapping, Capacity Planning, Process redesigning.- Maintain a strong relationship with internal/external clients to ensure flawless execution of training plans.- Developing and implementing learning strategies and programs customized to the needs of the workplace.- Build & maintain a pipeline of training opportunities and provide regular forecasts/business reviews to senior management.- Designing and rolling out policies, processes, guidelines, templates at the organizational level.- Defining, quantifying, and tracking organizational goals and objectives, continuous improvement culture.- Conducting Train The Trainer workshops for Trainers, Business Coaches and Managerial staff.

As a Business Development Consultant, I successfully led a homegrown family business to an international trading level to magnify yearly revenue, reduce cost, increasing customer base with improving product & service quality. - Managed overall business operation for India and International vendor partners.- Managed online product marketing and social media presence.- Managed analytics dashboards to present meaningful performance trends to stakeholders to map with desired business goals and developing the action plan for future growth. - Product Pages Analysis and User Engagement (Call to Action) Optimization, Google Analytic: ROI, Bounce Rate, Traffic analysis (Projected).- Devising strategies to brand offerings through new and innovative marketing strategies which create awareness, generate leads/ conversions thereby strengthen the market position of a product/solution using digital media.- Research & Insights - Develop a total understanding of target audience and mindset modes.- Directly governing all initiatives taken towards the brand marketing and social media presence on various channels.- Mentoring for the deployment of cutting-edge digital marketing strategies and growth hacks to scale up website traffic, leads, and conversions.

- Managed Contact Center Business Ramp-up - Managed Operational Excellence for up to 500+ FTEs to meet process KPIs - Directed TLs/ Asstt Mgrs. for program performance management - Managed New Hire Transition and Certification process - Client Management and Business Communication with Client Partner Content Development Team to develop effective training content and strategic delivery methods to meet new hire transitiondead-line.- Managed MBR/QBR/ YBR with Client and internal stakeholders - Supported Operational Excellence/SSGB Projects to reduce cost and add value to the business as well as customer experience – Complaint Management, Repeat Reduction, NPS Improvement, Attrition Management- Reviewing Compliance and Risk reports on a daily basis and taking instant action topromote an ethical work environment.- Mentored TLs/Asstt Manager for conducting weekly/ Monthly R&R activities to rewards performance delivery.

- Led a Team of 4 TLs and 60+ CSRs- Reporting to Sr. Manager Operations on Daily and Weekly for Group level Performance Improvement Action Plans.- Accountable for driving KPIs - CSAT, AHT, Login Hrs etc.- Supported weekly/ monthly program performance review with clients.- Directed team performance to exceed performance goals- Managed internal communication to implement process-level changes.- Conducted coaching/Feedback/training for the performance enhancement of new hires and tenure agents.- MIS - Accountable for making Monthly Incentive Scorecard at Program Level- Focusing closely on the transition phase of the trainees and to ensure acceptable Quality standards upon completion of the same.

• Highly skilled in Client Management, Performance Management and People Management.• Proficient in handling business/ process ramp-ups, migration, OJTs, and transitions.• Subject Matter Expert: Computer Networking, Operating Systems (Desktop / Servers), Microsoft office.• Excellent Analytical and Problem solving skills.• Familiar with all aspects of Operations matrix and SLAs.• 5+ years of experience as Team Leader. • Process Transitions : Successfully implemented process transition for more than 3 international clients (Voice/ Web) • 2+ years of in Training and course development: delivering training, designing and writing courses.• Excellent communication and writing skills. • Highly organized and dedicated with a positive attitude towards all assignments and sensitive to the customer’s needs• Dynamic leader, strategic thinker and decision-maker. Expertise includes: - Experienced in Retention Strategies and developing Operational/ Training Action Plans.- Build and maintain effective long-term relationships with key members of the client team.- Adept at planning and implementing effectively.- Highly skilled in Design/Delivery of Technical Training

- Conducted TFT and New Hired Trainees on DSL Network Architecture and Windows Networks.- Designed Training programs and Content Writing (Modules and TFT Material).- Coordinating with the Quality team to address individual and group skill development.- Interaction with internal & external Clients to implement the required changes in the training course.- Hiring (Assessing candidates for required skills, as per the process requirement).- Arranging the Feedback Session during and after Training Period.- Managing CCT/ PST Training Schedules.