• Retail Customer Service Operations: Supervised end-to-end customer service operations for retail clients, focusing on complaint management, service improvement, and customer satisfaction.• Distributor Helpline Management: Led a pilot distributor helpline project, overseeing the outsourcing of L0 customer service operations to external vendors. Managed call center operations, ensuring quality control, adherence to SLAs, and efficient handling of distributor queries.• Vendor & Call Center Oversight: Directed offshore vendor teams, monitored call center performance, analyzed business metrics, and maintained strong vendor relationships to ensure top-quality service and seamless operation.• Outbound Campaign Execution: Designed and executed outbound campaigns to survey customer satisfaction with UPL’s products and services, gathering insights on customer needs and identifying growth opportunities.• Data-Driven Performance Improvement: Utilized business metrics and KPIs to assess process efficiency and identify opportunities for optimization, supporting continuous improvement in service delivery.• Cross-Functional Collaboration: Worked closely with internal teams and vendors to coordinate responses to customer feedback, align on business objectives, and drive enhancements in product and service offerings.

• Manage day-to-day operations, focused on the attainment of key business metrics and implementing continuous improvement initiatives.• Conducted regular analysis of the team’s performance to identify the improvement areas and implement necessary actions.• Maximized team productivity by over 30 % through resource planning, improving process documentation and SOPs.• Resolving real-time problems and escalations, conducting regular training, mentoring, and coaching sessions for direct reports. • Created monthly, and quarterly decks for the business reviews for clients and contributed to the profitable decision-making process.• Led significant improvement in quality and ramped up the pilot team from 6 FTEs to 40 within a 3-month time frame.

•Created Real Time Productivity Reports and Dashboard for fast and efficient analysis of the Client’s Operation.•Improved the process by eliminating the waste which leads to lesser turnaround time now and has increased the posting rate by more than 20%.•Amplified the productivity by 15% and the revenue by 12 – 15% within the pandemic conditions in last 8 months.

•Improvised the processes to ensure a global standard customer service.•Increased the engagement between Sales and Operations Team and enhanced the customer satisfaction.•Optimized CPC – CPL and Increased the Sales Conversion Ratio from 15 % to 25%.•Streamlined the Team's Operation to increase the productivity and started over achieving the KPI.•Maintaining the Work Force Management (Tracking Individual's Productivity - Performance Incentive Records) and taking escalations.•Weekly and quarterly business reviews with senior managements, understanding business projections and expectations.• Increases the Sales target to 20% and consistently meeting them.

•Created SOP’s for Customer Service Operation & Worked along Technical Team over Data Recording, Workforce and other related Tools Modification Requests.•Perform all personnel-related activities, including hiring, disciplining, developing, coaching, providing work performance evaluation, and termination.•Monitor, schedule and manage work flow and priorities while maintaining communication with supervisor/team members. •Created and Maintained an environment with intense focus on customer satisfaction and professional customer support balanced with Business Objectives.

• Managed the team members and motivated them to increase their qualitative performance.•Expertise in handling Critical, Legal, and Brand Safety complaints.•Acted as additional Quality Analyst.•Undertook Process Training for On Job Trainees.•Generate Roster and Work Performance Reports.•Consistently scored 100% in Quality Audits and Reviews.

•Recorded highest MSI, CSAT, and Sales for consistent months as an individual•Recognised as the best employee and being rewarded with great bonuses and gifts.•Got an opportunity to join client calibration with the management.•Represented Aegis in Corporate League Cricket Tournament.•Provided Floor Support and mentored On Job Trainees.