* Heading Pan India Process Excellence and Operations for Telecom and Banking clients* Project on cost reduction via Agent Salary Calibration* Reduction in repeat for BPO/Insurance* Handling sales operations for IOT products in B2C segment* Designed customised solutions for IoT B2B clients* Designed Project Buniyaad for Nesting Revamp and Project Unnati for skill enhancements* Revamping end-to-end mobile insurance customer delivery modelIdentification of process gaps through data analysis and fixing up the gaps

* Green Belt Project on Prevention of returns for electronics & appliances* Creation of complete troubleshooting guidelines for mobiles, white goods and appliances to resolve customer issue through on-call troubleshooting* Set up automated anomaly dashboards to track process deviations * Design the process of door-step engineer visit for troubleshooting of mobiles and laptops * Set up the Fraud Management Process to track suspect fraudsters * Revamp issue category tree to make it more intuitive and customer friendly* Automated returns to refund stages to shorten post delivery complaint to resolution life cycle through elimination of non value add manual interventions

A partnership startup in the field of Advertising, Web Desiging and Marketing

* Call Center Management: Regular engagement with call center teams for driving key KPIs – Resolution, Repeat, and CSAT for all mobile related queries and complaints* Cost optimisation through reduction of calls in call center and delivering information through self care channels – IVR, App, USSD, SMS and Web* Designed & executed comprehensive mobile usage guide for call centers * Enabled agents to address internet accessibility on handset related queries * Design and drive on-call resolution to ensure effective and quick resolution to customer complaints * Budget planning and OPEX management

* Hands-On study of Mobile User Interface and Operating Systems * Study of pre-Installed Applications in Smartphones * Competition benchmarking and patent study of Mobile OS * Project on Mobile sales/promotion trends in Western Europe * Project on 3G Offerings in Western Europe