Currently Shadowing Psychiatrist Social Worker. Facilitating different therapy sessions at Manav Rehabilitation Center. Handling Emotional Support project of MANAV Foundation.

handling resort Finance, Operation and Marketing

Currently setting up of back office operations.Handling Quality, Training and operations.

Chief Role: Accountable for Process Design & Development for new products (especially in Enterprise Business Solutions).  Accountable for Process improvements initiatives, clarifications & deviations approvals. Accountable for process trainings, User Acceptance Test’s & process automations. Highlights: End to End Process designing & Development for new LOBs (MPLS, Idea Money - Prepaid Payments Instrument (PPI)). CRM development for Idea Money & MPLS. (RFP creation, Functional requirements, UATs, Rollout with training, Bug fixing).  Process development in ARIS (Business Process Management System). Certified ISO Internal auditor. Facilitated & conducted ISO Surveillance Audit for 2014-15 (Warehouse & Prepaid process).

Chief Role: Accountable for monthly Internal Audits for various CSD verticals. CSD Budget utilization, Process improvement initiatives & CSD projects (Six Sigma) Handled multiple role like Contact Center & Training Head for the circle. Accountable for Analysis and Action plan for Circle Process Quality Scores (TRI*M survey done by TNS India Pvt.) Handling multiple verticals in Customer Service Delivery function. (Service Excellence, Training, Contact Center, Complaint management) Accountable for handling Voice & Data contact centre performance for Maharashtra circle (Inbound, outbound, RHD).  Accountable for training needs 0f the Circle CSD, Contact Center & retail team (product & process).Highlights: 4 Yellow belt projects (Web Recharge Penetration, Call reduction at Contact center, Demo Card Reconciliation, Increase in High ARPU segment revenue)  Streamlining of the Purchase Requests and Purchase Order process for Circle CSD. Achievement of Contact center KPI’s like SL’s (from 7% to 80% in 4mts), Quality scores from 40% to 75%.  Revenue generation & cost saving done through various Projects undertaken by all CSD verticals. Conducted:o CSD Inductions, Six Sigma trainings.o Behavioural training - Team building, Risk Analysis session.

Chief Role: Pan India Training for CSD verticals. Imparting training pan India through content development, training scheduling / delivery and implementations of knowledge management initiatives.(2009 to April 2010). Accountable for handling contact centre performance for west region from Apr’10 at the vendor’s site.  Executing performance monitoring, analysis and improvement of various contact centre metrics, viz.:o Training: Product, process, soft skill and behaviour training. o Quality: Internal & vendor audits, analysis & improvements of scores. o Customer Service: Knowledge evaluations test, I.C.E scores and C.T.A scores.o Service Request Management: Data coordination, escalation and service levels improvement. Engaging in planning the training calendar and content. Steering initiatives for delivering Train The Trainers sessions (Product & Process) pan India. Highlights: Conducted:o Refresher Training for Quality, CTA & ICE. Improving understanding of all quality parameters.o Behavioural training Second Chance program for improvement of the bottom quartile agents in Quality & ICE. Stellar role in achieving AHT reduction through Baseline activity. Reradiating of all Non value adds during the calls.

Chief Role: Handled Category 4 of the TBEM framework in the Business Excellence function for TTSL.  Spearheaded design, development, communication & maintenance of the knowledge management enablers like KM portal, knowledge sharing sessions, replication of best practices at corporate, etc. Conducted awareness sessions on Innovation, TBEM & Management of Business Ethics & New Employee Induction (BE & Vision Mission Values).  Took initiatives for developing and improving the productivity and quality of the BPO’s & front end. Oversaw agency management for all BTL activities & Empower Loyalty Programme. Facilitated web based communication to internal (employees) & external customers (BPO) for achieving customer satisfaction & brand building through development & maintenance of the customer care information portal. Managed new product / scheme launch for ensuring timely information flow to all customer touch points.Project Purview Part of the TBEM application & cascade for 2009. Innovation awareness sessions across India from Jul’08. Special Projects like VMV Parameterization, Designing of Blended Calendar (surveys), etc.  Launch of Mind Beans (Knowledge Management Portal) in 2007-08 entailing Idea Management, Best Practice Sharing, Discussion Board / Forums, Blogs and Other information sharing tools.  DISHA (Customer Care portal) in TTSL (Aug04).

Chief Role: Administered team performance and provided timely feedbacks for ensuring overall team productivity and quality. Provided feedback and recommendations to the scripting team on improvements and enhancements. Handled validation of product information on the intranet, thereby making it easy for the agents to take calls and facilitate increase in the quality scores. Actively involved in team management and floor management; handled team briefing thereby ensuring proper flow of feedback on call quality among the team members. Ensured effective coordination and facilitated information flow to the respective teams. Identified and facilitated training needs and requirements for the team members; imparted training to achieve the assigned targets and increased quality standards.