- Oversee three Salesforce instances and manage a user base exceeding 180 across three distinct verticals.- Understand CRM users' unique requirements and implement enhancements, including automation of multi-step/complex processes.- Conduct regular training sessions to ensure teams are proficient in leveraging system functionalities for accurate data input.- Address user issues by providing hands-on troubleshooting and resolution support via direct calls.- Educate users on root causes and effective workarounds during issue resolution to promote a seamless user experience.- Primary objective with CRMs is to maximize output while minimizing user data input, ultimately delivering valuable insights to teams.

• Managed 30+ specialists across LOBs• Responsibilities: SLA Management, Service Delivery, Attrition, Quality, Training, Integration of support functions, Ad-hoc activities, Audits for regulatory compliance• Led projects and PSPs for process and individual improvement• Optimized workflow and efficiency through process improvements• Conducted SWOT analysis for team members, provided mentoring• Established KPIs & KROS awareness, Performance Management• Identified and managed Bottom Quartile, Set up SLPs after RCA• Ensured timely Monitoring, 1:1 Feedbacks, Grooming & Up-skilling• Assisted in recruitment, interviewing, and onboarding• Prepared insight driven reports and presentations for stakeholders• Worked closely with the C-Suite and handled all their escalations personally

Worked for 3 UK Processes :1) Banking Process: Resolving customer queries for Corporate Bankers and helping them with their daily banking needs. [Frontline]2) Banking Process : worked as an Acquirer Analyst for Merchant Services , validating their transactions , raising / disputing chargebacks for our client from other banks !(Escalations & Disputes)[Frontline and Backend].3) Airline Process (Travel): worked on calls and emails resolving queries, handling expense claims, making bookings, compensation queries, handling complaints [Frontline and Backend]

Corporate Trainer for Marketing & Sales in Entrepreneurial BDM Programme• Clients: NGOs like HelpAge India, Save The Children, Child Rights & You, UNICEF, etc.• Managed B2B, B2C, B2G Sales & Promotions Campaigns while providing hands-on training to my associates.• Assessed training needs by collecting company objectives and identifying employee deficiencies• Developed engaging presentations to enhance training impact• Conducted evaluations and observed employee performance for improvement areas• Monitored progress and provided feedback to management, suggesting additional training when needed.

- Orchestrated partnerships with renowned clubs in the Nightlife Industry as Head of PR & Management.- Managed artists and secured hosts for events, ensuring seamless execution.- Directed thematic planning and end-to-end event curation, delivering memorable experiences.- Oversaw crowd management and hospitality services to ensure guest satisfaction.- Negotiated agreements with club owners and spearheaded social media promotion campaigns for events.