• Build a function "Global Control Tower" and created a robust measurement system which proactively tracks all delivery and financial risks. • Leading a strong 30+ member team which proactively monitors all Global operations clients and ensure immediate action is taken if we foresee any risk which may later impact client experience or SLA's.• Managing NPS ( Net promoter score) and close looping RCA and actions. • Monitoring cost levers and flagging proactive risks which may impact financials (CCI) if not addressed on time.• Managing escalated accounts and tracking them to closure. Building and tracking glide path and reporting timely risks of non adherence to glide path.• Build data driven predictive alerts which helps prevent missing on contractual SLA's.• Driving Operational excellence framework and continuous improvement projects

• Head of Quality of the merged entity Vodafone Idea Ltd. for Karnataka circle.• Planning budgets and key deliverables for the service partners, enabling them to deliver basis agreed SLA's.• Building measurement system across all touch points and function to enhance customer experience.• Conducting Process Audits, transactional audits and Mystery audits.• Vendor management for multiple touch points (Inbound, outbound and back office)• Identifying best practices and implement them to improve business and customer satisfaction.• Managing NPS scores across all touch points of Contact centre, Retail, Digital and Network.• Identifying and building automations. • Conducting benchmarking across telephone industry and building actions to improve customer experience and cost efficiency.

• Awarded as "TOP TALENT" of Vodafone.• Managing a role of Head of Quality for Karnataka circle• Certified Digital trainer from Deloitte. Conducting training across Vodafone circles.• Managing NPS across touch points i.e. Retail, contact centre, digital, back office, social media, Network etc.• Managing process audits and compliance audits.

Zopper is a hyper-local e-commerce company which enable users to discover & buy products online. The company has investments from Tiger global, Nirvana advisors and Blume. • Head of Quality and Process excellence vertical.• Managing the national portfolio of Quality and customer satisfaction vertical and internal process audits.• Performing risk assessments on key business activities and using this information to guide what to cover in audits.• Managing Net promoter score and conducting process audits for operations.• Researching and assessing how well risk management processes are working, recording issues and distributing the reports to the relevant people.• Ensuring that all the processes are documented, agreed and signed off by stakeholders.• Ensuring implementation and adherence to process guidelines by doing internal process audits.• Preparing RCA and implementing the action planning along with the process owners to improve the customer satisfaction scores.• Driving improvement projects to improve the overall efficiency of the processes.

• Managing the national portfolio of NPS, Mystery shopping, Customer satisfaction, data validation and Quality vertical.• Conducting process audits and document processes for Askme.com, Askme Bazaar, Askme Grocery and Askme furniture.• Conducting monthly reviews with partners across India on Geo tagging, Data entry & validation vertical, Mystery shopping, call centres and CSAT verticals.• Setup the function to conduct price check of all SKU's added and content QC for Askme Bazaar and Askme Grocery. • Set up the Data QC vertical, hired and trained 10 QC resources.• Set up the outsourced partner to conduct Mystery Shopping and customer satisfaction.• Handling customer satisfaction for Askme.com, Askme Bazaar and Askme Pay.• Managing the quality function of all the products and all the functions of the business.• Preparing quality sheets and conducting calibration.• Ensuring spread of quality culture by introduction to quality tools for the process.• Driving improvement projects to improve the overall efficiency of the processes.• Managing business partners to conduct customer satisfaction surveys for the processes and improve the VOC.• Preparing RCA and implementing the action planning along with the process owners to improve the customer satisfaction scores.• Certifying the new hires before they could join the business partner teams.• Preparing and validating questionnaire to conduct the customer satisfaction surveys.• Conducting the UAT for the new product launch.

• Handling national portfolio of customer on-boarding processes, including Welcome call, tele verification, Welcome letter & Verification, for prepay and postpay. The portfolio includes development of processes and policies, IT development, training of circle resources/service partners and monitoring of KPIs.• Driving regulatory and process compliance, with help of self-certification and rule based exception reporting.• Negotiating Terms and Conditions of above mentioned engagements on a periodic basis & incorporating in the contract. Ensuring the contract closure within the overall AOP framework.• Periodic review of the KPIs influenced by service partners e.g. contact rate, AHT, quality, customer satisfaction, etc.• Driving circle performance on key KPIs, using ‘variance to KPI’ methodology. Monthly review of all the processes with National SO Head and National APM Head.• Interacting with software arm of TATA group, TCS for various CSD developments & reporting requirements.• Taking care of the overall quality, AHT and customer satisfaction with respect to address, tele verification and welcome call process.• Managing end to end three outbound centers with 300+ seats capacity from where the tele verification and welcome call is conducted for the prepaid and postpaid customers.• Fulfilling all the requirements of the documentation which is required at the time of activation basis the TRAI norms, so that basis the documentation the verification can be completed. • Being a part of the operations strategic team, the key role is to document processes and drive process compliance nationally.• Planning budgets for the service partners and resolving end to end functions of the service partners.• Responsible for preparing an action plan and producing better results where ever it is found that the inputs are to be shared with the circle teams.

• Process documentation, Audits and TRAI norms adherence for the 3 telecom circles.• Responsible for identifying the deviation w.r.t. SOP’s which helps to ensure that the circle does not receive any non compliance in audits.• Created processes at the time of Jammu launch which helped in the smooth launch.• Processes designed taking into consideration the business requirements, TRAI norms and customer satisfaction.• Sharing audit observations with the vertical heads on monthly basis. Scoring of the observations is based on the six sigma methodology.• Responsible for improving the health of the process in terms of C-SAT, process control and revenue.• Ensuring the closure on all the areas highlighted in the billing and metering report (TRAI Audit).• Identifying the automations and coordinating with the vertical heads for the closure on the same.• Ensuring that all the gaps identified in internal and external audits are closed within the expected timelines which also includes the best practices shared by the other idea circles.• Replicating the corporate driven processes in the circle post discussion with the vertical heads.

• Part of the pilot process of fraud operations and working towards recovering losses for the company.• Part of the compliance crackers team ensuring that the procedures and policies levied by the company are followed in the process.

• Quality Facilitator ( Domestic telecom Client): Facilitate a continuous improvement environment in which organizational Resources are focused on satisfying internal and external customer’s requirement. • Plan, Co-ordinate and participate in system reviews and quality audits, assist staff in identifying potential improvements to system, processes and work flows. • Guide Organization through the deployment of quality system and certification processes. • Assist in the implementation of statistical methodologies and quality tools to monitor and control quality • Certify the new hires before they join the work force. • Train the new hires before they join the work force.