-Helped the leadership team in planning and coordinating operational procedures, and systems and devising ways to streamline processes to bring in efficiency and increase productivity.-Monitored operational expenses to optimize project costs.-Managed content plan for defining marketing goals and setting priorities for content delivery.-Created content management software by developing chatbots (with third-party vendor assistance) to generate leads and drive website traffic for clients.-Developed Marketing & Sales content for websites: Blogs, videos, social media posts.

-Assisted the leadership team with market research, content development, and digital marketing initiatives for the company.

-As part of the core, leadership team, evaluated business operations efficiency according to organizational objectives and implemented process improvements by gathering, analyzing, and interpreting data and metrics.-Designed and managed a Service Desk Ticketing Tool system to manage, organize and track all operations and customer support conversations centrally thereby optimizing the development and maintenance cost of owning an email system for handling customer queries.-Recruited and supervised business associates and provided constructive feedback based on individual performance.

-As PMO in Global Helpdesk Department managed, trained, and mentored a member services team of 8 executives. Assessed their training requirements, developed training content, and educated the team on best practices.-Designed, developed, and implemented an escalation plan to manage project team queries and improve response time.-Created project IDs in the system to effectively manage project scope, budgets, and resource allocations.-Designed an internal project tracking mechanism for project managers to track project management status.-Conducted project management reviews.-Identified project bottlenecks and came up with initiatives to alleviate them.-Analyzed project performance metrics and data from internal and external sources, and generated reports with meaningful analysis and insights.-Managed internal communications channels (intranet, employee newsletters, email announcements) while reviewing and developing channel mix.-Assisted Resource Management Group (RMG) team with maintaining and reporting employee effort/ headcount information.-Coordinated with Delivery Centre Heads, Business Development (Pre-sales) team, Finance, and HR to prepare regular reporting for the engagement leadership.

-As part of the Taj InnerCircle Service Centre (Taj Hotels Corporate Sales and Marketing department), handling customer queries through walk-ins and emails.-Generated and reviewed monthly customer service reports to identify actionable insights related to customer experience.-Assisted senior management during internal/external audits, to mitigate risks and improve process, performance, and controls.