• Spearheading Centralized Service delivery channels to ensure end to end resolution of customer’s query by keeping focus on quality, TAT, and communication• Managing multiple partners with BIG team size• Developing & executing customer experience life cycle strategies, making decisions and overcoming complex business challenges using experience-backed judgment, strong work ethics and irreproachable integrity• Driving NPS/CSAT across units and channels• Instituting customer centric operations & ensuring customer satisfaction by achieving delivery & service quality norms • Defining service standards and guidelines, governance structure, best practices that work as benchmarking for excellent service delivery for all verticals• Mitigating escalations of team and providing correct feedback to the analysts for improving their performance• Tracking productivity and quality metrics/measurements (KPIs) to ensure optimum operational efficiency• Maintaining high standards of ‘Common Minimum Practices’ followed across multiple partners • Monthly billing files management and approving after proper checks• Managing queries related to loans and end-to-end management of Operations and Service like creation of SOPs etc.• Working on projects which will lead to reduction in service queries• Projects related to usage of ML/RPA and Automations• Ensuring AOP targets are delivered as per timelines and as per finalized glidepath• Preparing monthly, quarterly, and yearly review decks for SMT• Monitoring and working closely with Salesforce CRM team to ensure data and reporting is in place• Forecasting volumes (Email and Voice) basis past trends and raising hiring request with vendor partner in advance• Ascertaining minimal attrition within internal teams and in vendor partner teams • Steering efforts in automation of reports and dashboards

• Driving NPS/CSAT across units and channels• Instituting customer centric operations & ensuring customer satisfaction by achieving delivery & service quality norms • Defining service standards and guidelines, governance structure, best practices that work as benchmarking for excellent service delivery for all verticals• Mitigating escalations of team and providing correct feedback to the analysts for improving their performance• Tracking productivity and quality metrics/measurements (KPIs) to ensure optimum operational efficiency• Maintaining high standards of ‘Common Minimum Practices’ followed across multiple partners • Monthly billing files management and approving after proper checks• Managing queries related to loans and end-to-end management of Operations and Service like creation of SOPs etc.• Working on projects which will lead to reduction in service queries• Projects related to usage of ML/RPA and Automations• Ensuring AOP targets are delivered as per timelines and as per finalized glidepath• Preparing monthly, quarterly, and yearly review decks for SMT

• Worked on managing 100% quality audits and checks to ensure Leads delivered to the client were error free and are delivered within promised SLA • Engaged in maintaining productivity and to manage multiple teams with around 380 FTEs Managed a team of 110 QAs and Quality Supervisors Across India and Philippines • Ascertained smooth operations management/ SLA Adherence P&L accountability/ Client Interactions Knowledge management, close procedures adherence, compliance adherence, reporting • Facilitated cross-functional team coordination to achieve Sales Targets • Monitored collaterals including Website, Social Media Profiles, and Testimonials & so on • Instituted lead generation, negotiation and customer relationship management of international clients and timely delivery

Managing quality for a leading telecom process.

US Healthcare Process

UK - Tech Support for a leading Broadband Service Provider