WORKING FOR WARNER BROS. DISCOVERY APR 2021 – Present • Working as a SPOC for ASC at WBD, managing the Ops Teams • Overseeing the day-to-day activity of the team. • Managing Monthly invoicing and billing for Pan India. • Updating and renewing customer contracts. • Preparing Monthly & bimonthly MIS. • Coordinating with ROs & Sale team for monthly subscriber reports & other concerns. • Working on system and process optimization

Team Lead • Lead a team of data analysts handing large customer sales. • Start to End support for Large businesses for setting up GMB. • Focused on client servicing & understanding the issues. • Regularly connected with business owners over calls. • Provided solutions to the clients based on their requirements. • Helped clients achieve their visions by coordinating with the team. • Collaborated with Account Managers and Clients in Google. • Provided solutions to the clients based on their requirements. • Allocating queries among associates for timely completion of tasks. • Productivity and Performance audits & analysis. • Daily team connect and team management to meet the targets. • Conducting performance reviews and 1 on 1 feedbacks. • Preparing and presenting team performance in weekly reviews. • Exceeded the team utilization metric by delivering 150% utilization.Quality Analyst Role• Worked on Fixit - Google's Initiative to support Large customers. • Managed the project delivery & client communication - Fixit. • Supported a team of 30+ agents & in achieving targets. • Point of contact for bug workflow an initiative by Level 3 team. • Played a key role in getting a new workflow to L2 India. • Implemented quality framework for L2 India.• Quality audits for L2, GMBL & Fixit. Helped achieve quality targets. • Helped set up training plans & assessments for new hires. • Trained multiple associates on all the projects as a Process Trainer.Senior Process Executive• Among 8 out of 200 selected to be part of the Level 2 escalation team. • Resolved escalations across the globe by Frontline teams (Level 1). • Supported multiple projects as part of level 2 escalation (L2, GMBL). • Trained multiple associates on all the workflows year after year. • Provided on-job training to new agents & helped achieve targets. • Worked on multiple projects - Backed Escalation (L2, GMBL). • Supported small businesses over the phone & email in L1.

Senior Process Executive Convergys India Service Pvt. Ltd.• Worked for Wellpoint one of the biggest US Health Insurance Co. • Wellpoint is a part of Blue Cross Blue Shield. • Assisted the Medical Providers with the patient’s policies. • Interface between medical providers and the insurance company. • Supported new joiner during on job training.