Associate Director | Research and Analytics

• May 2022 - Present

Senior Manager | Research and Analytics

• Jun 2020 - Apr 2022

Manager | Research and Analytics

• Jun 2019 - Jun 2020

Second Line Manager - Operations

• Jul 2016 - Dec 2018

IBM India Pvt Ltd - Operations Manager • Managed a span of 110 employees with 12 direct reports• Managed 8 Fortune 500 clients• Managing daily activities in operations• Analyzing statistics and reports;• Improve operational systems, processes and frameworks;• Improve the efficiencies and effectiveness of current support systems;• Oversee recruitment and selection of personnel;• Review training syllabus for all personnel;• Review and audits operations manual and guidebook;• Continually sought to target and resolve complicated issues related to management and business operations;• Controlled daily business operations by devising and deploying short and long-range strategies to grow profitability and accomplish objectives;• Collaborated with process owners to refine procedures, devise best practices and correct quality audit findings;• Established operational objectives and work plans and delegated assignments to subordinate managers;• Boosted team performance with enhanced employee evaluation processes;• Increased customer satisfaction and grew business by maintaining close relationships with customers;

First Line Manager - Operations

• Jul 2013 - Jul 2016

First Line Operations ManagerDates Employed -July 2013 – Dec 2016• Managing a team of 50-60 and above FTEs• Client/Customer/People Management• Forecasting and Planning• Manage the daily team activities and ensure the daily operations run smoothly.• Drive Team adherence and manage monthly scheduling.• Manage key business metrics like SLAs and CE• Run reports & conduct a thorough analysis of SLA misses.• Drive Continuous Improvement in the team along with metrics improvement• Generate dashboard and scorecards for the Team for review.• Performance management and appraisals for the entire Team.• Weekly Reviews to the Management on key deliverables.• One-on-One with the team and scheduled Monthly Team meetings.• Feedback and Coaching• Knowledge management for the team and quality control• Apply performance management strategies - action plans, BQ planning• Responsible for people/employee career development• Application of Agile concepts and ensure day to day activities are done the Agile way.

Subject Matter Expert

• Jul 2011 - Jul 2013

Subject Matter Expert• As a Subject Matter Expert, my responsibility is to take end to end responsibility and ownership of driving process knowledge in the team.• Monitor Floor Performance - Report Trends & Analytics on key metrics, with improvement action plans• Improved quality and client reference ability by addressing systemic root causes via a robust quality management system.• Perform Call monitoring, Ticket checks & Call Calibrations - Achieve targets • Thorough calibrations within the process & with the Client• Engage with Transitions, training & reporting teams.• Actively manage ticket SLA’s and Incident Management, • Demonstrate effective problem solving skills.• Effective Coaching & feedback to entire span of agent’s/ service representatives.• Perform training and need analysis, & Conduct Refresher training's.• Understanding of KPI's and Monitor team performance, generate reports, trends & dashboards• Ability to analyze data & perform a thorough Root Cause Analysis• Understanding of excel and other reporting tools.• Build and maintain knowledge base.• Interact with sending Geo counterparts for any escalations and perform RCA & Ability to collaborate across multiple teams for process improvements and standardization• Process improvements and standardization put in place by implementing GDF/Lean Principles.• The GDF/Lean Model- Leverage GDF to improve delivery quality across EUS and the implementation Defect prevention process.• Drive to achieve team SLA's, Monitor the call queue and ensure prompt action• Take ownership of escalated tickets.• Drive and take ownership of completing all technical training modules within the team.• Drive towards Productivity & Process improvement projects within the Account.

Subject Matter Expert

• Feb 2006 - Jul 2011

Subject Matter Expert - Sitel India Pvt LTD 2009 June till 2011 July Provided documentation on start-up, shut down and first level troubleshooting of processes to help desk staff. · Mentoring and training up junior and new associates. · Monitoring & reporting on standards & performance targets. · Arranging & chairing weekly team meetings, focusing on targets & achievements. · Implementing new initiatives · Recognize team members and create a positive working environment. · Providing prompt and accurate information on individual performance to the Management. · Conducted New Hire training. · Prepared cheat sheets to help process faster and reduce the errors on quality piece. · Preparing daily workloads for staff & co-coordinating the daily allocation of work. · Handling new client enquiries and acting as the face of the business. Level 2 Tech Support Engineer 2007 Aug till 2009 June • Ensure Customer Experience • Maintain good relationship with the customers • Clarify the customer’s queries about the services and the products offered by the company. • Handling 2nd level technical troubleshooting calls for application , Networking, Operating System related issues. This involved to perform Reinstallation or Restaging of OS in cases where the break and fix fails. • Fault escalation and documentation through Fault Management System • Troubleshooting based on networking, on Windows and Apple Macintosh platforms. • Providing feedback to update the knowledge base. Level 1 - Technical Support Engineer Feb 2006 till Aug 2007 • Excellent Skills in Analyzing Technical Issues. • Effective Team Member, Contributing Ideas within and outside areas of Responsibility • Effective communication skills. • Detailed understanding of support provided by Service desk, Responsibilities and Service level agreements. • Ensured high standard of Customer service was provided. • Good Time Management & Organizational Skills.

Visual Merchandiser

• Jan 2001 - Feb 2006

Design and execute visually compelling displays that showcase our products and brand image Collaborate with the marketing and retail teams to create a cohesive brand experience in our stores Analyze sales data and customer feedback to make informed decisions about product placement and display strategies Stay up-to-date on industry trends and best practices in visual merchandising Train and coach store staff on visual merchandising standards and techniques Ensure that all displays are set up according to established guidelines and are properly maintained Work closely with vendors to obtain props, signage, and other materials needed for displays Participate in store openings and remodels to ensure that visual merchandising standards are met This job description is intended to convey information essential to understanding the scope of the Visual Merchandiser position and it is not intended to be an exhaustive list of skills, efforts, duties, responsibilities, or working conditions associated with the position.