Co-founder, Chief Customer Success Officer

• May 2022 - Present

Vice President, Operations Excellence and Customer Experience

• Feb 2014 - Apr 2022

Elevate is a global legal service provider helping law firms and corporate legal departments operate more effectively. We provide practical ways to improve efficiency, quality and outcomes through consulting, managed services and technology solutions.

Director, Client Engagement

• Feb 2014 - Sep 2021

VP Business Development, India (West)

• Oct 2013 - Feb 2014

Director, Account Management and Learning & Development

• May 2007 - Feb 2013

Team Leader - Operations 2005

• May 2005 - Feb 2007

Workflow management including job assignment to lawyers; overall team size of 35 Established a strong governance model with the Operations Director (UK), local Managers and Trainers to efficiently manage team performance and plan remedial training Managing all macro MIS reporting Contributing towards creating refresher training manuals and guides Team appraisals Effective dispute resolution and conflict management Designing solutions to absorb work type; travelled to Bradford, UK to plan the project implementation Took on the HR, Finance and Admin responsibilities for the captive centre during the local Manager's absence for 4 months Select Achievements o Was promoted to Team Leader within 4 months of joining the organization o Cross trained the entire team on all functions i.e. Document Processing, Title Checking, Office Copy Requests, Scheduling and Complex Job Management o Increased volumes for the captive centre from 2 clients to 11 Clients within 6 months of joining the organization o Received a letter of appreciation from the Director of Global Operations for successfully managing the captive centre in the local Manager's absence for 4 months Show less

Team Coach - Operations

• Jun 2003 - May 2005

Document and Call Quality Assessments for a team of 40 associates Managing Team MIS reporting Maintaining a strong governance model with the Client for Call Calibrations, discussing team performance and next steps Working with the local Managers to design solutions for more complex job types Working with the Client to design refresher training modules and cross training the team Select Achievements o Was promoted to Team Coach within 13 months of joining the organization o Won the trophy for Best Performer of the Quarter o Was a part of the Employee Assessment Survey Project, reporting directly to the Service Delivery Leader of the process Show less

Web Designer & Copy Writer

• Jan 2000 - Dec 2002