Experience

Docxster

• India
• Software Development
• 1 - 100 Employee

• Account Manager

  • Oct 2023 - Present

  > Handle the complete cycle from prospecting, closing deals, and handling key accounts. > Maintain and nurture relationships with key accounts, focusing on customer satisfaction and retention. > Collaborate with cross-functional teams to align strategies and enhance performance. > Handle the complete cycle from prospecting, closing deals, and handling key accounts. > Maintain and nurture relationships with key accounts, focusing on customer satisfaction and retention. > Collaborate with cross-functional teams to align strategies and enhance performance.



Quess Corp Limited

• India
• Business Consulting and Services
• 700 & Above Employee

• Key Account Manager

  • Feb 2022 - Jun 2023

  • Effectively managing 5 high value accounts under BFSI & Healthcare. • Understanding customers’ goals and business objectives to solidify a strong customer relationship. • Engaging with Clients and Hiring Managers to build stronger relationships and rapport. • Account penetration and explore new business development within Key Accounts • Working with the Delivery Team and empanelled vendors to ensure clients requirements are met in a timely manner. • Effectively upsold products… Show more • Effectively managing 5 high value accounts under BFSI & Healthcare. • Understanding customers’ goals and business objectives to solidify a strong customer relationship. • Engaging with Clients and Hiring Managers to build stronger relationships and rapport. • Account penetration and explore new business development within Key Accounts • Working with the Delivery Team and empanelled vendors to ensure clients requirements are met in a timely manner. • Effectively upsold products by introducing additional products and/or services like Service Desk, Payroll, etc. • Screening the profiles to ensure that they have all the skills as per the requirement in the US and Canada market. • Hands-on experience on Dice, Indeed, LinkedIn and HireRight. Worked with clients like Capegemini, UST Global, TCS, KForce and Hexaware. • Work effectively with internal and external customers to accomplish business goals of increasing sales and enhance profit margin. Show less • Effectively managing 5 high value accounts under BFSI & Healthcare. • Understanding customers’ goals and business objectives to solidify a strong customer relationship. • Engaging with Clients and Hiring Managers to build stronger relationships and rapport. • Account penetration and explore new business development within Key Accounts • Working with the Delivery Team and empanelled vendors to ensure clients requirements are met in a timely manner. • Effectively upsold products… Show more • Effectively managing 5 high value accounts under BFSI & Healthcare. • Understanding customers’ goals and business objectives to solidify a strong customer relationship. • Engaging with Clients and Hiring Managers to build stronger relationships and rapport. • Account penetration and explore new business development within Key Accounts • Working with the Delivery Team and empanelled vendors to ensure clients requirements are met in a timely manner. • Effectively upsold products by introducing additional products and/or services like Service Desk, Payroll, etc. • Screening the profiles to ensure that they have all the skills as per the requirement in the US and Canada market. • Hands-on experience on Dice, Indeed, LinkedIn and HireRight. Worked with clients like Capegemini, UST Global, TCS, KForce and Hexaware. • Work effectively with internal and external customers to accomplish business goals of increasing sales and enhance profit margin. Show less



ERPMARK INC

• United States
• IT Services and IT Consulting
• 1 - 100 Employee

• Recruitment & Business Development Manager

  • Jan 2021 - Feb 2022

  • Building a comprehensive account plan, which details key relationships required, the opportunities and the revenue expected from such opportunities, as well as potential threats and weaknesses that need to be addressed. • Responsible for building and managing a portfolio, driving revenues within the assigned Account or the portfolio of Accounts, by being the owner of the entire Opportunity Management cycle. That involves identifying business opportunities, selling, service delivery, and… Show more • Building a comprehensive account plan, which details key relationships required, the opportunities and the revenue expected from such opportunities, as well as potential threats and weaknesses that need to be addressed. • Responsible for building and managing a portfolio, driving revenues within the assigned Account or the portfolio of Accounts, by being the owner of the entire Opportunity Management cycle. That involves identifying business opportunities, selling, service delivery, and negotiations. • Work closely with the delivery teams to ensure that the team understands the customer requirements in Canada & US. • Coordinate with the consultants to ensure fitment with the client needs; negotiate the rates or salaries; and ensure on-boarding, as per customer requirements. • Responsible for handling complete recruitment life cycle for high-end or niche requirements for the US & Canada clients. • Thoroughly understand and work on the requirements of the client and guiding the team to work. • Analyzing, Screening & Submitting consultant profiles as per client requirements. • Conduct initial screenings, reference checks, negotiate pay rate, relocation, coordinate client interviews and work with the Account Managers to close the position. • Responsible for maintaining and communicating candidate follow-up and status update on a regular basis. Show less • Building a comprehensive account plan, which details key relationships required, the opportunities and the revenue expected from such opportunities, as well as potential threats and weaknesses that need to be addressed. • Responsible for building and managing a portfolio, driving revenues within the assigned Account or the portfolio of Accounts, by being the owner of the entire Opportunity Management cycle. That involves identifying business opportunities, selling, service delivery, and… Show more • Building a comprehensive account plan, which details key relationships required, the opportunities and the revenue expected from such opportunities, as well as potential threats and weaknesses that need to be addressed. • Responsible for building and managing a portfolio, driving revenues within the assigned Account or the portfolio of Accounts, by being the owner of the entire Opportunity Management cycle. That involves identifying business opportunities, selling, service delivery, and negotiations. • Work closely with the delivery teams to ensure that the team understands the customer requirements in Canada & US. • Coordinate with the consultants to ensure fitment with the client needs; negotiate the rates or salaries; and ensure on-boarding, as per customer requirements. • Responsible for handling complete recruitment life cycle for high-end or niche requirements for the US & Canada clients. • Thoroughly understand and work on the requirements of the client and guiding the team to work. • Analyzing, Screening & Submitting consultant profiles as per client requirements. • Conduct initial screenings, reference checks, negotiate pay rate, relocation, coordinate client interviews and work with the Account Managers to close the position. • Responsible for maintaining and communicating candidate follow-up and status update on a regular basis. Show less



HSBC

• United Kingdom
• Financial Services
• 700 & Above Employee

• Business Risk Manager

  • Jun 2016 - Mar 2021

  • Leading Risk & Control function for Global Contact Centre Operations which covers 9 sites located in India, China, Philippines and Malaysia serving 16 markets. • Managing Operational Risks & Incidents in lines with the Enterprise Risk Management Framework guidelines. • Implementing robust risk & migrations governance and ensuring all stakeholders have visibility of key risks and remediation activity. • Raising awareness and understanding of risks, controls, risk management and… Show more • Leading Risk & Control function for Global Contact Centre Operations which covers 9 sites located in India, China, Philippines and Malaysia serving 16 markets. • Managing Operational Risks & Incidents in lines with the Enterprise Risk Management Framework guidelines. • Implementing robust risk & migrations governance and ensuring all stakeholders have visibility of key risks and remediation activity. • Raising awareness and understanding of risks, controls, risk management and continuous monitoring of controls. Driving education and awareness on topics like Social Engineering, Fraud, Account Takeover, etc. • Providing efficient audits and thematic reviews of Business Services risk and control performance through Internal Reviews. Creating a robust governance with Stakeholders to ensure that the agreed management action plans are implemented. • Performing controls testing to check their effectiveness in mitigating the risks and providing recommendations when required. • Evaluate and perform an end-to-end analysis of the business' risk and control environment to identify significant gaps and weaknesses and determine root cause of control deficiencies. • Ensure that controls are properly designed, operating effectively, and essential to a proactive risk and control culture. • Collating the Control Environment from all the markets for the Risk & Controls Management Meetings as part of governance. • Analysis of Risk and Control information from multiple sources and producing concise and focused insights.

• Structured Coaching Manager

  • Oct 2012 - Jun 2016

  • Review the Quality Monitoring Schedule for Calls and Chats for all the Global Sites to ensure that it is compliant with the regulatory compliance requirement. • Ensure adherence to compliance & regulatory requirements. Create a safe environment to ensure sufficient controls & checks are in place to mitigate risk & any exposure. • Ensured that best practice is shared across the site with the coaching structure playing a critical part in supporting our Customer first and Global standards… Show more • Review the Quality Monitoring Schedule for Calls and Chats for all the Global Sites to ensure that it is compliant with the regulatory compliance requirement. • Ensure adherence to compliance & regulatory requirements. Create a safe environment to ensure sufficient controls & checks are in place to mitigate risk & any exposure. • Ensured that best practice is shared across the site with the coaching structure playing a critical part in supporting our Customer first and Global standards objective. • Ensuring that all the Controls are being adhered to without exception and also reviewing the Controls to ensure that they are robust or needs to be enhanced. • As a site coordinator send the weekly and monthly analysis/Observations of the site’s performance to Business Area & Senior Management • Managing and Driving the Complaint Handling Action Plan for the Site and completing Complaint Handling Health Checks to assess staff’s knowledge. • Ensuring that Team Manager Knowledge is also enhanced by doing Complaint Calibration Sessions and Buzz Sessions to discuss Findings and share best practice. • Consistency and audit check conducted on a monthly basis for the entire Operations Team Manager & ensure that feedback is given on a timely manner. • File Review checks conducted for all the Team Managers highlighting the level of coaching provided and whether it meets the requirement of the staff while ensuring quality of calls graded and adherence to mandatories. • Conduct regular Audits to fix any Business Risk. • Exhaustive Raw Sampling to identify the Soft Skill and Knowledge Gap and rolling out Knowledge Interventions and Skill Builder Sessions to enhance the Sites Performance. • Designed the New to Role Team Manager Programme to ensure that they are well trained and equipped to manage their role effectively. • Ensuring that the Procedures and the manuals meet the FIM requirement.

• Customer Experience Coach

  • May 2004 - Sep 2012

  • Review the call which received a Dented Verbatim from Customers & Dented IVR Surveys to identify the behaviours impacting Customer Satisfaction. • Sharing the Observation with Agents and Team Managers via Buzz and Activities. • Identifying the Areas of Opportunity and Coach Agents to overcome them. • As a Site Coordinator, I create and send weekly & monthly analysis/observations of the site’s performance to Business Area & Stakeholders. • Observe the coaching session of Team… Show more • Review the call which received a Dented Verbatim from Customers & Dented IVR Surveys to identify the behaviours impacting Customer Satisfaction. • Sharing the Observation with Agents and Team Managers via Buzz and Activities. • Identifying the Areas of Opportunity and Coach Agents to overcome them. • As a Site Coordinator, I create and send weekly & monthly analysis/observations of the site’s performance to Business Area & Stakeholders. • Observe the coaching session of Team Managers and help them to enhance the Impact on the CSE’s and give Tips on Creative Coaching. • Spearheading Activities and Campaigns for the site to foster a spirit of competition to enhance Customer Satisfaction performance. • Represent the Site in a Global Forum to drive Customer Satisfaction. • Creating and Analysing Reports. • Analysing, researching and resolving complicated banking enquiries and handling escalations effectively.