Experience

Phurr - Group Tours for 45+ age / Senior Citizens

• India
• Travel Arrangements
• 1 - 100 Employee

• Founder

  • Feb 2018 - Present



iEnergizer

• India
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Service Delivery Lead

  • Apr 2016 - Feb 2018

• Senior Manager Operations

  • Oct 2014 - Apr 2016

  Competence – Detailed Domain Knowledge of Customer Service Delivery, CRM, Customer Segmentation and Service Differentiation. Demonstrated proficiency in Project Management, handling Multiple Key Accounts and Cross Functional Projects for Contact center in Telecom and ITES sectors. Expertise in identifying automation opportunities, defining application specs and functionalities to achieve operational excellence and reduce running costs of the business unit. Expertise in identifying sales opportunities - Upsell and cross sell various telecom products, bundled offers through inbound and outbound contact centers.  Designing and implementing Standard Operating Procedures, control systems for maintaining hygiene and quality standards of the business vertical. Proven People Management capabilities in talent identification, task scheduling, motivation, mentoring and knowledge transfer through training of the team. Customer Grievance and Voice of Customer Management through blended channels of Customer Interaction Support Customer Satisfaction/Operations Management handling by managing over 600+ Technical resources Work Force Management for PAN India Customer Interaction Center. Billing Solutions for iEnergizer IT Services Pvt. Ltd. Training Delivery & Management for the technical resources Interdepartmental Coordination & Management Process Transition – Preparing blueprints for new business and assistance to BD team B2B Customer handling including Voice and Web Support Show less



iEnergizer

• India
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Manager Operations

  • 2012 - 2014

  Process / Client related tasks:• Responsible for managing UP West circle for a major telecom service provider. • Ensuring availability and development of manpower to achieve maximum productivity.• Scheduling manpower in accordance of call flow trend.• Working on process ACHT, schedule adherence and schedule attainment for maximum productivity.• Ensures achievement of targets / SLAs by each of the teams.• Identification and fixation of process gaps with client collaboration. Team tasks:• Mentor Team to handle more responsibility• Assist / Coach Team in preparing their development plans• Regularly assess training needs to fill gaps in performance• Regularly conduct skip levels to ensure open communication and device an action plan to address concerns / issues raised by teams.Reviewing the team on a Daily/Fortnightly/Monthly basis Show less

• Assistant Manager - Operations

  • Feb 2010 - Mar 2012