Experience

Heritage Xperiential Learning School, Golf Course Extension

• India
• Primary and Secondary Education
• 1 - 100 Employee

• Public Relations Officer

  • Mar 2022 - Present

  Responsibilities • Act as the point of contact for parents, handling escalations and addressing concerns in a timely and professional manner. • Manage school systems and ERPs, ensuring they are functioning optimally and any issues are resolved promptly. • Oversee staff, including managing purchasing and requirements for school day to day functions. • Assist with logistics and staff rostering as needed. • Coordinate admissions, including follow-up on payments and managing refunds, ensuring that accounts are up to date and there are no outstanding balances. • Handle all school communications, including emails, responding promptly and efficiently. Show less



Currently Home - Looking for day shift oppurtunities in South Delhi or Travelable distance

• Team Manager - Tech Mahindra (Process - BELL Canada)

  • Feb 2007 - Sep 2009

  Responsibilities • Managed & supervised the performance of team members for resolving grievances and queries of clients on a day-to-day basis, and ensuring that deliverables are met with quality. • Designed, developed and delivered plans and strategies to meet revenue target and business objectives. • Identified, documented, analyzed, and shared best practices followed by successful teams on the floor for replication in other teams and LOBs. • Proven competencies in customer satisfaction and team management including escalation, issue resolution and business process improvement. • Handled operations and team related issues, concerns and expectations of all the team members • Conducted suitable training programs in coordination with the internal training team to ensure maximum efficiency in process operations. • Constantly evangelized Best Practices as a practice Show less



HCL Technologies Ltd. (BPO Services)

• Team Leader - Operations

  • Sep 2006 - Jan 2007

  • Conducted daily Operations Huddles to plan and review shift activities • Provided support for Second Voices or Transferred Calls • Monitored calls and coached low-performing agents for improvement • Maintained attendance records and handled leaves and other administrative tasks • Coordinated with Transport and Admin departments as needed • Planned and implemented contests and incentive programs to motivate team members • Conducted one-on-one sessions with agents to address individual improvement areas • Prepared and submitted daily reports to the client • Identified training needs and referred agents to the Training Department • Collaborated with Quality and Compliance Department to ensure operational compliance • Generated TOS and MIS reports and discussed them in regular team meetings • Motivated and inspired team members to achieve their goals • Provided regular updates to the manager on task accomplishment, issues, and status. Show less



Convergys India Services Private Limited Bpo

• India
• Consumer Services
• 1 - 100 Employee

• Technical Support Officer

  • Feb 2004 - Aug 2006

  • Troubleshoot operating system and hardware issues. • Improve quality scores on the floor. • Meet project requirements and improve processes. • Ensure quality standards for the team, provide updates and training on technical issues. • Handle escalated calls and provide second opinions. • Troubleshoot operating system and hardware issues. • Improve quality scores on the floor. • Meet project requirements and improve processes. • Ensure quality standards for the team, provide updates and training on technical issues. • Handle escalated calls and provide second opinions.



NIIT Limited

• India
• Education Administration Programs
• 700 & Above Employee

• APTC (Authorized Prometric Test Centre) Administrator

  • Feb 2003 - Dec 2003

  Pioneering innovative classroom, e-learning and advanced solutions for career seekers, professionals, corporations and higher education institutions. Responsibilities • Conducted classroom sessions on the Swift Program covering MS-Office, Internet, and E-mail. • Managed front-end operations, including registration of new admissions and addressing enquiries. • Oversaw the delivery of computer-based testing. Pioneering innovative classroom, e-learning and advanced solutions for career seekers, professionals, corporations and higher education institutions. Responsibilities • Conducted classroom sessions on the Swift Program covering MS-Office, Internet, and E-mail. • Managed front-end operations, including registration of new admissions and addressing enquiries. • Oversaw the delivery of computer-based testing.