Experience

Bachpan Play School

• India
• Education Administration Programs
• 200 - 300 Employee

• Director

  • Jan 2013 - Present



Ibm Pvt India Limited

• India
• Consumer Services
• 700 & Above Employee

• Account program Office Lead

  • Feb 2010 - Apr 2013

  Management of the service transition processManagement and primary stakeholder of the contract management processManagement of Account onboarding and ensuring compliance to the transition process Primary stakeholder in the approval of Service Delivery Change Management ProcessOwner of the Global Risk and Compliance OfficeResponsibility included implementation of the Audit and maintenance of the outsourcing standards as may be required by EMEA, Americas and ANZ groups.

• Quality Analyst

  • Apr 2006 - Mar 2010

  Performing Quality Checks for all the agents and conducting Quality sessions to improve the CSAT scores of the team. Assist in driving, planning, and reporting all Quality related activities across all Accounts.CSAT data Analysis and identification of significant issues.Assist in initiating, implementing, and tracking to closure, of all service improvement programs to improve productivity & quality.Analysis and reporting of Work Execution verification reports and provide inputs on improvement areas.Evaluate and review overall progress of the accounts.Capture, analyze, and report defects on all completed Service Improvement Plan periodically.Provide Effective Feedback & Inputs to Team leads and Specialists.Monitor Teams Performance - Report Trends & Analysis.Take responsibility of the performance of the Teams / Agents monitored. Show less