Privacy Implementation Manager

• Jul 2022 - Present

Business Operations Analyst

• May 2013 - Jun 2022

PROFESSIONAL SYNOPSIS: An astute & skilled professional with over 11 years of rich experience in Customer Service, Escalation Management, Project Management & Business Analyst while working with reputed organizations in diverse sectors; associated with NCR Corporation as Business Operations Analyst (For APAC Region) Core Skills: Customer Service Operations Project Management C-SAT, CRM Timely Completion of the projects Internal & External Communications Planning & Implementation Client Relationship Management Lead & Revenue Generation MIS Reports & Documentation Cross-Functional Coordination Training & Development Revenue Analyst Value Add and initiating new Objectives RCA, Team Building & Leadership Show less

Team Executive - OPS MIS

• Aug 2010 - Apr 2013

2010 - Started my career as Phone Banking Officer for Axis Bank. 2011 - Was promoted as Team Executive Key Deliverable as Team Executive • Cross checked all service requests raised by the associates & send it to clients • To rectify the errors in SR and re-raise the same with correct details • To prepare briefing points for associates • Root Cause Analysis was prepared. • Top call drivers was prepared on daily base. • Leading a team of Associates and motivate them to achieve team’s Service Level. Consistently achieves all SLA's set by the clients with strict adherence to Quality parameters. • Floor walk done to supervise, coordinate, and monitor the activities of associates to ensure prompt, courteous and accurate response to customers; ensure an efficient and qualitative operation through effective planning, leading, controlling and organizing. • Handled escalations calls. • Listen to calls and coaches the team to enhance performance. • Prioritizes and assigns work to associates and initiate corrective measures to resolve day- to- day work related problems including scheduling or adjusting overtime requirements, break management as necessary. • Organize weekly team meetings to update the associates on any process changes, quality issues and team SLA. Show less