Experience

Protiviti Middle East Member Firm

• United Arab Emirates
• Business Consulting and Services
• 500 - 600 Employee

• Consultant

  • Mar 2023 - Present



BT Group

• United Kingdom
• Telecommunications
• 700 & Above Employee

• Team Leader

  • Feb 2021 - Dec 2022

  ▪ Handling a team of 30 associates and 1 SME▪ Presented automation and process improvement ideas in line with Lean and Six-Sigma program that was accepted and implemented by the management▪ Actively involved in stakeholder management meetings to voice opinions and provide updates to the Centre of Excellence▪ Actively involved in projects such as supporting the service excellence team and integration of campaigns▪ Conduct weekly insight and operational audits▪ Responsible for driving team KPI▪ Responsible for manpower planning including minimizing shrinkage and employee attrition▪ Conduct weekly one-on-one coaching with the low performing associates▪ Developing resource plan to meet targets and budgets so that team operates at minimum cost and maximum benefit▪ Conduct regular huddle sessions to connect with the team to address challenges and opportunities▪ Prepare and present periodic management reporting namely weekly and monthly business review▪ Conduct operational interviews to hiring new candidates▪ Participation in leadership trainings on Stakeholder Management and Connected Leaders Show less

• Subject Matter Expert - Communication Coach

  • Nov 2019 - Jan 2021

  ▪ Coached 20 bottom quintile advisors (NPS and FCR) during the tenure and helped them meet their KPIs▪ Was the 2nd level escalation authority for resolving customer complaints▪ Conducted one to one coaching sessions with chat advisors to improve the chat quality▪ Throughout supported technical and billing chat with process queries▪ Expertise in billing and order management applications▪ Dealt with customer complaints both online and offline▪ Conducted communication and process training for new hires▪ Was a member of the core team responsible for communication training of the pilot batch for the chat process Show less

• Associate

  • Sep 2018 - Oct 2019

  • Responsible for end to end order management process and customer queries



IndusInd Bank

• India
• Banking
• 700 & Above Employee

• Associate Service Delivery Manager

  • Nov 2017 - Jul 2018

  • Responsible for customer service including handling queries and complaints • Performed operational & internal transactions • Responsible for cross selling of banking products • Responsible for customer service including handling queries and complaints • Performed operational & internal transactions • Responsible for cross selling of banking products



Prozone HRspot Pvt Ltd

• Kolkata, West Bengal, India

• Business Manager

  • May 2017 - Oct 2017

  • Responsible for client acquisition and client servicing. • Harnessing client relationship on pan India basis and converting them into business opportunity. • Responsible for client acquisition and client servicing. • Harnessing client relationship on pan India basis and converting them into business opportunity.