Experience

IASC Sector Skill Council (SSC)

• India
• Non-profit Organization Management
• 1 - 100 Employee

• Head - Strategic Partnership & Operations

  • Jun 2022 - Present

  • Responsible for the delivery of the overall operational metrics & service delivery. • Managing the overall gamut of Operations and Business Development. • Responsible for managing the existing team members and ensuring the success path. • Responsible for generating business and coordinating with state mission for overall business delivery of Trainings. • Handling the submission of RFP’s, Proposal and Project aligned with different state mission, board • Handing the complete… Show more • Responsible for the delivery of the overall operational metrics & service delivery. • Managing the overall gamut of Operations and Business Development. • Responsible for managing the existing team members and ensuring the success path. • Responsible for generating business and coordinating with state mission for overall business delivery of Trainings. • Handling the submission of RFP’s, Proposal and Project aligned with different state mission, board • Handing the complete TOT and TOA Management and ensuring the demand to be catered in stipulated time • Coordination with existing training partners and assessment agency and handling their day to day issues. • Affiliation of Training partners, Assessment Agency, Center of Excellence (COE) and Industry Partners and Universities. • Training and Assessment management pan India basis. • Operation Management adhere to implementation of Policy, Process & Systems in the council • To ensure that all the Training and Assessments are rolled out within the specified time frames and follow ups/ completions are recorded as per plan • Manage & develop the operational client relationships by conducting review meetings. Show less • Responsible for the delivery of the overall operational metrics & service delivery. • Managing the overall gamut of Operations and Business Development. • Responsible for managing the existing team members and ensuring the success path. • Responsible for generating business and coordinating with state mission for overall business delivery of Trainings. • Handling the submission of RFP’s, Proposal and Project aligned with different state mission, board • Handing the complete… Show more • Responsible for the delivery of the overall operational metrics & service delivery. • Managing the overall gamut of Operations and Business Development. • Responsible for managing the existing team members and ensuring the success path. • Responsible for generating business and coordinating with state mission for overall business delivery of Trainings. • Handling the submission of RFP’s, Proposal and Project aligned with different state mission, board • Handing the complete TOT and TOA Management and ensuring the demand to be catered in stipulated time • Coordination with existing training partners and assessment agency and handling their day to day issues. • Affiliation of Training partners, Assessment Agency, Center of Excellence (COE) and Industry Partners and Universities. • Training and Assessment management pan India basis. • Operation Management adhere to implementation of Policy, Process & Systems in the council • To ensure that all the Training and Assessments are rolled out within the specified time frames and follow ups/ completions are recorded as per plan • Manage & develop the operational client relationships by conducting review meetings. Show less



MSAG Skill India

• India
• Education Administration Programs
• 1 - 100 Employee

• Associate Vice President

  • Apr 2018 - Mar 2022

  • Duly performed all responsibilities as a First Point of Contact in the Organization and reported to the Director of the company. • Handled a team of 2 Operations Manager and 10 Assistant Managers with the team size of 67 people in the organization. • Handled all the SSC/NSDC/Client Communication and Rapport Management for the Company and ensured the long term Business Relationship. • Handled the projects scheme like PMKVY-STT, Non PMKVY, DDUGKY and State Project with NSDC… Show more • Duly performed all responsibilities as a First Point of Contact in the Organization and reported to the Director of the company. • Handled a team of 2 Operations Manager and 10 Assistant Managers with the team size of 67 people in the organization. • Handled all the SSC/NSDC/Client Communication and Rapport Management for the Company and ensured the long term Business Relationship. • Handled the projects scheme like PMKVY-STT, Non PMKVY, DDUGKY and State Project with NSDC (National Skill Development Corporation) which comes under Ministry of Skill Development. • Participated in Seminars, conference and meetings conducted by various Sector Skill Councils and NSDC (National Skill Development Corporation). • Recognized for taking company Turnover and expansion with 56 percent growth year on year. • Successfully handled the business engagement with Sector Skill Council i.e. Agriculture Sector Skill Council of India(ASCI), Domestic Workers Sector Skill Council(DWSSC), Apparel Made-Ups Home Furnishing Sector Skill Council(AMHSSC), Beauty & Wellness Sector Skill Council(BWSSC), Electronics Sector Skills Council of India(ESSCI), Telecom Sector Skill Council(TSSC), Furniture & Fittings Skill Council(FFSC), Capital Goods Skill Council(CGSC), Gem and Jewellery Skill Council of India(GJSCI), Management & Entrepreneurship and Professional Skills Council (MEPSC), Retailers Association's Skill Council of India(RASCI), Rubber Skill Development Council(RSDC), Skill Council for Persons with Disability(SCPwD) etc. • Responsible for client acquisition, client management, conferences, branding & reputation management for the organization and ensuring the success path. • Responsible for the Forecasting of the monthly business from each sector skill council and ensured the achievement towards yearly revenue goal. • Helped the organization in terms of expanding the business and Affiliation of MSAGsi from 6 councils to 21 sector skill councils Show less • Duly performed all responsibilities as a First Point of Contact in the Organization and reported to the Director of the company. • Handled a team of 2 Operations Manager and 10 Assistant Managers with the team size of 67 people in the organization. • Handled all the SSC/NSDC/Client Communication and Rapport Management for the Company and ensured the long term Business Relationship. • Handled the projects scheme like PMKVY-STT, Non PMKVY, DDUGKY and State Project with NSDC… Show more • Duly performed all responsibilities as a First Point of Contact in the Organization and reported to the Director of the company. • Handled a team of 2 Operations Manager and 10 Assistant Managers with the team size of 67 people in the organization. • Handled all the SSC/NSDC/Client Communication and Rapport Management for the Company and ensured the long term Business Relationship. • Handled the projects scheme like PMKVY-STT, Non PMKVY, DDUGKY and State Project with NSDC (National Skill Development Corporation) which comes under Ministry of Skill Development. • Participated in Seminars, conference and meetings conducted by various Sector Skill Councils and NSDC (National Skill Development Corporation). • Recognized for taking company Turnover and expansion with 56 percent growth year on year. • Successfully handled the business engagement with Sector Skill Council i.e. Agriculture Sector Skill Council of India(ASCI), Domestic Workers Sector Skill Council(DWSSC), Apparel Made-Ups Home Furnishing Sector Skill Council(AMHSSC), Beauty & Wellness Sector Skill Council(BWSSC), Electronics Sector Skills Council of India(ESSCI), Telecom Sector Skill Council(TSSC), Furniture & Fittings Skill Council(FFSC), Capital Goods Skill Council(CGSC), Gem and Jewellery Skill Council of India(GJSCI), Management & Entrepreneurship and Professional Skills Council (MEPSC), Retailers Association's Skill Council of India(RASCI), Rubber Skill Development Council(RSDC), Skill Council for Persons with Disability(SCPwD) etc. • Responsible for client acquisition, client management, conferences, branding & reputation management for the organization and ensuring the success path. • Responsible for the Forecasting of the monthly business from each sector skill council and ensured the achievement towards yearly revenue goal. • Helped the organization in terms of expanding the business and Affiliation of MSAGsi from 6 councils to 21 sector skill councils Show less



AB SAS Solutions Pvt. Ltd./Nerdy Turtlez

• Noida Area, India

• Assistant Manager Customer Service/Operations

  • May 2016 - Oct 2017

  • Successfully handled a team of 35 Customer service professionals including 2 ATL, 5 SME’s and motivated them to grow in the path of delivering the best of service. • Successfully managed & Improved the Process AHT, customer rating, project feedback , removal of negative feedback through dissatisfied clients to gain excellence in process and brand image on e-commerce. • Developed and executed the customer service including planning & execution of various Campaigns targeted at growth… Show more • Successfully handled a team of 35 Customer service professionals including 2 ATL, 5 SME’s and motivated them to grow in the path of delivering the best of service. • Successfully managed & Improved the Process AHT, customer rating, project feedback , removal of negative feedback through dissatisfied clients to gain excellence in process and brand image on e-commerce. • Developed and executed the customer service including planning & execution of various Campaigns targeted at growth, retention, driving upselling through various stages. • Interactions across teams and lines of business such as Allocation, Rework, Marketing, Technical and Sales to ensure the smooth run of business. • Responsible for the development of a strong Customer Engagement in partnership with key corporate stakeholders to drive key business metrics like reducing customer attrition, upselling of premium services by CSA’s, dispute & chargeback handling, affiliate services etc. • Invented customer sticky notes to track the customer work-progress and past communications. Implemented after the approval of directors and reduced overall 35% dissatisfaction. It enhanced the productivity of CSA’s and reduced the time spent on probing of issues. • Highly recognized & appreciated for the efficiency in dispute & chargeback management. With core focus, saved the disputes of approximate 1.25 lac dollars (AUD). • Appreciated by the Directors for the removal of negative feedback given via Customer on website and Google Rating. Successfully interacted and convinced the dissatisfied customers and to change the feedback from Negative to Positive. Thus, company ratings significantly increased within the turn-around time. • Trained and mentored every Customer Service professional for Voice and Chat/email process, merged into one department and make it blended which reduced the cost of company and maximum utilization of resources. Show less • Successfully handled a team of 35 Customer service professionals including 2 ATL, 5 SME’s and motivated them to grow in the path of delivering the best of service. • Successfully managed & Improved the Process AHT, customer rating, project feedback , removal of negative feedback through dissatisfied clients to gain excellence in process and brand image on e-commerce. • Developed and executed the customer service including planning & execution of various Campaigns targeted at growth… Show more • Successfully handled a team of 35 Customer service professionals including 2 ATL, 5 SME’s and motivated them to grow in the path of delivering the best of service. • Successfully managed & Improved the Process AHT, customer rating, project feedback , removal of negative feedback through dissatisfied clients to gain excellence in process and brand image on e-commerce. • Developed and executed the customer service including planning & execution of various Campaigns targeted at growth, retention, driving upselling through various stages. • Interactions across teams and lines of business such as Allocation, Rework, Marketing, Technical and Sales to ensure the smooth run of business. • Responsible for the development of a strong Customer Engagement in partnership with key corporate stakeholders to drive key business metrics like reducing customer attrition, upselling of premium services by CSA’s, dispute & chargeback handling, affiliate services etc. • Invented customer sticky notes to track the customer work-progress and past communications. Implemented after the approval of directors and reduced overall 35% dissatisfaction. It enhanced the productivity of CSA’s and reduced the time spent on probing of issues. • Highly recognized & appreciated for the efficiency in dispute & chargeback management. With core focus, saved the disputes of approximate 1.25 lac dollars (AUD). • Appreciated by the Directors for the removal of negative feedback given via Customer on website and Google Rating. Successfully interacted and convinced the dissatisfied customers and to change the feedback from Negative to Positive. Thus, company ratings significantly increased within the turn-around time. • Trained and mentored every Customer Service professional for Voice and Chat/email process, merged into one department and make it blended which reduced the cost of company and maximum utilization of resources. Show less



Keen Business Services Pvt. Ltd.

• India
• Outsourcing/Offshoring
• 1 - 100 Employee

• Director- Operations/Customer Service

  • May 2014 - Mar 2016

  Company Profile: Keen Business Services Pvt. Ld. is a part of Keen Centric (UK), Company’s tailored solutions into BPO, voice based Customer Service, Online Technical Support & Back office services. • Designed relevant trainings and delivered engaging sessions with employee to create competence factor, boosted morale, and inspired employees to work adhere to company’s working protocol. • Responsible for training need identification at various levels i.e. Organizational, Departmental… Show more Company Profile: Keen Business Services Pvt. Ld. is a part of Keen Centric (UK), Company’s tailored solutions into BPO, voice based Customer Service, Online Technical Support & Back office services. • Designed relevant trainings and delivered engaging sessions with employee to create competence factor, boosted morale, and inspired employees to work adhere to company’s working protocol. • Responsible for training need identification at various levels i.e. Organizational, Departmental and Individual. • Executed training for sales, SPANCO adhere to process need, customer service, negotiation, rapport building, process’s key responsibility act, rules & regulations and branding • Imparted various behavioral and basic soft skills training to the new joining and fresher. • Developed Content and conducted Training Need Analysis. • Monitored ROI measurement and designed Induction program. • Maintained continuous learning, quality, discipline, interest, knowledge, motivation and positive approach within and outside. • Managed the customer lifecycle with key interventions at different stages of payment, work-progress, demo, rectification, disputes, chargeback and feedback • Responsible for dispute & chargeback management, rapport building, negotiation, SLA base lining & customer process management • Executed strategy to identify Will Issues in employees within the company. • Articulated Strategies to avoid “Grapevine communication” among employees which could impact Company's Reputation and employee's performance. Show less Company Profile: Keen Business Services Pvt. Ld. is a part of Keen Centric (UK), Company’s tailored solutions into BPO, voice based Customer Service, Online Technical Support & Back office services. • Designed relevant trainings and delivered engaging sessions with employee to create competence factor, boosted morale, and inspired employees to work adhere to company’s working protocol. • Responsible for training need identification at various levels i.e. Organizational, Departmental… Show more Company Profile: Keen Business Services Pvt. Ld. is a part of Keen Centric (UK), Company’s tailored solutions into BPO, voice based Customer Service, Online Technical Support & Back office services. • Designed relevant trainings and delivered engaging sessions with employee to create competence factor, boosted morale, and inspired employees to work adhere to company’s working protocol. • Responsible for training need identification at various levels i.e. Organizational, Departmental and Individual. • Executed training for sales, SPANCO adhere to process need, customer service, negotiation, rapport building, process’s key responsibility act, rules & regulations and branding • Imparted various behavioral and basic soft skills training to the new joining and fresher. • Developed Content and conducted Training Need Analysis. • Monitored ROI measurement and designed Induction program. • Maintained continuous learning, quality, discipline, interest, knowledge, motivation and positive approach within and outside. • Managed the customer lifecycle with key interventions at different stages of payment, work-progress, demo, rectification, disputes, chargeback and feedback • Responsible for dispute & chargeback management, rapport building, negotiation, SLA base lining & customer process management • Executed strategy to identify Will Issues in employees within the company. • Articulated Strategies to avoid “Grapevine communication” among employees which could impact Company's Reputation and employee's performance. Show less



Alpine International

• Noida Area, India

• Assistant Manager Operations

  • Dec 2010 - Nov 2013

  • Ensured everyday sales, upselling and operational task of team. • Successfully managed & improved the Process AHT, C-SAT rating, service feedback, convinced & pacified dissatisfied clients in order to gain excellence in process and brand image on internet. • Monitored and conducted daily/weekly/monthly basis performance reviews of teammates and suggested corrective measures to improve their performance. • Communicated effectively and ensure teams are notified on all product updates… Show more • Ensured everyday sales, upselling and operational task of team. • Successfully managed & improved the Process AHT, C-SAT rating, service feedback, convinced & pacified dissatisfied clients in order to gain excellence in process and brand image on internet. • Monitored and conducted daily/weekly/monthly basis performance reviews of teammates and suggested corrective measures to improve their performance. • Communicated effectively and ensure teams are notified on all product updates and of any changes in the process. • Successfully maintained and sent the daily, weekly, monthly and quarterly reports to Process Head on different parameters of Operations which included Chat&Call Volume, Service Ratings, C-SAT score, Premium upselling, Customer volume, Agent Performance and other KPI analysis. • Executed training for Sales, Customer Service, SPANCO adhere to process need, Negotiation skills, Rapport Building, Business Development, Process’s key responsibility act (KRA), regulations and branding. • Maintained continuous learning, quality, discipline, interest, knowledge, motivation and positive approach within and outside. • Conducted Training need Identification at various levels i.e. Organizational, Departmental and Individual. • Acted as a mentor for new Joiners to Impart the Process and Product Trainings adhere to Organization guidelines • Managed feedback forms and process the collaboration and evaluation of training reports. • Executed strategy to identify Will Issues in employees within the company. • Articulated Strategies to avoid “Grapevine communication” among employees which could impact Company's Reputation and employee's performance. Show less • Ensured everyday sales, upselling and operational task of team. • Successfully managed & improved the Process AHT, C-SAT rating, service feedback, convinced & pacified dissatisfied clients in order to gain excellence in process and brand image on internet. • Monitored and conducted daily/weekly/monthly basis performance reviews of teammates and suggested corrective measures to improve their performance. • Communicated effectively and ensure teams are notified on all product updates… Show more • Ensured everyday sales, upselling and operational task of team. • Successfully managed & improved the Process AHT, C-SAT rating, service feedback, convinced & pacified dissatisfied clients in order to gain excellence in process and brand image on internet. • Monitored and conducted daily/weekly/monthly basis performance reviews of teammates and suggested corrective measures to improve their performance. • Communicated effectively and ensure teams are notified on all product updates and of any changes in the process. • Successfully maintained and sent the daily, weekly, monthly and quarterly reports to Process Head on different parameters of Operations which included Chat&Call Volume, Service Ratings, C-SAT score, Premium upselling, Customer volume, Agent Performance and other KPI analysis. • Executed training for Sales, Customer Service, SPANCO adhere to process need, Negotiation skills, Rapport Building, Business Development, Process’s key responsibility act (KRA), regulations and branding. • Maintained continuous learning, quality, discipline, interest, knowledge, motivation and positive approach within and outside. • Conducted Training need Identification at various levels i.e. Organizational, Departmental and Individual. • Acted as a mentor for new Joiners to Impart the Process and Product Trainings adhere to Organization guidelines • Managed feedback forms and process the collaboration and evaluation of training reports. • Executed strategy to identify Will Issues in employees within the company. • Articulated Strategies to avoid “Grapevine communication” among employees which could impact Company's Reputation and employee's performance. Show less



IBM

• United States
• IT Services and IT Consulting
• 700 & Above Employee

• Sr. Executive Customer Service

  • Nov 2009 - Nov 2010

  • Gave tech support to U.K customers for their IT issues related to broadband, set-top boxes and telephone. • Monitored and delivered the customer satisfaction/client satisfaction. • Followed strategies and training to improve call quality as per client’s norms and communication standard, implemented for better services. • Customer relationship and acquisition • Delivered customer satisfaction, provided excellent customer service and fix product’s technical issues adhere to TAT… Show more • Gave tech support to U.K customers for their IT issues related to broadband, set-top boxes and telephone. • Monitored and delivered the customer satisfaction/client satisfaction. • Followed strategies and training to improve call quality as per client’s norms and communication standard, implemented for better services. • Customer relationship and acquisition • Delivered customer satisfaction, provided excellent customer service and fix product’s technical issues adhere to TAT (turn-around time). Show less • Gave tech support to U.K customers for their IT issues related to broadband, set-top boxes and telephone. • Monitored and delivered the customer satisfaction/client satisfaction. • Followed strategies and training to improve call quality as per client’s norms and communication standard, implemented for better services. • Customer relationship and acquisition • Delivered customer satisfaction, provided excellent customer service and fix product’s technical issues adhere to TAT… Show more • Gave tech support to U.K customers for their IT issues related to broadband, set-top boxes and telephone. • Monitored and delivered the customer satisfaction/client satisfaction. • Followed strategies and training to improve call quality as per client’s norms and communication standard, implemented for better services. • Customer relationship and acquisition • Delivered customer satisfaction, provided excellent customer service and fix product’s technical issues adhere to TAT (turn-around time). Show less