Experience

RuralShores Business Services Pvt Ltd

• Outsourcing/Offshoring
• 300 - 400 Employee

• Manager- Service Delivery

  • Apr 2023 - Present

• Deputy Manager - Service Delivery

  • Nov 2020 - Mar 2023



Karvy Digikonnect

• India
• Outsourcing/Offshoring
• 300 - 400 Employee

• Assistant Manager Training & Quality

  • Nov 2019 - Oct 2020



RuralShores Business Services Pvt Ltd

• Outsourcing/Offshoring
• 300 - 400 Employee

• Asst. Manager - Service Quality

  • Nov 2018 - Oct 2019

• Sr Lead. Service Quality

  • Jan 2017 - Oct 2018



Firstsource

• India
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• Sr. Executive Service Quality

  • Oct 2015 - Jan 2017

  Handling team with 4 Quality Analysts (DR) with 260 associates population aligned to them and 2 MIS for East location and looking after corporate Quality MIS as wellDelivering monthly audit target, KPIs (e.g. CSAT, Internal Quality, External Quality, Repeat, Getting Help)Handling clients directly as a circle lead and presenting monthly/quarterly quality reviews to clients (VODAFONE)Governing operation and training department from quality stand point to ensure delivering enhanced customer experienceManaging company’s internal challenges as a Head of Quality Department Show less

• Process Leader

  • Jul 2015 - Sep 2015

  • Managing a team of 25 associates as Sr. team leader• Taking care of Shrinkage ( planned and unplanned) within the target• Achieving CSAT and other KPIS aligned to team leader• Real time break management and delivery of Service Level was one of the key responsibility• Participating in the review with AM OPS• Engagement activity apart from HR team on floor was one of the key responsibility • Worked as a SPOC of WFM from Operation prospective• Helping WFM team to do the scheduling based on the forecast volume from client• Sharing RNP amount along with the billing from operation standpoint Show less

• Team Executive

  • Jul 2011 - Jun 2015

  • Managing a team of 25 associates as Sr. team leader• Taking care of Shrinkage ( planned and unplanned) within the target• Achieving CSAT and other KPIS aligned to team leader• Real time break management and delivery of Service Level was one of the key responsibility• Participating in the review with AM OPS• Engagement activity apart from HR team on floor was one of the key responsibility • Worked as a SPOC of WFM from Operation prospective• Helping WFM team to do the scheduling based on the forecast volume from client• Sharing RNP amount along with the billing from operation standpoint Show less

• Customer Service Associate

  • Jun 2009 - Jun 2011