Experience

Paytm for Business

• India
• Financial Services
• 200 - 300 Employee

• Deputy General Manager

  • Mar 2022 - Present

  Noida, Uttar Pradesh, India



Prime Business Service

• Founder & Director

  • Aug 2019 - Dec 2021

  Delhi, India Prime Business Services, a venture started in 2019 focused on Corporate Gifting and Marketing Services. Our mission was to serve as a trusted partner for customized Corporate Gifting Solutions providing a wide variety of products ranging from office accessories, apparels, electronics, appliances etc. One of our focus areas was to support the organizations with data which plays an essential role to support marketing campaigns. Our specialized backend team curated relevant data for… Show more Prime Business Services, a venture started in 2019 focused on Corporate Gifting and Marketing Services. Our mission was to serve as a trusted partner for customized Corporate Gifting Solutions providing a wide variety of products ranging from office accessories, apparels, electronics, appliances etc. One of our focus areas was to support the organizations with data which plays an essential role to support marketing campaigns. Our specialized backend team curated relevant data for Publishing houses which was very well received and delivered accuracy when used for the campaigns. Our Marketing Services division also supported organizations with Marketing Collaterals, email campaigns and social media management. Show less



InCred Financial Services

• India
• Financial Services
• 700 & Above Employee

• Sr. Manager (AVP) - Customer Delivery

  • Jul 2017 - May 2019

  New Delhi Area, India



Industrybuying.com

• India
• Internet Marketplace Platforms
• 300 - 400 Employee

• Head Call Center Operations & Customer Experience at industrybuying.com

  • Oct 2016 - Jul 2017

  mg road Responsible for planning, strategizing and delivering on Call Centre Operations, Customer Experience, Process Improvement, Customer Lifecycle Management & Online Reputation Management Key Responsibility Areas: 1. Call Center Operations: Complete Call Center Management to drive new process implementations/updates, organize regular trainings, business reviews, and suggest necessary technology automations. 2. Customer Self Serve: Designing & Implementation of Customer Self… Show more Responsible for planning, strategizing and delivering on Call Centre Operations, Customer Experience, Process Improvement, Customer Lifecycle Management & Online Reputation Management Key Responsibility Areas: 1. Call Center Operations: Complete Call Center Management to drive new process implementations/updates, organize regular trainings, business reviews, and suggest necessary technology automations. 2. Customer Self Serve: Designing & Implementation of Customer Self Care system to improve Customer Experience & reduce overall Call Centre volumes. 3. Customer Complaints: End to End Management of all Buyer QRC (Query/Request/Complaints/Escalations) raised through Call Centres/Social Media Channels with an overall aim to reduce the total number of complaints. 4. Buyer Communication: Custodian of all Buyer Communication happening through different mediums i.e. Email/SMS/Call Centres/Social Media Channels. 5. Online Reputation Management: Responsible for 360 degree managing of all categories with a focus on negative noise reduction & Increasing customer engagement on all social media platforms & brand Apps. 6. Process Improvement: New Process Improvement Initiatives to achieve maximum efficiency in various operations. Show less



AskmeBazaar

• India
• Technology, Information and Internet
• 1 - 100 Employee

• AGM - Customer Experience | ORM at AskmeBazaar.com

  • Dec 2013 - Sep 2016

  Gurgaon, India Responsible for planning, strategizing and delivering on Customer Experience, Process Improvement, Customer Lifecycle Management & Online Reputation Management across the group including Marketplace, Grocery & Furniture Key Responsibility Areas: 1. Buyer QRC: End to End Management of all Buyer QRC (Query/Request/Complaints) raised through Call Centres/Social Media Channels with an overall aim to reduce the total number of complaints. 2. Buyer Communication: Custodian of all… Show more Responsible for planning, strategizing and delivering on Customer Experience, Process Improvement, Customer Lifecycle Management & Online Reputation Management across the group including Marketplace, Grocery & Furniture Key Responsibility Areas: 1. Buyer QRC: End to End Management of all Buyer QRC (Query/Request/Complaints) raised through Call Centres/Social Media Channels with an overall aim to reduce the total number of complaints. 2. Buyer Communication: Custodian of all Buyer Communication happening through different mediums i.e. Email/SMS/Call Centres/Social Media Channels. 3. Online Reputation Management: Responsible for 360 degree managing of all categories with a focus on negative noise reduction & Increasing customer engagement on all social media platforms & brand Apps. 4. Buyer Refunds: Ensuring smooth & timely processing of all Buyer refunds. 5. Process Improvement: New Process Improvement Initiatives to achieve maximum efficiency in various operations. 6. Call Center Operations: Complete Call Center Management to drive new process implementations/updates, organize regular trainings, business reviews, suggest necessary technology automations and managing day-to-day vendor relationships. Show less



HERO BPO

• Manager - Operations

  • Oct 2012 - Nov 2013

  Gurgaon, India Currently handling three major processes simultaneously. · Largest floral network in India, managing In-bound & Outbound Voice and E–Mail campaign. · Maintaining Pan India PSF (Post Service Feedback) for largest luxury car maker in the world. · Handling inside sales for India’s leading Property portal.



Serco

• IT Services and IT Consulting
• 700 & Above Employee

• Manager Operations

  • Apr 2004 - Oct 2012

  Okhla Adroitly handled a US based (largest tool and equipment retailer in US) In-bound Voice and E–Mail campaign with 2 Team Managers, 8 Team Leaders and 8 Team Coaches as direct reportee.



iGate GPO Ltd.

• Sr. Customer Service Representative

  • Oct 2002 - Mar 2004

  Selling gas and electricity to Sainsbury’s customers across UK. Generating leads for Kwik Fit Car Insurance through their customers across UK.



Minerva Telelink Ltd

• Internal Operations

  • Jan 2002 - Sep 2002

  Brief Overview of Job Responsibilities: Internal Operations: Worked as a customer care executive for two months and was then shifted to UK Mobile pilot process as a third party verifier for the sales made by the agents for a period of one month. Designated to the post of Quality Analyst for six months for the Vodafone campaign. Key Responsibilities as Quality Analyst: To define the parameters of quality for the Vodafone campaign with the help of my immediate supervisor and our… Show more Brief Overview of Job Responsibilities: Internal Operations: Worked as a customer care executive for two months and was then shifted to UK Mobile pilot process as a third party verifier for the sales made by the agents for a period of one month. Designated to the post of Quality Analyst for six months for the Vodafone campaign. Key Responsibilities as Quality Analyst: To define the parameters of quality for the Vodafone campaign with the help of my immediate supervisor and our Program Manager and then imparting these parameters to the agents. To hear the sales made by the agents and checking them for any compliance issues and then clearing them to send to the client. To give feedback to the agents after monitoring their calls. Show less