Experience

DangleAds Technologies

• Singapore
• Advertising Services
• 1 - 100 Employee

• Lead Client Servivinng International

  • Jul 2023 - Present

  Gurugram, Haryana, India



Silverpush

• Singapore
• Advertising Services
• 100 - 200 Employee

• Senior Client Services Manager

  • Jul 2021 - Jun 2023

  India

• Client Servicing Manager

  • Sep 2019 - Jul 2021

  Gurgaon, India



vCommission Media Private Limited

• India
• Advertising Services
• 100 - 200 Employee

• Associate Manager - Client Servicing / Business Development - CPS International

  • Mar 2017 - Sep 2019

  Gurgaon, Haryana, India vCommission is India’s Leading Affiliate Network delivering performance on web & mobile to top Indian brands through a growing network. Responsibilities: Managing and Handling - CPS Vertical through Commission Junction "CJ" -Search and Onboard campaigns through "CJ" -Very well versed with CJ and other international panels -Experience in Handling 35 to 50 campaigns through CJ -Expertise in Handling campaigns related to Travel, Hosting Forex and Binary -Managing Top… Show more vCommission is India’s Leading Affiliate Network delivering performance on web & mobile to top Indian brands through a growing network. Responsibilities: Managing and Handling - CPS Vertical through Commission Junction "CJ" -Search and Onboard campaigns through "CJ" -Very well versed with CJ and other international panels -Experience in Handling 35 to 50 campaigns through CJ -Expertise in Handling campaigns related to Travel, Hosting Forex and Binary -Managing Top Campaigns (Brands International) generating revenue in Cr.s -Manage Network Interface for optimum tracking and performance -Study Market Trends and Recruit New Advertiser's -Responsible for managing Client Servicing / Business Development (International). -Keep up with industry trends and best practices -Working on scale-up strategies for campaigns -Up-Sell and Cross-Sell -Monthly reviews with clients on campaign's performance -Managing Agency & Client relationships to consult, plan and run campaigns of brands on the company's digital ad network - Responsible for client liaison and management of campaigns - Taking mobile/web campaigns live on our world-class performance marketing platform - Performing necessary checks before taking the campaigns live on a platform Show less



BATRA GRAPHIC MACHINERY - India

• Operations Manager / Sales and Marketing Head / Digital Marketing / Business Development

  • Apr 2012 - Feb 2017

  New Delhi Area, India • Responsible for SLA Management - Own and deliver the SLAs signed with the clients • Responsible for managing multiple sites- Lead a team of Analyst team and managed new client implementations, re-implementations and provided post production support. • Leading and handling multiple internal projects ranging from new service projects, center of excellence projects and several other internal enhancement projects related with cold calling, email blasting etc (effective ways of… Show more • Responsible for SLA Management - Own and deliver the SLAs signed with the clients • Responsible for managing multiple sites- Lead a team of Analyst team and managed new client implementations, re-implementations and provided post production support. • Leading and handling multiple internal projects ranging from new service projects, center of excellence projects and several other internal enhancement projects related with cold calling, email blasting etc (effective ways of communication). • Generation of leads for our business. • Face of the company in its future development of business – primarily towards selling High value products. • Conversion of high value leads into successful sales by implementing great product knowledge and convincing the clients and successfully converting them in a Sale. • Maximize team capacity through effective resource planning and ensure team structure is robust by having effective training and succession planning for lead generation. • Preparation and implementation of Business Continuity Plans (offers made to clients containing detail information about products). • Monitoring the overall functioning of the process,identifying improvement/Gaps and implementing adequate measures to maximize client satisfaction level. • Cost Allocation and Management- Budgeting&Allocating unit’s cost in terms of FTEs and capacity planning and Scale & efficiency. • Client Communication -Regular Communications with the onshore Partners and leadership team,aligning to Partners Business Objectives. • Responsible for website updation and coordinating with the internal NOC team (website developing and updation. • Participating in various exhibitions of our industry and being the 1st point of contact for new clients and being the face of the brand in terms of sales and marketing. • Travelling within India & abroad to meet prospect clients and offer our services. • Contacting companies all over the world for purchases and offer the same to our clients. Show less



American Express

• United States
• Financial Services
• 700 & Above Employee

• Senior Associate

  • 2006 - 2012

  Gurgaon, India • Handled customer end operations • Spearheading end to end dispute processing between Clients and the merchants. • Monitored overall process which starts from initial stage of customer dispute to final arbitration stage • Responsible for making process maps via flowcharts for the six sigma project using the software VISIO. • Provided classroom training to the team members w.r.t to the call quality and regular updates to the team member regarding new services introduced for… Show more • Handled customer end operations • Spearheading end to end dispute processing between Clients and the merchants. • Monitored overall process which starts from initial stage of customer dispute to final arbitration stage • Responsible for making process maps via flowcharts for the six sigma project using the software VISIO. • Provided classroom training to the team members w.r.t to the call quality and regular updates to the team member regarding new services introduced for customers. • Handled the most complex customer complaints or enquiries. • Identified and understand the root cause of Client’s issues and work effectively towards a resolution. • Communicate with the client’s in clear and responsive way without ambiguity. • Ensured all relevant communications, records and data are updated and recorded. • Maintained up-to-date knowledge of industry developments and involvement in networks. • Maintained professional and technical knowledge by tracking emerging trends in the field and attending educational straining. (Examples: Conflict Management, Giving and receiving Feedbacks) • Liaising with Team Leaders and operatives to gather information and resolve issues; • Meeting performance targets for speed, efficiency and quality. • Received and awarded many times for my performance and numerous client appreciations for issue resolution. key High Lights • Achieved results in terms of satisfaction surveys. • Successfully achieved satisfaction score of 75% which was the highest in its category and received Champion’s Award for the same as a part of customer end process • Contributed in mentoring employees to increase the UPH (Unit Per hour) in the organization • Received Certificate for Customer Service in 2012 Show less



JindalX

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

• Senior Executive / Team Captain

  • Jan 2005 - Dec 2005

  New Delhi Area, India • Dialed and handled voice and non-voice processes for Australia/UK/USA for T-mobile and many others. • Handling 2nd level escalations and closing the same within assigned SLA with the support from other departments • Acting a bridge between the clients and customers for payments and verifying the same with banks etc. • Acting as an ATL for an inbound collection process. • Responsible for providing training to the new joiners and executives… Show more • Dialed and handled voice and non-voice processes for Australia/UK/USA for T-mobile and many others. • Handling 2nd level escalations and closing the same within assigned SLA with the support from other departments • Acting a bridge between the clients and customers for payments and verifying the same with banks etc. • Acting as an ATL for an inbound collection process. • Responsible for providing training to the new joiners and executives related with the new processes and operations. Show less



Wipro

• India
• IT Services and IT Consulting
• 700 & Above Employee

• Executive Tech Support

  • 2004 - 2005

  New Delhi Area, India • Providing 1st level technical support to the clients using AOL and handling complex situations and closing the same within stipulated SLA. • Handling complex situations and dealing with high value clients and assuring issue resolution in the stipulated SLA with coordination and support of various departments • Taking Inbound escalations in the absence of team manager • Maintaining daily MIS , in terms of issue resolutions vs. the disputes raised and giving regular feedbacks to team… Show more • Providing 1st level technical support to the clients using AOL and handling complex situations and closing the same within stipulated SLA. • Handling complex situations and dealing with high value clients and assuring issue resolution in the stipulated SLA with coordination and support of various departments • Taking Inbound escalations in the absence of team manager • Maintaining daily MIS , in terms of issue resolutions vs. the disputes raised and giving regular feedbacks to team peers in terms of call quality and call control Show less



airtel

• India
• Telecommunications
• 700 & Above Employee

• Airtel - Orion Dailog

  • May 2002 - May 2004

  Okhla • Handled customer end operations (voice & non-voice processes) • Spearheading end to end dispute processing between Clients. • Maintaining the AHT as per the set guidelines and was awarded many times for call quality etc. • Acting as ATL in the absence of team leader and help maintain the achieving targets of the team. • Proactively help and support team peers in achieving their targets by providing them feedbacks in terms of call control and issue… Show more • Handled customer end operations (voice & non-voice processes) • Spearheading end to end dispute processing between Clients. • Maintaining the AHT as per the set guidelines and was awarded many times for call quality etc. • Acting as ATL in the absence of team leader and help maintain the achieving targets of the team. • Proactively help and support team peers in achieving their targets by providing them feedbacks in terms of call control and issue resolution • Provided Training to the new joiners in terms of software and Operations • Handling MIS w.r.t. managing calls and quality check of the agents. • Handled customer query and responsible for handling level 1 escalations and closing the same within assigned SLA with the support from other departments Show less



HSBC

• United Kingdom
• Financial Services
• 700 & Above Employee

• Hsbc - Clearing Deaprtment

  • Mar 2000 - Aug 2000

  Connaught place Executive at the HSBC Branch ECE house connaught place Posting and Clearing of Checks - Balance reconciliation Maintaining daily MIS - which involved HIgh value Accounts and their transactions