Experience

DATRI Blood Stem Cell Donors Registry

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

• Head - Counselling and Transplant Centre Management

  • Sep 2018 - Present



I Say Organic

• India
• Food and Beverage Services
• 1 - 100 Employee

• Consultant - Sales and Customer Experience

  • Nov 2016 - Dec 2018

  I Say Organic a social enterprise which believes in giving people the option of eating safe food (grown without toxic chemicals and pesticides), while recognizing and supporting farmers who grow this food. Partnering with producer companies and farmers who want to grow organic with customers who want to buy organic. In December 2011, I Say Organic partnered with its first farmer group, and since March 2012 has been delivering fresh organic produce all across Delhi and NCR. The larger goal at I… Show more I Say Organic a social enterprise which believes in giving people the option of eating safe food (grown without toxic chemicals and pesticides), while recognizing and supporting farmers who grow this food. Partnering with producer companies and farmers who want to grow organic with customers who want to buy organic. In December 2011, I Say Organic partnered with its first farmer group, and since March 2012 has been delivering fresh organic produce all across Delhi and NCR. The larger goal at I Say Organic is to make food production more sustainable so that everyone in the country is safe and healthy from pesticides and other poisons. In urban centres, I Say Organic is focussed on creating a convenient and affordable service for delivering fresh, safe and healthy food straight from the farm to your plate. In rural development, ISO is focussing on creating a win-win situation with the farmers so that farming again gains the respect it once commanded and becomes a profitable livelihood option. Show less I Say Organic a social enterprise which believes in giving people the option of eating safe food (grown without toxic chemicals and pesticides), while recognizing and supporting farmers who grow this food. Partnering with producer companies and farmers who want to grow organic with customers who want to buy organic. In December 2011, I Say Organic partnered with its first farmer group, and since March 2012 has been delivering fresh organic produce all across Delhi and NCR. The larger goal at I… Show more I Say Organic a social enterprise which believes in giving people the option of eating safe food (grown without toxic chemicals and pesticides), while recognizing and supporting farmers who grow this food. Partnering with producer companies and farmers who want to grow organic with customers who want to buy organic. In December 2011, I Say Organic partnered with its first farmer group, and since March 2012 has been delivering fresh organic produce all across Delhi and NCR. The larger goal at I Say Organic is to make food production more sustainable so that everyone in the country is safe and healthy from pesticides and other poisons. In urban centres, I Say Organic is focussed on creating a convenient and affordable service for delivering fresh, safe and healthy food straight from the farm to your plate. In rural development, ISO is focussing on creating a win-win situation with the farmers so that farming again gains the respect it once commanded and becomes a profitable livelihood option. Show less



Populations Services International

• Helpline Specialist

  • May 2015 - Mar 2016

  PSI is one of the consortium partners in ‘The HIV/AIDS Partnership: Impact through Prevention, Private Sector, and Evidence-Based Programming (PIPPSE)’, A 5 year project in India funded by USAID. Its objectives include supporting increased access to HIV / AIDS services in the prevention-to-care continuum; achieved through improved capacity of national and state level institutions, to implement public-private partnerships, and improved access to quality HIV/AIDS prevention and care services for… Show more PSI is one of the consortium partners in ‘The HIV/AIDS Partnership: Impact through Prevention, Private Sector, and Evidence-Based Programming (PIPPSE)’, A 5 year project in India funded by USAID. Its objectives include supporting increased access to HIV / AIDS services in the prevention-to-care continuum; achieved through improved capacity of national and state level institutions, to implement public-private partnerships, and improved access to quality HIV/AIDS prevention and care services for most-at-risk-populations and people living with HIV; working with the National AIDS Control Organization’s (NACO), Ministry of Health, Government of India. One of the components of the PIPPSE project was to set-up and operationalise the National AIDS Helpline. The helpline, launched on 1st December 2015 is accessible by dialling a short code, 1097, accessible by all Indian landline or mobile phones, toll-free, providing counselling referral and information on HIV / AIDS, 24 x 7 in 8 languages Operations – oversee / mentor the Helpline call centre Reports / MIS – periodic reports received on time with correct data Analysis – analyse the data and share recommendations on the same Manpower – be updated on hiring, attrition, ramp up and ramp down requirements. Meet demand and prepare for contingencies. Efficiency – effective utilization of manpower and resources for maximum productivity and minimal financial inefficiencies. Training & Capacity Building – coordinate activities within helpline for periodic coaching & retraining. Coordinate with NACO, SACs and PIPPSE. Knowledge management – ensure effective service on calls. Coordinate with NACO and SACs on related activities. Reviews – with NACO, Helpline partner etc Budgets and payments – prepare budgets and review expenditure. Control overspends. Timely presentation of bills and payments. Transition – create a plan and coordinate activities to transition the helpline Show less PSI is one of the consortium partners in ‘The HIV/AIDS Partnership: Impact through Prevention, Private Sector, and Evidence-Based Programming (PIPPSE)’, A 5 year project in India funded by USAID. Its objectives include supporting increased access to HIV / AIDS services in the prevention-to-care continuum; achieved through improved capacity of national and state level institutions, to implement public-private partnerships, and improved access to quality HIV/AIDS prevention and care services for… Show more PSI is one of the consortium partners in ‘The HIV/AIDS Partnership: Impact through Prevention, Private Sector, and Evidence-Based Programming (PIPPSE)’, A 5 year project in India funded by USAID. Its objectives include supporting increased access to HIV / AIDS services in the prevention-to-care continuum; achieved through improved capacity of national and state level institutions, to implement public-private partnerships, and improved access to quality HIV/AIDS prevention and care services for most-at-risk-populations and people living with HIV; working with the National AIDS Control Organization’s (NACO), Ministry of Health, Government of India. One of the components of the PIPPSE project was to set-up and operationalise the National AIDS Helpline. The helpline, launched on 1st December 2015 is accessible by dialling a short code, 1097, accessible by all Indian landline or mobile phones, toll-free, providing counselling referral and information on HIV / AIDS, 24 x 7 in 8 languages Operations – oversee / mentor the Helpline call centre Reports / MIS – periodic reports received on time with correct data Analysis – analyse the data and share recommendations on the same Manpower – be updated on hiring, attrition, ramp up and ramp down requirements. Meet demand and prepare for contingencies. Efficiency – effective utilization of manpower and resources for maximum productivity and minimal financial inefficiencies. Training & Capacity Building – coordinate activities within helpline for periodic coaching & retraining. Coordinate with NACO, SACs and PIPPSE. Knowledge management – ensure effective service on calls. Coordinate with NACO and SACs on related activities. Reviews – with NACO, Helpline partner etc Budgets and payments – prepare budgets and review expenditure. Control overspends. Timely presentation of bills and payments. Transition – create a plan and coordinate activities to transition the helpline Show less



Vodafone

• United Kingdom
• Telecommunications
• 700 & Above Employee

• Manager - Training

  • Apr 2012 - Aug 2014

  Responsible for training and knowledge updation of approx 1500 retail executives, 1100 Inbound and 500 outbound associates for the Circle. Manage a team of 11 trainers. Additionally responsible for Budgeting of the Customer Service Vertical. Major achievements include – online briefing tool for frontline, creation of VToons – learning thru cartoons for rural learners. Creation of fun book for rural learners to understand data and surfing. Launched Tehzeeb – a visual campaign in IBCC to… Show more Responsible for training and knowledge updation of approx 1500 retail executives, 1100 Inbound and 500 outbound associates for the Circle. Manage a team of 11 trainers. Additionally responsible for Budgeting of the Customer Service Vertical. Major achievements include – online briefing tool for frontline, creation of VToons – learning thru cartoons for rural learners. Creation of fun book for rural learners to understand data and surfing. Launched Tehzeeb – a visual campaign in IBCC to improve empathy and soft skills. Initiated and conducted Rewards & recognition Nite for CS on a Quarterly basis. Developed and shared monthly scorecards of more than 130 ontoll employees. Am an active member of the employee engagement team “Offbeat”. Core team member of mpesa launch at UPE . helped develop outcalling tool for all service related calls made to a customer with 100% recording and no additional cost.

• Service Partner Manager (SPM)

  • Apr 2007 - Mar 2012

  Responsible for managing Inbound and outbound processes. Managed more than 1200 executives at Partner Location. Major achievements include – migration of inbound call centre to national partner @ Noida. Set up of 2nd facility @ Lucknow. Migration of data call centre from National partner to Inbound partner – cost saving of approx 50 lacs per month. Developed and maintained partnership with all partners for a symbiotic relationship. Launched Samadhaan and Kuber at Trade desk to increase TSAT and… Show more Responsible for managing Inbound and outbound processes. Managed more than 1200 executives at Partner Location. Major achievements include – migration of inbound call centre to national partner @ Noida. Set up of 2nd facility @ Lucknow. Migration of data call centre from National partner to Inbound partner – cost saving of approx 50 lacs per month. Developed and maintained partnership with all partners for a symbiotic relationship. Launched Samadhaan and Kuber at Trade desk to increase TSAT and reduce retailer complaints – in collaboration with finance and marketing.

• AM - Call Centre

  • Sep 2004 - Mar 2007

  Responsible for managing local partner. Handled Retention desk and conducted customer meets across UPE.



Intouch Solutions

• United States
• Advertising Services
• 300 - 400 Employee

• Manager - Operations & Training

  • Aug 1999 - Aug 2004

  Responsible for client relationship. Managed Hutch Delhi for prepaid, postpaid and non customer segments with approx 500 associates. Key responsibilities included Operations management, T raining, reports and P&L management.Also managed indiatimes email response a with team of 10 associates. Other projects handled response campaign for Consilnet Inc. Manpower planning and training for TATA ISP and learning helpline – online chat for indiatimes.com. Responsible for client relationship. Managed Hutch Delhi for prepaid, postpaid and non customer segments with approx 500 associates. Key responsibilities included Operations management, T raining, reports and P&L management.Also managed indiatimes email response a with team of 10 associates. Other projects handled response campaign for Consilnet Inc. Manpower planning and training for TATA ISP and learning helpline – online chat for indiatimes.com.



Elite Systems & Solutions Ltd, New Delhi

• Delhi

• Customer Care & Visual Ergonomic Consultant

  • Nov 1999 - Jul 2000

  Managed customer base of more than 50 clients Developed leads and managed field visits of consultants. Managed P&L and ensure invoices paid on time by client. Managed customer base of more than 50 clients Developed leads and managed field visits of consultants. Managed P&L and ensure invoices paid on time by client.



DSS Mobile Communications Pvt Ltd (Mobilink)

• Lucknow

• Customer Care and Paging Representative

  • Nov 1995 - Jun 1997

   Answered calls and paged customers as per caller’s requirement  Maintained and published daily and monthly reports for team  Handled any walkin customers at Office  Answered calls and paged customers as per caller’s requirement  Maintained and published daily and monthly reports for team  Handled any walkin customers at Office



Goldrush Pvt Ltd

• Lucknow

• Customer Services Representative

  • Aug 1994 - Oct 1995

   Managed customer post sale of Bajaj vehicle  Ensure all documentation was completed and vehicle registered before exiting the showroom  Maintained MIS and reports for owners  Managed customer post sale of Bajaj vehicle  Ensure all documentation was completed and vehicle registered before exiting the showroom  Maintained MIS and reports for owners