Experience

MobiKwik

• India
• Financial Services
• 500 - 600 Employee

• Associate Director - Consumer Operations

  • Jun 2022 - Present



PayU

• Netherlands
• Financial Services
• 700 & Above Employee

• Associate Director - Merchant Experience

  • May 2019 - Jun 2022



IndiaMART InterMESH Limited

• India
• Technology, Information and Internet
• 700 & Above Employee

• Center Head - Client Aquisition

  • Oct 2017 - May 2019



Overcart

• Technology, Information and Internet
• 1 - 100 Employee

• Senior Manager Customer Service

  • Sep 2015 - Oct 2017



Times Internet

• India
• Technology, Information and Internet
• 700 & Above Employee

• Manager Customer Service

  • Jan 2012 - Sep 2015



Spice

• United States
• 1 - 100 Employee

• Assistant Manager Operations

  • Jun 2008 - Jan 2012

  • Ensuring smooth service delivery 24*7• Ensuring high level of customer satisfaction.• Service level management 24*7• Achieving process KPIs & targets.• Client relationship management• Regular client interaction to determine satisfaction levels.• Floor knowledge management• Training need analysis• Ensure process improvement opportunities identified by internal audit team are bridged.• Supervisor knowledge management through training & calibrations.• Coach motivates and support staffs to ensure all goals are achieved.• Plan, forecast, analyze and execute tactics to support the objectives.• Plan and develop procedures to improve operational efficiency and quality.• Communicate and work with other departments as needed to accomplish all objectives.• Establish employee goals and conduct performance reviews.• Determine employee satisfaction levels.• Reward & recognition for employee motivation.• Analyze MIS reports to capture trends and process improvements.



TeleTech

• Egypt
• Telecommunications
• 700 & Above Employee

• Team Quality

  • 2006 - May 2008

  I was responsible for the day to day activities of Transaction Quality, analysis to achieve improvement and client interaction of a process having manpower of more than 400 CSAs. I was responsible for the day to day activities of Transaction Quality, analysis to achieve improvement and client interaction of a process having manpower of more than 400 CSAs.