Experience

• 

  Bank of america

  Jun 2013 - Oct 2014

  Team member

  - Worked in Email contact center and were responsible for servicing consumer banking customers.- Provided assistance to the client on their accounts and explained about the charges incurred on their account via an email channel.- Responsible for processing any refunds if the account is eligible for the same.

• 

  Vaco binary semantics llp

  Oct 2014 - now

  Process Management- Monitoring overall functioning of Processes, identifying Improvement areas- Initiating Process improvement through feasible System changes, Process migration, Process realignment & Efficiency Management- Mapping client's’ requirements and coordinating in Developing, Implementing and Transitioning processes in line with the guidelines specified by the client- Quarterly/Monthly Business reviews with the Process Owners while maintaining the agreed SLA & thereby focusing widely on maximizing Productivity Output, Customer Experience while optimizing costsManaging Operations.- Monitor, Analyze, Report and Develop Effective Processes- Ensure & drive consistent delivery on Service Levels across Processes- Discipline and Rigor around Error tracking & analysis, Feedback and Knowledge ManagementTeam Management- Review performance of the team members and responsible for conducting training or development opportunities for them- Devising a training plan for the new recruits to impart Product & Process Knowledge- Organizing team events, activities to boost employee morale and engagementStaffing Contributions- Collaboration with the HR Manager in mass recruiting activities such; Hiring for Analyst/ SME positions and Peer Interviews- Design and coordinate training programs for employees in order to enhance work efficiencyOperations Consulting- Showcased team improvements and enhancements using Data Improvement Cycle tool – DMAIC (Define, Measure, Analyze, Improve, and Control).- Build strong framework to deliver efficiency and effectiveness towards Partner Support Oriented Projects- Transitions & Stabilizing processes, BCP, A/b testing, Operations readiness and Cross functional leadership Show less Managing Operations- Monitor, Analyze, Report and Develop Effective Processes- Ensure & drive consistent delivery on Service Levels across ProcessesTeam Management- Review performance of the team members and responsible for conducting training or development opportunities for them- Devising a training plan for the new recruits to impart Product & Process Knowledge- Organizing team events, activities to boost employee morale and engagementStaffing Contributions- Collaboration with the HR team in mass recruiting activities such; Hiring for Analyst/ SME positions, Peer Interviews- Design and coordinate training programs for employees in order to enhance work efficiency Show less - Collaborating with client to enable smooth transfer of operations offshore- Process improvement & team development initiatives for driving operational efficiency - Driving achievement of SLAs and additional focus on realizing the client's vision- Providing periodic insights regarding performance metrics- Assisting partners (online retailers) by implementing promotions feed modifications, getting their promotions live on Google Shopping. In additional to this, retailers also reach out to us pertaining to any questions on Promotions. Show less - Responsible for working on escalations raised by the client.- Ensuring the team is performing well on parameters like Quality, Productivity and response rate is also meeting the target.- Responsible for creating training plans for New joiners and making sure everything meets the deadlines shared with the Team Leader.- Responsible for providing assistance to the agents available on process and making sure there are no knowledge gaps among the team.- Responsible for making sure that all the metrics are met per Statement of Work (SOWs) Show less

  • Senior Operations Manager

    Apr 2024 - now

  • Operations Manager

    Apr 2023 - Mar 2024

  • Assistant Operations Manager

    Apr 2022 - Mar 2023

  • Senior Team Lead

    Apr 2021 - Mar 2022

  • Team Leader

    Apr 2019 - Mar 2021

  • Associate Team Lead

    Apr 2018 - Mar 2019

  • Subject Matter Expert

    Apr 2017 - Mar 2018

  • Senior Analyst

    Oct 2014 - Mar 2017