Experience

• 

  Mahaveer finances

  Jan 1999 - Jan 2003

  Sales representative

  Field marketing for SBI credit cardsCollect and verify proper documents for application of a credit card.Assure the authenticity of critical documents like photo ids, Tax returns and address proof for faster processing of the applications.

• 

  Gtl limited

  May 2003 - Nov 2004

  Sr. cre

  Telemarketing executiveUp sell value added services to Providian credit card holdersMaintain high quality standards, follow the DND and telemarketing guidelines specified by the controlling authorities.Assist team leaders with reports and mentoring of new hires.

• 

  Ica edu skills

  Feb 2005 - Apr 2009

  Senior manager - training & new business developmen

  • Designed and executed lessons encompassing a range of skill-building activities for speaking, writing, reading and listening.• Mentored a training team of 35 trainers across the country in over 70 centers with training procedures.• Introduced and implemented a methodology to assess and quantify trainer's effectiveness and quality of delivery.• Monitor and support the quality process across the country with a team of 15 Quality officers.• Conduct Train the Trainers program for new trainers / Quality officers across the country.• Conduct Train the Trainer programs for the internal programs of the center.• Conduct in house training sessions for soft skills and skill development for the company employees.• Identify and design the training programs for various verticals.• Work with the Research and development team on TNI for corporate clients of the company.• Create and implement the local area marketing plans for various zones (LAM plans)• Design and implement Business Development plans for Organization.• Identify the potential center area, evaluate and introduce franchise to expand business Show less

• 

  Bank of america

  May 2009 - Jan 2012

  Individual contributor

  • Design and Implement the Quality assurance program for associates.• Monitor the Quality assurance program for Mortgage associates across three sites of BACI.• Work with onsite quality associates for calibration in USA• Work with Training team to assist them identify and work on training needs

• 

  Stms llp

  Feb 2012 - Mar 2015

  Director

  • Planned and monitored daily staffing schedules and adjusted accordingly to ensure adequate staffing levels that support operational demands and business objectives• Managed revenue and expenses to reflect budget constraints• Managed and oversaw administrative functions to ensure all paperwork was processed efficiently and in a timely manner and met all compliance requirements• Trained and certified new employees on all performance standards• Kept abreast of emerging technology changes and innovations through formal or informal study, reading business and professional publications and networking Show less

• 

  Knoah solutions

  Apr 2015 - Oct 2016

  Team leader

  • Lead the team for optimum performance to meet business SLAs• Assure minimum shrinkage and deliver maximum business performance• Assist the team to reach their set targets and goals for each month• Collaborate with the support teams to facilitate smooth operations• Monthly reviews and performance appraisals for the team• Identify the training needs and design various work plans to address the gaps in learning• Identify and groom future leaders• Participate in JCMs and calibration sessions with internal partners and client to ensure SLA and quality guidelines are met Show less

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  Tata consultancy services

  Nov 2016 - Nov 2019

  • Led the Operations team for an Australian Telecom giant• Ensure adherence to business SLAs• Ensured maximum staffing everyday while planning leaves and staffing roster• Recognized for reduction in salary leakages due to attrition cases to zero for last last 3 quarters• Drive maximum productivity with minimum quality defects• Liaise with onshore team for process improvement and compliance checks• Maintain records and update trackers in compliance with various internal & external audit requirements• Drive compliance guidelines for the site• Liaise with the HR, DERM & other support functions to ensure smooth functioning of everyday operations• Monthly Performance reviews with the teams• Ensure Training & Coaching programs are implemented to assist BQ performers• Drive RnR and other reward programs to encourage performing members• Groom future leaders and create succession plan Show less

  • Assistant Manager

    Nov 2018 - Nov 2019

  • Assistant Manager

    Nov 2016 - Oct 2018
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  Foundever

  Sept 2020 - now

  Senior operations manager