Experience

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  Genpact llc

  Sept 2007 - Jan 2015

  Assistant manager

  Led the setup of dialers for new businesses, collaborating on outbound calling strategies with operational leaders and clients. Managed diverse workgroups to maximize business impact, demonstrating end-to-end business expertise. Generated daily callable data for agents, emphasizing risk-value attached records. Oversaw dialer operations for outbound clients in Gurgaon and Hyderabad. Played a key role in operational aspects across verticals, including operations, training, MIS, and HR. Designed strategies and contests aligning with business goals and short-range objectives. Assisted MIS in creating reporting templates, agent dashboards, client dashboards, and reports, ensuring comprehensive operational involvement and strategic impact. Show less

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  Encore capital group

  Sept 2015 - Mar 2018

  Group manager

  Managed Post-Judgment Garnishment collection across 9 states, overseeing a team of 16 specialists in Internal Legal collection. Executed direct communication with employers, banks, county sheriffs, and courts to collect garnishment amounts. Achieved business goals by driving $ collection, conversion, and collection efficiency. Prepared legal documents for attorneys, validated service results, and cross-audited garnishment documents. Ensured timely billing for process server, attorney, and booking fees. Conducted ad-hoc reporting on aging files, case dismissals, SOL expiration, and prepared documents for case refiling. Attended monthly reviews with Regional Managing Attorney and stakeholders. Conducted quarterly audits on SOP and procedures, incorporating updates on CFPB and FDCPA changes. Provided monthly and quarterly team performance evaluations. Show less

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  Amazon development centre (india) private limited

  Mar 2018 - now

  Operation manager

  Providing product consultation for redesigning products to meet end-user requirements. Governing catalog quality through audit programs, input for machine learning, and creating a holistic validation system. Resolving operational issues, improving processes, and reducing discrepancies. Collaborating with internal teams to drive tools and process improvements. Leading data-oriented analysis, adopting technology solutions, and achieving operational goals. Managing stakeholder communication, ensuring high-quality hiring standards, and executing people programs for coaching and development. Overseeing metrics and delivering specific metric goals. Managing and executing people-specific programs for coaching, career development, and team engagement. Show less