Experience

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  Tech mahindra

  Sept 2003 - May 2008

  Lead advisor - customer service

  Driven consistent customer satisfaction within the team to ensure a higher C-Sat scores for the department through continuous monitoring and feedback.Maintained Service level, Average Handling Time, absenteeism and attrition as per the floor standards.Mentored new hires for various departments. Groomed and provided coaching to new entrants to bring them up to the floor standards and existing team members in the team to go beyond expectations.Successfully identified trends, best practices and areas requiring improvement by monitoring calls and providing analysis to agents, supervisors and management.Accurately determined one-on-one coaching may be needed by planning, scheduling and conducting monitoring and data analysis activities based on the Quality Metric set up by senior management.Continuously improved monitoring standards by working collaboratively with the entire Q&A team. Show less

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  Capita

  Nov 2008 - Nov 2013

  Senior executive - insurance

  Generating Quotes and Illustrations for Life Insurance Policies.Explain features, advantages and disadvantages, recommended changes of various policies.Exceptional ability to collaborate with team members and new joiners to teach new concepts in an effective manner.Performed defect analysis in documents and identified process improvements initiatives.Reviewed customer complaint investigations, trending activities and thereby provided feedback to the relevant teams for increasing the overall customer satisfaction. Show less

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  Writer corporation

  Nov 2013 - Nov 2019

  Drive pricing process excellence within and across sales and service department through implementation of continuous improvements and facilitate information flow and efficiencyReview, analyze and negotiate proposed pricing contracts with the vendors based on a competitive platform.Evaluated and monitored the pricing processes in order to develop timely actions for improvements.Partnered with management to develop and implement quality initiatives provide instant feedback on performance improvement.Successfully identified trends, best practices, achievement of goals and objectives and areas needing improvement to enhance customer satisfaction.Responsible for Costing, Pricing and Quotation for India and Middle East Offices.Determine price schedules, Request for Price (RFP), Request for Quote (RFQ), preparation of quotations, submissions and follow ups. Show less

  • Process Excellence

    Jul 2019 - Nov 2019

  • Senior Executive - Pricing - International Moving

    Nov 2013 - Nov 2019
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  Accenture in india

  Nov 2019 - Mar 2024

  Quality training policy & change delivery manager
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  Ikea

  Dec 2024 - now

  Business navigation & operations manager