Experience

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  Ibm global process services

  Apr 2007 - May 2011

  Team leader

  I was handling 28 to 30 team members with assistant manager's support, responsible for team performance, client SLA, scheduled adherence, shrinkage, customer service (customer satisfaction & service quality). Worked as a process trainer & trained 5 training batches along with my existing operations team.

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  Tech mahindra

  Jun 2011 - Sept 2012

  Team leader

  I was handling 24 to 25 team members in a team. Responsible for client SLA, team performance management, shrinkage, attrition & schedule adherence. Proactively supporting training team as a senior trainer & trained more than 10 training batches during 16 months association. I was conducting soft skills & process awareness session to improve & ensure our customer satisfaction & service quality.

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  Ibibo groups pvt ltd

  Oct 2012 - Mar 2024

  Sr. manager crm

  Master in Information Technology, 10.5 years work experience in customer service, the expertise of customer service management. Since, 1st Oct 2016 working as an operations manager, heading 180 employees in five different-2 verticals (voice, non-voice, chat, premium customers and management escalations) at two sites Pune and Bangalore, I am responsible for business service level achievement, abandon, TAT compliance, customer service survey, NPS, calls, emails and chat volume and inflow forecasting and project manpower requirement, currently, I am based in Pune and Bangalore is my remote location. Show less

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  Redbus

  Jan 2023 - now

  Partner success manager