Experience

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  Us wipro bps ltd

  Jul 2013 - Oct 2016

  Quality analyst

  Maintaining Quality of transactions and adherence to High Quality StandardMonitoring transactions and conducting coaching sessions for teamsConduct Refresher training on challenging/difficult transactions typesConducting Audits and data analysis for entire operationsWas responsible to create new SOPs to process transactions by following flowWas first to achieve 100% quality compliance percentage for queueLeading Quality calls with clients and Calibrations calls.Collaborated with cross-functional teams to develop and implement targeted solutions for identified quality issues, ensuring continuous improvement. Show less

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  Techmahindra business services pvt.ltd

  Feb 2017 - Sept 2021

  Telecommunications specialist

  Day to day communication with internal and external stakeholders on Operation status and changesPerformance management of team: Define, track and monitor KRAs for teamHiring support- Proactively working with recruitment team to ensure right team is in placeWorking with Learning and development team to ensure right induction plan is in placeWorking with program management team on automation model for process improvement.Developed engaging curriculum for diverse learners, adapting materials to meet individual needs. Show less

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  Cognizant technology solutions india pvt ltd

  Sept 2021 - Jun 2024

  Customer service team lead

  Improved communication skills among students through regular group projects and presentations.Supporting Qwiklab's issues via chat and email support and updates which is learning platform from GoogleManaging Learning Support Team to meet all SLA's and tracking KPI's for team members Analyzing ticket volume and allocate resources according to capacity availability and SLA targetsAccountable for adhering to defined Service Level Agreements for key KPIs like Customer Satisfaction (CSAT), Customer Effort, Score and productivityParticipate and present data to client (WBR, MBR, QBRs) and discuss trends, status and action plans to meet targetsPoint of contact for escalations and requirement change from clientEnsuring staffing and performance levels are correct to handle appropriate amounts of work volumeWorking closely with leads to decide team roster, shifts and team allocation.Day to day communication with internal and external stakeholders on Operation status and changes Performance management of team: Define, track and monitor KRAs for teamPlayed a pivotal role in crisis management efforts, coordinating resources and serving as a trusted advisor to senior leadership during high-profile incidents.Streamlined incident response processes by developing and implementing effective incident management protocols.Hiring support- Proactively working with recruitment team to ensure right team is in place Working with program management team on automation model for process improvement.Developed engaging curriculum for diverse learners, adapting materials to meet individual needs.Mentored new teachers on best practices for effective classroom management and instructional techniques.Designed innovative assessments that effectively measured student mastery of course objectives while minimizing test anxiety.Evaluated student progress regularly, providing timely feedback for continuous improvement in academic performance. Show less

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  Cognizant technology solutions

  Sept 2021 - Nov 2024

  Process specialist

  Process expert, program planning, management, execution and incident management

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  Globallogic technologies limited

  Nov 2024 - now

  Team manager @globallogic technologies ltd Lead - content engineering

  • Team Manager

    Nov 2024 - now

  • Team Lead

    Nov 2024 - Nov 2024