Ensuring closure of Complaints with a fast turn around time. Conducting regular meet ups with Brands/Clients to ensure compliance with predefined metrics, progress checks and improving efficiency. Responsible for organizing regular trainings/re-trainings of brands already on - board. Liasing and conducting regular meet-ups with with Points Of Contacts/ Stakeholders from Banks/Brands on-board to remove bottlenecks and improve overall business. Identifying and pre-emptively resolving any anomalies from escalating into potential business loss issues. Being the Point of Contact for Senior Management of Brands/Clients. Promoted to Sr. Manager during my tenure in the company based on a proven track record. Handling data given by the company/clients in a secure manner and generating relevant reports for business teams and clients. Responsible for maintaining general discipline and conformation of compliance on the floor.

Head of Customer Support January 2023 - Present (6 months) Noida, Uttar Pradesh, India Vouchagram India Pvt Ltd 5 years 4 months

• Directly responsible for handling a Retail Sales team of 15 Management Trainees hired for specialized role. • Managed an team of Tele-sales executives including a Field Sales team. • Was among the two chosen Team Leaders tasked to train Management Trainees and take them through the paces of getting a hands on understanding of Operations/Retail Sales. ••Solely given the additional responsibility of handling an Offline Centre campaign to generate footfalls for the company's offline centres with direct reporting to the COO • Conducting On The Job training for new hires, coaching, counseling and mentoring. • Maximizing efficiency by improving conversion rate with the designated manpower. • Assisting associates with sales in real time, following up with clients and providing skills transfer in the process. • Auditing calls, sharing feedback and following up to ensure implementation. • Conducting regular one on one's with the team. • Sharing business updates with the team and handling client escalation/complaints. • Promoted to Asst. Manager before completing a tenure of in the company based on a proven track record. • Handling, sharing and securing all data given by the company and generating relevant reports for the team and senior management. • Responsible for maintaining general discipline and compliance conformation on the floor. • Given the additional responsibility of conducting the Operations round during interview for new hires. • Was on deputation to the Home Demo vertical for six months for the purpose of grooming new hires. • Currently responsible for managing a batch of Engineer & Management Trainees as a part of a larger experiment of using high end resources in calling profile. I was handpicked for this role due to my tenure and proven sales record.

• Directly responsible for handling a team of 30-40 associates at any given time and a complement of 2 SME's. • Conducting On The Job training for new hires and imparting process training to them. • Ensuring that Campaign/Company metrics were met on a weekly/monthly basis. • Imparting updates and skills enhancement training to the team on a real time and ad hoc basis. • Handling maximum possible verifications as a precursor to making sales. • Coaching and counseling of associates, conducting one on one'sessions. • Team and Data Management to ensure that all data was secured and available as and when needed. • Improving overall process quality. • Promoting teamwork and infusing the spirit of taking the onus to complete assigned tasks. • Handling and resolving escalations/complaints. • Ensuring maximum profitability for the business as the first and foremost area of responsibility.

• Conducting training sessions for new hires and production agents. • to ensure that agents assigned to map were coached on a real time basis to improve sales output. • Helping in the development, enhancement of sales skills. • Monitoring sales data and performing data analysis to ensure parity with process metrics and working on areas of improvement. • Contributing as a team to achieve profitability for the business and ensuring compliance.

• Responsible for auditing and documenting Live & Recorded calls. • Sharing updates and training of agents assigned to map. • Ensuring Customer Satisfaction scores of agents remain at par/excels client assigned metrics. • Liasing with Span Leaders to discuss/implement best practice sharing within the assigned span. • Handling new hire hands on training on the operations floor, training and taking them through the paces as their mentor till they assumed production status. • Resolving call escalations/complaints. • Taking crew briefs, formulating Process Knowledge Tests to ensure parity of process knowledge among agents. • Undertook a Time Motion study project at a Process level which was successful and led to the clients increasing the process AHT which had a direct, positive effect on the company revenue. • Participated in various trainings and workshops over my tenure to enhance my personal skills set, Improve sales, productivity and deliver maximum output. • Was chosen among a select few QA's within the process to also conduct Voice Assessment Test for new hires. • Participating in weekly internal and client call calibrations to facilitate a standard operating procedure across the floor.