Sales and Retentions Specialist at Contactpoint360 (2026-06 – Present)
My role as a Sales and Retentions Specialist is to assist the customer with queries related to HVAC, Rental water heaters, Furnace, Water purification systems, and other products which they rent/ purchase from Enercare.
- C-Sat target met with a score of 89%
- Sales target met and exceeded (Avg. 5 target met and exceeded)
- Achieving Retentions target of 85%
Process Transformation Leader at Wipro Technologies Ltd (2024-09 – 2025-06)
- Analysed current processes and workflows using data analytics to identify improvement opportunities and drive operational value
- Redesigned and enhanced invoice approval workflows, reducing the approval cycle from 45 days to 10 days, enabling timely vendor payments and generating over $1.5M in early-payment discounts - COUPA
- Led E-Invoicing adoption among vendors, increasing portal submissions from 4% to 43% and delivering 4 FTE's in operational savings
Senior Service Delivery Lead at Concentrix Services Pvt (2022-06 – 2024-06)
- Directed onshore/offshore delivery operations, aligning KPIs and client Outcomes using calibration calls and constant supervision
- Managed key LOB's (Utility Payment, HOA Payment and Expense management) for the business
- Data Analytics and analysing historical trends on expense process helped implement and guide expense management process which resulted in reducing expense accruals from $7M to under $0.5M using CONCUR reporting through Analytics
- Revised KPIs to reflect realistic targets, improving efficiency and accuracy. Majorly done for Utility and HOA Payments processes
- Drove Leadership meeting through QBR and MBR review meetings platform ensuring key topics are addressed
- Strengthened audit readiness and client satisfaction through proactive issue resolution
- Built Tableau spend reports enabling cost control and transparency
- Managed and governed employee AMEX Corporate credit card programs
Senior Operations Manager at Accenture Solutions Pvt Ltd (2005-03 – 2020-07)
Successfully transitioned from L1 to Senior Manager role, working as Contact Centre Manager, Contract Lead, Risk and Issue Manager, Project Manager, Digital Operations and Finance, (Invoice Process & Payment, Vendor Management & Process Audit and Compliance).
- Led 150+ team member achieving 100% SLA compliance in metrics such as C-SAT, FCR, AHT, Quality, Invoice Processing & Payment, Vendor Onboarding & Process Audits
- Data analytics and payment audit helped identify duplicate/over payment for vendors
- Introduced duplicate payment identifier process which helped reduce overpayments from $1.5M to $0
- Prepared AWACS using key references from skip meetings, performance monitoring, engagement and activity dip, attendance behaviour. Implemented recognition and reward programs to attract retention which helped transform attrition from 24% to 6%
- Participated in implementation of automation and best practices techniques, reducing manual effort and boosting audit compliance
- Employee database Governance and management through Workday reporting
Earlier Roles at HDFC Bank, Tracmail, Alka Enterprises (2002 – 2005)
- Delivered sales and customer support excellence, consistently exceeding targets
- Customer Service agent resolving customer queries through web and chat
