Associate Director-Operations at Algomill Technologies (2024-02 – Present)
Leading business development initiatives to expand Forex trading solutions to wider markets. Overseeing customer service operations and driving growth strategies to scale operations efficiently and sustainably.
- Leading business development initiatives to expand Forex trading solutions to wider markets
- Ensuring that Managers have all the resources and process the necessary information to be successful in their roles
- Overseeing customer service operations to ensure high levels of client satisfaction and retention
- Driving growth strategies to scale operations efficiently and sustainably; collaborating with cross-functional teams to enhance service delivery and elevate customer engagement
- Implementing innovative solutions to improve customer support efficiency and raise quality standards
- Managing key account relationships to secure long-term business partnerships and consistent revenue streams
- Performing deep dive into customer interactions/feedbacks/escalations to recommend process improvements
- Creating a culture and processes to achieve the business goals and objectives with regards to their customer service
- Enhancing the First Call Resolution; identifying new tools and technologies to better serve the customer
- Using Customer Insight and Root Cause Analytics to identify companywide improvements and presenting these to the Board/Senior Stakeholder Peers
- Bringing customer insights while collaborating with internal stakeholders to drive best in industry service experience
- Creating growth opportunities and enable front line manager to build career road map for team members by means of Individual Development Plans (IDP)
- Measuring effectiveness of the customer service function by refining operational metrics for the team
- Mentoring junior professionals by providing guidance on skill development, career progression, and leadership opportunities
- Tracking and publishing various monthly MIS reports on the financial performance of the BU including the revenue and cost levers
Senior Manager - Operations and Customer Service at Priority Technology Holdings (2022-01 – 2024-02)
Worked towards engagement level KPIs development; planned and executed effective techniques in bringing efficiency in operations to improve quality standards and achieving cost savings. Led and mentored a team of 50+ lead generation executives.
- Worked towards engagement level KPIs development; planned & executed effective techniques in bringing efficiency in operations to improve quality standards & achieving cost savings
- Led and mentored a team of 50+ lead generation executives, maintaining strict quality standards and consistently exceeding client expectations
- Directed and supported lead generation teams to deliver high-quality outcomes while meeting diverse client requirements
- Built strong collaborations with IT clients, translating complex campaign needs into successful engagement strategies
- Analyzed client engagement and acquisition processes, managed key accounts, and upheld rigorous quality benchmarks
- Dealing with interdependencies and coordination across projects to ensure that information relating to project deliverables, risks and issues are effectively communicated between stakeholders
- Headed the business operations unit for the BU in terms of driving revenue acceleration, cost optimization, utilization and other compliance and hygiene related parameters
Delivery Manager - Business & Customer Operations at Beyond Codes Inc. (2013-10 – 2022-12)
Engaged with customers to understand business needs and identify opportunities to drive sales growth. Strengthened team performance through consistent feedback, targeted coaching, and structured training programs.
- Engaged with customers to understand business needs and identify opportunities to drive sales growth
- Strengthened team performance through consistent feedback, targeted coaching, and structured training programs
- Facilitated cross-functional collaboration by leading meetings to resolve challenges, share best practices, and define growth strategies
- Improved operational efficiency by optimizing delivery routes and team schedules
- Implemented proactive risk mitigation strategies to reduce disruptions from unforeseen events and issues
- Championed a customer-centric approach, consistently seeking feedback from clients to make improvements and enhance the overall delivery experience
- Guided the project team, assigned tasks to team members and ensured completion of work as per set standards
- Attended daily defect meetings with Client Business Managers and Development Team; identified the problem (root cause) and suggested relevant solutions
- Participated in the development and review of business and system requirements to obtain a thorough understanding of client's requirement in order to deliver accurate solutions
Team Manager-Customer Support at BayaTree Infocom (2010-10 – 2013-09)
Resolution Expert at Dell International Services (2009-12 – 2010-10)
Process Trainer / Team Lead at Genpact India, American Insurance Broker AON (2007-05 – 2009-11)
