Associate Manager at HTC Global Services (2026-04 – Present)
- Lead Helpdesk, Customer Support and Project Management operations comprising 52 team members, including 3 Team Leads, ensuring delivery excellence and operational efficiency.
- Drive operational performance through management of key business metrics, including CSAT, AHT, Quality Score, Productivity, Occupancy, Attrition, Shrinkage and SLA adherence.
- Maintain customer satisfaction scores above 92% through quality governance, coaching initiatives, and customer-focused service delivery.
- Lead workforce planning, staffing optimization, shift management, capacity planning, and resource utilization activities.
- Conduct regular performance reviews and leadership coaching sessions for Team Leads and team members to improve engagement, capability, and performance.
- Act as the primary escalation point for critical customer and operational issues, ensuring timely resolution and stakeholder satisfaction.
- Partner with senior leadership and cross-functional teams to drive operational improvements, service quality, and business outcomes.
Assistant Manager at Tata Communications Transformation Services (2022-12 – 2025-06)
- Managed end-to-end service delivery operations for global customers while ensuring achievement of business objectives and customer commitments.
- Led a team of 40+ employees including 3 Delivery Leads and Senior Executives across multiple operational functions.
- Owned SLA performance, customer satisfaction, quality standards, productivity metrics and service delivery outcomes.
- Managed workforce planning, staffing optimization, capacity management and operational reporting.
- Conducted weekly and monthly business reviews with stakeholders and leadership teams.
- Handled customer escalations and collaborated with cross-functional teams to ensure effective issue resolution.
- Developed operational dashboards and reports using Excel and reporting tools to support data-driven decision making.
- Led continuous improvement initiatives focused on operational efficiency, service quality and customer experience.
Process Expert at Maersk GSC (2017-08 – 2022-11)
- Managed customer operations while maintaining service level commitments and operational performance standards.
- Served as an escalation point of contact for critical operational issues and customer concerns.
- Drove process improvement initiatives and support workforce management activities.
Engineer - IMTS at Mindtree Ltd (2016-01 – 2017-06)
- Delivered customer support and service operations while ensuring SLA adherence and customer satisfaction.
Senior Analyst at HCL Technologies (2014-06 – 2015-12)
- Managed customer support operations while achieving quality, productivity and service level objectives.
Consultant at Sutherland Global Services (2013-06 – 2014-04)
- Delivered voice and email customer support services for UK customers.
