Team Leader – Clinical Screening (BGV Operations) - DISA Global Solutions
(2025-03)
- Lead a team of 17 associates in BGV clinical screening operations, ensuring SLA adherence, TAT compliance, and accurate completion of all verification activities.
- Monitor daily workloads, track KPIs (productivity, quality, turnaround), and prepare daily/weekly/monthly performance reports for senior leadership.
- Conduct team huddles and coaching sessions; manage escalations with timely mitigation plans; ensure compliance with SOPs, regulatory requirements, and client guidelines.
- AI Chatbot (In Testing): Conceptualised an AI-powered chatbot for real-time associate query resolution, aimed at reducing escalations and improving case TAT.
- Update Tracker (In Discussion): Proposed a centralised tracker to streamline SOP and process update communication across the team.
- Reviewer Query Tracker (Implemented): Built an Excel-based tracker mapping reviewer doubts to auditor responses, reducing repeat queries and improving first-time accuracy.
Associate – Back Office Operations (LegalZoom BGV) - TaskUs
(2024-10 - 2025-03)
- Handled legal documentation verification and business set-up screening, maintaining data accuracy and compliance standards in a fast-paced environment.
Team Leader – Key Wording Operations - Adnet Global
(2024-08 - 2024-10)
- Led a team of 7 associates on key wording projects; managed timelines, task allocation, quality control, and performance reporting for senior management.
- Created pre-planned rosters, tracked agent output, and maintained SOP documentation for smooth project execution.
Team Leader – Customer Service Operations - Wipro Insurance Ltd
(2022-08 - 2024-06)
- Led 18 CSRs on international healthcare insurance voice operations; drove FCR, AHT, CSAT, and NPS targets through regular audits, CAPA, and structured coaching.
- Delivered daily/weekly/monthly reports; managed escalations with mitigation plans; designed training modules and process tools adopted team-wide.
- Awards: Best Team Leader Award | Outstanding Teamwork Award.
Associate & SME – Customer Service - Wipro Insurance Ltd
(2019-06 - 2022-08)
- Promoted to SME and floor-support role; developed a process optimisation note that improved team-wide KPI adherence and simplified case handling.
