Process Owner - 1POINT1 Solutions Pvt LTD.
(2022-01)
Worked as a Process Manager for the Fintech process (Razorpay), responsible for achieving defined SQLs, KPIs, and KRAs while leading a team of 5 Team Leaders and 100+ executives across Email, Backend, Sales, and Customer Service operations, ensuring operational efficiency and consistent service delivery.
- Acted as the primary point of contact for key client accounts, building strong relationships through consistent delivery and a consultative approach.
- Collaborated with cross-functional teams and external partners to ensure seamless campaign execution and achievement of business goals.
- Developed and presented performance reports and dashboards using CSAT and NPS insights to drive continuous improvement.
- Supported sales and marketing teams with case studies and customer success stories to enable business growth.
- Managed customer success metrics and KPIs to enhance retention, reduce churn, and optimize the customer lifecycle.
- Engaged with senior stakeholders to align on strategy, deliver insights, and drive account growth through data-driven decisions.
Assistant Manager - Radical minds Technologies
(2021-01 - 2022-12)
Managed operations across five Lines of Business (Toppr, FIA, Urbanic, Unlu, and Frankfinn), overseeing end-to-end service delivery across Email Support, Backend Operations, Sales, and Customer Service functions. Drove SLA and KPI adherence, ensured optimal resource utilization, and maintained high service quality through effective team management and process governance. Collaborated with cross-functional teams and stakeholders to streamline operations, improve customer experience, and deliver consistent business outcomes.
- Led a team of 9 Team Leaders and 210+ executives, driving performance, team development, and adherence to organizational standards.
- Accountable for achieving SLAs, KPIs, and business targets across multiple LOBs through effective planning and execution.
- Ensured high-quality service delivery and process compliance via regular performance reviews, coaching, and governance.
- Collaborated with cross-functional teams to streamline processes and implement continuous improvement initiatives.
- Managed hiring, training, and retention strategies to support scalability and maintain team stability.
- Leveraged data analysis to identify trends, drive decision-making, and provide actionable insights to stakeholders.
- Partnered with clients and internal leadership to manage escalations, align on business goals, and enhance customer satisfaction.
- Drove strategic operations, workforce planning, and performance optimization to improve overall efficiency.
- Strengthened client relationships through effective stakeholder management and partnership building.
- Focused on continuous improvement, process documentation, and training to enhance operational effectiveness.
Senior Team Leader - Badabusiness.com
(2020-01 - 2021-12)
Successfully led and managed sales operations across multiple Lines of Business (LOBs), with end-to-end responsibility for achieving monthly revenue targets. Managed a team of 30 Sales Executives and 1 Associate Team Leader (ATL), driving performance, productivity, and consistent sales growth through effective leadership, strategic planning, and rigorous performance monitoring.
- Assisted customers in selecting business learning courses aligned to their needs, driving sales performance and customer satisfaction.
- Developed and maintained sales analytics reports and dashboards (weekly, monthly, quarterly) to enable data-driven decision-making.
- Managed customer escalations through root cause analysis, ensuring timely resolution within defined SLAs.
- Implemented productivity measures to balance quality, efficiency, and accuracy.
- Analyzed Below Quality (BQ) performance and executed corrective action plans to improve outcomes.
- Conducted chat quality audits, quarterly performance reviews, and regular coaching sessions to maintain service standards.
- Led team engagement initiatives and supported individual development plans to improve morale and retention.
- Managed daily performance reporting and contributed to the annual appraisal process with transparent communication.
- Collaborated with WFM on roster planning to align staffing with business demand.
- Controlled shrinkage and attrition through strong process governance and engagement strategies.
- Monitored DSAT trends and implemented action plans to improve CSAT.
- Maintained and updated the Early Warning System (EWS) to proactively address performance risks.
Team Leader - Frankfinn Institute Airhostess institute
(2015-01 - 2018-12)
Worked as a Team Leader, managing a team of 15 telesales executives responsible for driving daily revenue run rate (DRR) and lead generation, ensuring consistent target achievement and pipeline growth through effective performance management and coaching.
- Handled student queries and coordinated with the placement department to support student outcomes.
- Facilitated training sessions for tele-counselors to improve performance and conversion rates.
- Drove student engagement by inviting prospects to educational seminars, contributing to enrollments.
- Led the center team in planning and execution, ensuring smooth operations and timely task management.
- Optimized sales and operational efficiency through process improvements and best practice implementation.
- Analyzed workflows to identify opportunities for business growth and enhanced customer experience.
- Captured and analyzed customer feedback, developing action plans with advisors and product teams.
- Implemented standard processes and escalation frameworks to improve service quality and consistency.
