Manager – Projects at Srisattva Group (2025-11 – Present)
- Manage client relationships, assess business requirements, and recommend suitable CRM or ERP solutions.
- Provide end-to-end client support, including coordinating demo calls, software training, proposal preparation, explanation, client onboarding, and payment followups.
- Oversee implementation support, including raising tickets, understanding client requirements, and defining the scope of work.
- Lead and manage the project team, ensuring timely responses and resolution of client queries.
- Coordinate internal teams to ensure successful project delivery and client satisfaction.
Associate Project Manager at Lionbridge Technologies (2020-01 – 2025-06)
- Managed end-to-end global localization and translation projects, ensuring adherence to turnaround time (TAT), quality standards, and delivery timelines.
- Acted as the primary liaison between clients, internal stakeholders, sales teams, and external Language Service Providers (LSPs) to ensure seamless communication and execution.
- Coordinated with internal requestors and external vendors to deliver high-quality localization across product launches, marketing campaigns, and cross-functional initiatives.
- Defined project scope, developed schedules, and managed multiple concurrent localization workflows, ensuring timely progress tracking and delivery.
- Prepared, organized, and optimized content for translation to support accurate and culturally appropriate localization.
- Ensured consistency, quality assurance, and adherence to localization standards across all translated content.
- Developed customized pricing models aligned with client budgets while maintaining profitability.
- Led resource management, including recruitment, onboarding, and training of internal teams and freelance translators.
- Oversaw billing operations, including invoicing, validation, and tracking of client and vendor purchase orders (POs).
- Maintained strong client relationships, proactively resolved issues, and delivered performance insights through strategic reporting.
- Initiated and supported lead generation activities, contributing to business development and revenue growth.
- Served as liaison between clients, internal teams, sales, and freelance translators.
- Created pricing models tailored to client budgets while ensuring profitability.
- Managed internal and external resources; conducted training and recruitment.
- Oversaw billing cycles, including invoicing, validation, and client/vendor PO tracking.
- Maintained client communication, resolved issues, and submitted strategic reports.
- Initiated lead generation efforts and contributed to business growth.
Senior Executive, Customer Service & Backend Operations at Digital India Payments Limited (2017-03 – 2020-01)
- Handled customer support, backend processes, and escalations.
- Managed KYC verification across India, ensuring regulatory compliance.
- Supervised a team of 15 and delivered training for product/process.
- Drafted agreements and managed bank coordination for transactions.
- Generated and circulated daily/monthly reports for management.
Team Leader, Customer Service (Web Chat & Email) at Alpha Payment Services / YTS Solutions Pvt. Ltd. (2012-08 – 2017-03)
- Managed customer service metrics: TAT, SLA, and productivity reports.
- Oversaw social media escalations and email/chat support.
- Conducted team coaching, call quality analysis, and shift planning.
- Led outbound campaigns (CSAT, welcome calls, reactivation, etc.).
- Executed regular product knowledge tests and team performance reviews.
Assistant Team Leader (Email Process) at Effort BPO Ltd. (2011-06 – 2012-08)
- Promoted from CSR to ATL through internal promotion.
- Managed Suvidhaa B2B email process (recharge, utility billing, bookings).
- Trained OJT batches and reported daily metrics to leadership and clients.
