Customer Support Associate - Teleperformance
(2022-07 - 2024-02)
- Managed large volumes of incoming and outbound customer interactions, identifying client needs to deliver highly accurate resolutions.
- Consistently met and exceeded individual and team-level customer service sales targets and call-handling quotas.
- Handled complex customer complaints, resolving issues efficiently within strict time limits to ensure sustained customer retention.
Senior Process Associate - Cogneesol
(2019-04 - 2022-04)
- Liaised directly with corporate clients to negotiate and settle complex, high-value claims on optimal financial terms.
- Investigated and identified potential cases of fraud, avoidance, and repudiation to protect client interests.
- Established accurate reserves on open accounts, providing critical Management Information (MI) reports to gauge potential exposures.
Team Leader (Sales & Marketing) - Vertex Customer Solutions India Pvt. Ltd.
(2014-10 - 2015-11)
- Led a high-performing sales and marketing team for major telecom clients including Airtel, Vodafone, and Idea Cellular.
- Achieved the PAN India No. 1 ranking in CSAT continuously for 4 months and in EQ for 3 months.
- Generated daily/weekly MIS data reports via advanced MS Excel to monitor and improve individual and team productivity.
- Conducted client visits for sales follow-ups, managed customer audits, and devised strategic actions to counter customer complaints.
Assistant Sales Manager (ASM) - Matrix Cellular International Services
(2012-11 - 2013-11)
- Managed the field sales team to drive client acquisitions and consistently hit regional sales milestones.
- Secured strategic corporate tie-ups and expanded business collaborations with key channel partners.
- Oversaw backend operational documentation for international Forex and Travel Insurance services.
Assistant Sales Manager (ASM) - Glebe Marketing Services
(2011-08 - 2012-10)
- Managed the performance data and sales output of the team, conducting weekly performance reviews to identify gaps.
- Handled client relationships and simultaneously overlooked marketing workflows for targeted project launches.
Relationship Manager (Airtel Wholesale Business) - Vertex
(2009-09 - 2011-07)
Promoted via Internal Process Movement in November 2010 to handle corporate accounts for Airtel's International Wholesale Voice and Data business.
- Generated high-value business requirements for international corporate clients, pitching targeted wholesale products.
- Formulated data dashboards and delivered executive presentations regarding performance metrics and business closures.
- Headed the training and onboarding program for all incoming process executives.
Facility Executive - Johnson Controls (I) Pvt. Ltd.
(2008-04 - 2009-07)
- Orchestrated day-to-day administrative operations and coordinated extensively with the HR Manager regarding interview schedules.
- Managed site billing operations, vendor contracts, inventory tracking, and employee attendance metrics.
Transport Executive - Vertex
(2006-03 - 2008-03)
- Supervised a specialized logistical team of 15 personnel, coordinating shift rosters and route tracking for the entire process.
- Implemented strict cost-control and routing techniques, extracting operational MIS details using BAAN and WBR software platforms.
