Director / Operations & CRM HR Manager - Dream Touch Reality - Nashik, India
(2025-04 - 2026-05)
- CRM & Lead Governance: Pioneered advanced CRM data-tracking protocols to manage user lifecycles, monitor agent pipelines, and deliver high-level executive performance reports.
- Strategic Operations: Spearheaded daily office operations, financial budgeting, and regulatory compliance frameworks to safeguard business interests.
- Portfolio & Sales Growth: Directed high-value negotiations and channel partner networks, aligning sales strategies to expand inventory control and portfolio size.
- Human Resources Leadership: Led end-to-end specialized recruitment cycles, designed commission structures, and established talent retention programs.
Backend Team Leader, CRM & Inventory Manager - Samsung Service Centre - Nashik, India
(2024-07 - 2025-03)
- Workflow Optimization: Monitored Turnaround Time (TAT) and system logs via specialized CRM platforms to accelerate customer issue resolution paths and boost customer satisfaction metrics.
- Inventory Control: Directed stock forecasting, life-cycle tracking, and warehouse audits using advanced ERP governance models.
- Cross-Functional Synergy: Coordinated directly with technicians, vendors, and logistics partners to minimize inventory bottlenecks and maintain safety standards.
- Escalation Support: Acted as the primary tier for complex technical escalations, training support staff on diagnostic and customer relationship service protocols.
Senior Associate & CRM Quality Lead (Acting Shift Lead) - WNS Global Services - Nashik, India
(2023-04 - 2024-06)
- SLA Adherence: Managed real-time queues and active customer databases to enforce strict Service Level Agreements (SLAs) during operational shifts.
- Risk & Compliance: Governed strict data privacy controls (SOP adherence), leading high-risk fraud verifications and critical customer escalations.
- Performance Tracking: Conducted performance audits on CRM entries and targeted coaching sessions for customer service associates to improve overall team quality scores.
Productivity Head (Trainer) & Team Leader (CRM Specialist) - B D Info Media Private Limited - Nashik, India
(2022-01 - 2023-04)
- Training Architecture: Conducted comprehensive Training Needs Analysis (TNA) focusing on CRM data management to shorten employee onboarding timelines and time-to-productivity parameters.
- Performance Elevation: Developed targeted intervention modules for bottom-quartile performers, markedly boosting overall workforce capability and client-handling skills.
- Operations Oversight: Led team queues, resolved critical system errors, and delivered structured performance insights to the executive leadership team.
