I have over 10 years of experience in Process Transition, Transformation, and Operations in the BPO sector. Throughout my career, I have successfully set up end-to-end offshore models, optimizing processes and ensuring customer satisfaction. I have a proven track record in delivering process optimization, customer retention, and improving NPS and CSAT scores. As a leader, I have effectively engaged with senior client management globally and have been highly focused on people development, mentoring, and team building.
In my most recent role as Operations Team Manager at Admiral Solutions, I championed a culture of collaboration, innovation, and accountability within the operations team. I fostered open lines of communication, promoted a collaborative environment, and conducted regular reviews of internal policies and procedures. I worked closely with senior leadership to define long-term operational strategies for scalable growth. I also managed key projects from inception to completion, delivering results on time and within budget constraints.
Prior to that, as a Team Leader at Webhelp Pvt. Ltd, I focused on improving NPS, CSAT, AHT, Quality, and Revenue. I effectively managed and developed the performance of direct reports and peers, leading and motivating team members to deliver a best-in-class service. I successfully managed the operations of adidas India, SA, and SEA campaigns, acting as a bridge between the client, L&D team, and operations. I received multiple awards and recognition for my outstanding performance and revenue achievements.
