At BritishCouncilIndia, I managed the end-to-end execution of the IOL-IELTS online project, coordinating cross-functional work and ensuring delivery on time and within budget.
As Team Leader, I led a team of 28 supervisors and implemented process improvements, automation initiatives, and KPI monitoring to streamline workflows and improve operational efficiency.
I also oversaw the implementation of Freshdesk, supporting the team’s transition, providing training, and resolving technical challenges. I developed training programs and led shadowing sessions to support onboarding and skill development.
Earlier at BritishCouncilIndia, I streamlined examiner scheduling through automation as a Supervisor. As a Customer Service Executive, I assessed client needs, prepared proposals, and developed a qualified-lead database that contributed to 98% growth in business from new and existing clients.

