At SUTHERLAND, I owned service delivery and P&L for Fiserv’s 200+ FTE portfolio across three LOBs. I improved AHT from 12 to 9 minutes and maintained SLA, quality, and CSAT above 90%.
At LTIMINDTREE, I managed Microsoft operations for 80 HC across three POCs. I improved CSAT by 11% and reduced cross-POC escalations by 30% with an Early Warning System and risk mitigation framework.
At WEBHELP (Concentrix), I managed ByteDance Trust & Safety across four LOBs and four client entities, maintaining CSAT, quality, and SLA above 90%. At AMAZON, I managed SPRO Marketplace operations and maintained CSAT at 95%.
Earlier, I managed Meta Trust & Safety operations at WIPRO LTD, led collections at GENPACT, and worked in telesales at MONSTER.COM INDIA PVT LTD and investor relations at KARVY COMPUTERSHARE PVT LTD. I hold an MBA from Alagappa University and a B.Sc. from Osmania University, and have a Green Belt in Lean Six Sigma.
