At RR Donnelley India Pvt Ltd, I directed daily service operations, sustaining over 98% compliance against service-level agreements and internal quality benchmarks. I also developed client-retention initiatives that reduced repeat inquiries by 15%+ and handled high-priority account escalations.
I established standardized QA workflows and calibration routines, and analyzed customer feedback and operational scorecards to identify root causes and improve CSAT. I also led end-to-end implementation lifecycles, from requirements definition and solution design through testing and deployment.
Earlier, at Benz Venture, I updated SOPs to remove workflow bottlenecks and shorten ticket turnaround cycles. My experience also includes technical support and implementation testing, as well as branch banking operations at Axis Bank.
