• Evaluating existing insurance policies and creating new policies
• Data Analysis and billing
• Sorting and filing of customer documents

• Responsible for Escalation Handling with key focus on delivering Business Impact through People, Process and Technology levers
• Analysis of training needs and design innovative content and Didactic learning solution in form of E-learning, Digital Dashboards and workshops for small and large groups
• Project manage the transition of map and digital accounts as per the ITIL framework which involved New Hire Integration and Quality assurance
• Planning and implementing change management strategy to improve employee retention and service delivery
• Built a Knowledge Management platform to promote ongoing learning and measure Operation Quality
• Initiated multiple Lean Projects to measure and sustain repeatability on KPI performance to > 90%
• Schedule and lead fortnightly and monthly Customer Governance as part of Customer Relationship management

04/2013 – 02/2016: promoted to Senior Manager
Knowledge and Project Manager with key focus on Knowledge transfer for IT Outsourcing operation with 50M annual revenue

• Project managed the complete „Hire to Retire“ Model for IT Outsourcing operations which involved Career Mapping and Ongoing learning
• Conceptionised, design and implemented training courses by conducting Training Need Analysis, Trainer Up skilling and E-learning courses
• Advisor to Stakeholders on the conceptual and operational design of change processes
• Coordination of action catalogs under ISO audits and conducting follow up reviews to ensure
• 98% implementation to Learning Management System
• Budget Planning and execution for domain and personal development training for employees
• Design workflow for potential new customers under the aspect of Quality and Change Management
• Won Brandon Hall Gold Award for establishing Knowledge Management Practices (2015) for IT Services

04/2010 - 04/2013: promoted to Manager

• Conceptualized a hiring grid with the Technology vertical which resulted in<5% defects in right skill hiring
• Drove Lean Projects to improve NPS Customer Satisfaction score from average 6 to 8,5
• Measure resultant ROI (Return on Investment) through established competency building programs
• Created automation templates for effective email and chat product support team
• Completed Greenbelt project on improving Customer Satisfaction score from 80% to 95%
• Designed a developmental program for associate level to build Core Operational Expertise and Next Generation Technical Experts
• Responsible for creating and measuring success of Knowledge Management in an account

04/2010 - 04/2013: promoted to Assistance Manager

• Led Training Operations for Supply Chain Management Vertical
• Facilitated Train the Trainer workshops to enhance competencies and build a pool of Quality Coaches
• Partnered with the corporate team to identify industry recognized domain programs through Education at Work
• Manage customer expectation on all training related arenas though training need analysis and attribute to needle movement in performance and quality metrics

04/2008 - 04/2010: promoted to Management Trainee

• Project Managed the Genpact Training Academy for up skilling low/non voice profiles to calling profiles and placement as per the business needs.
• Facilitated Service Delivery Fundamental Boot camps for front line managers.
• Conducted TNI (Training Need Identification) Cycles for Helpdesk Segment part of which involved direct interaction with Clients
  Process Developer
• Customer Service Representative for late stage collections department
• Handling Customer complaints and escalations
• Evaluate and drive initiatives to improve the customer handling skills for IT Service Vertical

• Advisor to Stakeholders on the conceptual and operational design of change processes
• Coordination of action catalogs under ISO audits and conducting follow up reviews to ensure >98% implementation to Learning Management System
• Conceptionised, design and implemented training courses by conducting Training Need Analysis, Trainer Up skilling and E-learning courses
• Budget Planning and execution for domain and personal development training for employees