Headline

Client Success & Operations Specialist | Training | Process Excellence | Team Leadership | Project Management | Power BI | Lean Six Sigma

About

Results-driven professional with 8+ years of experience across operations, customer support, content moderation, training, stakeholder coordination, and process improvement. Throughout my career, I have worked in fast-paced, high-accountability environments where I handled team support, client communication, onboarding, escalation management, process optimization, and operational execution. I have contributed to pilot launches, workflow improvements, training initiatives, and performance management while consistently being recognized for problem-solving, ownership, adaptability, and people management. Alongside operational experience, I am continuously building skills in Power BI, Generative AI integration, business operations, and process excellence. I am currently exploring opportunities in Customer Success, Business Operations, Project Coordination, Implementation, and Process Improvement roles where I can contribute through structured execution, stakeholder management, and operational leadership.

Location

Greater Bengaluru Area

Work experience

Corporate Trainer at IntouchCX, Aug 2025 - May 2026 · 10 mos, • Selected as part of the Wave 0 launch team and trained directly by the client before operational go-live. • Led onboarding and training delivery for multiple agent cohorts, training 100+ employees across processes, workflows, and quality expectations. • Identified process gaps and operational challenges during early launch stages and collaborated on practical solutions before go-live. • Adapted training approaches based on learning styles and team performance to improve knowledge retention and readiness. • Recognized by client stakeholders during on-site visits for process understanding, communication, and contribution to launch success.

Specialist at IntouchCX, Aug 2022 - Jul 2025 · 3 yrs, • Managed day-to-day operations for a high-volume content moderation process while supporting account performance, reporting, and delivery goals. • Led a team of 20 members, providing operational guidance, escalation support, performance monitoring, and workflow management. • Worked closely with client stakeholders on operational discussions, billing reviews, process updates, and delivery expectations. • Contributed to account retention efforts by restructuring workflows and improving operational efficiency during a competitive vendor evaluation phase. • Served as the primary escalation point for complex technical support cases across the process. • Investigated and resolved issues outside the existing knowledge base through research, troubleshooting, and root cause analysis. • Created and improved SOP documentation to reduce recurring escalations and strengthen team self-sufficiency. • Maintained high CSAT performance while supporting agents with technical guidance and operational issue resolution. • Helped develop SOPs, KPIs, and incentive structures aligned with operational and quality objectives.

Senior Customer Service Representative at IntouchCX, Aug 2019 - Jul 2022 · 3 yrs, • Fast-tracked into operational responsibilities within weeks based on performance and initiative • Managed 100+ cases daily across calls, chats, and emails covering technical support, upselling, RMA handling, and networking troubleshooting • Independently diagnosed and resolved complex technical issues outside the knowledge base • Achieved top CSAT scores including multiple 100% performance periods

Service Level Coordinator at Unisys, Apr 2018 - Jun 2019 · 1 yr 3 mos, Bengaluru, Karnataka, India, • Managed service desk coordination for enterprise clients across the APAC region including Dell, Lenovo, and Apple • Prioritised engineer dispatches based on TAT and SLA requirements • Ensured enterprise-level SLA compliance for high-priority accounts • Generated performance reports to track resolution rates and support operational planning

Customer Service Representative at Aegis, Feb 2017 - Mar 2018 · 1 yr 2 mos, Delhi, India, •Managed collections for postpaid and premium account holders • Navigated sensitive financial conversations with professionalism and achieved strong resolution rates • Built customer rapport to facilitate payment commitments while maintaining satisfaction levels

Education

diploma in fashion technology, Fashion/Apparel Design, Jd institute of fashion technology