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Kalpana .

BGV Operations Manager | End-to-End Background Verification | SLA & Escalation Management | 4+ Years | AuthBridgel Client Serviceing

Delhi

3+ years of work experience

AuthBridge
Sep 202510 mosPresent

On-site

Identity Management,Onboarding and Verification and Business Intelligence.
TraqCheck
Apr 20255 mosAug 2025

New Delhi, Delhi, India

Manage end-to-end client communications to ensure high satisfaction and timely resolution of queries. • Coordinate closely with internal teams to streamline background verification processes and maintain operational accuracy. • Handle onboarding and documentation for client accounts, ensuring compliance with SLAs and regulatory standards. • Analyze operational data and generate reports to support performance reviews and process improvements. • Act as a key point of contact for client escalations and drive resolution through proactive follow-ups. • Collaborate with cross-functional departments to optimize workflow efficiency and service delivery. • Contribute to training and mentoring new team members to maintain quality and consistency.
Qualification Check
Apr 20247 mosOct 2024

Haryana, India

• Led & mentored a team of customer support specialists, improving efficiency. • Maintained high service delivery standards by enforcing company policies. • Allocated tasks effectively, ensuring timely customer query resolution. • Implemented process improvements for better efficiency & satisfaction. • Designed & executed training programs for new & existing employees.
Qualification Check
May 202311 mosMar 2024

Delhi, India

Qualification Check
Jan 20235 mosMay 2023

Delhi, India

• Managed inbound/outbound calls for employment & education verifications. • Ensured timely follow-ups, enhancing client experience & satisfaction. • Created SOPs to standardize customer support processes. • Worked with cross-functional teams to meet deadlines efficiently.
PRAGATI PARIVAR MARKETING PRIVATE LIMITED
Sep 20171 moSep 2017

India

Support Daily Operations: Assist in managing daily tasks and ensuring workflow efficiency. • Process Improvement: Identify and suggest enhancements to existing processes. • Data Management: Maintain accurate and accessible operational data. • Team Collaboration: Work with various departments to streamline operations. • Project Assistance: Support project planning, execution, and monitoring. • Reporting: Prepare operational reports and summarize key metrics. • Customer Support: Help resolve customer inquiries and issues. • Administrative Tasks: Handle scheduling, correspondence, and file organization. Skills and Qualifications: • Strong organizational and multitasking skills. • Excellent communication and interpersonal abilities. • Proficiency in Microsoft Office Suite. • Analytical thinking and problem-solving skills. • Eagerness to learn and adapt. • Ability to work well in a team.

Education

Indira Gandhi National Open University

Mcom, Business/Commerce, General

Indira Gandhi National Open University

20212 yrs2023
Delhi University

Bachelor of Commerce - BCom, Bcom

Delhi University

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Headline

BGV Operations Manager | End-to-End Background Verification | SLA & Escalation Management | 4+ Years | AuthBridgel Client Serviceing

About

Results-driven Background Verification Operations professional with 4+ years of experience managing enterprise-level BGV operations, client servicing, and team leadership. Currently at AuthBridge Research Services, I oversee end-to-end verification operations — handling SLA compliance, TAT management, client escalations, discrepancy resolution, and MIS reporting for high-volume accounts. I have led teams, conducted audits, and built processes that consistently deliver quality outcomes for clients across industries. 🎯 Open to BGV Operations Manager / Senior Client Servicing roles — On-site (Delhi/NCR) or Remote. 📩 Let’s connect: Kaywork7777@gmail.com

Location

Delhi

Work experience

Client Servicing at AuthBridge, Sep 2025 - Present · 10 mos, On-site, Identity Management,Onboarding and Verification and Business Intelligence.

Senior Executive Quality at TraqCheck, Apr 2025 - Aug 2025 · 5 mos, New Delhi, Delhi, India, Manage end-to-end client communications to ensure high satisfaction and timely resolution of queries. • Coordinate closely with internal teams to streamline background verification processes and maintain operational accuracy. • Handle onboarding and documentation for client accounts, ensuring compliance with SLAs and regulatory standards. • Analyze operational data and generate reports to support performance reviews and process improvements. • Act as a key point of contact for client escalations and drive resolution through proactive follow-ups. • Collaborate with cross-functional departments to optimize workflow efficiency and service delivery. • Contribute to training and mentoring new team members to maintain quality and consistency.

Operation Lead at Qualification Check, Apr 2024 - Oct 2024 · 7 mos, Haryana, India, • Led & mentored a team of customer support specialists, improving efficiency. • Maintained high service delivery standards by enforcing company policies. • Allocated tasks effectively, ensuring timely customer query resolution. • Implemented process improvements for better efficiency & satisfaction. • Designed & executed training programs for new & existing employees.

Research Lead at Qualification Check, May 2023 - Mar 2024 · 11 mos, Delhi, India

Senior Specialists at Qualification Check, Jan 2023 - May 2023 · 5 mos, Delhi, India, • Managed inbound/outbound calls for employment & education verifications. • Ensured timely follow-ups, enhancing client experience & satisfaction. • Created SOPs to standardize customer support processes. • Worked with cross-functional teams to meet deadlines efficiently.

Internship Trainee at PRAGATI PARIVAR MARKETING PRIVATE LIMITED, Sep 2017 - Sep 2017 · 1 mo, India, Support Daily Operations: Assist in managing daily tasks and ensuring workflow efficiency. • Process Improvement: Identify and suggest enhancements to existing processes. • Data Management: Maintain accurate and accessible operational data. • Team Collaboration: Work with various departments to streamline operations. • Project Assistance: Support project planning, execution, and monitoring. • Reporting: Prepare operational reports and summarize key metrics. • Customer Support: Help resolve customer inquiries and issues. • Administrative Tasks: Handle scheduling, correspondence, and file organization. Skills and Qualifications: • Strong organizational and multitasking skills. • Excellent communication and interpersonal abilities. • Proficiency in Microsoft Office Suite. • Analytical thinking and problem-solving skills. • Eagerness to learn and adapt. • Ability to work well in a team.

Education

Mcom, Business/Commerce, General, Indira Gandhi National Open University

Bachelor of Commerce - BCom, Bcom, Delhi University