Headline

Manager-Service Assurance @ Kotak Mahindra Bank

About

Results-driven Team Lead with 8 years of experience in Regulatory & Senior Leadership Escalations, Incident Management, SaaS Adoption & Support, and Customer Lifecycle Management. Expert in maintaining critical Contact Center Parameters and designing efficient Process Flows to drive exceptional performance. I have a proven track record of driving operational excellence, improving team performance, and increasing productivity, while reducing costs and achieving higher customer retention rates. Seeking new opportunities to apply my skills and lead high-performing teams to success

Location

Mumbai

Work experience

Manager-Service Assurance at Kotak Mahindra Bank, Apr 2024 - Present · 2 yrs 2 mos, Thane, Maharashtra, India, In my role at Kotak Mahindra Bank, I led a dedicated team focused on service assurance, tackling regulatory challenges and senior leadership escalations. By implementing strategic process improvements, I enhanced operational workflows and significantly reduced response times, ultimately driving customer satisfaction. My efforts contributed to the bank's commitment to excellence in financial services.

Operations Team Lead at Foundever, Jun 2023 - Mar 2024 · 10 mos, Mumbai, Maharashtra, India

Team Lead at Jio, Jul 2020 - Jun 2023 · 3 yrs, Mumbai, Maharashtra, India

Quality Analyst at Wipro, Oct 2016 - Jun 2020 · 3 yrs 9 mos, Airol

Education

BSC Computer Science, Computer Science, Arunachal University of Studies

Hsc, IT, Friends junior college