Headline

I Help Sales & Service Teams Build Trust, Empathy, and Results Customer Experience | Communication Mastery | Trainer | Facilitator Guest Lecturer | Enhancing Soft Skills for Students|

About

Some people sell products. I sell human connection. For over a decade, I’ve been driven by one question what truly makes people feel heard? That question led me through every stage of the customer journey: from handling voice support for global clients to training teams that now define customer excellence in their organizations. With more than 11 years across the BPO and customer service industry, my experience spans customer operations, people management, and quality assurance. I’ve built and led programs that don’t just improve metrics they transform behaviors. At Sutherland and Bank of America, I learned the fundamentals of customer trust and empathy. At Vodafone UK, I honed my expertise in technical support and quality assurance, leading initiatives that aligned performance metrics with real customer satisfaction. At WNS Global Services, I transitioned from operations to enablement designing and delivering training for Voice & Accent, Empathy led Communication, and Customer Experience Excellence. Today, as a Corporate Trainer and Lecturer, I help organizations and universities build customer centric, high performing teams through modern learning design and real world simulations. My focus is on creating training ecosystems that combine data driven performance with human connection helping professionals communicate with clarity, empathy, and impact. Key Focus Areas: • Customer Centricity & Service Excellence • Sales & CRM Communication • Voice, Accent & Call Quality Enhancement • Soft Skills & Empathy led Learning I believe great service begins with great communication and every conversation is an opportunity to build trust, influence perception, and create lasting experiences. With over 15 years in customer service and training roles, I specialize in fostering customer loyalty and excellence through impactful communication strategies and skill development. My professional journey spans industries, with a focus on customer service, guest lecturing, and training new hires. As a Lecturer at D Y Patil, I conducted a 10-day soft skills training program covering resume building, email etiquette, body language, and mock interviews. My expertise lies in creating training ecosystems that empower individuals and teams with effective communication and customer-centric skills. My mission is to enable professionals to build trust and deliver exceptional customer experiences through clarity, empathy, and impactful interactions

Location

Pune/Pimpri-Chinchwad Area

Work experience

Lecturer at DY Patil University, Nov 2025 - Nov 2025 · 1 mo, Pune District, Maharashtra, India, Soft skill Training, also helping students with Resume , Email , Body language , Mock Interview and Student Consulting. Consulting charges are separate. Course was for 10 Days.

Senior Associate at Wns Global Services Limited Pune, Maharashtra India, Oct 2019 - Sep 2025 · 6 yrs, Hybrid

Training Specialist at Wns Global Services Limited Pune, Maharashtra India, Oct 2019 - Sep 2025 · 6 yrs, On-site, Senior Associate – Customer Service WNS Global Services As a Senior Associate at WNS, I was responsible for delivering exceptional customer service to clients through voice support, ensuring timely and effective resolution of customer queries and complaints. My role involved managing end-to-end customer interactions while maintaining high service quality and adherence to process standards. Key responsibilities included: Handling inbound customer service calls for U.K.-based clients, addressing concerns with professionalism and empathy. Managing customer complaints by identifying root causes and providing appropriate solutions within defined timelines. Soft Collection for the Final bill generated and providing installment plans and Venerable support Monitoring queue performance to ensure service level targets and response times were consistently achieved. Assisting in the onboarding and training of new hires and On-Job Trainees (OJT), helping them adapt to process requirements and enhance their communication and problem-solving skills. Preparing and maintaining daily, weekly, and monthly performance and productivity reports for internal review and management reporting. Collaborating with cross-functional teams to share feedback, highlight process gaps, and recommend improvements to enhance customer satisfaction and operational efficiency. Through this role, I developed strong analytical, communication, and leadership skills, while consistently contributing to team performance and customer experience excellence.

Senior Executive at Vodafone, Feb 2016 - Oct 2019 · 3 yrs 9 mos, Pune District, Maharashtra, India, Technical Advisor & Quality Assurance Specialist Vodafone UK Description: At Vodafone UK, I worked as a Technical Advisor, providing end-to-end customer support for mobile handset and network-related issues. My role involved troubleshooting complex technical queries, ensuring high customer satisfaction, and maintaining Vodafone’s commitment to service excellence. Alongside this, I also served internally as a Quality Assurance Advisor for two years, where I monitored call quality, managed feedback loops, and supported continuous performance improvement across the team. Key Responsibilities: Delivered technical assistance to customers for mobile handsets, SIM issues, and network troubleshooting. Guided customers through step-by-step technical resolutions, ensuring first-contact problem solving. Handled escalated technical queries with professionalism and empathy. Worked as an internal Quality Assurance (QA) Advisor, responsible for: Monitoring and evaluating call quality and process adherence. Managing FBL (Feedback Loop) processes to provide timely and constructive feedback to advisors. Conducting calibration sessions with team leaders to maintain consistent evaluation standards. Identifying skill gaps and collaborating with trainers to improve agent performance. Supporting overall quality improvement and compliance initiatives across the floor. Achievements: Consistently maintained high quality and customer satisfaction scores. Helped improve advisor performance through effective feedback and coaching. Played a key role in aligning quality metrics with business goals during internal QA tenure. Skills: Customer Support | Technical Troubleshooting | Quality Assurance | Feedback & Coaching | Calibration Management | Process Improvement | Communication Skills | Team Collaboration

Customer Service Representative at Bank of America, May 2008 - Jul 2011 · 3 yrs 3 mos, Mumbai, Maharashtra, India, Role: Customer service Representative – Collections & Training Support Bank of America Description: At Bank of America, I was responsible for managing early-stage mortgage collections (30-day and 60-day delinquencies), assisting customers with repayment solutions, and providing guidance on government relief programs. My role also extended to supporting internal training and performance improvement initiatives. Key Responsibilities: Handled collections for mortgage accounts in 30-day and 60-day delinquency stages with a focus on customer empathy and resolution. Educated and assisted customers in applying for government-backed financial assistance and loan modification programs. Collaborated with the training team to support on-the-job training (OJT) for new executives transitioning to live operations. Monitored Key Performance Indicators (KPIs) and quality scores to ensure compliance and performance excellence. Conducted side-barging and call calibration sessions to provide feedback and coaching for continuous improvement. Supported the “Business as Usual” (BAU) transition phase by mentoring trainees and ensuring process adherence. Skills: Customer Communication | Mortgage Collections | Government Program Assistance | Performance Monitoring | Coaching & Mentoring | Quality Assurance | Process Training | KPI Analysis

Customer Service Representative at Sutherland Global Service Limited, Jan 2007 - Apr 2008 · 1 yr 4 mos, Mumbai, Maharashtra, India, Role: Customer Sales Associate – Hewlett Packard Process Company: Sutherland Global Services Key Responsibilities: Handled inbound and outbound customer interactions for Hewlett Packard (HP), focusing on sales of laptops, printers, cameras, and accessories. Delivered personalized product recommendations and upselling solutions based on customer needs and preferences. Achieved and exceeded monthly sales targets while maintaining high customer satisfaction scores. Managed supervisor and escalation calls, ensuring professional conflict resolution and customer retention. Collaborated with cross-functional teams to streamline the sales process and improve customer experience. Maintained detailed product knowledge and stayed updated on HP’s latest technologies and promotions.

Education

S Y BCOM, Business/Commerce, General, Sikkim Manipal University (SMU)

Train the trainer LEVEL 1, Traning, Skilldify