Accomplished in elevating operational efficiency and quality control at Conneqt Business Solutions Limited, I leverage expertise in process improvement and team leadership. My tenure has been marked by pioneering cross-functional collaboration and enhancing regulatory compliance, significantly boosting team productivity and operational standards. Skilled in audit management and strategic planning, I excel in driving performance and customer satisfaction.
Overview
20
20
years of professional experience
Work History
Senior Manager - Quality
Conneqt Business Solutions Limited
08.2023 - Current
Company Overview: Formerly known as Tata Business Support Services LTD, Pune - Since Jul’06
Experience in managing Quality function for Retail, Emerging & Healthcare domain
Develop and implement quality control processes, procedures, and policies to ensure that products or services meet or exceed customer expectations
Monitor and analyze data related to quality control processes, identifying trends, and making recommendations for improvement
Lead and manage a team of quality control personnel, providing guidance, coaching, and support as needed
Communicate with other teams, departments, and stakeholders to ensure that quality control processes are aligned with business objectives
Perform audits of quality control processes, identifying areas for improvement and making recommendations for corrective action
Manage and maintain quality control documentation, ensuring that all necessary records and reports are accurate and up-to-date
Train team members on quality control processes, procedures, and policies, ensuring that they have the knowledge and skills necessary to perform their jobs effectively
Participate in cross-functional teams to develop and implement new products or services, ensuring that quality control processes are integrated into the development process
Stay up-to-date with industry trends and best practices related to quality control, sharing knowledge and insights with team members and stakeholders
Formerly known as Tata Business Support Services LTD, Pune - Since Jul’06
Senior Manager Operations
Conneqt Business Solutions Limited
04.2022 - 07.2023
Company Overview: Formerly known as Tata Business Support Services LTD, Pune - Since Jul’06
Experience in managing leading Retail E commerce Customer Support
Managing Inbound, Chat, Back Office, Email, Social Media
Conducting weekly/month and quarterly reviews to assess quality, timeliness and compliance of deliveries
Provided strong leadership to enhance team productivity and morale
Implemented and developed operational standards, policies and procedures
Developed proposals and presentations for internal and external audiences
Formerly known as Tata Business Support Services LTD, Pune - Since Jul’06
Operations Manager
Conneqt Business Solutions Limited
04.2018 - 03.2022
Company Overview: Formerly known as Tata Business Support Services LTD, Pune - Since Jul’06
Experienced in Managing leading Retail E commerce Customer Support/Seller Support
Managing Inbound, Outbound, Email, Social Media, Sales Process
Experience in managing Online Payment Solutions Process – Inbound, Outbound, Email
Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports
Created, managed, and executed business plan and Projects streamlining non-performing processes
Improved productivity while reducing staffing and operational costs, maintain tight cost controls and maximize business operational efficiency
Actively Managing Audit Compliance for internal & External stakeholders
Managing inventory and cost compliance
Formerly known as Tata Business Support Services LTD, Pune - Since Jul’06
Deputy Manager Operations
Conneqt Business Solutions Limited
09.2014 - 03.2018
Company Overview: Formerly known as Tata Business Support Services LTD, Pune - Since Jul’06
Diverse experience in managing: B2B enterprise collections for leading major brand for India/APAC and ROW
Managed Retail, Utility & Government accounts – For Leading Brands
Conducting weekly/month and quarterly reviews to assess quality, timeliness, and compliance of deliveries, maintain cost controls and maximize business operational efficiency
Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports
Develop targeted improvements and implement changes resulting in enhancing profitability
Supported regulatory compliance by overseeing all audits to verify protocol adherence
Active member of “Ethics Committee” for Pune location
Formerly known as Tata Business Support Services LTD, Pune - Since Jul’06
Team Manager Operations
Conneqt Business Solutions Limited
06.2011 - 08.2014
Company Overview: Formerly known as Tata Business Support Services LTD, Pune - Since Jul’06
LOB Head for PAN India Sales for leading D2H service Provider - ARPU
Lead the 1st Technical Sales Process Transition @Pune Location
Lead Sales Team for “West” for Media Vertical
Managed Escalation & Elite Customer base for Media Vertical
Providing inputs to the planning teams on upcoming event and campaigns to maintain staffing as per call arrival pattern According to the forecast
Mentoring and guiding teams in preparing and sharing process improvement plan
Complete ownership on People Development, Attrition Management and maintaining overall CSAT above target
Managing clients from varied sectors on various operational parameters including CSAT and Sales
Conducting weekly/month and quarterly reviews to assess quality, timeliness and compliance of deliveries
Formerly known as Tata Business Support Services LTD, Pune - Since Jul’06
Sr. Team Lead Operations
Conneqt Business Solutions Limited
04.2010 - 05.2011
Company Overview: Formerly known as Tata Business Support Services LTD, Pune - Since Jul’06
Spearheaded Back Office/Retention for West Location
Formerly known as Tata Business Support Services LTD, Pune - Since Jul’06
Team Lead
Conneqt Business Solutions Limited
11.2008 - 03.2010
Company Overview: Formerly known as Tata Business Support Services LTD, Pune - Since Jul’06
Managed Technical & Customer Service Desk
Formerly known as Tata Business Support Services LTD, Pune - Since Jul’06
Customer Care Executive/Sr.Customer Care Executive
Pagepoint Services PVT LTD
07.2006 - 10.2008
Handling Customer queries/disputes/request for the below mentioned LOB
Escalation & VVIP Desk
Technical Support
Customer Service
Part Time Customer Care
Pagepoint Services PVT LTD
03.2005 - 02.2006
Worked as Part Time Customer Care for Leading Telecom Service Provider
Education
BA - Economics
Pune University
Skills
Quality control
Process improvement
Team leadership
Regulatory compliance
Customer service
Performance evaluation
Operational efficiency
Cross-functional collaboration
Audit management
Operations management
Talent development
Strategic planning
Complex Problem-solving
Cross-functional team leadership
Personal Information
Date of Birth: 12/02/85
Marital Status: Married
Languages
English
Hindi
Marathi
Tamil
Notable Accomplishments
Received 'Xtra Miler Award' for Managing Transition of Escalation & Back Office
Received Best Performer Award for CHURN Management
Rewarded with the Sales Champ Award-Team Manager by CEO & MD Media Vertical
Achieved Highest Collection record for the Financial Year 2016-17 for B2B Collections Domestic & International for Telecom Client
Successfully managed Transition for various Projects (Escalation, Back Office, Churn, OB Campaigns, PAN India Collections, E Commerce Projects, Payment Platform projects)
Client Appreciation for Managing EOSS efficiently for E Commerce (2018-19)
Client Appreciation for Outperforming in E Commerce across other partner’s. (2019-20)
Client Appreciation for consistently achieving 90% CSAT (2024-25) for reputed and leading Real Estate brand
Professional Enhancements
Undergone the following Trainings
On-TRAC Workshop.
Gold Standard Customer Service
Green Belt
Timeline
Senior Manager - Quality
Conneqt Business Solutions Limited
08.2023 - Current
Senior Manager Operations
Conneqt Business Solutions Limited
04.2022 - 07.2023
Operations Manager
Conneqt Business Solutions Limited
04.2018 - 03.2022
Deputy Manager Operations
Conneqt Business Solutions Limited
09.2014 - 03.2018
Team Manager Operations
Conneqt Business Solutions Limited
06.2011 - 08.2014
Sr. Team Lead Operations
Conneqt Business Solutions Limited
04.2010 - 05.2011
Team Lead
Conneqt Business Solutions Limited
11.2008 - 03.2010
Customer Care Executive/Sr.Customer Care Executive
<ul>
<li>Spearhead the management and oversight of the National Bio and Agro-Defense Facility (NBAF) project, a pivotal national asset developed in partnership with the U.S</li>
<li>Department of Agriculture (USDA) and the U.S</li>
<li>Department of Homeland Security (DHS)</li>
<li>Collaborate with USDA and DHS stakeholders to ensure a seamless transition of operations and mission capabilities from the aging Plum Island Animal Disease Center (PIADC) to NBAF, ensuring uninterrupted research, diagnostics, and training essential to national security</li>
<li>Lead the operational endurance phase, validating work processes and laboratory setups to guarantee compliance with the highest safety and biocontainment standards, particularly in biosafety level-4 (BSL-4) environments</li>
<li>Act as the hiring manager, conducting interviews and selecting high-quality employees to ensure the success of both DCA and NBAF</li>
<li>Serve as a subject matter expert pert for the payroll system Paychex, overseeing and approving payroll for 63 officers biweekly while managing paid time off and leave requests to maintain the security posture for the facility</li>
<li>Monitor project milestones, providing critical updates to senior management and stakeholders while ensuring alignment with USDA's mission objectives and federal guidelines</li>
<li>Direct the development and execution of strategic initiatives to facilitate efficient collaboration with federal partners, ensuring all laboratory operations adhere to regulatory requirements set forth by the Federal Select Agent Program (FSAP)</li>
<li>Foster a culture of excellence and professionalism within the team, emphasizing rigorous training, safety compliance, and operational integrity as key components of NBAF's mission to safeguard public health and the nation's food supply</li>
<li>Monitored budgeting activities by tracking expenditures and providing regular updates to management.</li>
<li>Analyzed existing processes within a department or organization in order to identify areas for improvement or increased efficiency.</li>
<li>Implemented quality control measures throughout each stage of a project's lifecycle.</li>
<li>Worked closely with senior managers to ensure that all projects were completed according to schedule.</li>
<li>Conducted research on potential vendors, suppliers, contractors and subcontractors for projects.</li>
<li>Provided administrative support to the Project Manager in order to facilitate successful project outcomes.</li>
<li>Prepared monthly progress reports summarizing key accomplishments achieved since the last report.</li>
<li>Trained junior staff on best practices for managing multiple projects simultaneously.</li>
</ul> at Defense Contracting Activity, LLC<ul>
<li>Spearhead the management and oversight of the National Bio and Agro-Defense Facility (NBAF) project, a pivotal national asset developed in partnership with the U.S</li>
<li>Department of Agriculture (USDA) and the U.S</li>
<li>Department of Homeland Security (DHS)</li>
<li>Collaborate with USDA and DHS stakeholders to ensure a seamless transition of operations and mission capabilities from the aging Plum Island Animal Disease Center (PIADC) to NBAF, ensuring uninterrupted research, diagnostics, and training essential to national security</li>
<li>Lead the operational endurance phase, validating work processes and laboratory setups to guarantee compliance with the highest safety and biocontainment standards, particularly in biosafety level-4 (BSL-4) environments</li>
<li>Act as the hiring manager, conducting interviews and selecting high-quality employees to ensure the success of both DCA and NBAF</li>
<li>Serve as a subject matter expert pert for the payroll system Paychex, overseeing and approving payroll for 63 officers biweekly while managing paid time off and leave requests to maintain the security posture for the facility</li>
<li>Monitor project milestones, providing critical updates to senior management and stakeholders while ensuring alignment with USDA's mission objectives and federal guidelines</li>
<li>Direct the development and execution of strategic initiatives to facilitate efficient collaboration with federal partners, ensuring all laboratory operations adhere to regulatory requirements set forth by the Federal Select Agent Program (FSAP)</li>
<li>Foster a culture of excellence and professionalism within the team, emphasizing rigorous training, safety compliance, and operational integrity as key components of NBAF's mission to safeguard public health and the nation's food supply</li>
<li>Monitored budgeting activities by tracking expenditures and providing regular updates to management.</li>
<li>Analyzed existing processes within a department or organization in order to identify areas for improvement or increased efficiency.</li>
<li>Implemented quality control measures throughout each stage of a project's lifecycle.</li>
<li>Worked closely with senior managers to ensure that all projects were completed according to schedule.</li>
<li>Conducted research on potential vendors, suppliers, contractors and subcontractors for projects.</li>
<li>Provided administrative support to the Project Manager in order to facilitate successful project outcomes.</li>
<li>Prepared monthly progress reports summarizing key accomplishments achieved since the last report.</li>
<li>Trained junior staff on best practices for managing multiple projects simultaneously.</li>
</ul> at Defense Contracting Activity, LLC