Summary
Overview
Work History
Education
Skills
Timeline
Generic

Rochelle Verma

Operations Lead
Mumbai

Summary

Versatile and result-driven, strategic professional with over 20 years' experience and a proven track record of optimizing customer service operations to enhance customer satisfaction, drive revenue growth, and improve overall operational efficiency. Acknowledged for integrity, high professional standards, and consistently meeting key program deliverables, customer-service orientation, big-picture vision, to deliver projects stamped with a characteristic blend of detail and cost-effectiveness.

Overview

21
21
years of professional experience
6
6
years of post-secondary education
2
2
Languages

Work History

Director Operations

Blue Sky HR Solutions
Mumbai
04.2023 - 11.2023
  • Building Operations Leadership: Built and led a team of experienced business professionals to successfully manage AGM operations for corporate clients at a startup.
  • Corporate Event Management: Monitored end-to-end operational processes, ensuring seamless execution of events and adherence to client specifications.
  • Strategic Initiatives: Collaborated closely with internal and external stakeholders to understand event requirements, contributing to the development of tailored solutions.
  • High Profile Client Engagement: Implemented effective project management strategies, resulting in the successful delivery of high-profile events within specified timelines and budgets.
  • Experience Enhancement: Established and maintained strong relationships with clients, understanding their unique needs and aligning operational strategies accordingly.
  • Problem Solving: Demonstrated adaptability and problem-solving skills in a dynamic event management environment, ensuring the smooth resolution of challenges as they arose.

Chief Operating Officer

Chorus Call Conferencing Services
10.2006 - 03.2023
  • Operations Expansion: Spearheaded the establishment and growth of the Operations department from inception.
  • Office expansion: Set up operations centres across India to manage the growing client base.
  • Accounts Managed: 3000 customers from diverse verticals such as IT, Pharma, Banking and Financial, Petroleum, and several Associations.
  • Clients handled: Over 1.5 lakh clients across multiple geographies including India.
  • Implemented strategic initiatives to boost customer satisfaction and retention.
  • Successfully delivered high-stakes projects for clients such as PwC, KPMG, TCS, Infosys, ICICI Bank, HDFC Bank, ITC, and others.
  • International Process Consolidation: Set up and managed the India operations desk for VetAssess, training agents to conduct remote skill assessments.
  • Global Project Management: Oversaw service delivery for international projects across the US, Europe, and Australia.
  • Key Account Management: Played a key role in enhancing client event services, resulting in increased satisfaction and new business wins.
  • Organized large-scale virtual exhibitions for the Indo-American Chamber of Commerce, The Eco Factory Foundation and DSTA.
  • Delivered compliant solutions for NSDL and other regulatory bodies for virtual and hybrid AGMs across India.
  • Partnered with sales teams to design tailored solutions for new business opportunities.
  • Built a robust escalation desk: Skilled in escalation handling, root cause analysis, and effective decision-making.
  • Drove team performance across multiple projects, maintained operational metrics, and ensured revenue realization.
  • Instrumental in ISO certification documentation and compliance, with ongoing audits and data log maintenance.

Customer Service Advisor

3 Global Services (Tech Mahindra)
Mumbai
08.2004 - 07.2006
  • Manage day-to-day interactions with clients and trainees to process queries, requests and updates, analyze processes, conduct root cause analysis & implement solutions as part of continuous improvement initiatives.

Customer Service Executive

Wipro (Spectramind)
Mumbai
10.2002 - 07.2004
  • Managed inbound customer calls, providing effective and timely resolution to queries and issues.
  • Handled customer escalations with professionalism and efficiency.
  • Led a team of 13 service representatives, providing guidance, support, and performance oversight.

Education

Bachelor of Arts - Psychology, Sociology

St. Xavier's College
Mumbai, India
06.1996 - 03.2002

Skills

  • Project Management

  • Cross-Cultural Communications

  • People Management

  • Process Optimization

  • Revenue Growth and Retention

  • Research & Analysis Skills

  • Process improvements

  • Strategic planning and execution

Timeline

Director Operations

Blue Sky HR Solutions
04.2023 - 11.2023

Chief Operating Officer

Chorus Call Conferencing Services
10.2006 - 03.2023

Customer Service Advisor

3 Global Services (Tech Mahindra)
08.2004 - 07.2006

Customer Service Executive

Wipro (Spectramind)
10.2002 - 07.2004

Bachelor of Arts - Psychology, Sociology

St. Xavier's College
06.1996 - 03.2002

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Rochelle VermaOperations Lead