Sabha Afshan
Bangalore
Summary
Results-driven Assistant Program Manager with extensive experience in project management and strategic planning. Demonstrated ability to lead diverse teams and communicate effectively under pressure. Proven track record of coordinating multiple projects simultaneously, enhancing operational efficiency, and promoting team collaboration.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Assistant Program Manager
247.ai
Bangalore
01.2023 - Current
- Managed daily operations, ensuring adherence to company policies and procedures.
- Established partnerships with external organizations to drive transformative business opportunities.
- Managed allocated budgets effectively to fulfill client needs and reward employee contributions.
- Identified potential risks associated with operations activities and developed mitigation strategies.
- Collaborated with stakeholders to identify program risks and devised mitigation strategies.
- Promoted industry best practices to maintain high-quality service standards.
- Analyzed data trends to inform decisions and enhance overall performance output.
- Streamlined operational processes across departments to boost efficiency.
- Mentored team leaders to achieve optimal business outcomes and performance improvements.
- Set short- and long-term goals aligned with organizational objectives.
Senior Program Manager
247.ai
Bangalore
01.2021 - 01.2023
- Managed weekly business reviews, client interactions, and escalations to enhance communication.
- Ensured delivery of client KPIs and sales targets, including service levels and compliance measures.
- Oversaw performance and compliance metrics for BFSI account, achieving and exceeding targets.
- Planned staffing adherence for programs, meeting projected forecasts consistently.
- Accountable for operational performance across client areas, surpassing all critical metrics.
- Identified and analyzed emerging trends to develop strategic and tactical plans.
- Developed project roadmaps to align with organizational objectives and client requirements.
- Led cross-functional teams to execute strategic initiatives effectively.
Assistant Manager Operations
247.ai
Bangalore
01.2019 - 01.2021
- Managed all KPIs of the programs - Travel Domain & BFSI domain.
- Client Retention, Sales Relationship & Revenue Management.
- Manage a span of 70+ executives and 5 Team Leaders.
- New Hire Management - Training and Nesting framework and deliverance.
- Worked with senior management and other peers for strategy development and execution planning.
- Raised Proactive flags on any breakages that might impact customer & agent experience.
Team Leader - Quality
247.ai
Bangalore
01.2015 - 01.2019
- Handled a team of 9 Quality Assurance Executives - Creating & maintaining weekly & monthly targets.
- Initiatives to drive program performance improvement & mitigate critical errors.
- Conduct Fraud, FMEA & Hygiene Assessments.
- Handled Social Media platform grievances.
- Identifying TNIs & create improvement action plan.
- Creating SIPOC, SOPs and Process flows for different call scenarios.
- Reviewing New Hire content and suggesting process requirements-based modules.
- Conducting RCA and generating recommendations for process improvement.
- Creating Predictive Models for the KPI of the process.
Senior Quality Analyst
247.ai
Bangalore
01.2012 - 01.2015
- Identified compliance or non-compliance with applicable policies & procedures and delivered detailed, clear and professional performance feedback.
- Skillfully enhanced and sustained the operational transaction of the Process.
- Skillfully maintained internal quality calibration levels at required variance and an acceptable level of data entry accuracy.
- Recognized and highlighted the further opportunities for the enhancement of services and process.
- Effectively enhanced and sustained the transaction Quality of the Process.
- Enhanced the overall call quality score by assisting the operations and team leaders in innovative methods.
- Played a major role in conducting Standard Compliance Checks and efficiently interacted with clients & head of operations.
Customer Service Advisor
247.ai
Bangalore
01.2011 - 01.2012
- Responding to the shopping queries of the customers.
- Maintained scores on all the critical metrics and delivered an exceptional customer service.
- Played a significant role in mentoring new hires and offered real-time support to manage the scores.
Customer Care Representative
Kingfisher Airlines
Bangalore
01.2010 - 01.2011
- Assisted customers with service-related queries & ensured exceptional customer service.
- Maintained the critical marking metrics for sales and services.
- Effectively mentored new employees by knowledge transfer and support.
Education
Graduate Certificate -
Goodwill Composite Collage
Bangalore, IndiaSkills
- Operations management
- Financial budgeting
- Business evaluation
Client relationship management
- Team collaboration
- Risk mitigation
Stakeholder engagement
- Creative problem solving
- Scope management
Personnel leadership
- Strategic planning
- Quality control
- Interpersonal communication
Cross-functional leadership
- Project oversight
- Data analysis
Business development
- Program enhancement
- Performance analysis
Data-driven decision making
- Adaptability and flexibility
- Business strategy development
- Process improvement
- Brand development
- Performance standards analysis
- Time management
- Operational excellence
- Growth initiatives and strategy
- Teamwork and multitasking skills
- Employee engagement forecasting and management
Awards
- Leadership Excellence Award
- Founders Forum Committee Member
- Diversity Champion
Hobbies and Interests
- Reading
- Photography
- Watching Series
- Singing
Languages
- English
- Kannada
Personal Information
- Date of Birth: 04/05/90
- Nationality: Indian
- Place of Birth: Bangalore
Affiliations
SASH Committee Member
DI&E Council Member
Founders Forum Member
CSR Volunteer
Young Mentor
Certification
Edifice certification
Elevate certification
Strategic thinking training and implementation
Timeline
Assistant Program Manager
247.ai
01.2023 - Current
Senior Program Manager
247.ai
01.2021 - 01.2023
Assistant Manager Operations
247.ai
01.2019 - 01.2021
Team Leader - Quality
247.ai
01.2015 - 01.2019
Senior Quality Analyst
247.ai
01.2012 - 01.2015
Customer Service Advisor
247.ai
01.2011 - 01.2012
Customer Care Representative
Kingfisher Airlines
01.2010 - 01.2011
Graduate Certificate -
Goodwill Composite Collage
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