Laxmi Barui

Results-driven management professional with proven ability to lead teams to success. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. Adept at strategic planning, process improvement, and fostering culture of accountability and excellence. Known for adaptability and consistently meeting changing organizational needs.

• Bill Gosling (Previously named as MattsenKumar (LLC)), Gurgaon, Manager Service Delivery, 03/23 - 03/24, Handled multiple projects/Clients – Inbound, Outbound, E Mail, social media & Sales - Deals in Loans & Financial Products/NBFC, Responsible for smooth operational transitions, target sales achievement, recruitment, new projects launch’s, Billing Projections and Actuals delivery, performance metrics achievement along with meeting compliance and customer service targets, Responsible for Client Communications, escalation management, meeting customer service goals, operational reviews, delivery of Transactional Quality, Shrinkage & Attrition
• Personiv/eClerx, Gurgaon, Assistant Manager Sales, Customer Service Operations & Compliance Manager, 12/20 - 02/23, Handled smooth operational transitions, managing customer experience, Customer Satisfaction Surveys, NPS/VOC metrics achievement along with meeting overall compliance target for the process, Handled day to day activities along with ensuring quarterly, monthly, and weekly business reviews were prepared and shared timely, Ensured all end day reports were timely prepared and shared with stakeholder and clients
• Callco Info Pvt Ltd (Previously as Mann Travel), Assistant Manager Operations – Customer Service, Sales & Compliance Governance, 12/17 - 03/20, Handled smooth customer service operations for Australia, New Zealand, and UK International Flight Operations Projects, Managed Headcount of 106 agents, 06 Team Leaders, and 05 Support Function people, Responsible to ensure each project either Voice or Chat meets their individual operational metrics along with achieving total Ticket Count, Sales Target, Quality and Customer Service, Conducted regular training sessions to enhance the team's product knowledge and customer service skills, Monitored and evaluated team performance through key performance indicators (KPIs) to ensure service excellence, Successfully resolved escalated customer issues, turning dissatisfied customers into loyal advocates
• AM Infoweb Private Limited, Team Leader Operations for USA Multiple Processes, 10/15 - 10/17, Handled performance and reporting of US Social Security Administration's medical records uploading process, Upselling and Cross Selling, Client Handling – Escalation Management and Case Studies, Handled setting up new projects and ensure it is working with full ability with greatest level results
• First Source Solutions Ltd, Process Leader, 01/07 - 10/12, Assist/support Customer service Operations in planning, organizing, executing and achievement of production goals, targets, Lead the CSAs by motivating them to achieve the team’s SLA, timely reviews, and client calibrations, Consistently achieved all KPI's and SLA's set by clients

• Good ability in Outlook-express and Microsoft office
• Ability in Excel and reporting, problem solving and analytical skills

• Provided top-notch customer service to telecom customers handling inquiries and resolving issues effectively
• Trained new customer service representatives on company policies, procedures, and customer engagement strategies
• Collaborated with other departments to streamline communication channels and improve overall customer experience
• Awarded as the Best Team Leader twice & handled two profiles - Process Leader and Trainer
• Worked closely with Reporting and recruitment teams to ensure maximum and prompt output
• Yellow Belt & Six sigma 7-Qc tools trained
• On-Trac STAR Certified Process Leader, FOCUS training certified under LMD programmes, Certified 'Train the Quality' programme

• Supervised team of 280 staff members.
• Achieved 95% by completing training with accuracy and efficiency.
• Led the development and execution of process improvements that resulted in a significant reduction in call handling time or increased first-call resolution rates.
• Built strong relationships with key clients, resulting in long-term contracts, expansion of services, and a high level of client satisfaction.
• Fostered collaboration with other teams such as HR, IT, and Training to ensure smooth operations and address challenges quickly.
• Developed and implemented a robust quality assurance program that consistently delivered high-quality results, reduced errors, and improved customer satisfaction.
• Implemented strategies to upsell premium services (e.g., business class upgrades, travel insurance, concierge services), which boosted overall sales and customer satisfaction.

Lean Six Sigma Yellow Belt Certification (LSSGB) - IASSC Lean Six Sigma Certification Board.