Saurabh Aggarwal

Leading a team of over 50 operations professionals, responsible for managing daily operations, process improvement initiatives, and customer service.

Implemented Six Sigma methodologies resulting in a 20% reduction in errors and automation of processes leading to a 45% increase in efficiency

Developed and executed strategic plans to enhance operational performance, customer satisfaction, and business growth

Managed multiple projects simultaneously, ensuring on-time delivery and exceeding customer expectations

Mentored and coached team members to reach their full potential, resulting in high morale and employee engagement

Projects: Job Acquisition | Taxonomy | Building Machine Learning Data for various Data Science projects

Feb 2010: Assistant Manager (Credit One Bank - US Inbound C2B)

Oct 2012: Manager (Credit One Bank - US Inbound C2B)

• Managing daily operations for project headcount of 385 operations resources and support staff in various portfolios – Voice English/Spanish, Chat process and Transaction services. Executed Process Improvement Projects on AHT and Call Quality

• Leading workflow distribution and floor management to ensure service levels are satisfied

June 2003: Technical Support Executive: Dial Up (Breathe Technologies - UK) >> DSL (SBC Yahoo!) >> First Tier Mainframe support (Candle Corporation)

May 2006: Performance Improvement Coach - SBC Yahoo DSL Support

June 2007: Team Leader - British Telecom Inbound Customer Service