Vandana Sarin

Operations Management

• Managed staffing, triaged cases, enforced policies, and flagged peak volumes.

Quality & Escalations

• Led QA reviews, gave feedback, and handled escalations.

Training & Support

• Developed and distributed training materials.

Metrics & Scheduling

• Analyzed performance, adjusted in real-time, and supported scheduling.

Case Resolution

• Resolved cases and backlogs when needed.

• Supervised a team of 25 associates, monitoring work and attendance, and coaching them to meet performance targets.
• Managed KPIs, SLAs, and CSAT, ensuring service delivery met contractual and financial expectations.
• Handled escalated customer calls, conducted team meetings, and organized team activities.
• Drove team adherence to schedules, managed performance appraisals, and implemented improvement plans.
• Led continuous improvement efforts and presented weekly reviews to management.
• Applied performance management strategies and oversaw employee career development.

• Led sales operations for multiple commercial projects through channel partners and direct sales.
• Monitored sales progress, revenue, CRM activities, and promotional efforts.
• Managed project listings on real estate platforms like Magic Bricks and 99acres.
• Coordinated follow-ups with telecalling and field support teams for customer site visits.
• Handled direct and indirect sales, client support, retention, and lead generation.

• Managed daily tasks, reporting, and performance monitoring for a team of 5-10 Process Specialists.
• Ensured adherence to SLAs, focusing on productivity, TAT, and accuracy.
• Provided regular coaching and feedback to improve team performance and quality.
• Handled customer escalations via email, chat, and calls, while communicating process updates to the team.

• Onboarded new hires, ensuring quick productivity.
• Managed client interactions and mentored Process Developers.
• Trained teams on critical accounts in AON Invoicing Surety Processing.
• Handled client escalations via email, chat, and calls.
• Maintained high productivity and accuracy, managing an average of 40 SRs daily.
• Excelled in team management, report preparation, office administration, and escalation handling.

• Managed desk operations, new product launches, and shade card development.
• Handled phone orders, followed up with customers, and ensured issue resolution within SLA.
• Drove sales by meeting targets and informing customers about trends and products.
• Participated in client and employee meetings, fostering strong relationships.
• Resolved queries via phone, email, chat, and in person, ensuring first-time resolution.
• Addressed complaints and escalations professionally.
• Collaborated with departments to resolve customer issues.