About Me
I am a Dubai based corporate professional carrying varied experience in multiple line of businesses within industries like HRMS, Fintech, ECommerce, Retail and Quality Assurance. I have had the opportunity to work with renowned MNCs and global leaders eventually earning myself years of corporate prowess.
The constant feature in my career has been client operations which has built my strong background in relationship management, business operations and communications in business models like B2B & B2C.
Writing is my special skill which I use not only in business communications and content writing but also as a hobby. It does seem like a significant shift but when I am offline, I love to write about History and Politics for personal blogs.
People Management is yet another skill under my belt with exposure to leading corporate trainings.
I have been instrumental in implementing and stabilizing Quality Control by developing fitting metrics and guidelines strictly adhering to SLAs which resulted in improved performance trends for the team and ultimately overall department efficiency.
While managing Client Services department, I have worked in conjunction with product teams for new requirements/change requests, fixing bugs and product enhancement plan which gave me clear direction and knowledge about product management specifics, Do’s & Don’ts, distinct modus operandi for issue prioritization within product team, estimation rules and Kanban methodology. It was undoubtedly worthwhile knowing the logic followed by product teams towards issues and what to anticipate and what not. It helped me in taking customer experience to a whole new level.
As far as my Compliance experience goes, I have worked in alignment with Fraud & Investigation team leading up to closure of legions of scam and attempted fraud cases which came about on the online marketplace platform. This experience made me well-versed in KYC and Identity Verification practices.
Consequently, I am at this point a multi-faceted professional with super confidence in operations side of the business and everything that it entails while being super stacked with essentials of other important business divisions which go hand in hand.
It sure does feel great to be in a phase of my career wherein I can speak of a lot that I have learnt and achieved and what makes it exciting is that my learning is not restricted to a single unit of business and I have managed to garner a stockpile of skills by reason of my cross-functional career path.
Education
University of Delhi
Arts & Humanities
Work & Experience
Manager
Retail Unity
• Manage corporate communications • Manage global business relationships ↔ Retention ↔ Client Lifecycle ↔ Operations ↔ Product Success • Work with cross-functional teams to develop & update cross-platform communications content strategy • Create/update SOPs, email templates for client services team and business glossary for overall company staff • Lead standardization projects to improve team efficiency • Maintain documentation on all CS activities and segments • Collaborate with IT/Non-IT teams to fix recurring issues and discuss ideas on process automation • Hire expert employees ↔ Deliver corporate training
Senior Client Advisor
Guru Network
• Manage business escalations ↔ Client Operations • Work with Marketing team to plan communications materials and develop relevant media content • Create & update training documents • Create & update SOPs ↔ Prepare email templates for operations • Lead Quality Audits ↔ Deliver product & soft skills training • Update help center to reflect latest CRM guidelines and UI navigation for internal & external usage • Align with Risk Management team
