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About

Operations and Client Management professional with 11+ years of experience in service delivery, client management, and operational performance across domestic and international environments, with exposure to Insurance Operations, Customer Experience, and Contact Center Management. Skilled in SLA/KPI Management, CSAT, FCR/FTR, AHT, Quality Assurance, Escalation Management, Client Calibrations, Root Cause Analysis, Performance Management, and Process Improvement. Proven ability to manage complex operations, strengthen service quality and productivity, identify operational gaps, and drive data-led improvements that enhance customer and business outcomes.

Experience5

  1. Senior Manager – Business Development

    Dec 2024 — Apr 2026

    Woodenstreet Furnitures Pvt. Ltd.

    Managed customer-facing business operations focusing on customer experience, service delivery, and relationship management. Developed strong relationships with customers and business stakeholders by understanding requirements and pain points. Collaborated cross-functionally with Production, Supply Chain and After-Sales teams to support customer needs and timely resolution of service issues. Managed B2B customer relationships and used data insights to identify and correct recurring concerns.

  2. Manager – Operations

    Sep 2023 — Sep 2024

    Mittsure Technologies LLP

    Implemented and administered the company's first internal contact center. Led a team of 35 resources plus Team Leader, QA Lead, Quality Analysts and SMEs. Managed campaigns including customer service, lead generation, sales operations, and data processes. Achieved 80% growth in in-house lead generation over two quarters by driving structured process and team improvements. Monitored market trends and translated insights into operational enhancements.

  3. Assistant Manager, Operations – ( U.S. Insurance )

    Sep 2017 — Sep 2023

    MattsenKumar LLC (now Bill Gosling Outsourcing)

    Progressed from Senior Process Associate to Team Leader and then Assistant Manager. Managed insurance operations workflows, customer and policy servicing, claims support, and process compliance in a U.S. insurance context. Led performance management, quality assurance, escalation handling, and client calibrations over several years.

  4. Process Associate (Technical)

    Nov 2015 — Feb 2017

    The Phone Support

    Provided international B2C customer service via voice channels, resolving technical issues and service-related concerns. Managed accounts and open tickets for 100+ subscribers, focusing on First Time Resolution, Average Handling Time, CSAT, and reducing customer drop rates.

  5. Customer Care Executive

    Apr 2015 — Oct 2015

    Girnar Software Pvt. Ltd.

    Handled B2C customer support through voice and email for CarDekho, managing queries and issue resolution with end-to-end customer assistance.

Education3

  • Bachelor of Commerce

    2013

    JNV University, Jodhpur, Rajasthan

  • 12th Commerce Economics

    2009

    Central Academy, Jodhpur, Rajasthan

  • 10th CBSE Board

    2007

    Central Academy, Jodhpur, Rajasthan