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About

Seasoned operations and customer-support professional with 11 years of experience across BPO and IT services. Demonstrated expertise in client relationship management, sales enablement for e-commerce sellers, quality assurance, fraud detection, team leadership and process improvement. Proven track record of driving seller performance, resolving escalations, and optimizing workflows. Skilled in MS Excel, Google Sheets, database management and data analysis, with strong communication and leadership abilities aimed at improving customer satisfaction and business outcomes.

Experience6

  1. Senior Associate

    2025 — Present

    CoolBoots Media PVT LTD

    Provided expert guidance to clients on crafting compelling resumes and LinkedIn profiles tailored to target roles and ATS optimization. Developed customized resume content incorporating industry-specific keywords and formatting for higher visibility. Collaborated with clients to translate career goals and qualifications into concise, impactful narratives.

  2. Business Development Associate

    2021 — 2025

    Navus IT Services

    Collaborated with Amazon sellers to optimize storefronts, product listings, and marketing strategies increasing sales and visibility. Provided consultative support on account management, inventory database optimization, order fulfillment, and customer service best practices, alongside technical advice on C, C++, HTML, and SQL. Proactively identified and resolved seller issues, escalating complex cases for timely resolution. Awarded Employee of the Year in 2023 for outstanding business growth and customer satisfaction contributions.

  3. Quality Analyst

    2021 — 2021

    Customer Support Mas Callnet

    Conducted quality assurance on international document verification processes to ensure accuracy and regulatory compliance. Applied fraud detection techniques to identify and mitigate risks, protecting data integrity. Collaborated with teams and external vendors to resolve discrepancies and improve process efficiency.

  4. Shift Team Leader

    2018 — 2021

    Bharti Airtel LTD

    Led and mentored a team of customer service representatives, delivering high-quality customer experiences and achieving performance targets. Managed high-volume customer interactions, resolved escalations, and drove sales of postpaid and prepaid connections by promoting products and offers, consistently exceeding sales targets. Fostered a collaborative environment supporting coaching and development initiatives.

  5. Shift Team Leader

    2015 — 2018

    Vodaidea Limited

    Supervised and motivated customer service teams to deliver excellent service and meet performance standards. Managed multi-channel interactions, addressed complaints, and provided timely solutions. Drove sales of telecom products and services, contributing to revenue growth. Conducted coaching and training to improve team capabilities and performance.

  6. Telerecruiter

    2015 — 2015

    Magus Customer Dialog (Mera Job India)

    Conducted high-volume phone screenings and preliminary candidate assessments for various roles. Evaluated candidate qualifications and presented suitable candidates to hiring managers. Built rapport with candidates using effective communication and guided them through the recruitment process.

Education4

  • MCA

    2016 — 2018

    Maharishi Dayanand University (MDU) - Rohtak

    Computers

  • B.C.A.

    2012 — 2015

    Maharshi Dayanand University, Rohtak

    Computer Applications (General)

  • XIIth

    2008 — 2010

    CBSE

    English

  • Xth

    2007 — 2009

    Haryana

    Hindi