About
Operations and Data Analytics professional with 12+ years of experience across customer operations, team leadership, performance management, reporting and data analysis. Experienced in managing teams, monitoring KPIs, preparing Excel-based MIS reports and dashboards, analyzing workforce and performance data, handling escalations, coaching associates and supporting data-driven operational decisions.
Experience6
Senior Team Leader
Oct 2021 — Mar 2025iEnergizer IT Services Pvt. Ltd.
Led an operations team of 15–20 associates in international chat support, managed KPIs and service delivery. Subsequently led analysts for operational reporting and data analysis supporting workforce and performance reporting. Developed Excel macros and VBA-driven reporting tools improving accuracy and efficiency. Oversaw workforce and attendance reporting for 450+ employees.
Team Leader
Oct 2019 — Sep 2021iEnergizer IT Services Pvt. Ltd.
Supervised day-to-day international chat support operations and monitored KPIs including productivity and quality. Prepared MIS reports and performance trackers using Excel; analyzed team and individual performance and provided insights. Coached team members and supported process improvements.
Subject Matter Expert
Jan 2019 — Sep 2019iEnergizer IT Services Pvt. Ltd.
Provided process guidance, quality monitoring, reporting support, and resolution assistance for complex customer and operational issues. Trained associates and reviewed performance data to identify gaps and corrective actions.
Senior Executive Customer Service
Sep 2015 — Dec 2018iEnergizer IT Services Pvt. Ltd.
Handled high-volume international chat support for billing, account and service issues while meeting AHT, quality, productivity and customer satisfaction targets. Recognized as Annual Top Performer in 2016 and 2018.
Sr Customer Care Officer
Apr 2012 — Mar 2014Convergys India Services Pvt. Ltd.
Provided international chat support, resolved complex customer concerns, and maintained quality, productivity, and SLA standards.
Executive – Operations
Dec 2009 — Jan 2011Aegis Limited
Handled inbound/outbound domestic customer support and service requests while maintaining daily performance targets.
Projects2
Workforce & Attendance Reporting
Managed attendance and workforce reporting for 450+ employees including utilization and login-hour analysis, data validation and structured management reporting. Built and maintained Excel reporting templates to consolidate operational data and produce consistent management-ready reports.
- Microsoft Excel
- Excel Macros
- VBA
Survey Validation & Compliance Reporting
Delivered structured analytical reports and operational insights to leadership; supported compliance monitoring through data validation and reporting to maintain accuracy and process adherence.
- Data Validation
- Reporting
Education2
M.A. English
2007 — 2009M.J.P. Rohilkhand University, Bareilly
B.A.
2004 — 2007M.J.P. Rohilkhand University, Bareilly
Arts