About
Senior customer experience and customer service leader with 10+ years’ experience improving UK utilities and insurance operations through SLA-driven front-line delivery, high-escalation resolution, and compliant billing/payment strategies. In SAP ISU/SAP CRM water utility workflows, owned end-to-end onboarding and lifecycle setup for 1,000+ residential/commercial customers and executed interim/annual billing, reducing billing errors by 60% through structured QA and UK regulatory compliance. Led and coached 10–15 agents and maintained day-0 SLA performance with 100% work completion; delivered 100% work-quality improvement over six months via tracker-based audits, root-cause analysis, and dispute/refund handling (including AML-aligned documentation). Advanced reporting with Excel and workflow tools (AS400/Indexing, Citrix, CRM/queue management) to strengthen retention outcomes and reduce repeat issues while improving throughput.
Experience4
Customer Experience Specialist
Jul 2024 — Jun 2026Capita India Pvt Ltd
Managed end-to-end account lifecycle setup for 1,000+ UK residential and commercial water utility customers using SAP ISU and SAP CRM, ensuring compliance and continuous service. Executed interim and annual billing cycles, reducing billing errors by 60% via structured quality checks. Led a team of 10–15 agents, improving payment collections, retention, and dispute resolution aligned with AML guidelines.
Senior Executive – Insurance
Oct 2014 — Jun 2024Capita India Pvt Ltd
Led a team of 15–20 people optimizing insurance operations using Indexing, AS400, and Citrix for document processing and workload management. Maintained 100% day-0 SLA compliance and achieved 100% work-quality improvement over 6 months through audit tracking and root-cause analysis. Improved cross-team collaboration, reporting with advanced Excel, and contributed to CSAT improvement project earning white belt recognition.
Social Media Adviser
Apr 2011 — Oct 201424/7 Customer Pvt Ltd
Managed daily live chat customer support and sales for credit card offers, handling 1,000+ chats daily with under 1-minute response times to maximize conversions. Provided strategic messaging advice to a global client portfolio to maintain high satisfaction and engagement scores.
Administrative Assistant
Mar 2010 — Mar 2011Convergys India
Performed front-office support, email customer/internal inquiries, inventory management, mailroom operations, and executive scheduling using MS Office tools. Implemented filing systems and office procedure improvements to enhance productivity and internal communications.
Education2
MBA
University
Finance & HRM
B B M
University
Finance