I completed my MBA from SPJIMR, Mumbai in June-2002. Since then, I have been working in service delivery roles at ITES organizations, starting as Assistant Manager at EXL and currently Vice President at WNS; with marquee clients like Dell, Intuit, United Airlines and British Gas. As a contact center specialist, I have led teams helping customers on the phone, answering letters and emails, resolving queries through chat and back-office support. The processes have ranged from hardware and software technical support and sales, airline refunds, collections, employee travel and fraud detection to utilities back-office. In October 2010, I completed ASQ Six Sigma Black Belt certification. Prior ...
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