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Work Background
Agilent TechnologiesCustomer Service Lead
Sep. 2021 - Jul. 2025India• First‑level escalation owner for EMEAI; restores SLAs through rapid triage, cross‑functional coordination, and clear updates
• Improved case flow across Spain & North region: standardized intake/triage and hand‑offs; reduced rework and delays
• Maintained KPI/SLA performance, process TAT, and hygiene via control reports and coaching on disciplined CRM usage
• Drove simplification from the customer’s perspective; aligned teams on standard work and documentation
Tata Consultancy ServicesProcess Associate & Quality Checker (SME)
Aug. 2018 - Aug. 2021India• ABN AMRO (retail banking operations): account servicing support and quality checks with strict TAT and accuracy
• Applied Statistical Process Control (SPC) and QA reviews to detect variation; supported corrective actions
• Responsible for MIS, UM deck, shrinkage and related activities as Subject Matter Expert
• Supported ROBO implementation (process automation/RPA): mapped steps/rules, provided feedback,
and validated outputs pre‑rollout
• Conducted training and knowledge‑sharing to stabilize processes for internal and external teams
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