Operations and Client Support Specialist with over 3 years of accumulated experience in cross-functional coordination, process optimization, and transition support across diverse service environments. Proven ability to manage stakeholders, streamline processes, and contribute to centralized operations through reporting, documentation, and strategic collaboration. Known for a structured, people-first approach to change enablement, governance, and delivering scalable business outcomes.
Experience
Provitt Consultants
Mar 2025 – May 2025
Delhi
Client Retention Manager
At Provitt Consultants, I served in a short-term capacity as a Client Retention Manager, where I played a key role in enhancing service delivery and client satisfaction. I collaborated with cross-functional teams—including Sales, Product, and Finance—to ensure smooth issue resolution and high-quality support. My responsibilities included managing client onboarding, conducting proactive check-ins, and resolving service-related concerns via CRM and email. I worked closely with the Relationship Team and product specialists to gather feedback and propose meaningful service improvements. By analyzing customer behavior and support trends, I identified areas needing attention and escalated accordingly. I also contributed to lead generation through data-driven customer segmentation and email outreach, managed monthly client communication strategies, and maintained regular stakeholder communication through detailed status reports and structured escalation tracking.
Encore Capital Group
Sep 2023 – Jan 2025
Gurgaon
Account Manager
At Encore Capital Group, I managed a portfolio of U.S.-based clients, ensuring high standards of compliance, service quality, and issue resolution. I acted as the primary point of contact for escalated and high-risk customer cases, coordinating with internal departments like Legal, Compliance, and Finance to address sensitive concerns. I played a vital role in refining internal workflows related to payment processing and case documentation, which improved operational efficiency. In addition, I analyzed complex financial profiles to design personalized repayment strategies, balancing recovery targets with empathy and compliance. I also trained and mentored junior associates, providing them with best practices in negotiation, communication, and regulatory policy. My work included preparing monthly compliance and performance reports for leadership, highlighting trends and offering strategic recommendations for operational improvements.
Oberoi Group
May 2022 – Aug 2023
Delhi
Senior Associate
As a Senior Associate at The Oberoi Group, I was responsible for managing CRM-driven engagement for elite loyalty program members, ensuring an exceptional guest experience across domestic and international properties. I collaborated with teams across Marketing, Loyalty, Guest Relations, and Finance to create and implement targeted guest engagement strategies, which led to improved customer retention and program upgrades. I leveraged CRM insights to personalize offers and communication, based on guest behavior, preferences, and booking history. I managed both inbound and outbound communication channels, maintaining brand alignment and service consistency. Additionally, I supported loyalty program enhancements by assisting with system testing, documentation, and internal rollout processes. My efforts contributed to faster resolution times, stronger guest satisfaction scores, and streamlined cross-functional collaboration.
