Work History

Work History
Apr 2007 - Jan 2015

Asst. Manager (OPS)

Encore Capital Services

Currently manage a team size of 35 Individual Contributors & 3 Group Managers who maintain internal payer relationship to achieve planned results.


Monitor, Review, Evaluate & Identify performance gaps and create action plan for the group.

Prepare weekly, monthly business reviews & present to the leadership team calling out performance reasons.

Run process diagnosis at regular intervals to identify and eliminate NVA’s.

Ontime service delivery.

Innovate & improve value chain with project automation & TNA’s.

Collaborate with technology team & strategize inventory management & servicing strategy.

Forecasting, Capacity Planning, Scheduling & deployment of resources & tools.

Work closely with QA team to improve quality and meet SLA.

Audit work flow & gauge productivity & recommend training interventions.

Supervise, lead & mentor 1st line managers in their holistic development.

Jun 2005 - Mar 2007

India & SAARC Support


Service & Support to PLT clients, channel partners and distributors in India & SAARC regions.

Onsite client visit to check and resolve product compatibility and installation.

Streamline product flow, manage vendor and build dealer-client, dealer-PLT & Client-PLT relationship with on time resolution.

Facilitate channel sales & sales closures.

Ensure timely product circulation and delivery to our channel partners/dealers starting from clearing products from customs till delivery to warehouse.

Jun 2003 - Mar 2005

Sr Customer Care Officer

Convergys India

Servicing long distance and local AT&T inbound calls and resolving consumer queries.

Proposing right tariff plans to consumer & sell.

Up scaling appropriate AT&T products and services.


Dec 2014 - Jan 2015

6 Sigma Green Belt

Apr 2000 - Mar 2003


Sambalpur University






Waste Reduction