Buliding Service CRM from 0 to 1

● Consulted the PSO (HRBP) to understand and identify the blockers for meaningful implementation of Quarterly Employee Appraisal ● Designed a cutting-edge working model that integrated manager ratings and key performance indicators to define a metric-Employee Quality Index (EQI), enhancing employee appraisal ● EQI score was generated with real-time data at team, portfolio, and organization levels to demonstrate correctness and usage ● Delivered Q-o-Q EQI score dashboard in Power BI with real-time data pipeline setup post each quarter for easy data updation

● Led a team of 50+ members and was solely responsible for their training, tutoring, mentoring, performance and appraisal ● Delivered a Net Promoter Score (NPS) of 90% consistently for 6 consecutive months evaluated over 15000+ sessions by the team ● Ranked <5/75 in the Team Leader Board for outstanding session metrics by the team; secured rank 1/75 five times in my tenure

● Led a team of 10+ Academic Specialists; designed content and organized orientation and training sessions for 500+ tutors ● Awarded the ‘Stellar Performer’ thrice for outstanding performance during the student sessions with student rating of 4.5/5