Gurugram, Haryana, India
I bridge the gap between operational excellence and compliance rigor, bringing 15+ years of proven leadership across BPO, operations management, and cybersecurity compliance. With an MSc in Cyber Security and ISO/IEC 27001 Lead Auditor credentials, I have spent the last 5+ years specializing in security audits, GDPR compliance, and risk management frameworks. My expertise spans multiple compliance frameworks including ISO 27001, SOC 2, NIST Cybersecurity Framework, CIS Controls, and GDPR. My unique skill set combines: ✓ GRC EXPERTISE: ISO 27001 compliance, SOC 2 readiness, NIST CSF implementation, RCSA execution, risk assessments (NIST RMF), third-party/vendor risk management, data protection, and audit management ✓ OPERATIONAL LEADERSHIP: Managed 400+ headcount sites, drove KPI excellence, reduced costs, and built high-performance teams ✓ STRATEGIC INSIGHT: Blending operational metrics with security governance to create sustainable compliance cultures ✓ TECHNICAL PRACTITIONER: Hands-on Python developer building open-source security tools — including ThreatLens-Kali (threat detection & incident triage toolkit) and a Phishing Detection Engine — demonstrating practical blue-team and SOC capabilities I have led facility launches (Meerut, New Delhi), managed comprehensive site operations, and implemented compliance frameworks that stuck. I have coordinated internal and external audit evidence collection, conducted gap assessments, and developed security policies aligned with ISO 27001 and GDPR. I am open to GRC Analyst, Compliance Auditor, GRC Consultant, and Risk Management roles across Canada, UAE, and UK. Looking to leverage my dual expertise to help organizations achieve ISO 27001, SOC 2, and NIST compliance while maintaining operational excellence.
Delivered cybersecurity compliance and risk management consulting services to organizations across healthcare, technology, and BPO sectors. Key responsibilities and achievements: • Conducted ISO 27001 compliance gap assessments and led implementation projects for SMEs and startups • Performed risk assessments using NIST RMF methodology and developed risk registers for client organizations • Executed RCSA (Risk and Control Self-Assessment) processes and coordinated internal/external audit evidence collection • Developed security policies, procedures, and standards aligned with ISO 27001, SOC 2, NIST CSF, and GDPR • Assessed third-party vendors for security and compliance risks using SIG/CAIQ frameworks • Built open-source Python-based security tools (ThreatLens-Kali threat detection toolkit and Phishing Detection Engine) to demonstrate practical blue-team and SOC capabilities • Supported GDPR compliance implementation including data mapping, privacy impact assessments, and data protection policy development • Provided training and awareness sessions on information security best practices and compliance requirements
Led end-to-end setup and launch of new healthcare BPO facility in Meerut, establishing operational excellence from ground zero. Key Achievements: • Built and managed multi-functional operations team of 400+ professionals including 100+ qualified BAMS doctors, sales advisors, and customer support teams • Established SOPs, compliance frameworks, and quality management systems for healthcare teleconsultation and sales operations • Implemented workforce planning and scheduling systems optimizing resource utilization • Managed facility operations, vendor relationships, and stakeholder engagement • Drove operational excellence in healthcare services delivery and customer experience Currently seeking next senior leadership opportunity in established operations (Noida/Delhi NCR preferred).
Managed comprehensive site operations for healthcare BPO facility in New Delhi, driving excellence across all operational functions. Key Responsibilities & Achievements: • Led 400+ member operations team across multiple healthcare programs including teleconsultation and customer support • Drove quality improvements and process optimization resulting in enhanced client satisfaction scores • Implemented process automation reducing manual effort by 25% and improving operational efficiency • Managed P&L, budgeting, cost optimization, and resource planning initiatives • Conducted regular performance reviews, coaching sessions, and development programs for team excellence • Collaborated with cross-functional teams including sales, quality, and training departments • Ensured compliance with healthcare regulations, data security, and quality standards
Led end-to-end management of 400+ headcount site, driving performance excellence in fast-paced BPO environment. Key Achievements: • Managed daily operations for multi-process contact center handling healthcare sales, customer support, and teleconsultation services • Improved key performance metrics: Achieved 15% increase in sales conversion rates and 20% improvement in customer satisfaction scores • Led hiring, training, and retention initiatives reducing attrition by 18% through targeted engagement programs • Implemented workforce management strategies optimizing utilization to 85%+ and reducing idle time • Collaborated with sales teams on revenue-generating initiatives and cross-selling opportunities • Drove process improvements resulting in 12% reduction in average handling time while maintaining quality standards • Managed team performance through regular coaching, quality audits, and feedback sessions
Information Technology Specialist George UTZ Ltd. (UK) · Full-time Apr 2019 - May 2020 · 1 yr 2 mos Derby, England, United Kingdom Served as IT Specialist supporting enterprise technology infrastructure and information systems for a leading manufacturing organization in the UK. 🎯 KEY RESPONSIBILITIES: • Provided technical support and troubleshooting for enterprise IT systems and infrastructure • Managed user accounts, access controls, and system configurations • Supported software deployments, updates, and maintenance activities • Collaborated with cross-functional teams to resolve technical issues and improve system performance • Maintained IT documentation, procedures, and compliance standards • Assisted in network administration and security implementations 💼 SKILLS DEVELOPED: • Information Technology management • Technical troubleshooting and support • System administration • IT infrastructure management • Documentation and compliance This role provided valuable international experience and strengthened my technical foundation, which I now leverage in managing technology-driven operations and contact center systems.
Information Security intern George UTZ Ltd. (UK) · Internship Apr 2019 - Jul 2019 · 4 mos Greater Derby Area Completed Information Security internship focusing on cybersecurity fundamentals, risk assessment, and security compliance frameworks during Master's degree program. 🎯 KEY RESPONSIBILITIES: • Assisted in information security assessments and risk analysis • Supported implementation of security policies and procedures • Conducted security awareness activities and documentation • Participated in vulnerability assessments and security audits • Learned enterprise security frameworks and compliance standards 💼 LEARNING OUTCOMES: • Information security principles and best practices • Risk management and compliance frameworks • Security assessment methodologies • Data protection and privacy standards This internship developed my understanding of security, compliance, and risk management—skills that are essential in managing healthcare operations where data security and patient confidentiality are paramount.
Assistant manager - technical sales SupportMart Careers · Full-time Feb 2012 - Jul 2018 · 6 yrs 6 mos Gurugram, Haryana, India · On-site Served as Assistant Manager – Technical Sales at SupportMart Technical Services, leading a high-performing team focused on providing remote technical support for Windows computers to customers across the US and Canada. This role combined people management, sales strategy, and technical expertise to drive both customer satisfaction and revenue growth. 📊 KEY ACHIEVEMENTS: • Led and mentored a team of 15+ technical sales executives to achieve sales and support targets • Consistently exceeded monthly revenue targets through effective sales strategies and team coaching • Achieved average CSAT score of 90%+ while maintaining strong sales conversion rates • Reduced average handle time (AHT) by implementing efficient troubleshooting processes • Designed and implemented sales strategies to promote premium support plans and value-added services • Recognized for outstanding team performance and customer satisfaction metrics 🎯 CORE RESPONSIBILITIES: • Managing and mentoring technical sales team to achieve sales and support targets • Designing and implementing sales strategies for premium support plans and services • Overseeing complex technical issue resolutions and ensuring seamless customer experience • Monitoring performance metrics: conversion rate, CSAT, AHT, revenue generation • Conducting training sessions on technical skills, sales techniques, and customer service excellence • Coordinating with senior management to streamline processes and boost productivity • Handling escalations and ensuring customer retention 💼 SKILLS DEVELOPED: • Team leadership and people management • Sales management and revenue optimization • Technical support operations • Performance management and coaching • Customer relationship management • Process improvement
Customer Care Professional Convergys · Full-time Jan 2011 - Feb 2012 · 1 yr 2 mos Gurugram, Haryana, India · On-site Served as Customer Care Professional in the telecommunications domain, supporting Optus – Australia's leading telecom brand through Convergys. Delivered exceptional customer experiences by handling queries, resolving service issues, and ensuring customer satisfaction across voice channels. 📊 KEY ACHIEVEMENTS: • Consistently achieved monthly CSAT targets of 85%+ with positive customer feedback • Maintained average handle time (AHT) within targeted benchmarks • Achieved first call resolution (FCR) rate above team average • Recognized for excellent customer service and problem-solving skills • Handled 50+ customer interactions daily with professionalism and empathy 🎯 CORE RESPONSIBILITIES: • Managing inbound/outbound customer interactions with empathy and professionalism • Providing technical support for network connectivity, service issues, and device troubleshooting • Handling billing inquiries, payment processing, and account management • Processing service activation, deactivation, and plan upgrades • Troubleshooting network and connectivity issues with accuracy and speed • Documenting customer interactions and maintaining accurate records • Achieving performance targets including CSAT, AHT, FCR, and quality scores • Building long-term customer relationships with solutions-driven approach 💼 SKILLS DEVELOPED: • Customer service excellence • Telecommunications domain knowledge • Problem-solving and troubleshooting • Communication and interpersonal skills • Performance management • Multi-tasking and time management This foundational role in contact center operations developed my customer-centric mindset and operational excellence skills, serving as a stepping stone to leadership positions in BPO and healthcare operations.