• Recruitment & Talent Acquisition:Implemented strategic recruitment initiatives, attracting high-caliber candidates with relevantskills and experience for various roles within the organization.• Training & Development:Designed and delivered customized training modules to enhance staff communication skills, problem-solving abilities, and client service excellence.• Talent Pipeline Management:Built and maintained a robust talent pipeline, ensuring readiness for current and future hiring needs while nurturing relationships with potential candidates.• Resource Allocation:Effectively allocated staffing resources based on skill sets and organizational needs, maintaining optimal service levels across all departments.• Compliance & Policy Management:Ensured full compliance with employment laws and regulations, proactively updating policies and procedures to reflect legislative changes.• Financial & Contract Management:Managed the financial budget, optimized resource allocation, and negotiated contracts with clients and staffing agencies to secure favorable terms.• Employee Engagement & Retention:Developed and implemented strategies to boost employee engagement and retention, conducting exitinterviews to gather actionable insights for continuous improvement.• Conflict Resolution:Addressed conflicts and challenging interactions professionally, providing guidance and support to maintain a positive work environment.

In this role, I spearheaded the design and implementation of targeted training programs, enhancing employee skills across departments.My key achievements include:• Training Program Design: Created comprehensive training curricula tailored to meet departmental needs, incorporating diverseinstructional techniques to accommodate varying learning styles.• Performance Analysis:Conducted needs assessments and analyzed performance data to identify skills gaps, leading to continuous refinement of training programs.• Stakeholder Engagement:Fostered strong relationships with department heads, HR, and other stakeholders, ensuring alignment of training initiatives with organizational goals.• Mentorship Programs:Developed and facilitated mentorship programs, fostering a culture continuous learning and development

As an Account Operations Manager, I was responsible for leading a team of professionals to achieve keyperformance indicators (KPIs) and ensure exceptional customer service. My responsibilities included:• Team Management:Managed team performance, providing coaching and development to ensure consistent delivery of high-quality customer service.• Performance Monitoring: Conducted regular performance evaluations, facilitating open discussions and providing feedback to drive continuous improvement.• Client Relationship Management: Maintained and strengthened client relationships, ensuring that service levels were consistently met or exceeded.• Operational Leadership:Led the day-to-day activities within the call center, collaborating with peers to optimize processes and achieve organizational objectives.

In this leadership role, I focused on motivating and coaching my team to meet and exceed performance targets.My key contributions included:• Team Motivation & Coaching:Provided ongoing support and coaching to team members, hosting regular 1-on-1 sessions and team meetings to ensure alignment with goals.• Workload Management:Effectively managed daily workloads, prioritizing tasks to meet SLAs and drive team performance.• Risk Management: Supported senior management in identifying operational risks and areas for improvement, mplementing necessary changes to enhance efficiency.

✓ Design quality rules and guidelines to achieve the highest performances with team managers.✓ Hold calibrations and meetings with managerial and non-managerial level teams to find common grounds and sustain system stability.✓ Conduct presentation & business simulation with new hires.✓ Compile and track performance for teams and individual level.✓ Compiled and tracked performance metrics at both team and individual levels, providing actionable insights for improvement.

✓ Monitor inbound, outbound calls, emails and chats and evaluate agents’ performance.✓ Provide clear insight into performance drivers and the levers which impact performance.✓ Perform mystery calls to ensure accurate and consistent information delivery to the customers.✓ Give recommendations for process improvements based on the customer experience and feedback.

✓ Handle all incoming chats and emails along with outbound calls of the call center.✓ Provide best possible service to customers to achieve highest level of customer satisfaction.✓ Handle and solve all inquiries, requests and complaints received via all channels available.✓ Communicate with other departments all relevant customer inquiries if applicable.✓ Provide proper information to customers with complete and comprehensive understanding products and services.✓ Fully understand and adhere to company policies and procedures that generate personal and professional credibility and trust.✓ Resolve all customer complaints, requests and inquiries within the pre-determined SLA’s.✓ Escalate problems and provide relevant feedback to the right channels.