A results oriented individual with proven abilities in strategic planning, managing projects, improving efficiencies, team building and detailing project information to determine an effective process for operations. Ability to identify areas of strength and weakness, and implement procedures, standards and changes to help optimize productivity and bottom line within operations. Developed audit/compliance, and risk management efficiency, Effective leader with great interpersonal skills who has demonstrated ability to motivate staff to maximum productivity and control costs through most effective use of manpower and available resources.• Managed and Overseeing day to day responsibilities of Team Members • Train and develop Team Members while improving the overall performance of the team and establishing short- and long-term individual and team objectives• Ensure Team Members are completing work activities timely and accurately using various support channels i.e. emails, chats, calls, etc.• Served as an escalation contact for the Clients by aiding the Team members to resolve customer inquiries in an efficient and professional manner• Assist Team Members to proactively identify, assess, and prioritize customer needs and remediation efforts• Served as a liaison between customers and other CAO colleagues to address customer inquiries• Ensuring End to End of CAO Services are being managed in timely manner• Proposed multiple process improvement ideas to eliminate root causes of customer pain points• Developed and implemented strategies to improve processes and Client Servicing across CAO• Supported requests on Client inquiry related reporting and analytics• Helped the team achieve the highest levels of customer satisfaction while meeting team’s service level standards• Conducted regular team check-ins and meetings• Presented team updates (workload, performance, capacity, etc.) to the CAO Service Delivery Lead• Assisted the CAO Service Delivery Lead with team planning, structuring, and resource allocation• Provided other ad hoc Client care support as requested by the CAO Service Delivery Lead• Supported verticals in Customer Experience organization on priorities and book of work assignments• Supported and contribute on work stream calls led by Customer Experience leads• Partnered with onshore Client specialists and leads managing daily workflow and project assignments• Taking additional responsibility of locally managing a team or group of people