• Driving growth through various channel marketing initiatives of engagement, rewards and recognition• Responsible for all Trade and channel communications on product launches, process rollouts, policies and channel hygiene• Responsible for various retail and distributors engagement programs with an objective of winning at point of sale• Managed Operations and Performance of retail channel contact center with 500+ employees across 6 different locations with annual budget of $ 3 million• Responsible for short-term and long-term forecasting, capacity planning and contribution to overall budget • Built and maintained healthy business relations with partners, ensured high levels of customer satisfaction by achieving delivery & service quality performance • Prepared reports and dashboard utilizing internal and external data sources

• Conducted deep dive analyses with large volumes of data to support call centre & sales team • Liaised with cross functional IT and Business teams to understand data flows and transformations between the various IT systems• Handled periodic data and analysis requests from all levels of the Sales Compensation team• Prepared reports and profiles including background information, advisory relationships and market intelligence utilizing internal and external data sources

• Responsible for achieving key call KPI`s like service and answered levels• Responsible for managing 16 agents that handle customer service relationships and transaction for Customers• Coach and develop my team members so that they are effective in Customer satisfaction and revenue generation• Managing all telephony requests as they relate to the contact centre and other areas of the business, including analysis of current and new queue, agent and group changes• Management of breaks on production flow and ensured service levels are met• Planned and prepared weekly rosters to ensure maximum occupancy • Maintained high employee engagement level by assisting them with their career pathing and personal development• Acting as business liaison for Client Relations, responsibility for managing all personnel deployments - includes working closely with Facilities, Telecom, Business Technology Liaison and external vendors• Prepared downtime reports and escalate to respective departments