During the course of more than a decade in the BPO sector, I have gained substantial understanding of the various processes that go into organization building with respect to contact centers. Specifically, I have significant exposure in end to end processes related to Transaction Monitoring and Compliance Management, along with initiating process improvement projectsI have been a versatile professional with proven track record in driving cost efficient and operationally effective business processes delivering value to customers, shareholders and employees.•Led all aspects of Operations entailing Transitions, Project Execution, Client/ Stakeholder Engagement, Knowledge Sharing, Service Delivery, MIS Reporting and Staff Management with key focus on profitability & cost reduction •Excels in facilitating process reviews for ensuring adherence to compliances & standards; conducted Internal Audits as per QMS / COPC guidelines •Pivotal in implementing COPC (Rel 5.2) Framework in the center, conducting internal audits, preparing processes for External Certification /Audits and mentoring Quality Improvement Projects using Six Sigma & other platforms•Worked on RFPs, RFIs and Due Diligence Projects in liaison with BPM, Automation, WFM, Sales & Pre-sales Teams; led & managed team members on various projects•Customer-centric professional focussed on providing excellent services by effective query resolution within TAT; excels in meeting expectations of clients & other stakeholders •Proficiency in developing a high performing organization through Operational Efficiency, Developing Centre of Excellence, Innovation & Thought Leadership to give a competitive advantage to the business •Effective leader with talent in directing cross-functional teams and managing team functions like staff engagement, conflict resolution, absenteeism, talent retention & attrition control; problem-solver with strong communication & analytical skills