A result-oriented professional offering over 14 years of experience in Operations Management, Process Management, Quality Management, SLA Management and Client Interaction & RetentionHighly skilled at meeting & setting KPI targets including NPS, CSAT & so on and planning areas of improvement or developmentResourceful in conceptualizing & implementing ideas for operations excellence; led projects for enhancement of scores in different operations parameters which resulted in remarkable improvement in NPS & CSAT score Expertise in ensuring clear lines of communication, close collaboration with capability to quickly bring right talent to daily operations issuesKeen customer centric approach with skills in addressing client priorities and resolving escalations within prescribed TAT, thereby attaining client delight and high compliance scoresResourceful in recommending improvements to functionality, creating and delivering quality servicesCross-functional team player with excellent interpersonal, communication, analytical and planning skills with proven capabilities in people management and client relationship management