In charge of Sales, strategic planning, development, process transition, staffing, management and financial performance of offshore centre with 15 employees and over 10 freelancers. Worked closely with clients to provide profit forecasting, scheduling including monitoring and analyzing KPIs. Managed and coordinated action plans with US & India teams for daily operations. * Developed and fostered a new support model for India team performing Broker Price Opinions / CMA’s for Banks, Asset management companies and Real Estate Brokers/Agents in United States.* Developed Inside Sales process – selling to Real Estate Brokers/Agents & SME’s. High quality responses to various Request for Information (RFI) & Request for Proposals (RFP)* Developed End-to- End Transition & Project Management process for transitioning new service lines into delivery location.* Designed Service / Operation Delivery Framework / SLA & Transactional Quality Audits. Monitoring and Evaluation Models.* Developed Internal Knowledge Management systems for process.* Developed Internal Training & Development program for Supervisors / Quality analysts & Support agents.* Led Design and Implementation of Strategic Automation systems that increased revenues, customer satisfaction and productivity while streamlining staffing requirements.* CRM / Technology enablement / CSAT - Survey and Improvement Mechanisms.* Directed process analysis and improvements using Six Sigma methodology / 7 QC tools which helped in achieving over 90% quality scores consistently over 7 years.

Responding to customer inquiries for Capital One Credit Cards via inbound calls.Mentor new CSR’s, to help deliver the required KPI’s.

Sold to new and handled existing corporate clients for BPL Mobile.