Site lead with HC 400+New Business Venture [Y24]

Content Management | Shopping & Hotel Ads Review Delivered 21 successful projects [Y’23-24]Delivered expected Value add service [Y’23-24]Successfully transitioned 3 new Process [Y’24]

Managing 4 verticals with 350+ HC Client Management | Coordination | Delivery | Metrics Management | People ManagementExpanded portfolio from 170 - 350 HC

Managing multiple portfolio: DACA, Kormo, Taskmate & GEDI

Process: Google Shopping (DACA - Content Moderation)Process Strength: 150++Process: Applying policy tag basis SOP guidelines Location: Google OnsiteSummary- Working with a team of 150++ employees and managing 7 queues - Reviewing multiple data set and showcasing it to client in WBR, MBR and QBR- Client Management - Collaborating with multiple support function for better output- Conducting shadow sessions with the client leadership to showcase ground level work by front line- Identifying/Initiating/promoting ideas for process excellence- Focus is mainly towards identifying timely projects for better performance and converting them towards value addAlso suggesting and helping grow client business with ideas to improve tool or refine policies- Key Valuable includes collaborating, streamlining the existing SOPs in a more lucid and user friendly, Catching up with early signals or slight change in process and proactively sharing action plans, always suggesting improvement in tools etc- Key Focus: Finding opportunity to automate within the defined boundaries. Also exploring existing available automation within the organization

Process: YouTube Video Trust and Safety ( Content Moderation)Market: GlobalProcess Strength: 200++Process: Applying video policy tag basis policy guidelines ( Google onsite)Summmary• Working with a LOB account with 200++ employees• Reviewing multiple data set and showcasing it to client in WBR, MBR and QBR• Review IBR on monthly basis along with Support functions • Reviewing HC billing and deficit on monthly basis• Collaborating with multiple support function for better output• Conducting shadow sessions with the client leadership to showcase ground level work by front line• Identifying/Initiating/promoting ideas for process excellence• Transitioned multiple new accounts with success ratio 100%• 70% focus is towards monetizing value add services provided to client with the help of automation, $ Save Also suggesting and helping grow client business with ideas to improve tool or refine policies

Process: Healthcare ( Diagnostic Services )• Coordination and Supervision - Coordinate, manage and monitor the workings of various departments in the organization• Financial - Review financial statements and data. Utilize financial data to improve efficiency. Prepare and control operational budgets• Business Development: Resolving any concerns raised by the existing clients and migration of new clients with complete implementation and execution• Formulate and implement departmental and organizational policies and procedures to maximize output. Monitor adherence to rules, regulations and procedures• Communication - Monitor, manage and improve the efficiency of support services such as IT, HR, Accounts and Finance. Facilitate coordination and communication between support functions• Dealing with multiple vendors for End-to-End transaction for smooth function of the company

Operations: ITG Queue Management ProcessGDS: Apollo & Sabre ( American Express GBT)Market: USAProcess Strength: 160++Process: Agents action bookings which are failed to go through automation tool due to multiple reasons.-40% of the roles revolves around managing process & 60% of the role revolves around operational excellence, capacity utilization, Client management, occupancy, migration of newer process, value added services etc- Managing operation related activities such as Service Level, Leaves, retention, UPL etc - Partnering with the client on call on daily/weekly/Monthly basis to discuss performance graph of the process, forecasting and preventive measures for smooth functioning.- Closely monitoring that leaders are Nurturing / Implementing newer ideas generated out of brain storming sessions within the Process. - Daily mapping of required agents as per the forecast by WFM in coordination with WFM. - Actively participating in initiating process improvement projects. - Coordinating with Quality Team for daily analysis of performance Individual/Team/Process wise. - Ensuring Timely refresher sessions of the process in coordination with Training Team.- Ensuring smooth transitioning of newer batches to the live floor.- Ensuring timely closure of Half Yearly / Yearly Performance appraisal yearly.

Process: Travel and HospitalityTravel Management1. Managing all travel related operations across various centers globally. 2. Budgeting and forecasting. 3. Implementing new policies for easy corporate travel bills settlement4. Clear reports and presenting options and recommendations to clients and senior management.5. Ensuring all operations are carried out in accordance to laws and regulations, particularly to health and safety.6. Negotiating and managing contracts and developing new business opportunity wherever possible. 7. Making sure the transport operation meets its performanceand safety targets, monitoring it and reporting it to senior management. .

Company: Intelenet Global (earlier known as E-bookers) Designation: Team leader (Voice process)Team Size: 22++GDS – Apollo / Galileo80% of the roles revolves around managing process & 20% of the role revolves around operational excellence, capacity utilization, Client management, occupancy, migration of newer process, value added services etc- Handling daily operations of NAHD Process. Managing team for the process related activities like building PNR’s, How to Store Fares, Issuing Domestic tickets, Issuing MCO’s, How to store manual Pricing or private fares, How to use private fare codes, Exchanges, Refunds, Amtrak Bookings etc. - Formulating AHT, AUX, ACW and other daily, weekly and monthly reports and presenting to the senior leaders. ( CMS )- Forecasting and scheduling staffing in coordination with WFM. - Assisting agents with Group Fare reservations. Received commendations from Top Management & Client. - Streamlined heavily packed training program to ensure more effective delivery of training- Implemented early nesting program to better equip the trainees & improve production readiness- Streamlined the back office part of the campaign to make it more structured and measurable- Successfully introduced & implemented the model of Performance Management & linked incentives for all the programs.

Inbound Voice sales process: Domestic and international tickets.