• Project Planning and Strategy: Develop thorough project plans, timelines, and strategies to successfully execute Netflix titles, aligning with Prime Focus Technologies' goals and client needs.• Stakeholder Communication and Management: Act as the main contact for Netflix stakeholders, Emeritus and Sinclair broadcast group (SBG) maintaining regular communication to share updates, address concerns, and ensure project goals are met.• Risk Management: Identify potential risks and issues that could affect project delivery, and create strategies to minimize their impact on timelines and quality.• Quality Assurance and Control: Implement strong quality assurance processes to ensure deliverables meet Netflix's standards, conducting regular reviews and audits as needed.• Budget and Financial Management: Monitor project expenses and track budget usage to ensure efficient delivery of milestones within financial constraints and client agreements.• Team Leadership and Motivation: Provide leadership and guidance to project team members, creating a collaborative and motivating environment to enhance productivity and morale.• Client Servicing: Maintain daily communication with clients, covering future planning, current deliveries, and new requirements.• Project Development: Play a key role in understanding client briefs, assembling the necessary team and workflow for optimized delivery in a virtual content supply chain.• Project Management System Improvement: Revamp project management systems and workflows to generate reliable reports, enhancing productivity and billing accuracy.• Client Relationship Management: Build strong client relationships, addressing needs, concerns, and seeking opportunities to exceed expectations.• Project Closure and Evaluation: Lead the project closure process, ensuring final deliverables meet client acceptance and conducting post-project evaluations for future improvements.

• Team Leadership and Management: Direct and oversee the daily operations of Buzzmeeh.com, including managing a team of employees across various departments such as customer service, logistics, and technical support.• Process Optimization and Improvement: Identify areas for process improvement and implement strategies to streamline operations, increase efficiency, and reduce costs while maintaining high service standards.• Performance Monitoring and Analysis: Monitor key performance indicators (KPIs) and metrics to assess the performance of various operational processes. Analyze data to identify trends, patterns, and areas for improvement.• Customer Experience Management: Ensure a positive customer experience by overseeing customer service operations, resolving escalated issues, and implementing measures to enhance customer satisfaction and retention.• Vendor and Partner Management: Collaborate with vendors, suppliers, and partners to ensure timely delivery of services and products. Negotiate contracts, manage relationships, and evaluate vendor performance to optimize operations.

• Training Program Development:Designing and developing training programs tailored to the needs of employee, covering topics such as customer service skills, product knowledge, communication techniques, and process-specific training.Collaborating with stakeholders to identify training needs and objectives, and creating comprehensive training modules and materials.• Training Delivery and Facilitation:Conducting engaging and interactive training sessions for new hires and existing staff, utilizing various instructional techniques such as lectures, workshops, role-plays, simulations, and e-learning platforms.• Performance Monitoring and Evaluation:Assessing the performance of trainees through evaluations, quizzes, role-plays, and simulations to identify areas for improvement.• Team Leadership and Development:Developing and implementing training plans and initiatives to enhance the skills and capabilities of the training team, fostering a culture of continuous learning and development.

Responsible for overseeing manpower planning and distribution for a team of 20 -25 members, with a primary focus on capacity planning and implementation for transition processes.Key Accomplishments:• Implemented process improvements by introducing a category tracking system and developing an Access database with forms for ensuring updated and timely tracking of deliveries.• Generated metrics for monitoring process efficiency and performance, contributing to ongoing improvement initiatives. Provided training and mentoring to direct reports to enhance their skills and capabilities.• Facilitated cross-functional collaboration and organizational initiatives aimed at knowledge sharing and internal training, ensuring alignment with company objectives.• Managed and monitored migration processes, ensuring compliance with service level agreements (SLAs) and providing in-house training as needed. Set clear objectives for team members to optimize performance.• Developed standard operating procedures (SOPs), statements of work (SOW), communication protocols, and escalation matrices. Defined manpower requirements based on knowledge levels for projects. Prepared weekly/monthly management information system (MIS) reports, process maps for migration, and performance monitoring dashboards.

• As a Trainer, I designed, developed, and implemented tailored training programs covering product knowledge, communication skills, customer service techniques, and technical skills to around 1000 trainee. • Training Program Development: I Designed and developed training programs tailored to the needs of call center agents, covering topics such as customer service skills, product knowledge, communication techniques, and conflict resolution.• Delivery of Training: I used to conduct engaging and interactive training sessions for new hires and existing staff, utilizing various instructional techniques.• Performance Evaluation: Assess the performance of trainees through evaluations, quizzes, role-plays, and simulations to identify areas for improvement and provide targeted feedback and coaching.• Continuous Improvement: Monitor the effectiveness of training programs and materials, gather feedback from trainees and supervisors, and make necessary adjustments to enhance training quality and relevance.• Knowledge Management: I always stayed updated on industry trends, best practices, and updates in call center procedures and technologies, and disseminate this information to trainees to ensure they are equipped with the latest skills and knowledge required for their roles.

• Call Monitoring and Evaluation:Listening to recorded calls or live interactions between agents and customers to assess quality and adherence to established standards.Analyzing call content, customer interactions, and agent performance against predefined metrics and criteria.• Quality Assurance:Ensuring compliance with company policies, procedures, and regulatory requirements during customer interactions.• Feedback and Coaching:Providing constructive feedback and coaching to agents based on call evaluations to enhance performance and customer satisfaction.• Performance Reporting:Generating reports and performance metrics related to call quality, agent performance, and customer satisfaction.• Process Improvement:Collaborating with supervisors, managers, and other stakeholders to develop and implement process improvements to enhance overall quality and efficiency.• Calibration and Standardization:Participating in calibration sessions with other Quality Analysts and stakeholders to ensure consistency in evaluation criteria and scoring methodologies.• Customer Feedback Management:Monitoring customer feedback channels such as surveys, reviews, and social media to gather insights and identify areas for improvement.

• Addressing customer inquiries related to banking transactions and products promptly and accurately. • Delivering high-quality service to ensure customer satisfaction and loyalty. • Conducting outbound calls to customers during product launches and for collecting feedback. • Resolving customer queries received via email in a timely and effective manner.