An experienced Customer Service professional (20+ years) with a proven track record in managing contact center operations having diverse experience and knowledge in multiple domains like Overall Service Delivery (managing KPIs), People Management, Stakeholder Management, Vendor / Client Management and P&L Management. I have a technical bent of mind which enabled me to manage teams responsible for Application management of Online Booking tools (Web based HTML platform) while onboarding new corporate clients with their Travel related needs in my current role. In one of my past roles as Technical Lead, I managed teams supporting clients on a range of products on Microsoft platform. Extensive Service Delivery experience in Sales, Support and Customer Service (Voice as well as non-Voice channels), diverse exposure in B2B & B2C domains across Travel, Telecom and Technical Support verticals. Managed in-house teams as well as off-shore and on-shore service delivery teams at vendor partner locations. Distinguished track record of setting up new site operations with comprehensive vendor management responsibilities at an International location (Spain). Expertise in business vision, setting up operations whilst steering process implementation & enhancement, change management, flawless service delivery in adherence to SLAs contributing ingenious strategic initiatives towards augmented productivity and cost reductions.