HCL TECHNOLOGIES Process Manager – Multiple Accounts1. Successfully handling management of the operations related to Presentation Services, Business Research and Knowledge Process Management and effectively handled service delivery, quality assurance, client management, training, and `Turn Around Time’ related functions2. Deftly handling recruitment, Training and mentoring for acquisition of fresh talent3. Measuring the performance of the processes in terms of efficiency and effectiveness matrix and ensured adherence to Service Level Agreements 4. Set performance parameters/ designing employee & trade incentives, delegating work and giving feedbacks5. Determine training needs through quality checks, identifying training gaps & conducting programs to enhance operational efficiency of the entire team; encouraging and implementing internal movements of employees6. Conceptualizing & implementing strategies to enhance operational efficiency and ensure adherence to all the set parameters to enhance the efficiency of various aspects of the service delivery cycle7. Ensuring adherence to quality specifications and successfully handling the related formalities & documentation8. Collecting and collating data and generating periodic reports and carrying out value added analysis of reports to facilitate strategy planning9. Developing, motivating and educating the staff members on various operational matters, and products to guide them towards successful outcomes and attainment of business objectives10. Ensuring timely service delivery to the clients within the stipulated period while maintaining smooth operations 11. Instrumental in conducting quarterly and annual appraisals for the team

CONVERGYSCustomer Care Associates – AT&T1. Deftly managed a 16-20 members team in the absence of the Team Leader2. Extracted reports for the team using Work Force Management tools like AVAYA and CRDB3. Involved in providing the sales training to the new associates4. Was involved in updating databases dashboards and various reports5. Involved in guiding associates towards providing adjustments on customers’ account