• Led a dynamic team of admin professionals working on immigration, relocation, and recruitment projects while providing mentorship, guidance, and support for individual and team success.• Monitored daily operations, evaluated performance, and provided feedback and coaching as needed.• Created and implemented comprehensive training programs that enhanced team members' proficiency and efficiency.• Successfully managed 8-10 projects from initiation to completion, overseeing planning, resource allocation, risk management, and stakeholder communication.• Coordinated cross-departmental projects to ensure timely and successful completion.• Developed and managed solid client relationships, acting as the main contact for inquiries, feedback, and resolving issues.• Created reports and dashboards on staff performance, customer satisfaction, cost savings initiatives, and other topics for upper management.• Implemented continuous process improvement initiatives which resulted in improved process health.• Managed annual budgeting and forecasting, optimizing resource allocation.• Directed recruitment, hiring, and training of new staff members.

• Successfully identified, shortlisted, and presented prospects for the prospectus process. Led commercial discussions and oversaw the onboarding of new Channels/DSA/outbound/inbound calling setups consisting of approximately 100-200 seats/associates.• Managed the process of training and development for new channel partners.• Managed Telecom business for Maharashtra and Goa circle, working towards increasing customer base, generating revenue, and ensuring channel profitability.• Successfully resolved issues raised by the channel, effectively enhancing customer satisfaction, and fostering long-term loyalty.• Efficiently managed attrition by delivering substantial assistance to maintain successful partnerships and drive business growth.• Ensured alignment of channels with predefined targets and goals through daily business meetings and performance reviews.• Supervised employees in compliance with company policies and procedures, serving as the central source of information for channels.

• Demonstrated knowledge of QA process through hands-on experience in Auditing, Ticketing, Process Compliance, Dispute Discussion, as well as expertise in reviewing 5 why analysis reports and performing CAPA and RCAs.• Led process improvement initiatives by designing and implementing streamlined procedures.• Ensured compliance with company standards, regulations, and procedures related to quality control.• Maintained records of audit results, test data, and other relevant information.

• Managed domestic and international marketplaces through effective handling of phones, emails, and chats.• Successfully led a team of 15-20 associates, monitoring their performance to maintain adherence with Process and Quality benchmarks to achieve optimal results.• Engaged in performing quality audits and performance discussions with employees to identify and resolve challenges.• Generated performance reports for associates and disseminated them to reporting managers.• Enhanced process training for NHT teams, leading to successful graduation.• Monitored and managed shrinkage, attrition, and aux to maintain SLA commitments.• Collaborated in the creation and global implementation of new processes for various marketplaces.

• Handled customer queries via Calls, Emails, and Chats in Domestic and International E-commerce marketplace.• Contributed to the development of processes and SOPs for a newly launched initiative in the UAE marketplace.• Identified opportunities for process improvements within the customer service department.