Currently I lead a team of 190 professionals comprising of people from Operations, Sales, Customer Service, training, MIS, quality and HR from 3 different campaigns . My job responsibilities include:1. Hiring the middle level Managers and leaders. Assigning them to their individual departments after their training with the peers.2. Business Development. This includes looking for new businesses and expanding the horizons of the current businesses.3. Client communication- I lead… Show more Currently I lead a team of 190 professionals comprising of people from Operations, Sales, Customer Service, training, MIS, quality and HR from 3 different campaigns . My job responsibilities include:1. Hiring the middle level Managers and leaders. Assigning them to their individual departments after their training with the peers.2. Business Development. This includes looking for new businesses and expanding the horizons of the current businesses.3. Client communication- I lead the whole client communication (Overseas as well as Domestic).4. Understand and own the controllable elements of the Service delivery- productivity, Staffing, Quality KPi's and CSAT5. Develop and implement fair HR practises for employee welfare and employee satisfaction.6. Creating targets and get them achieved through the only possible way-Team Work.7. Responsible for the whole P&L of the organisation (Campaign wise) Accomplishments:1. Started 2 new businesses from the scratch and the team strength increased to 110 from 10 in little more than 1 year.2. Brought the attrition to 4.75% from little more than 10%3. Strengthened the revenue stream from $1.4M to $3.1M.4. Created and nurtured the digital marketing team and in 1 year of time brought the organization out of cold calling to 100% opt in lead dialling.5, Created thousands of success stories with the customers by fullfilling their dreams of moving to a new country. Show less

• Started the process from the scratch in July 2015 and brought it to the target strength and business in 3 months• Successfully executed the support functions, including hiring, training and setting up all the support functions for the Ops team: Quality, Compliance, IT and Facilities• Achieved minimal attrition in the last 6 months across all the levels in my team• Received client appreciations for 5 continuous months• Responsible for gross margin and financial management for… Show more • Started the process from the scratch in July 2015 and brought it to the target strength and business in 3 months• Successfully executed the support functions, including hiring, training and setting up all the support functions for the Ops team: Quality, Compliance, IT and Facilities• Achieved minimal attrition in the last 6 months across all the levels in my team• Received client appreciations for 5 continuous months• Responsible for gross margin and financial management for processes aligned. Work towards the achievement of the target EBITA• Develop end-user relationships that results in upselling opportunities; have an understanding of the customer offer• Support the development of persuasive strategies to achieve the organization’s customer and commercial growth objectives. Implement the sales plan to achieves the targets with maximum profit and within budget • Create service specific goals relative to lead development as well as sales activity including customer acquisition, retention and lifecycle • Highlight additional coaching requirements by monitoring team and individual productivity and ensured service level agreements were maintained• Hold regular team meetings with team members to ensure that there is constant flow of information and knowledge dissemination• Monitor random calls to improve quality, minimise errors and track operative performance• Record statistics, user rates and the performance levels of the centre and prepare reports• Forecast and analyse data against budget figures on a weekly and monthly basis• Maximise the performance of the contact centre against defined key performance indicators (KPIs) through effective real time management• Keep record of call queues, track the distribution of inbound calls and minimise the number of abandoned calls where possible• Work with the quality and compliance teams to ensure processes and procedures are adhered to by team and agents Show less

• Initiated and established a successful business venture of Debt Management in the UK & US• Got recognized as a top performer; was awarded as the Employee of the Year for 4 years in the 7 years of association with the organization• Critically analysed the existing routes to market and worked to expand the revenue generation of new prospective clients; elevated the revenue to GBP 2 Million• Successfully completed financial training in the UK, covering Mortgage, Unsecured Debts, Debt… Show more • Initiated and established a successful business venture of Debt Management in the UK & US• Got recognized as a top performer; was awarded as the Employee of the Year for 4 years in the 7 years of association with the organization• Critically analysed the existing routes to market and worked to expand the revenue generation of new prospective clients; elevated the revenue to GBP 2 Million• Successfully completed financial training in the UK, covering Mortgage, Unsecured Debts, Debt Management, IVA, and Bankruptcy• Established both short and long-term strategies to enable the creation of flexible, efficient, and scalable operation and sales for UK (13 people) and US (5 people) • Visited UK and US multiple times in regards to the Training and Business Development Show less