Dynamic and prudent professional with more than 15 years of experience in Operations. Presently employed with Teleperformance, Mohali as a Senior Director. Areas of expertise include Telecommunications, Digital Television, call center management, implementing KPI’s (Key Performance Indicators), metrics, quality controls, and data management. Proficient in managing, motivating and leading teams for running successful business process operations with proven ability of achieving Service Delivery / Process Targets. Adept at maintaining cordial relationship with customers, ensuring quality and service norms thereby achieving customer satisfaction and business retention. An effective communicator and manager with proven team building and management abilities.Have catered clients like Airtel, TTSL, Dish TV, MTS, BSNL, Berger Paints, Uninor, Vodafone, Direct TV, Tele 2.Green Belt – TrainedEffective Coaching skills - TrainedEffective communication & Feedback skillsBusiness Presentation Skills - TrainedTrain The Trainers - CertifiedOntrack Star Certification Programme - CertifiedRecruitment Specs - Trained7 QC ToolsYellow Belt CertifiedI Discover - TrainedTrain to Retain – TrainedSix Thinking Hats – TrainedFin Tune – TrainedHPMT – Certified